To not refund?

(21 Posts)
Bertieboo1 Mon 04-Jan-16 13:27:43

I ordered my DS some PJs from a national clothes chain, online and paid for next day delivery. We stayed in for the delivery slot and they didn't arrive. I rang the helpline that evening and they couldn't locate them, so they ordered us another pair and refunded the delivery charges.

Again, these didn't arrive in the slot I was given, so I rang again, they said they would chase it up the next day and send me a £10 voucher. Sure enough one pair arrived the next day. The day after the second pair arrived, so I gave them straight back to the courier to go back to the shop.

Then I got an email saying they were refunding the cost of the PJs I had returned - I still have the first set though!

So my moral dilemma is - do I ring them and offer the money back or keep quiet?

SevenOfNineTrue Mon 04-Jan-16 13:30:18

Offer them the money back, it is the right thing to do.

NeedMoreSleepOrSugar Mon 04-Jan-16 13:31:47

I'd phone them - they may do the refund anyway, in which case you can enjoy it guilt free, if not you've done the right thing and it was never yours anyway smile

Iggi999 Mon 04-Jan-16 13:33:19

The refund is surely to make you more likely to ever shop here again, given the hassle they caused! Wouldn't occur to me that it was a mistake.

SuperLoveFuzz Mon 04-Jan-16 13:34:06

I would keep it. They made lots of mistakes and you were honest in the first place by handing them back to the courier. This is one of these MN things where everyone says they would refund the money but I don't know anyone in real life who wouldn't keep it.

AnchorDownDeepBreath Mon 04-Jan-16 13:35:53

I'd call. If they were couriered, you might find that they know that they have been delivered anyway, and the refund is a goodwill gesture. Or it could be that they haven't checked the delivery status and they don't think you've received them, so they are trying to speedily process the refund.

Either way, I'd feel better if I called. If it is an accidental refund and they did spot it down the line, they'd have 6 years to recall the money. It's far more likely that they'll tell you to keep it anyway, but you'll have both the money and the peace of mind.

descalina Mon 04-Jan-16 13:43:37

After two days staying in waiting for deliveries that didn't arrive I wouldn't waste any more time chasing their mistakes!

hellsbellsmelons Mon 04-Jan-16 13:49:48

descalina has it spot on.
Mistake after mistake.
I wouldn't bother contacting them again.

SheHasAWildHeart Mon 04-Jan-16 13:50:22

Is it a refund or a "sorry for the trouble we caused you" payment.

Dipankrispaneven Mon 04-Jan-16 13:57:38

They've taken up an awful lot of your time, to say nothing of the phone charges you've incurred; it seems reasonable to keep the money.

WhyCantIuseTheNameIWant Mon 04-Jan-16 14:05:02

They refunded the delivery?

As they failed to deliver at the agreed time?

That's fair. They didn't refund the pjs? You still have one pair of paid-for pjs?

All good then...

scarlets Mon 04-Jan-16 14:09:08

I wouldn't waste any more money on phone calls but I'd definitely email them. If you can't find their email address easily on their website, it is their loss.

wowis Mon 04-Jan-16 14:09:15

i'd totally keep quiet and keep the money .They messed you about and the cost of those pj's won't mean anything to a big chain. I got the wrong order once, they then sent the right order but never picked up the wrong one. It wasn't much use to me as was school uniform i couldn't use but goes to show how little difference it made to them...

diddl Mon 04-Jan-16 14:13:15

I think I might respond to the email explaining the situation.

But really, they don't seem to know their arse from their elbow!

I'm it's standard for some companies to send out a replacement & hope that one lot is returned, but is it really that hard to keep track of what has been sent out & what has been paid for??

SoupDragon Mon 04-Jan-16 14:14:01

I would contact them.

Making a mistake is one thing, deliberately keeping money that isn't yours is another.

Each to their own though.

BoffinMum Mon 04-Jan-16 14:46:53

I think you need to offer the cost of the PJs but it would seem fair to have a £10 voucher/discount given you were inconvenienced not once but twice. If we are all honest about these things ordering online works better for everyone in the end so it's a societal thing IMO.

RealityCheque Mon 04-Jan-16 14:53:42

This is one of these MN things where everyone says they would refund the money but I don't know anyone in real life who wouldn't keep it.

This.

SheHasAWildHeart Mon 04-Jan-16 15:21:52

Agree RealityCheque. Littlewoods claimed to have delivered DD's baby blankets. We had no delivery and no red cards telling us that they'd attempted to deliver. I rang Littlewoods and they refunded me. A week later when I went to put the recycling out the blanket was in there. I didn't call Littlewoods back. Their service was appalling and I saw it as just compensation.

BoffinMum Mon 04-Jan-16 20:52:32

No Reality, that's unfair, I actually would phone them.

hannahrebecca3 Mon 04-Jan-16 21:43:07

I wouldn't say anything! You had to stay in and wait for the delivery twice when you probably have better things to do and the time and cost of the numerous phone calls are worth at least the cost of the pyjamas.

Bertieboo1 Tue 05-Jan-16 08:52:06

So I decided to ring them - it was the right thing to do sigh

They are going to take the payment for the PJs but they were very happy I rang.

Good karma I guess smile

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