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.)

Oh I see, their claim is that you got a refund on your card AND took the item into the store and got credit. Imagine having the brass neck to think of doing that!

Your writing skills are very good Tiny. I know how stressful this is - I can tell from your posts. You need to speak to a manager. If they can't help you need to speak to their manager...if they can't help...you get the point? Speak to the organ grinder, not the monkey. Perhaps tell them you have Mumsnet behind you. We are a powerful force.

The thing is - they refunded you, and then they refunded someone else a while later - that's not your afult! They shouldn't have refunded the person in the shop.

And what about that person - they should be banning them, not you.

I hope you manage to sort this out by emailing head office. It must feel horrible being accused effectively of stealing and fraud.

I agree with PP who said, ask them to involve the police. Tell them you want them to. No self respecting thief would ask for law involvement.

But OP hasn´t been refunded, has she?

Surely the person who stole it took it to a shop even before Op received her order?

Yes she was refunded when she realised it was missing.

Also, whether you write or ring up, make sure you use the word complaint - as I understand it, this means it has to be dealt with differently than, say, an enquiry. Make it very clear what you want the outcome to be - at the very least, your account should be reactivated and they should apologise. I would be asking for some sort of token for the embarrassment and distress caused, too!

You'd think Top Shop would give you the benefit of the doubt before banning you, wouldn't you? It's very harsh for just the one offence, especially when they can clearly see you're a regular customer.

Oh God, that sounds like I don't believe what you're saying - sorry.

But if she wasn´t refunded to the card that she paid with-where was she refunded to??

And if the item had already been returned why was she refunded????

And she was refunded-how was the item returned???

Topshop have fucked up because they refunded the same item twice, even though they had a system in place to prevent that happening.

You shouldn't pay the price for their mistake, especially as you're a regular customer with a 'clean' record.

And in fact, they haven't technically lost any money because they refunded onto a gift card, which is just technically swapping the value around.

diddl - I was confused too, but I think there's been a double refund - first to the OP's card and second, in-store, to whoever stole the item from her delivery. The refund in-store was given as a gift card.

So, definitely a fault with their systems.

OP puts that she was refunded & then later that she wasn´t refunded to her card.

i don´t get it.

What a cock up! A employees of Topshop's fault. A terrible thing to be branded a theif. Write a letter, send via recorded delivery. Update us. I am angry on your behalf. Dirty rotten bastards.

"first to the OP's card and second, in-store, to whoever stole the item from her delivery. "

Well if that´s the case then they´ve got a shit system-& missed to the chance to catch a thief/scammer/fraudster.

Diddl, She was refunded initialy (to her card I presume), and Topshop have told her that she was also refunded instore, but this was not to her card -it appears to have been put on a gift card.
Because Top Shop systems have failed, the OP is now neing unfairly blamed for fraud.

Ludicrous and unfair - especially when you told them it hadn't arrived. Write a snotty letter.

There's nothing wrong with your writing skills op.

I would start an email trail, phone calls are deniable and you're reliant on the person on the other end making proper notes. The fault here is with their system - if they use intelligent labels or whatever they're called when that item was presented for a refund it should have been flagged up as already refunded. Not your problem.

OK-I think that that is what is confusing me.

So OP isn´t down any money-but being blamed for their cock up?

I´m amazed that having been refunded, it wasn´t picked up on when the item was taken into a store-or that OP was refunded if the item had already been returned.

And that the assumption is that that must have been OP who returned it!!

What yellowriver said - it's an obvious scam; why can't they see that?

Can you provide an alibi for when the return was processed in store?

YOu could also try asking for advice on the Moneysavingexpert.com site - they might be interested in this sort of thing.

Or contact Watchdog - is it still running on the bbc?

write to head office and complain, it's not on

Thanks OP- if I ever get a damaged package now I'll definitely be taking pictures before I open it. Can't wait to see Topshop's response!

Yes, rather wish i had taken a pic at the time but was too excited to open it. Email written, probably won't get a response until tomorrow now i'd guess.