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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Store refunded me then sent the goods ....

259 replies

veredd · 21/11/2021 15:49

I ordered some Christmas presents from a well known online retailer.
It cost £150
The parcel was meant to be here last Monday and it didn't arrive.
They said it was lost and refunded me £150 (it's back in my bank ) so I re ordered the items.
Now the first parcel has turned up that I've been refunded for.
What would you do?
Do I tell them?
Or do I return the second order and get a refund and keep this order that's already been refunded
Or is that awful ?

OP posts:
MeetMeAtOurSpot · 21/11/2021 15:53

Yes that is awful.
I’m sure loads of people will be on to tell you to do it but you wouldn’t walk into a store and walk out without paying…would you?
You’ve been refunded on the basis that they didn’t arrive. They’ve now arrived.

InTheLabyrinth · 21/11/2021 15:55

Are you sure it's the first parcel that's turned up and not the replacement?
I'd let them know. They will quite possibly let you keep it all, but wouldnt it be better to do that with a clear conscious?

GiltEdges · 21/11/2021 15:55

I'd call and tell them. Happened to me once before with John Lewis. They just told me to keep it 🤷🏼‍♀️

DobbyTheHouseElk · 21/11/2021 15:56

Wait til the second order arrives. You might have received the second order.

fluffythedragonslayer · 21/11/2021 15:58

If the second order also arrives just email the company and let them know

BarstewardofNorthstead · 21/11/2021 16:00

Something happened to me a couple of weeks ago. I sent the parcel back to them using their prepaid returns label.

It would have been dishonest to have kept it.

CloseYourEyesAndSee · 21/11/2021 16:02

@BarstewardofNorthstead

Something happened to me a couple of weeks ago. I sent the parcel back to them using their prepaid returns label.

It would have been dishonest to have kept it.

She has reordered and paid So she's paid and received the items and is wondering whether she can cancel the second order so she gets the items for free
Luredbyapomegranate · 21/11/2021 16:06

@fluffythedragonslayer

If the second order also arrives just email the company and let them know
This.
MrzClaus · 21/11/2021 16:07

I've had this happen! I was told to keep the goods for free.

The company (large department store) thanked me for being honest - but also said, when they make the claim for the parcel against the delivery company they get proof of tracking / delivery etc to prove it's lost within the system. They said they refund from their accounts, then recover from the delivery company and that they could have potentially found out it had then been delivered and asked for the goods back from me when they claimed agains the delivery company!

pigsDOfly · 21/11/2021 16:08

A similar thing happen to my DD when she ordered something to be delivered to me.

Courier said he's delivered it but he'd dumped it outside a house in a different road and we didn't get it until the next day, by which time the company had sent out a replacement.

We ended up with two parcels and notified the shop, they sent a prepaid return sticker and we returned their goods.

What else would you do?

viques · 21/11/2021 16:09

@verred what you are proposing is awful.

If both orders are with you then contact the company and tell them.

They might tell you to keep both, lovely, great customer service, tell us who they are, send a thankyou e Mail to who ever has dealt with you.

Or they might ask you to return one of the orders , in which case you have the goods you have paid for which is what you wanted in the first place.

The only thing I would say is that they either collect the items or arrange for them to be returned at their expense.

Trumpton · 21/11/2021 16:09

Similar happened to me, I was ordering M&S gift cards from Barclaycard points and it kept failing, I gave up on the physical cards by post and downloaded £100 by email.
3 days later £200 gift cards arrived by post!
I rang them as I couldn’t justify keeping them and they asked me to post them back and as a gesture of good will they would put £5 points onto my Sparks card.
Gee thanks. £25 would have been nice !
Still I did the right thing.

FestiveMayo · 21/11/2021 16:10

Let them know once both orders are with you. They will probably let you keep them but if not you haven't lost out.

FestiveMayo · 21/11/2021 16:11

The only thing I would say is that they either collect the items or arrange for them to be returned at their expense oh yes they arrange the return

thaisweetchilli · 21/11/2021 16:19

I’d keep it. It’s their job to notice these mistakes. Their lack of due diligence is not your problem.

AntiCornLawLeague · 21/11/2021 16:20

I'd send it back, but they need to arrange return.

Naillig222 · 21/11/2021 16:24

Happened me and they were able to cancel the replacement item (it hadn't been despatched yet).
Just email them and explain the situation and leave it up to them to sort it. They'll either arrange a return or else tell you to keep it.

PinkiOcelot · 21/11/2021 16:26

I would definitely ring to let them know and arrange a return.

Drivingish · 21/11/2021 16:28

@thaisweetchilli

I’d keep it. It’s their job to notice these mistakes. Their lack of due diligence is not your problem.
It's surely far from a lack of due diligence/mistake by the retailer?! They were informed the goods didn't arrive (OP is unclear whether it was a delay by the courier or it went astray and they've just found the goods) and diligently sent replacements and will now presumably pursue the courier to find out why the first ones didn't arrive. OP was sent 2 lots to make sure she received one so now she's got both she needs to return one, it's not a mistake by the retailer.
Hopeislost · 21/11/2021 16:33

I would wait for the second order to arrive first, just in case that gets lost too! Then contact them to let them know.

Raindancer411 · 21/11/2021 16:38

I had the same and spoke to them and returned the parcel :)

supremelybaffled · 21/11/2021 16:38

@MrzClaus

I've had this happen! I was told to keep the goods for free.

The company (large department store) thanked me for being honest - but also said, when they make the claim for the parcel against the delivery company they get proof of tracking / delivery etc to prove it's lost within the system. They said they refund from their accounts, then recover from the delivery company and that they could have potentially found out it had then been delivered and asked for the goods back from me when they claimed agains the delivery company!

This. Every single parcel has a tracking number used by the courier, so even if it is considerably delayed, they will know that it has been delivered.
ThinWomansBrain · 21/11/2021 16:39

can you confirm for yourself that it definitely is the forst order by checking the orger reference and/or tracking online?

Original poster
veredd · 21/11/2021 16:41

Both orders have now been delivered and I've had a refund for the first one and it's in my bank

OP posts:
qualitygirl · 21/11/2021 16:41

This happened me twice before and I rang them to tell them...they told me to keep them. One was Jojomamanbebe and it was over 250 worth of clothes!! The other was an item from John Lewis

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