Company refusing return/ refund

Brighte

Seasons greetings all
my other half purchased some clothing from one of those pop up ads on Facebook ..
when the three dresses arrived they were too tight across the chest, so we messaged the company asking to exchange for a larger size. Surprisingly, they answered quickly, saying they would send the replacements and we didn’t need to return the originals (which was a bit surprising)
when the new ones came, it was clear that it’s the cut of the dress that’s the problem- the way the sleeves are fitted. Contacted the company again asking to return, and email back to say you’ve had one return we won’t do another, when I queried this they said case is closed.
what are our rights in this situation. I have advised my other half that if you want cheap go for Temu instead….

flaneurs_lobster

What's the name of the company/website address?

littleboo

Who is the retailer and where are they located?

Woodstok2000

99% certain these will be drop-shipped from China. Your rights are largely irrelevant as they won't be interested in upholding them. Generally the best you can hope for is to keep pestering them and they may offer you a partial refund.  They wont be interested in getting the items back.

born_again

Brighte said:

Seasons greetings all
my other half purchased some clothing from one of those pop up ads on Facebook ..
when the three dresses arrived they were too tight across the chest, so we messaged the company asking to exchange for a larger size. Surprisingly, they answered quickly, saying they would send the replacements and we didn’t need to return the originals (which was a bit surprising)
when the new ones came, it was clear that it’s the cut of the dress that’s the problem- the way the sleeves are fitted. Contacted the company again asking to return, and email back to say you’ve had one return we won’t do another, when I queried this they said case is closed.
what are our rights in this situation. I have advised my other half that if you want cheap go for Temu instead….

So going to ,make a wild guess that they are based in China, so be thankful you are not being asked to return. (it's not cheap)

If you want cheap. Go to a high street retailer, where you can be sure before leaving store they fit... Never buy anything off social media...

soolin

‘Pop up ad on facebook’ - these Far East companies are notorious for this and the chances of you getting g a refund are slim to nil. Even if you try and return the items they won’t ever show as returned, so no chargeback or similar would be likely to succeed. The usual advice with these companies is to work at trying to get them to offer you a small refund, and grab anything offered and write the rest off. 

Brighte

flaneurs_lobster said:

What's the name of the company/website address?

Susan-Julie-forum won’t let me paste the link!

Brighte

soolin said:

‘Pop up ad on facebook’ - these Far East companies are notorious for this and the chances of you getting g a refund are slim to nil. Even if you try and return the items they won’t ever show as returned, so no chargeback or similar would be likely to succeed. The usual advice with these companies is to work at trying to get them to offer you a small refund, and grab anything offered and write the rest off. 

Thank you- though the tone of the last email was pretty- we are not interested. I think we might have to put it down to experience

Brighte

born_again said:

Brighte said:

Seasons greetings all
my other half purchased some clothing from one of those pop up ads on Facebook ..
when the three dresses arrived they were too tight across the chest, so we messaged the company asking to exchange for a larger size. Surprisingly, they answered quickly, saying they would send the replacements and we didn’t need to return the originals (which was a bit surprising)
when the new ones came, it was clear that it’s the cut of the dress that’s the problem- the way the sleeves are fitted. Contacted the company again asking to return, and email back to say you’ve had one return we won’t do another, when I queried this they said case is closed.
what are our rights in this situation. I have advised my other half that if you want cheap go for Temu instead….

So going to ,make a wild guess that they are based in China, so be thankful you are not being asked to return. (it's not cheap)

If you want cheap. Go to a high street retailer, where you can be sure before leaving store they fit... Never buy anything off social media...

Agree. Unfortunately my partner doesn’t leave the house, and is quite naive to all things internet. I’ve said to check reviews/ with me before purchasing anything from a company that isn’t well-known. 

soolin

Quite a poor rating on Trustpilot, very similar to your experience unfortunately.

https://uk.trustpilot.com/review/susan-julie.com

you might also want to do a google image search on some of those photos, the same ones are being used across a lot of websites, I think they are also on Temu at a fraction of the price. The photos alone are an indication of a dodgy company, stick around long enough and you’ll begin to recognise a certain look, some lazy sites even change the colour of the item using AI  so use one photo over and over again . 

Brighte

Woodstok2000 said:

99% certain these will be drop-shipped from China. Your rights are largely irrelevant as they won't be interested in upholding them. Generally the best you can hope for is to keep pestering them and they may offer you a partial refund.  They wont be interested in getting the items back.

Thank you. On the website they give a uk address for refunds but say to contact them first- when they said don’t have to send originals back I did think something wasn’t quite right!