AIBU to think there must be a way to prove that Karen Millen are lying, not me?

[definitelyfour]

I ordered 5 dresses (3 styles, 2 sizes of 2 of the styles) to try for an event I have coming up. I returned 4 of them, selecting them for return in their ‘returns portal’ and posting back via Royal Mail. I have a receipt for this but it doesn’t really help the issue.

I received an email saying they’d processed my return and I’d soon receive x amount but in the email they only mentioned 3 of the dresses I’d returned. I thought it was just a mistake on their part but then noticed in my bank account they’d only refunded me for the 3 mentioned in the email.

I contacted customer service via text (they don’t have a phone number or a way to speak to someone in any way other than text, infuriatingly) who insist I only returned 3 rather than 4. The dress is nowhere to be found in my house and was well packaged. What can I do about this?! I don’t see any way I can prove I DID return the dress they’re saying I didn’t and now I’m out the price of the dress (which they have back to resell!) Do I have any recourse here?

Can you check the weight of the parcel you paid postage for against the original parcel?

The weight of the parcel with all 5 dresses will show on the label from KM.
Weigh dress 5 and subtract this from the original parcel's weight. This should match the weight of the parcel you returned.

Edited to add apostrophe

I had this from asos, they decided to believe me as I was a long standing customer and processed the full refund. I’ve no idea what happened to the missing item, staff issue? Looking at the weight is a good idea. You could also look to see if this could be covered by credit card loss insurance if you used one to purchase them.

They relented! Thanks for the advice :)

Glad it has been resolved. 😊