to think this is a bit cheeky?

[dotdashdashdash]

I bought some things from TOMS. I sent some items back for a refund. I sent them in the timeframe and they arrived back within the returns timeframe as well.

The website advises that returns will be refunded at to via the method used to pay.

They refunded me store credit. When I emailed asking why and they said "oops, mistake, we've refunded your card". Fair enough, mistakes get made. However this is the THIRD time they've done this. Each time they've refunded my card as soon as I've asked - but why do I have to ask?

I'm assuming this is a tactic to get you to buy more with them? Or do you genuinely think it's a mistake, 3 consecutive times?

It sounds more like a plan...something they came up with because a lot of people won't complain. Can't be bothered. I'd stop shopping there after they did it THREE times!

And I'd leave reviews stating why too.

YANBU. I would report them to financial regulator.

@mainsfed

YANBU. I would report them to financial regulator.

why?

This happened to me with TOMS as well. Took ages to actually get a refund.

Yeah, I reckon enough people don't complain that it makes it worth it for them.

I quite like Tom's generally but this has really put me off them.

Tactic - I would report it.

@FortunesFave

Because if it happens three times it sounds like a deliberate tactic: they say they will refund automatically to look good, but in fact they give store credit unless the customer actively chases for it. This is dishonest and would fall under legislation.

This is dishonest and would fall under legislation.

Which legislation?

That’s terrible, i would definitely bring this to light. That has put me off them now.

[quote partyatthepalace]@FortunesFave

Because if it happens three times it sounds like a deliberate tactic: they say they will refund automatically to look good, but in fact they give store credit unless the customer actively chases for it. This is dishonest and would fall under legislation.[/quote]
Gosh I posted that "why" response thinking this was another thread! Of course she should report...you're right