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Original poster

What would you HONESTLY do in this situation?

559 replies

Friends1996 · 09/04/2025 12:24

Say you ordered a few items from a big online shop (clothing), then successfully cancelled the order, and was refunded.

A few days later, you ordered a single item of clothing from the same place. Today that item was delivered, however they had also sent the items you had cancelled and was refunded for (probably around £120 worth of stuff).

Would you contact them about it or would you keep quiet, see if they emailed you about it and if you didn’t hear anything say 3-4 weeks down the line, just keep the items as normal? This is a place you regularly order from, spending between £300-400 a month.

What would you HONESTLY do?

OP posts:
grumpygrape · 09/04/2025 17:23

Hoppinggreen · 09/04/2025 17:19

The really awful thing about this thread is not that quite a few people would actually keep the clothes in these circumstances but that some people refuse to believe that anyone wouldn't and also the suggestion that being honest is something to be mocked
Really depressing

Yes, that too.

Also the ‘if someone else does it, it’s OK for me to do it too’.

Anywherebuthere · 09/04/2025 17:23

I would contact them. There would be zero temptation to keep something I hadnt paid for.

This did happen once, just one item under £20. They told me to keep it and wrote it off. It was a large organisation.

BunnyLake · 09/04/2025 17:22

Hoppinggreen · 09/04/2025 17:19

The really awful thing about this thread is not that quite a few people would actually keep the clothes in these circumstances but that some people refuse to believe that anyone wouldn't and also the suggestion that being honest is something to be mocked
Really depressing

Agree.

People judge by their own standards so anyone having a go at people because they’d be honest, it tells you all you need to know. If someone wants to mock me for being honest, well fill your boots.

BunnyLake · 09/04/2025 17:20

Friends1996 · 09/04/2025 16:38

It’s a brand very well known for their ethical values

Show quote history

Unlike some of the posters on here. (Not you as you said you contacted them).

Hoppinggreen · 09/04/2025 17:19

The really awful thing about this thread is not that quite a few people would actually keep the clothes in these circumstances but that some people refuse to believe that anyone wouldn't and also the suggestion that being honest is something to be mocked
Really depressing

lnks · 09/04/2025 17:18

grumpygrape · 09/04/2025 17:14

I am genuinely saddened by the number of people here who wouldn’t let the retailer know and have come up with so many convoluted justifications for keeping something they haven’t paid for. Not their fault, large company/turnover, too lazy, etc. etc.

In case you haven’t guessed, yes, I would let the company know.

I agree. And no thought about the person or team who was responsible for the mistake. There's a chance they might be reprimanded

eqpi4t2hbsnktd · 09/04/2025 17:15

I would keep them.

grumpygrape · 09/04/2025 17:14

I am genuinely saddened by the number of people here who wouldn’t let the retailer know and have come up with so many convoluted justifications for keeping something they haven’t paid for. Not their fault, large company/turnover, too lazy, etc. etc.

In case you haven’t guessed, yes, I would let the company know.

SockFluffInTheBath · 09/04/2025 17:14

You’ll probably find they reply to say they cba just keep it. I had a similar situation with £200 of men’s shirts from M&S and that’s what they did.

marmaladeandpeanutbutter · 09/04/2025 17:11

I had similar, after a big order. I bought a kitchen years ago from ikea, and had it installed. After this, they kept turning up with mattresses, an extra kitchen and his knows what else. No idea why. I sent them away. One guy begged me to take it anyway, but I didn’t .

Whyohwhyisitlikethis · 09/04/2025 17:08

I had a similar experience (not with clothes but an animal item).
They sent me a very expensive mistake and I contacted the company. I was told to keep it! Whilst I was surprised, the item came from Europe and it was probably more of a hassle from them to refund my shipping costs.

Fleurchamp · 09/04/2025 17:05

I would tell them, I worry about karma meaning I would end up out of pocket in some other way and the guilt wouldn't be worth it.

It happened to me with M&S a few years ago, I ordered a ton of kids clothes and collected them from a local food hall - except they didn't process that I collected it and refunded me a week later. I got in touch and the only way they could deal with it was by me going to a clothing department (ie not the food hall down the road) and having them scan it all in and me pay for it. I said I wouldn't be able to do that for a couple of weeks (and I was a bit miffed that I would have to drive miles out of my way with a huge parcel) so they just said don't worry, just keep it.

BunnyLake · 09/04/2025 17:02

CheeseFiend40 · 09/04/2025 14:48

I would never go into a shop with the intention of stealing, but if things land on my doorstep through no fault of my own, I honestly have no problem with that.

Show quote history

Even if it were meant for someone else and wrongly delivered - on to your doorstep?

Original poster
Friends1996 · 09/04/2025 17:01

DorothyWasRightTho · 09/04/2025 16:14

Is it Lucy and yak? If so definitely let them
know. Their customer service has always been great and very generous but this would be a shitty thing to do to a nice, formerly small and independent business! They may well tell you to keep them but it’s not for you to decide

No it’s not, but I did let the company know anyway if you read the updates

OP posts:
lifeonmars100 · 09/04/2025 17:01

Contact them to let them know they have made an error, I can understand being tempted but it is always better to be honest. The fact that you can afford to spend at least £300 a month with this company shows that you are solvent so not in any desperate need to resort to dishonesty.

BunnyLake · 09/04/2025 17:00

FatOaf · 09/04/2025 15:56

Yes, I'd tell them. But it would be up to them to arrange everything for a return.

This really. I would tell them but I would also say no if they expected me to do the work in delivering them back. They can send someone round to pick it up.

Posters get bashed for all sorts of things on MN but being bashed for being honest is a new one for me.

Magnastorm · 09/04/2025 16:59

DorothyWasRightTho · 09/04/2025 16:14

Is it Lucy and yak? If so definitely let them
know. Their customer service has always been great and very generous but this would be a shitty thing to do to a nice, formerly small and independent business! They may well tell you to keep them but it’s not for you to decide

It's a shitty thing to do regardless.

The size of the company is completely irrelevant.

Rainingalldayonmyhead · 09/04/2025 16:59

CheeseFiend40 · 09/04/2025 14:48

I would never go into a shop with the intention of stealing, but if things land on my doorstep through no fault of my own, I honestly have no problem with that.

Show quote history

Stealing is stealing. You can’t justify it because the circumstances suit you.

HuckleberryBlackcurrant · 09/04/2025 16:57

Why are you spending so much on clothes EVERY MONTH? No wonder you're skint.

Mamabear487 · 09/04/2025 16:54

I absolutely wouldn’t it’s their mistake and cost of living and all that 😂

AuntieDen · 09/04/2025 16:53

With the goods, I'd have returned them unless they told me not to.

Well in truth that's probably the easiest way to both satisfy the niggly moral nagging in your brain and get a guaranteed payout, as they will likely just refund for returned goods so you get the cash that you never paid in the first case.

really though, if you ask in 99% of cases they say just keep it I think, especially if you shop there a lot.

Chickenwing2 · 09/04/2025 16:53

Keep!

SwedishEdith · 09/04/2025 16:49

I've had a very similar scenario with receiving a refund. If I opted for delivery rather than collection, I'd have got the goods again. I did everything I could with my bank and the supplier to get the extra refund returned. It's never happened. With the goods, I'd have returned them unless they told me not to.

Wexone · 09/04/2025 16:46

Bitethehandthatfeedsyou · 09/04/2025 16:43

OP, I probably would more because I get major guilt over anything. 9/10 they probably will let you keep it anyway in my experience.

Also, this thread is PEAK mumsnet with it's arguments over ethical cotton / fast fashion when it's 100% not the point of the thread 😂

Kinda is - over consumption high consumerism, not returning stuff even though its the right thing to do etc are all traits that fast fashion has installed on us ,the constant need for new every time

Mudkipper · 09/04/2025 16:45

I’d get in touch with the company. My self-respect would not let my do otherwise.