Refusal for item replaced or refund

[Proseccoprincess33]

Long story short. I ordered some items from boots, to include a perfume. I don't often treat myself to perfume so was gutted when I opened the parcel to see it wasn't there. I contacted boots and they said they would issue a refund. They have since come back and said that when the parcel was weighed in the warehouse the weight indicated that the perfume was in it. Therefore they won't be issuing another perfume or refund.

Has anyone had any success battling this issue with boots or am I going to have to accept that I'm 50 quid down and that's that? The package wasn't tampered and was in good condition when it arrived.

Can you weigh it and take a photo of its contents? If it is the same as they are saying, that proves the perfume was not there in the first place.

Did you pay by card? If so contact your credit or debit card provider and they may be able to help.

@Rollonsummer24 that would have been a great idea. However I only found out about the weighing issue today (a month later).

Initially when I noted the item was missing I rang straight away and they said an item replacement or refund was no problem. They said it might take two weeks but it was all fine. Then I got an email 2 wks later saying something about failed internal checks and no refund would be issued. I rang them and they apologised and said it'll be no issue and she'd ensure refund was made. Again received an email 2 weeks later saying internal checks failed. So I rang again today (a month since it all started) and was told it was the weighing issue that meant they would not be issuing refund. By this stage box was gone (although I do have a pic) and other items have been used.

@shesamarshmallow I did. Who would you contact? Your bank?

If you don’t get any joy I’d tweet them and shame them into sorting this. £50 is a lot of money to write off and they’re giving you the runaround ridiculously.

Your card provider. If that’s your bank then contact them.

@WynkenDeWorde you are right. I might just do that. Thanks x

Does your picture include the weight, @Proseccoprincess33? That would be a good starting point. You could then weigh the other items and it might help to prove your point.

Does the package label indicate the weight? - & is that in your photo?
Which carrier did they use? can you look up the tracking - is there detail there? Or can you contact them and ask what the weight of the package was?

I would go back to Boots, and ask a) what was the weight of the parcel sent and b) what was the weight of the parcel the carrier accepted - and ask for proof of both. Onus is on them to prove. If no joy, go back to bank/card provider and raise a dispute.

If you add up the weight of the items ordered, then add a similar sized & thickness box to your scales, you should be somewhere near the weight of the parcel. Perfume is usually in a glass bottle and relatively heavy

Yeah ask them to prove the weight of the parcel
Also try commenting on social media - they tend to respond to bad publicity

I would report them to Trading Standards and your card company. You paid for something and they have not provided it. Give them a short deadline and put it in writing, quoting the names and dates of previous calls. I would not waste my time on their internal processes such as weighing parcels. Having said that, I am assuming you are of good character as are people in your household.

I find boots super helpful for these things if you tweet them