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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to not know what's happening

29 replies

MyBoysAndI · 12/04/2018 22:32

I ordered clothes from Dorothy Perkins 26th March.

After hearing nothing l contacted DP. They declared the parcel lost and said they would refund me the amount. However as the payment was still pending they would need to wait for it to be debited and then refund it. This happened today.

I then received an email later today telling me that the delivery is ready for collection. I went and collected it as l wanted to check it was that first order and not a subsequent one l had made. ..... it is the missing order.

Does anyone know what happens now? Will they re-debit my account?

sorry not really an AIBU but l wanted responses

OP posts:
user1471517900 · 12/04/2018 22:36

Surely you could just tell them this....

DerelictWreck · 12/04/2018 22:37

Well when you tell them you've got the parcel, they won't refund you - no mystery!

Original poster
MyBoysAndI · 12/04/2018 22:43

I have already had the refund. That credited my account before the email arrived telling me that the order had now arrived

OP posts:
DontbeaDickaboutit · 12/04/2018 22:48

I guess when you collect the parcel they'll debit the amount?

Original poster
MyBoysAndI · 12/04/2018 22:53

Can they do that without authorisation though? As they have refunded me already

OP posts:
user1471517900 · 12/04/2018 23:31

Have you told them this. Surely when you do they will explain this to you.

Shizzlestix · 12/04/2018 23:31

Contact them, tell them you have the order, pay over the phone. Simple.

Humv · 13/04/2018 02:16

They can’t debit you again without your authorisation, so if you’re going to be honest about it you’ll need to call and let them know and repay. Otherwise they probably won’t notice and you’ll essentially have an order you’ve never paid for.

SickofThomasTheTank · 13/04/2018 02:37

Actually yes they can. Not a lot of people realise that actually, when you give a company your card details, they can take what they like and there's not a lot nothing at all you can do about it.... Any bank will tell you this.

If you keep that item OP, that's theft essentially

DeniseBest · 13/04/2018 03:00

This happened to me.
Ordered some make up online, never received it, informed the retailer who investigated and declared parcel lost, money refunded. This was about 6 weeks on from the order being placed.
About 2 weeks later the make up arrived so I emailed the retailer to let them know and what do I do now regarding payment. They told me not me not to worry and keep it.

Bettyfood · 13/04/2018 03:02

Just email them with your order number letting them know you've got the goods now.

Original poster
MyBoysAndI · 13/04/2018 05:05

Customer service is dreadful. They don't answer the phone. Emails are not answered for days. Tweeted them and they said to DM message my personal details. Told them that they need to "allow" me to do that and they replied that actually they can't due to a "systems error" so l should phone the very expensive non-answering phone line. Facebook is just as bad as they don't reply to messages for several days and then give a completely unrelated response.

Dreading sorting this out and the clothes looked dreadful on me too so l don't want them anyway!

OP posts:
Plump82 · 13/04/2018 05:43

Well if you dont like them on just return them?

SaucyJane · 13/04/2018 05:49

Are you asking if you can keep the items without paying for them, OP?

SaucyJane · 13/04/2018 05:50

Just seen last message - if you don't like them, just take them back!

Sparklingbrook · 13/04/2018 06:12

Yes just send them back. Then you are all straight.

Original poster
MyBoysAndI · 13/04/2018 06:54

No l don't want them. They don't fit.

It has all been such a muddle and on reading the complaints by other's on their Twitter and FB page l really don't hold out much faith in them not trying to re-charge me when they realise l now have them.

There are complaints about refunds not being given as they "never arrive" back even though they have been returned instore.

I'm just concerned that as the "computer" currently says l don't have them what will happen when l say that l do have them.

The collecting store said the online system isn't working at all and they are having to keep paper copies of all collections. This concerns me further as l wonder how long it will take to update the system to say that l now have them...

And if l return them in the mean time, will that confuse the system further as l'd have returned an item that infact doesn't excist

OP posts:
letsdolunch321 · 13/04/2018 06:57

Return them to store for another refund.

monkeysox · 13/04/2018 07:00

Take them back to the store

midnight1983 · 13/04/2018 07:01

Just return the items and explain what happened. As a refund has already been made, the items are already back in the system. You can't refund an amount without products being associated with the amount of money. This will have happened millions of times.

Sparklingbrook · 13/04/2018 07:07

Surely when the email arrived to say the parcel was there then it would outline what was in it and the order no. etc?

If you had done a subsequent order it would have a different order number and contents?

TERFragetteCity · 13/04/2018 07:24

Just return them, i am sure they will cope.,

notsohippychick · 13/04/2018 07:25

Return them. Job done!

LillyBugg · 13/04/2018 07:45

You are really over complicating this. Just take them back to the store. They aren't going to charge you again at that point are they if you are taking them back?!

Similar happened to me recently, they sent me two pairs of trousers instead of one. Both the same size but only one pair actually fit. And that pair had a massive hole in them. Returned both to store as I couldn't get through on the phone to find out what to do about the returns note. The lady was so confused that I had an item for 'free'. I think it probably happens a lot but staff aren't aware of it because most people just keep the items they haven't been charged for.

Original poster
MyBoysAndI · 13/04/2018 08:15

I know I'm over thinking it Blush l just have no faith in them sorting it out correctly due to the current issues and from the amount of complaints online they have received

OP posts: