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To be fu****g pissed off!

(101 Posts)
croquetas Sat 06-Jun-20 18:18:45

Bought a gift item from Jack Wills, which didn't fit the recipient and was sent back as I ordered next size up to be delivered in time.

Several days later Jack wills has now refunded me less 4.99 delivery. I've only ever experienced this with HOF, which was my last ever custom with them. Ironically, this is now part of mike Ashley's sports direct.

While I appreciate the retail sector work on small margins and there are loads of cheeky fkrs out there, It defeats the point of online shopping to deduct shipping if an item has to be returned. AIBU?

OP’s posts: |
MummyGoingItAlone Sat 06-Jun-20 18:20:16

I would say yes I’m afraid. It’s not their fault it didn’t fit. If it had been faulty I’d have expected them to pay the postage

Janaih Sat 06-Jun-20 18:21:16

Yabu. Why should the shop be out of pocket because you've changed your mind/bought the wrong size?

mrs2468 Sat 06-Jun-20 18:22:01

So you got your full money back for the item just not the delivery or you got the cost of the item minus the delivery? If it’s the first one that’s entirely normal.

WilheldivaHater Sat 06-Jun-20 18:22:04

While I can see why you're annoyed about it the delivery was completed so even though the product wasn't the right size you did use the delivery service.

I assumed this was fairly normal practice from my experience of working in retail and customer services.

I expect if you email and complain they might refund it for you as a goodwill gesture.

Juliet2014 Sat 06-Jun-20 18:24:04

Is this the first time you’ve purchased on line? confused

I always check the delivery and return fee before making a purchase.

Ohtherewearethen Sat 06-Jun-20 18:24:12

What do you mean it defeats the point if online shopping? Online shopping is for your convenience so you don't have to go to the town centre/retail park. It is also a risk you take as you can't view the items in person or try them on. I don't think it's fair for all companies to pay for returns. If someone ordered £100 worth of items and returned them all for a refund and the company paid for return postage then they'd be losing a lot of money without gaining a penny. I'm not business minded but even I know that's not sustainable.

Cheeseismylife Sat 06-Jun-20 18:24:38

I have a feeling that they actually have to refund delivery by law if the whole order is returned. Try looking at Martin Lewis website, bound to be something on there.

Juliet2014 Sat 06-Jun-20 18:27:16

In fact it is even stated on the return document clear as day.

The recipient should have told you

Janaih Sat 06-Jun-20 18:29:09

They only have to refund original postage if the item is faulty/not as described. They dont even have to accept returns, although most do.
As I pp said, always check postage and returns policy before you buy.

CuppaZa Sat 06-Jun-20 18:37:02

YABU.
Never known ANYWHERE that refunds P&P. Why on earth would they?

Laaalaaaa Sat 06-Jun-20 18:42:10

The shop still had to post the item to you. They can’t restock the postage charge can they.

iklboo Sat 06-Jun-20 18:45:13

If you took something back to a shop because it was too small you wouldn't expect them to reimburse your petrol money would you?

Moltenpink Sat 06-Jun-20 18:45:21

Do you mean they charged you for return postage? That is unusual but some stores do it, best to check before posting.

Flappingflamingo Sat 06-Jun-20 18:46:36

I work in retail. If you order from home and pay for delivery or even if you order in store and pay for next day delivery, if the item is unsuitable or whatever, we refund/exchange the price of the item, not delivery, pretty much standard practice I'm afraid

WobblyAllOver Sat 06-Jun-20 18:48:12

I always check the small print for returns as some companies charge postage.

You do have to hunt about to find the information but it is worth it to avoid being charged postage on returns.

KellyHall Sat 06-Jun-20 18:48:42

I was amazed when M&S refunded the p&p when I returned an item bought online to one of their stores. I actually felt a bit guilty because it had been sent to me as a gift!

WobblyAllOver Sat 06-Jun-20 18:49:46

This is why I actually order from amazon prime so much given a lot of items are free returns.

asmallplace Sat 06-Jun-20 18:52:43

Weird that you think it should be free....

Ohtherewearethen Sat 06-Jun-20 19:04:13

They are two separate services. One sells clothes and one delivers things. Why would the shop pay for it? Would you expect them to pay for the broadband you've had to use to order it? Or your bus fare if you returned it to store? It's a risk you take when ordering online and you need to pay for that convenience. I can't understand why you'd be so angry about this.

TooLittleTooLate80 Sat 06-Jun-20 19:06:34

Lots of people order two sizes in things then send the "wrong" sized item back. The effect on some businesses is notable, hence this fee.

LivingThatLockdownLife Sat 06-Jun-20 19:06:44

If you read the "delivery and returns" info on the site it will clearly say whether you have to pay postage or not in that situation.

Plenty of places do free delivery and free returns. H and M for example.

If it matters to you, shop elsewhere. It's a reason why I've not bought from Next during lockdown.

MrsTravers Sat 06-Jun-20 19:07:49

Always check first. Boden always advertise when they're doing free delivery and returns which makes it clear this is not standard.

I have a t shirt to return to next and fully expect charges to be deducted. I don't expect to be able to post things for free, so why should shops be expected to? In normal times, it works out cheaper than Petrol and the random coffee I'd pick up en route (plus other impulse buys!!).

Howmuchlongercanthislast Sat 06-Jun-20 19:08:11

This is why I actually order from amazon prime so much given a lot of items are free returns.

Only if faulty- not if you just change your mind
Used to be free on amazon but changed some years ago

DontStandSoCloseToMe Sat 06-Jun-20 19:11:37

Your post isn't clear, was £4.99 the original delivery fee? (If yes YABU, they delivered it), or have they charged an additional £4.99 on top of the original delivery fee to return? (if so YANBU that's a high return fee eg Next is £2).

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