How do I resolve this???

[sleepfortheweek]

Will try keep it to the point, don’t want to drip feed but it’s a been quite a charade…

I signed up to an ‘online personal shopper’ (LOOKIERO). I received the first couple of parcels and was quite happy, kept a couple of items from each. I liked the idea, and I live very rurally so going out shopping for clothes just isn’t an option for me without travelling for hours so this seemed like a good idea.

the only problem was it was always an Evri return label to send the unwanted items back. I don’t have an Evri drop off near me BUT I was actually travelling to areas which I could drop it off the first couple of times so not a problem.

the third time, I kept a couple of items and wanted to send 5 back. I had no plans of travelling to an area where I could use an Evri drop off point (nearest is 3 hours away) so I emailed them to ask for an alternative option. I got no reply, and I followed it up twice more asking for my options. The only response I got was ‘you need to return by X date or you will be charged the full amount’ (nearly £300). No acknowledgment of my requests or lack of Evri drop off so I send it using Royal Mail tracked using the address they had on the return label.

i emailed to let them know it was on the way (so they don’t charge me the whole amount’ and I was basically told I needed to somehow get it back as it wasn’t a valid return option and that I should have waited for a response from them before proceeding?! They repeatedly said ‘how would you even know our address’ and kept ignoring my answer of ‘it was on the return label’

royal mail marked is as delivered, and I even got an email from LOOKIERO saying my return had been received.

however, they keep trying to take the £300 from my account saying they never got the return, that I have have debt with them, that I used an invalid method of return etc

I have blocked them with my bank but they have tried about 10 times to take the money from
me and it must be AI who answer their emails as they are not listening to anything I have said.

I've sent them a ‘final notice before legal action’ email but it’s been ignored.

i can go through the simple procedure court (Scotland) but that’s only if I’m owed money but that’s not the case as they’ve not been successful.

I just want them to stop trying to take money from me and make sure I don’t have any outstanding debt in my name!!

what should I do??

and please, avoid Lookiero 🙈

Put what you said into Google Gemini. That should give you some advice. I had a retail issue and did this and the advice it gave helped me get it resolved.

I’ve been using ChatGPT - I’ve done everyone advised including contacting consumer advice Scotland who have told me I can go through a ‘simple procedure’ (i think it’s called??) but that seems more focused on if you are owed money

The advice you can get can be different. I ran your post into Gemini and here is response. Hope it helps. I know from experience how frustrating it is.

Here is a step-by-step tactical advice plan you can share with the Mumsnet poster to get this resolved and protect their credit record.

➡️ 1. Protect the Account and Credit RatingInstruct the Bank to block continuous payment authorities: The user has already blocked them, but they should specifically tell their bank (or card issuer) that they have revoked continuous payment authority (CPA) for Lookiero. If the bank accidentally lets a payment slip through, the bank is legally required to refund it immediately under the FCA rules. [1] (lookiero.co.uk/terms-and-conds)Monitor for debt collection agency actions: If Lookiero passes the alleged debt to a third-party collection agency, the user should not panic. A debt collector has no legal powers to seize property or affect credit scores unless they obtain a court judgment, which is highly unlikely given the user's bulletproof evidence.

➡️ 2. Bypass the AI Bot Customer ServiceThe reason the user is getting nowhere is because Lookiero uses automated ticket filtering. To bypass this and get a human eyes on the file: [1] (uk.trustpilot.com/review/lookiero.co.uk?page=3)Escalate on public review platforms: Companies monitor Trustpilot and social media far more closely than standard support queues. The user should leave a clear, objective 1-star review outlining that they have Royal Mail tracked proof of delivery and an email receipt confirmation, yet the company is still attempting to charge them £300. Often, a high-level customer resolutions manager will respond publicly to resolve it. [1] (uk.trustpilot.com/review/lookiero.co.uk)Email the executive or legal team: If they can find a generic legal email or use a service like Resolver UK, it may route the complaint to the right desk. [1] (https://www.resolver.co.uk/companies/lookiero-style-uk-ltd-complaints)

➡️ 3. Issue a "Statutory Debt Dispute" NoticeSince Lookiero is ignoring a standard "before legal action" email, the user should shift the strategy. Instead of threatening to sue them, the user should write a definitive email asserting that the debt is officially disputed.They can copy and paste this draft:Subject: FORMAL NOTICE - DISPUTED DEBT - Account [Insert Account Number/Email]Dear Lookiero Management,I am writing to formally state that the alleged debt of £300 you are trying to collect is entirely disputed.Under the Consumer Contracts Regulations, I exercised my right to return unwanted goods. I contacted your customer services multiple times to request an alternative return method due to my rural geography (the nearest Evri point being 3 hours away), which went ignored.I subsequently returned the 5 unwanted items via Royal Mail Tracked (Tracking Number: [Insert Number]) to the return address printed on your own official packaging slip.Royal Mail has marked this item as delivered to your address on [Insert Date].I received a confirmation email from Lookiero on [Insert Date] stating that my return was received.Any further attempts to automatically debit my account will be treated as unauthorised transactions. If you pass this unverified, fully disputed matter to a third-party debt collection agency, it will be treated as harassment, and I will report the matter to Trading Standards via the Citizens Advice Consumer Service. [1] (www.citizensadvice.org.uk/consumer/get-more-help/how-to-use-an-ombudsman-in-england/)Please confirm in writing within 14 days that my account balance is £0 and that this matter is closed.Yours sincerely,[Name]

➡️ 4. Report to Authorities
If the company continues attempting to take money after receiving the dispute notice:Contact Citizens Advice Scotland / Trading Standards: The user can log a complaint through the Citizens Advice Bureau. Trading Standards can investigate Lookiero for unfair or aggressive trading practices if they systematically attempt to penalise rural consumers who use alternative postal methods. [1] (www.citizensadvice.org.uk/consumer/get-more-help/how-to-use-an-ombudsman-in-england/)To give more tailored advice, did the user pay using a standard debit card, credit card, or PayPal? Knowing if they have received any formal letters from a third-party debt collector yet would also help.

AI responses may include mistakes.

AI is not a reliable source of legal advice.

you said they have acknowledged receipt of the items that you retuned by an alternative method, and in any event you can prove it.

you have blocked attempts to debit your account.

so all good.

strictly you have no claim against them in small claims since they owe you no money.

i would locate the name and address of the CEO can be found on companies house, or if abroad the address you have to the CEO

explain the situation and say cease and desist in your attempts to steal money from me.

just to avoid a potential credit rating risk.

@GeorgeA12 I’ve done pretty much all of the above 🙈

@Hedgehogforshortthank you it’ll try find the info for the CEO

It’s been so frustrating and stressful! Thank goodness I had blocked them before they attempted the first payment