Sports Direct Refusing Refund

[SwiftyFrisco]

I recently ordered some trainers only worth around £30, but Sports Direct sent the wrong size. Fair enough, these things happen. Sports Direct accepted the error, but before issuing a refund, I was told to return the trainers via Evri using a label supplied by Sports Direct. I did this via the Post Office and have a Certificate of Posting.

Evri's tracking info says they have the parcel, but that it's now lost. Other than an email about it being 'investigated', it's impossible to get any real help from Evri as their customer service all seems automated. So, I assume the parcel is gone for good.

Sports Direct are now refusing the refund and keeping my money, saying that the T&Cs state it is my responsibility to ensure the return gets to them. But I think that's really unfair as they sent the wrong size in the first place, and I did what they asked in using Evri for the return, and obtaining proof of postage. Was I supposed to take them back to the warehouse myself?

The treatment from Sports Direct has been pretty horrid. They keep denying the refund and couldn't care less. It's quite humiliating.

AIBU to keep trying to get the £30 back from them (perhaps via a chargeback which will take some time to submit), or should I just write it off?

i hate sports direct and will avoid using them at all costs. They simply don’t care about customers at all

I think your beef is with EVRI, what is thier policy on missing parcels ?

Sports direct are awful. It’s a credit note in store even if wrongly sized. Keep fighting though. You have proof of postage & im sure someone else will be along soon with better advice. I hate them, I try not to ever buy from.

Given my experience of both EVRI and Sports Direct I fear all you will get from trying to resolve this is frustrated...

But YANBU, not even a little bit, that is totally shit.

Yes, but Evri won't deal with her as she won't have paid for the return, Sports Direct will have. Sports Direct should refund the customer and they should claim the lost parcel via evri.

What do there t&cs actually state though? Did they get insurance via evri? You cant return online purchases to store so I would have thought posting it was the limit of your legal obligation? Because you literally cannot do anything else

Amazon refund you as soon as they get the confirmation you have sent it

This. My understanding is that if you have proof of postage with the delivery company nominated by Sports Direct you have fulfilled what has been asked of you and Sports direct refund you and recover costs from Evri.
Sports Direct have shut customer service though.

Your main problem is you're dealing with a retail company that does everything on the cheap that deals with a delivery company that does everything on the cheap. And both have terrible customer service. Again because it's run on a shoestring.

Exactly, and anything in the T&Cs that puts responsibility on her for the safe return of the goods, but she has no say in the choice of courier is likely unfair. The failed delivery is an issue between evri and SD now. If OP had organised and paid for postage I'd feel differently.

Small claims court, it seems extreme but I had to do this once, and it worked.

I would try Sports Direct once more and if still no joy from them and no sign of the parcel with Evie, contact your bank and ask to do a chargeback

Surely they haven't actually fulfilled your order at all? So they need to send you the thing you ordered, or refund you if they can't. The fact they sent you unsolicited mail of an item you didn't order, which you returned and Evri then lost, is irrelevant. At least that's the way I would word my complaint!

This sort of thing really annoys me and so I pursue it even for items of small value. Try citizens advice, they are really good with advice on retail disputes.

They are dire! I placed an order for football boots and shin pads recently, paid the ridiculous postage cost and then they cancelled the boots. So I ended up paying £5 postage for £7 shin pads. The expensive boots obvs made the postage worthwhile. No choice to cancel once I knew the boots weren’t coming.

Just checked the T and Cs, and it dues say returns at are your own risk. Have you proof of return with Evri?

Do the chargeback, they really don't take long.

What on earth is humiliating about this?

I think this is spot on. Potentially worth starting a new complaint framed in this way - i.e. I've paid for goods I haven't received - what are you going to do to put it right? What happens with the other package is a bit of a distraction really.

I hate sports direct. I ordered 5 crop tops in the sale to try on. Tried returning 3 and they refused saying they are underwear! The complaints process was useless.

I ended up making a claim via my bank. It was pretty easy on the app. Clicked on the transaction and then made a claim. I got my money back pretty quick.

I’d go down this route, SD won’t budge!

I was wondering the same, how can trying to get your money back be humiliating?

It's well known that Sports Direct are sticklers for the letter of the law and their Ts and Cs when it comes to returns but if these circumstances I'd keep on pursuing it. No harm in starting a small claim or whatever it's called

Do you mean their customer service has closed down or it's an autocorrect for shit? 😂

You could try contacting Katie Morley, consumer champion at the telegraph:

For personal cases that you would like me to investigate, please copy and paste the form below into an email and send it to: [email protected].

1. Name:
2. Address:
3. Telephone number:
4. Describe what would you like me to investigate in as much detail as you can:
5. Please provide permission to discuss your case with all relevant organisations:
6. Documents – please list what supporting documents you have attached relating to your case:

But generally when places are dirt cheap they have to be otherwise they don't make any money at all. It's the Ryan air model.

Just checked the T and Cs, and it dues say returns at are your own risk. Have you proof of return with Evri?

that be fair enough if she was returning because she’d changed her mind, item doesn’t fit etc…, but not when they’ve sent the wrong item!

Sorry I voted YABU by mistake (wrong thread!)