Any idea how to proceed with this?

[retaildispute]

Bought two pairs of shoes online, same ones in different sizes to try on (from the same shop)

Neither fit properly so got a return label, packed them exactly as they’d been sent, in their boxes in the same packaging, exactly as they’d been delivered to me. The parcel was recorded as delivered.

Only got refunded for one pair. Contacted the retailer, basically they said they only received one pair, and I’ve got to PROVE that I sent both back. Told me to contact the courier, they can’t help as they delivered the package as promised so going round in circles. Tried chargeback via bank, that’s a no go.

Any ideas what to do next?

Did they arrive in one package?

Yes they did.

Your contract is with the seller, not the contractor, so the return by the delivery contract is for the seller to sort out.

There is no possibility that you can prove you sent both pairs (as even a photo prior to sending proves nothing)

So it is for the seller to prove you did not send the second pair, and that is something the seller must investigate with the courier service not you, if they have no proof they must refund you.

The whole thing is farcical - they are not communicating with the couriers at all, they are just emailing me.

They’ve emailed a blurry copy of a returns form from their warehouse that’s illegible - all is shows is that a warehouse assistant ticked a box saying it was one item returned so in their opinion that’s their proof!

What shop?

That is not proof is it.

Oh and the warehouse opened your parcel then lol

Well yeah, I assume parcels that are returned do get opened by someone in a warehouse? But all it takes is for a warehouse worker to tick “one item” on the form by mistake, or do it deliberately and stick the other item (expensive trainers) to one side ready to take home later. I don’t know what security measures they have in place to prevent this happening.

Foot asylum

The missing link is what happened with the courier which is their problem not yours.

Is there anything recording the weight of the package if you dropped it off anywhere?

Been trying to pursue this with the courier but not getting anywhere - it was dropped off in a locker.

What is the value of the shoe?

Exactly the same thing happened to me - different brand. Sent back two pairs of shoes, one arrived - and when I challenge it they accused me of fraud.

Did you have a picture of the parcel?

In my incident, they shared a whole series of photos from the warehouse as ‘proof’ it was one shoebox - but notably didn’t share a photo of the original box id sent them both in. Plus I had a receipt of weight from the EVRI courier (might they do this when they collect the parcels at the locker?).

Do not give up - keep pushing, they’re just hoping you will back down. Once the parcel is in the locker it’s an issue between them and the courier - if there’s no way of them being able to monitor it’s the correct parcel, that is their issue.

Theft of returns seems to be a growing problem, countless reviews about it online for the brand I had an issue with.

Didn’t even occur to me to take a photo of the parcel, and even if I had, it could’ve been empty boxes wrapped up so isn’t worth anything proof wise. It’s appalling customer service, everything was done correctly.

If it’s inpost you can contact them - they have a number on the locker. Ask them to check the weight (you’ll have an email with ‘all locker-ed up’ that’ll tell you date and time!) of the parcel you put in