Online Retailer provided my refund as a Gift Card

ayers

Hello,

Can anyone advise on what I can do further.

I recently returned an item back to BoohooMan expecting a refund to be sent to the original card payment used for the purchase. However, the refund was given to me as gift card credit.

Unfortunately, it was difficult for me to actually speak with a BoohooMAN customer services agent. I had to contact them via their SMS service which involved talking with an AI which was frustrating. I said that I did not knowingly request a refund as a gift card. I also stated that in previous returns with boohooMAN, I always opted for the refund to be made to the original card used for the purchase, and kindly asked if they accommodate this for me.

A customer representative replied saying that it was my responsibility to choose the refund method and I opted for the gift card method and nothing can be done to change this now.

I sent another message via SMS asking for my case to be reviewed by a Supervisor or Complaints Team as a goodwill exception. I went on to say that if this cannot be resolved, can they provide me with details of their formal complaints procedure and any ADR (Alternative Dispute Resolution) scheme they use.

I would greatly appreciate if anyone is aware of this issue with this retailer, BoohooMAN, and if you can advise on anything I can do further.

Thanks in advance.

eskbanker

They're part of Debenhams Group, who have form for this issue - it has been covered in multiple previous threads, such as:

https://forums.moneysavingexpert.com/discussion/6657186/debenhams-refund