Online shop took my money, didn't send the goods

billabongbing

I ordered a couple of items from ONLY clothing brand in December - one item arrived, but the other didn't. The company charged me the full amount and won't refund me. They keep making excuses and their latest is that I have to return the item to get them to issue a refund. I keep telling them I don't have an item to return. Their customer service is terrible - how can I get my money back?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6654035/online-shop-took-my-money-didn-039-t-send-the-goods

Who's the company? Possibly an offshore organisation?

sheramber

https://forums.moneysavingexpert.com/discussion/comment/81871918#Comment_81871918

I ordered a couple of items from ONLY clothing

Ergates

"ONLY was established in 1995 as a part of the BESTSELLER group."

"BESTSELLER is an international, family-owned fashion company with a strong foundation. Founded by the Holch Povlsen family in Denmark in 1975."

So, not a UK company. But there appear to be 3 outlet stores in the UK

born_again

https://forums.moneysavingexpert.com/discussion/comment/81871936#Comment_81871936

https://www.only.com/

If that is the site 🤷‍♀️

BESTSELLER [BESTSELLER HANDELS B.V., Koivistokade 1c, 1013 AC Amsterdam, The Netherlands, 

Return address

 BESTSELLER Commerce Poland Sp. z o.o., ul. Prosta 40, 72-100 Łozienica, Poland.

Pursuant to the Danish Sale of Goods Act, BESTSELLER grants a 24-month right to give notice of lack of conformity of goods.

Our products are manufactured by BESTSELLER A/S. Fredskovvej 5, DK-7330 Brande,

Would appear that they are here, there & everywhere but the UK

They even have a pdf to declare non receipt of items

https://support.only.com/hc/en-gb/articles/18475176310033-Declarations-of-non-receipt-specific-items

sheramber

https://support.only.com/hc/en-gb/articles/31672702698385-Terms-and-Conditions-for-sale

The website is owned and operated by BESTSELLER HANDELS B.V., business registration number 59896604, Koivistokade 1c, 1013 AC Amsterdam, the Netherlands

……….

BESTSELLER's name and address where the goods must be returned: BESTSELLER Commerce Poland Sp. z o.o., ul. Prosta 40, 72-100 Łozienica, Poland.

……………

You can file a complaint by sending the return note (including the return code) and the defective product to the following address:

BESTSELLER Commerce Poland Sp. z o.o.
ul. Prosta 40
72-100 Łozienica
Poland

 

7. CUSTOMER COMPLAINTS PROCEDURE

It is possible to submit a complaint regarding an online purchase via the European Online Dispute Resolution platform, which you can access here.

elsien

British citizens can no longer access the European online dispute resignation process courtesy of Brexit.

How much was the item and how did you pay?

billabongbing

It was only £12, but that is still £12 of my money that they have taken. I have actually had an email today asking for a bank statement showing that the money was taken and not returned, so I've done that - waiting for their response now.

the_lunatic_is_in_my_head

Chargeback for non receipt on a part order should be viable IIRC, speak to bank if you paid by card OP.