Advice on consumer rights when retailer refuses to refund despite parcel tracking evidence

Ergates

iv211 said:

Thanks, that's my view too. I have tried to be transparent, and I said to paypal that in that 1 particular case the parcel seems to be lost. But they still would rather provide information to Paypal than settle the case.

Have Dunelm actually said that one of the parcels is lost?   If so, that falls well into "Not my problem" territory, and is 100% not a reason to delay your refund.

savergrant

From your original post five separate parcels were returned, four with evri labels and one with a yodel label. The labels were provided by dunelm? Let's call them A B C D and Y. Each parcel should be dealt with separately.
For each parcel you have;
An order number
A SKU for the contents
A return number/ return package number

There will also be a reason for each return. Your rights are different if you are returning under consumer protection law or under the retailer's customer returns policy.
It seems very odd for there to be issues with all five returns.

iv211

Thanks all. Yes, I have provided to Dunelm and Paypal all item numbers, tracking numbers and itemised items and reasons. Dunelm commented on one case, and then paypal sent me an email saying that Dunelm is offering a refund IF I return the item. For the better part I have send everything IO could over to both - tracking URLs, screenshots of proof of collection and tracking details, photos of the paper receipt. It actually begs belief. Dunelm are essentially saying that I fabricated all evidence on this item. This is by the way the lost parcel. the only one where tracking stps 2 days after collection. I assume they are trying to shirk responsibility by claiming I somehow can manipulate the Evri website.

Ergates

iv211 said:

Thanks all. Yes, I have provided to Dunelm and Paypal all item numbers, tracking numbers and itemised items and reasons. Dunelm commented on one case, and then paypal sent me an email saying that Dunelm is offering a refund IF I return the item. For the better part I have send everything IO could over to both - tracking URLs, screenshots of proof of collection and tracking details, photos of the paper receipt. It actually begs belief. Dunelm are essentially saying that I fabricated all evidence on this item. This is by the way the lost parcel. the only one where tracking stps 2 days after collection. I assume they are trying to shirk responsibility by claiming I somehow can manipulate the Evri website.

Have you done as the_lunatic_is_in_my_head suggested and contacted the CEO support team?

If you have and (after a reasonable amount of time - say 7 days) this hasn't resolved the issue then an LBA is the next step.

iv211

I will see what Paypal does, then I will do the CEO. They have now provided information on the other 3 cases, so I assume more of the same - she didn't send the items. Thanks for your advice.

savergrant

I'd be surprised if PayPal do much because you accept that you received the items you paid for.
If you had returned items but the business ceased trading then PayPal.might intervene, or if you didn't get what you paid for (e.g wrong size or colour). However if you simply changed your mind because the colour didn't match your wallpaper they are unlikely to pay out. The matter is confused by there being so many (four or five your posts seem unclear) separate returns that you appear to have not been refunded. You really.need a straight answer on why you haven't been refunded for each parcel and whether they accept they have received any valid returns from you.

iv211

savergrant said:

I'd be surprised if PayPal do much because you accept that you received the items you paid for.
If you had returned items but the business ceased trading then PayPal.might intervene, or if you didn't get what you paid for (e.g wrong size or colour). However if you simply changed your mind because the colour didn't match your wallpaper they are unlikely to pay out. The matter is confused by there being so many (four or five your posts seem unclear) separate returns that you appear to have not been refunded. You really.need a straight answer on why you haven't been refunded for each parcel and whether they accept they have received any valid returns from you.

I have been completely transparent, unlike the seller. The items were damaged and I have provided pictures. Irrespective of this, my statutory rights are in place. The problem now is that Evri is meddling with the tracking info and seller says the items were returned back to me, but I have not received anything. There were 4 orders, and 5 parcels. 4 went through Evri as per the seller's instructions, one through Yodel. But they claim not a single item arrived. Nice.

iv211

Update: thankfully I had all pictures of damage, all receipts etc. Paypal decided in my favour in 3 cases, the fourth I got refunded after appeal, literally just a few days before Christmas, 7 weeks after it all started.

Having said that, it does beg the question why paypal decided a case against me without a) reading my supplied evidence and b) not requesting further evidence. My suspicion is that all seller suppled was "we didn't receive it".

Many lessons learned here - don't use Dunelm; if you MUST return via Evri - take loads of pictures, including drop off and collection, or better yet have a ring camera (I don't). For really valuable items use credit card to begin with, as Paypal disputes is a different process to chargeback.