To think i should not have been banned from topshop.com for this.

[TinyDancingHoofer]

Way back in march i did a big internet shop, including topshop. When i got my topshop parcel it had obviously been tampered with and after opening there was an item missing. I called customer services, they were very nice, refunded the item and apologised. I actually said i'd rather have the item than a refund but it was then sold out in my size.
I have made orders between now march and now, nothing wrong. Yesterday i made an order and then got an email to be told it was cancelled. At the same time made a miss self ridge order, which was also cancelled. Today i phoned customer services to be told that the item missing in march had been refunded in store using the order number. But it wasn't refunded to my card. And so i am blocked from purchasing anything from topshop or its associates online. The customer services lady made me feel all embarrassed, as though i had actually done what they were saying. She said i could still shop in stores but I am currently unable to go into stores to shop as i am recovering from serious illness.
I have been quite a good customer and i am a bit [hhmm] that they have banned me for supposedly returning a £15 item that i never received. Do you think i have been rightly banned? (And yes i am aware this is not a huge problem and will have very little impact on my daily life.)

Mention the illness that means you can't get to the shops many times.

I do generally prefer phone to email, but in this situation i would be rubbish on the phone and just so okay to whatever they say.

No twitter, i wonder if topshop has a MN presence a la OcadoAnnie...

So they know the item was part of a delivery as they have tracked it?

So it was refunded without a receipt & without checking at least that it was the same person??

Bloody hell-someone´s for the high jump!

They have stolen 15GBP from you.

(and I would also assume that they should not refund in store for items bought online)

their CS is inconsistent.

You generally can in most shops return things bought online. But you would usually need the delivery note and proof of how you paid in the form of the confirmation email you received when placing the order. So that they can only refund to the card paid with.

If an item was stolen in transit it would be easy enough to return but they'd only be able to get an exchange or gift card.

Here (Germany), you can´t get a refund without a receipt, & there´s a time limit!

They have a Facebook page. You should copy paste this link on to their wall and ask for someone to contact you

Also, remember although people are asked to put their name and address on the receipt, you dont actually have to by law, and to be honest, you could write any old garbage on there....

OP definitely write an email. Someone has stolen from you.

The OP got her money back. Someone has stolen from TS and the OP is getting the punishment

Be like a dog with a bone. Do not be fobbed off. Say you would like them to involve the police.

Ah.
Even worse. Unfairly blamed for someone elses thievery.

OP can you not set up a new account?

I don't understand - can you explain it?

You ordered several items. Let's say a scarf, worth £15, wasn't in the box which was delivered. You complained and got a refund.

Now someone has taken that scarf to the shop and got a refund on it. Their refund was in the form of a gift voucher because they didn't have the receipt.

Now - if they didn't have the receipt, why would they say this scarf belonged to you? Were they pretending to be you?

Why would anyone think that was the scarf that was delivered to your house?

Email The fraud people at topshop. I'd challenge them to look into the CCTV because you didn't return it and have been the victim of a crime - your stuff was stolen. Tell them also you shop online as you have trouble getting to the store.

If someone returned the item to a store (assuming without recceipt or proof of purchase) how would they know it was YOUR item?? If they did know it was YOUR item (which had previously been refunded) then why did they refund again??

I understand. Someone has nicked the item, taken it back into a shop with no reciept and got a gift card refund. Which you could do. Shops refund with no receipt.

Shop are basicly saying it was you who went and got a gift card recipt. So the fact it hasn't gone back to your credit card is no proof as far as they're concerned that it wasn't you.

But yes, I'd be bloody furious about being accused of being a thief.

Imperial & gin, lots of shops now have 'intelligent labels' so they can precisely track each item.

They'd have had a copy of the delivery note with the order number on it Imperial- hence it being linked to the order.

I'm guessing that they know it was YOUR item as there must be an individual code assigned to each item when its scanned at the till. Clever.

They knew it was my item as the web order number was quoted.
I never even really thought about how i am being accused of theft, i was just a bit put out i couldn't buy a new frock. Am rather fuming now, definitely not a thief.
Off to write angry letter and demanding they press charges on someone that isn;t me. Might have to get my neighbour round to help as she used to be an english teacher and my writing skills are a bit crap.

Assuming the theft was somehow connected to the delivery people/ the delivery period,they would have your address and name but not your signature (unless you signed for parcel). If they track down the paperwork the signature may well look nothing like yours.

Ohh also now wondering why they would have refunded item in store if they knew it was my item and had already been refunded to me. i will have to include that in letter.

What does your credit card statement say? If there's no refund on there then it looks like what Viva describes is what's happened.

But, on the record of your order - on their computer system - there should be a note of the call you made to them. Can you remember - even approximately - when that call was made?

If you don't want to speak on the phone, write a very detailed email describing what's happened. Include all the detail you can. Really, it should be up to them to prove their version of events, not up to you to disprove it.

Its like how Love Film ban people if they have too many dvds that go awol in the post. So if you have a dodgy postie you're stuffed. Maybe they should look at cctv of when the item was brought back - insist they do that.

Good idea tiny, don't worry too much about it so long as you get your point across and state all the facts. Even though you're understandably fuming don't let that come across in the letter, make it factual and to the point stating dates and times where you can and describing the parcel that had clearly been opened.

Tempting to say just boycott them but I know what it's like when it's your favourite shop, especially if you can't get out to the store. And I think you do need to clear it up.

Yes if the thief quoted the order number then they should have only refunded to your card. If I take an item to a shop with a recipt they won't do a cash refund.

Point out it could have been one of their warehouse people/packers.