Consumer issues- company making it very hard for me to return goods

[whataboutbob]

I bought an item of clothing online and have decided it doesn’t suit me. It was £145 so I’m not happy to write it off as a mistake. The website says I have arrange a date for DHL to pick it up ( so a whole day waiting in) . I then have to generate a returns label for the chosen date. I have tried doing this but when I enter my chosen date, it generates a label for a return date which is in the past. Have tried mailing company, my emails do not go through. I’m slightly losing faith. I will ring them tomorrow, apart from the obvious what do I say to ensure I get a refund? Are there any consumer rights key words here so I don’t get fobbed off? I am within the 14 days they specify. Thanks for any advice.

Under the Consumer Contracts Regulations you can cancel the contract and receive a full refund provided you do so within 14 days of receiving the goods. As the company wants to collect the goods they must provide the refund within 14 days of you notifying them that you didn't want the item regardless of whether or not they have actually collected it. This assumes the item was not tailor-made, personalised or sealed for health protection or hygiene reasons.

Thanks prh that is most helpful. I don’t come under any of the categories you list. The challenge now is going to be contacting them, the website makes it impossible I get an ooops! message. I am going to ring them tomorrow. May post again if it gets complicated.

This is a very useful site for uncooperative (or, in your case, possibly uncontactable) customer service teams. I don't bother with escalation processes - if I don't get any joy with front-line support, I go straight to the top (which, in reality, generally means going to a dedicated 'executive complaints team' - but they have more power to get stuff done.) Never fails.

www.ceoemail.com

In the interests of karma, I also use the contact details to tell executive teams about good service I receive!

Thanks @ItsGoingTibiaK. Did you mean to copy in a link to a website ? Or should I just go straight to executive complaint team?I managed to find a customer service address and mailed them yesterday. If no joy I’ll get on phone tomorrow.

@whataboutbob

That's weird - the link is showing and clickable when I look at the thread! It's www dot ceoemail dot com. 😀

Indeed, so sorry my bad. I actually thought ceoemail was a poster!

Just tried the website it’s great. The company is agnes b so I feared there might not be an address in the U.K.
Just checked my emails and the one I sent to customer service has bounced back. Can’t say I’m surprised.
Will ring tomorrow and if no joy will write to CEO address.