Not received all goods from a what seems to be a fake clothing website, Amex refusing to pay me bac

BecBond

Hi

I ordered £495 worth of clothes from a website I clicked on from Facebook and I am usually careful but got caught out for the first and last time hopefully!

I explained to American Express what happened and I had to send evidence, so I sent the order and pictures of the website now closed down and giving security warnings and they initially refunded me and then after a few weeks took it back saying that I do not have enough evidence.  In between all this time I received 1 pair of shoes of terrible quality and no means of returning them and being very carful not wanting to engage too much with a what could be scammers.  

I read on the MSE website about what to do and sent a letter of complaint via email and they have rejected it, wanting me to email the scammers! Summary below, do I have to engage with the scammers?

Summarising your complaint

Having considered all the information available. I have been unable to establish an error on American Express part, so I am unable to uphold this complaint in your favour. I appreciate this is not the outcome you were hoping for, and I am sorry you were not satisfied with your experience on this occasion, but I trust I have clearly explained why I have reached this decision.

eskbanker

When expanded beyond the summary, does their response clarify which process or processes they followed and how?

Your description of a provisional refund being reversed sounds like chargeback, and if this was raised on the basis of 'goods not received' and the seller subsequently sent some goods, then that would defeat such a claim, and chargeback is a one-off so you don't get a second chance to go down the 'goods not as described' route.

If it's a credit card rather than a charge card then you may still have the option of a section 75 claim on the basis of breach of contract, for items valued at over £100.

BecBond

Thank you for your prompt response, sorry for the lengthy message below, but this is the response.  I have removed any names etc...
I have searched for the merchants email address in Junk everywhere, I am an IT literate and know how to globally search etc... 

I was provided an email from Amex for the Vendor that does not match anything I have, I have lost faith in the vendor and really do not want to engage with scammers.   The one pair of shoes I received had no label, or even postage to say they were from the company so in theory could of been from anywhere.  

You mention the option of a section 75 claim on the basis of breach of contract - this sounds like my way forward.  Would I have to contact the vendor regardless of my concern of them being scammers?

Many Thanks 

Detailed email from Amex

We have now received a detailed breakdown of your dispute. Please find below my findings.

 

·        You contacted our Customer Care Professional (CCP) on the 20th June 2025 via phone to mention non-receipt of the products you ordered from the website #############

·        20th June 2025 You said that you ordered products from this website and that you had not received any update or confirmation. You said that you tried to reach out to the website for updates but were unable to open, which you suspected to be a fraud website.

·        Dispute was opened as goods not received, and a merchant debit was applied on 8th July 2025.

·        Merchant subsequently provided the supporting documentation which included a valid proof of delivery on which you were rebilled on 25th July 2025.

·        2nd August 2025 you called in again to mention that you received a pair of shoes out of the entire order and nothing else. You also mentioned that the only shoes you received were not what you expected, which came with no label and just a plastic wrapper around the item.

·        Our CCP made a call to you, and you mentioned that you wished to dispute the entire amount, you said that you did receive the shoe, but it seemed second hand /used and came with no cover only with a bag. You wanted to return the item, but you were unable to access the website to raise a return request.

·        Our disputes team rebilled you as insufficient information was provided. In the merchant documentation and your documentation provided, there is a contact Email information provided where the merchant can be contacted to resolve this issue, but we have no proof from you that you reached out to contact the merchant.

·        Please note that the merchant also mentioned that they tried to contact you but had no response.

 Please refer to the email, which was sent to you dated 15th July 2025, but no response was received back.

 From checking the documentation uploaded, the merchants’ contact information is mentioned as below: -

####@######.com

born_again

BecBond said:

Thank you for your prompt response, sorry for the lengthy message below, but this is the response.  I have removed any names etc...
I have searched for the merchants email address in Junk everywhere, I am an IT literate and know how to globally search etc... 

I was provided an email from Amex for the Vendor that does not match anything I have, I have lost faith in the vendor and really do not want to engage with scammers.   The one pair of shoes I received had no label, or even postage to say they were from the company so in theory could of been from anywhere.  

You mention the option of a section 75 claim on the basis of breach of contract - this sounds like my way forward.  Would I have to contact the vendor regardless of my concern of them being scammers?

Many Thanks 

Detailed email from Amex

We have now received a detailed breakdown of your dispute. Please find below my findings.

 

·        You contacted our Customer Care Professional (CCP) on the 20th June 2025 via phone to mention non-receipt of the products you ordered from the website #############

·        20th June 2025 You said that you ordered products from this website and that you had not received any update or confirmation. You said that you tried to reach out to the website for updates but were unable to open, which you suspected to be a fraud website.

·        Dispute was opened as goods not received, and a merchant debit was applied on 8th July 2025.

·        Merchant subsequently provided the supporting documentation which included a valid proof of delivery on which you were rebilled on 25th July 2025.

·        2nd August 2025 you called in again to mention that you received a pair of shoes out of the entire order and nothing else. You also mentioned that the only shoes you received were not what you expected, which came with no label and just a plastic wrapper around the item.

·        Our CCP made a call to you, and you mentioned that you wished to dispute the entire amount, you said that you did receive the shoe, but it seemed second hand /used and came with no cover only with a bag. You wanted to return the item, but you were unable to access the website to raise a return request.

·        Our disputes team rebilled you as insufficient information was provided. In the merchant documentation and your documentation provided, there is a contact Email information provided where the merchant can be contacted to resolve this issue, but we have no proof from you that you reached out to contact the merchant.

·        Please note that the merchant also mentioned that they tried to contact you but had no response.

 Please refer to the email, which was sent to you dated 15th July 2025, but no response was received back.

 From checking the documentation uploaded, the merchants’ contact information is mentioned as below: -

####@######.com

S75 only covers individual items (excluding P&P) over £100. Not the whole bill. 

No need to contact retailer.

Best advice, never buy anything that comes up on social media.

ColdIron

born_again said:

Best advice, never buy anything that comes up on social media.

I think that's something we all get behind

flaneurs_lobster

Can see the OP's reluctance to engage with the "retailer" but no reason why they can't be named here so that others might form an opinion as to their bona fides or otherwise.

BecBond

Hi thanks for the replies there is no reason not to name them as the website throws warnings which I used as my reason for not engaging with the website.

I appreciate I have been a little stupid, like I said I have not done before but was caught off guard as we all are sometimes.  But constructive advice is appreciated. thanks

As a newbie I am unable to post links but the website is called  Margot's Boutiques

Also seen on Trust Pilot Margotsboutiquestives

born_again

This one?

https://www.margotsboutiqueworcester.com/

no warnings for me. But no address, returns address. 

All return/delivery costs are at your expense.

Items received after the 7 days return timescale will not be accepted for a refund and you may lose your purchase.

Or 

https://margotsboutiquestives.co.uk/

Which surprise, was (no longer there) a shopify site...

flaneurs_lobster

Looks like this (fairly obviously fraudulent) site has done just enough to keep the reclaims from the card companies at bay just long enough for them to scam enough people to turn a decent profit before disappearing. The single pair of rubbish shoes is quite clever.

https://www.youtube.com/watch?v=Cgcpno5fjnI 

I wish you luck with your efforts to reclaim your cash.

flaneurs_lobster

born_again said:

This one?

https://www.margotsboutiqueworcester.com/

no warnings for me. But no address, returns address. 

All return/delivery costs are at your expense.

Items received after the 7 days return timescale will not be accepted for a refund and you may lose your purchase.

Or 

https://margotsboutiquestives.co.uk/

Which surprise, was (no longer there) a shopify site...

The Worcester one looks legit, if a bit light on physical details. Website's been registered since 2022 (and is still offering free delivery until Christmas of that year!). 

BecBond

Hi, 

As American Express have asked me to contact the seller I have done so quoting the breach of contract due to goods not received. If not response within 24hrs I will get back in touch with American Express to provide the proof and take it from there.  Thanks for your help I will update you.