A word of warning

[parachutegirl]

A month or so ago my DS had trouble with an online retailer after returning two expensive items that didn’t fit - they only refunded him for one. It took weeks to sort out, they were adamant and were requesting proof - photos (does anyone think to take photos of packages they’re dropping off at an inpost locker?) Weight of the box (which he didn’t have because it was a locker) but eventually he got the money back via the bank chargeback.

As a result of that hassle, I ordered footwear I wanted from Amazon rather than other more obvious retailers because I’ve never had issues with Amazon. Spoke too soon! I sent them back as they didn’t fit, using a QR code at the post office. Got the email straight away thanking me for dropping off, refund was issued. Couple of weeks later got email reminding me to send the item back - long story short they claim the box was empty! They then took the money again. It was only due to DS having had issues I actually DID take a photo of the box on the scales, and after several phone calls they’ve actioned a refund.

I’m aghast that they can have a returns system that holds the customer responsible for anything that happens to the item after it’s handed over. Are there warehouses full of dodgy people nicking them? Delivery drivers opening boxes and helping themselves to stuff? I don’t even know what’s the safest way to return things anymore - I deliberately used post office as I assume it’ll all be easy/reliable!

Returns are a nightmare. Last October my son Returned some goalkeeper gloves for the next size up. Evri collected from our house and the company said they never received them. Lots of emails and Instagram messages and they said we had to raise a claim with Evri! Couldn't do that as we didn't have an actual address as they had organised the collection which we paid £7.50 for! I took over and eventually emailed this week and they are supposedly sending a replacement. Hmm we shall see!

I had a problem last summer with Stradivarius. I ordered some shorts in two sizes and sent one back. Never got an acknowledgement or a refund. I went into the shop in the Trafford Centre and they were useless. Only contact is through the app and nobody ever responds.

It’s just shit isn’t it? I just don’t think the onus should be on the customer once it’s been handed over to the courier. Cheeky twats just thinking they can charge me again!

Yup, it’s awful. I returned quite a big order to gymshark recently via their returns portal. Dropped it off and forgot all about it until I happened to spot an email from the returns provider a few weeks later telling me the return window had closed. Obviously had a total panic for a few minutes but fortunately found the photo of the drop off receipt.

What really annoyed me was that the instant I provided the reference number to the AI chat support, I got a response saying my return had been received and my refund would come through.
So what happened between them clearly receiving the returned items and me responding to the almost-missed-as-spam email??? It feels like someone in the warehouse has some kind of scam going and counts on most people either missing the email or not having the return details, then they pocket the goods and resell them. The refund response was so instantaneous that it felt super dodgy.
DH said the exact same thing happened to him with a totally different company recently. So watch out!

after a couple of expensive and bloody annoying to sort problems, I now only buy online of if I absolutely can’t buy in a shop. The couple of pounds saved is just not worth it. I also now find the constant repackaging and going to the post office and arranging to be in for collections inconvenient.

It’s annoying so many clothes shops have closed, but I live in London so can usually find somewhere to see things first, even if I have to order my size. Anything else I just can’t be bothered.

I will buy online if I can easily return it to a shop as then the refund is sorted right away rather than having to keep an eye out for emails and then check the bank account.

This is where ring doorbell is a help!

I ordered two sizes of a wetsuit jacket from Sports Direct, intending to return the size that didn’t fit to a nearby town. I tried to buy in-store (always do), but that item wasnt stocked in the shop.

The size 12 fit perfectly, so I went instore with the receipt and the size 14, expecting it to be easy. I was aghast to learn that Sports Direct don’t accept returns in store for items sold online, and it would cost six quid to use their courier.

i sold it on Vinted instead. More shady practice from Sports Dorect.

I actually choose to shop based on their ease of return! It is a major bugbear of mine!! I really like Baukjen, but their returns are diabolical!! Scamp and dude are good! As are Boden and M&S but so many are awful

I’ve always done return where I drop it off and get a receipt then email it to them confirming I’ve posted it back. Then if they say they don’t have it, you have a historic email showing the return with a receipt. That’s worked for me as a lot of times

There was a lady on here recently who had a similar problem with Next in store drop off. They claimed she’d returned a dirty old pair of the shoes, even tho they were handed to a store colleague & refunded. It was wild.

Thanks for the thread. Sadly yes lots of people are happy to steal. It's a great idea to take a picture of the returned package on the scales but obviously the onus shouldn't be on the customer to prove their innocence. This is why I hate shopping online!

I returned a dress at John Lewis. I asked for a receipt of the transaction. the sales person said I would get an email. 24 hours later, still no email.
Virtually impossible to find contact details- just a frustrating loop of irrelevant FAQs and useless information. This is JL- supposedly customer service is their thing.... Who knows if I will ever see my refund.

great idea, but both times in this house we had the receipt saying we’d dropped it off. The issue happened after that point and they were still holding us responsible. Shocking customer service.

Stuff is nicked at various points in the return process, that is obvious. Couriers, warehouse staff. Combine that with the gig economy the problems just magnify.
The actual customer issue though is the fact that systems and businesses first, and most likely successful point of call is to blame the customer.

That’s shocking. Really bad customer service.