Potential scam of a company and credit card won’t refund

Biscuitbabe2024

Hi all

I ordered some dresses from a company called Olvia Rose London. I paid a lot of money for what I received - cheap dresses which weren’t “luxury” as described. They didn’t fit so I wanted to return and get my money back. The website states 30 days money back guarantee but have a length return process - take pictures of the items in and out of packaging etc. anyway, I did all this and all I got back was “we can offer 10% refund or store credit” on multiple occasions that’s all tbrh would offer back and forth, ir offered to send me s replacement dress and to keep the ones i have. I didnt want to do this with how shoddy the dresses are and i wanted a full refund. Long story short, rhey agreed to s refund bht sent me an address jn china - it would have cost me half of what i paid just to ship + customs charges! There was nothing on the website saying returns are to china.

I raised a dispute with my credit card but they said they cant help as the company have offered a replacement / i can return (even though if i did return i dont think i would get my refund anyway as rhey state they need to fully approve of it before they refund).

In the end i accepted a 30% refund which should be £43 and a 30% store credit. Theyve apparently given me €29 store credit but absolutely nowhere on my account is this visible and now they’re not answering emails. It shoulr also be more then €29. Theyve apparently refunded me 30% too but wont confirm the exact amount so I think ill either not get it or get less than expected as rhey arent responding to me now.

does anyone know if / what i can do from here? Even if i don't get my money back, i want to raise concerns of this companies behaviour.

Emmia

I think there is a bit of a golden rule, if the name of an online brand includes a location, then it's probably a low quality outfit based in China.

"Olivia Rose London" strikes me as a fairly obvious name of a site peddling low quality, impossible to return goods from China.

Unfortunately you're probably never going to see the refund money, and I wouldn't be using the "store credit" as that's just throwing good money after bad.

eskbanker

Your experience is very common - buying cheap tat from China after being fooled by a company name gratuitously including a word like 'London', but which is thousands of miles from the UK's legal jurisdiction.

Unfortunately it's notoriously difficult to get all of your money back - the modus operandi of such outfits is to offer partial refunds such as you've found, or the alternative is to return them at vast expense, all of which is wasted as they'll deny receipt.

If the items are individually priced at over £100 then you might be able to claim under section 75 rather than chargeback, if you can prove breach of contract or misrepresentation in more quantifiable terms than 'not luxury'?

Biscuitbabe2024

https://forums.moneysavingexpert.com/discussion/comment/81974584#Comment_81974584

well they quote as not luxury but are so so thin and badly made for the price I paid. I’ve already raised and had turned down one dispute so not sure I could raise again for a different reason?

Fortunately this is the only time I’ve experienced this and I am usually really on it but for some reason didn’t notice any issues with this one.

Might have to cut my loses and just admit defeat on this

CliveOfIndia

"sent me an address jn china - it would have cost me half of what i paid just to ship + customs charges! There was nothing on the website saying returns are to china. "

On their T&Cs (https://olviarose.com/pages/general-terms-and-conditions) it says "13.6.1 Customers must use tracked shipping methods when returning products to our international warehouse located in Asia."

Additionally:

"10.1 We strive to provide a smooth delivery experience. Free Standard Shipping is available for all orders within the US."

… and …

"10.6 We cannot deliver to:

• P.O. boxes
• APO/FPO addresses
• Locations outside mainland US (including remote areas)"

Not sure why they won't deliver outside of the US when they claim to be based in London and have a returns address in Asia !! My guess is it's a very amateur website and they've just copied any old T&Cs they could find from some other random website.

And there's no record of them on Companies House - plenty with similar names, but not that exact one. Sadly, as others have said, I fear you'll have to chalk this one down to experience. And perhaps take a few minutes to research the company beforehand, next time you buy from someone you've not heard of before.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81974616#Comment_81974616

There are two separate dispute processes - chargeback and section 75. If your initial one was handled as a chargeback claim (which sounds likely) then you can't have another go at chargeback, but as above, section 75 may be an option if the items were priced at over £100 each.