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A big thumbs down for FINERY

(31 Posts)
FANTINE1 Thu 20-Oct-16 07:50:00

A genuine oversight on my part.
FINERY would not accept my returns because they were a few days over the 15 day limit. I thought that it was 30 days.
I'm now left with 3 items, worth over £100, that I don't know what to do with.
Any ideas? E bay?
I'm cross with myself, but they have refused to take them back.
Something to remember for those of you who shop with FINERY.

SwearyGodmother Thu 20-Oct-16 09:25:00

Did you buy online? Look up the sale of goods act or it's successor which I can't remember the name of. I think if you send the whole order back it counts as cancelling the order and they have to give you 28 days.

surferjet Thu 20-Oct-16 09:30:45

Oh I absolutely love finery- beautiful clothes & excellent delivery service.
( sorry not helping you I know grin )

niceupthedance Thu 20-Oct-16 09:38:52

Good to know, I received my first order yesterday and haven't tried on yet.

burnishedsilver Thu 20-Oct-16 09:43:52

Most places will let you exchange when you're too late for a refund. Have you tried asking for an exchange instead?

Cherryskypie Thu 20-Oct-16 10:14:15

15 days for online shopping is shitty.

Motherwithflaws Thu 20-Oct-16 10:52:54

Have you emailed them and they've said no? I'd try just returning the order by post if you haven't already.

Cockblocktopus Thu 20-Oct-16 11:32:48

Yy to 15 days being shitty. That's crap service IMO

MidSqueak Thu 20-Oct-16 12:46:13

Thanks for the warning - I wouldn't buy anything from them with a policy like that. Hope they'll see this thread and have a rethink!

ManonLescaut Thu 20-Oct-16 13:16:38

With the distance selling regs you have to cancel within 14 days of receiving goods.

Shitty customer service. I'd never go back to a shop that did that to me.

neveradullmoment99 Thu 20-Oct-16 13:19:34

Could you tweet to complain?
That is shitty. By the time you receive, try on, return that can almost be the 14 days up.
Ebay them otherwise or sell on here???

WhereAreWeNow Thu 20-Oct-16 13:27:52

I've just ordered from &OtherStories and they've got a similarly shit policy. £6 delivery charge and just two weeks to return.

ManonLescaut Thu 20-Oct-16 13:32:19

I don't have a problem with 14 days returns, but I do have a problem with inflexible customer serivce.

They can keep your £100 if they're so desperate for it, but you'll never go back - so what have they actually gained?

DianaT1969 Thu 20-Oct-16 14:32:10

Did you return within 14 days of receiving though? I think the regulations are from when you receive, rather than the order date. If that helps.

Inkspot Thu 20-Oct-16 14:40:15

Gosh I've got some stuff to return. Thanks for heads up but yes that is shitty

FANTINE1 Thu 20-Oct-16 15:19:33

Thank you for your supportive comments.
I have emailed them again, saying that although it is my fault, I do think that this is quite harsh.
I've also told them that I will not shop with them again, and pointed out that I have decided not to order items from them which are featured on a blog this week, which is the truth.
I've also tweeted them.
I've just received another email asking me what the items are that I wish to return, so we will wait and see.

oliviafrombolivia Thu 20-Oct-16 15:47:46

yes and with &OtherStories when you actually do return them on time, they take about a month to refund you! Never again.

CaroleService Thu 20-Oct-16 18:00:16

I had the same experience. My fault for not reading the small print (Johnnie Boden has spoiled me), but I won't shop there again.

HappinessLivesHere Thu 20-Oct-16 18:22:42

Yes 15 days isn't long but it was your mistake not returning them in time. Why should they make an exception just for you?!

maggiethemagpie Thu 20-Oct-16 18:54:42

I bet the 15 days isn't for faulty goods, there's probably a much longer time limit or that. Is there any way any of the items could have developed some sort of fault, if you know what I mean?

FANTINE1 Thu 20-Oct-16 21:46:34

Happiness,
They don't have to make an exception for me! I have already said that it was my fault, but that it was a genuine over sight.
I just think it is quite harsh.

acurtis1234 Fri 21-Oct-16 07:19:27

Sorry, but I've been reading this thinking the same as Happiness, I'm sure it was a genuine oversight on your part, and 14/5 days for online returns is pretty stingy, but....you were the one in the wrong here not them.

I believe in people power and there's nothing wrong with writing to them to express your dissatisfaction at the return policy, the more people who do may well make them change their rules in the long run, but other than that, what were you hoping they would do, for you specifically? Accepting your return would be them making an exception for you!!

maggiethemagpie brilliant idea, make the clothes worthless and unwearable to anyone else, so they end up in landfill, how utterly selfish and wasteful...

ovenchips Fri 21-Oct-16 07:22:30

OP That returns policy is v disappointing. Hope you get somewhere with your emails/ tweets.

MidSqueak Fri 21-Oct-16 08:25:21

Maybe the op is hoping they will rethink their returns policy in light of the more competitive terms offered by other online companies hoping for our business.
Maybe the op wanted to make people aware of their stingy policies before we too got caught by the same.

carmenta Fri 21-Oct-16 08:31:04

The distance selling regulations are what they legally have to abide by.

You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.

You must refund the customer within 14 days of receiving the goods back. They don’t have to provide a reason.

But I think it's fairly unreasonable of them not to accept the returns, presumably given the very very lengthy duration of their sales they will be able to sell it still. I send things back too late on a regular basis and I've never had a problem. How did you get the stuff back, did they send it back to you again?

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