Anybody managed a refund from Saint & Sophia?

[ShinyHatStand]

Ordered a jacket in two sizes but sent them back as they were really poor quality. It was a gift - I'd been given £100 for my birthday.
Unfortunately due to illness I missed their 2 week returns cutoff so they're insisting on store credit.
I've had to buy the jacket elsewhere some I now have £200 in an account that I really can't afford.
I know they are legally in the right but I'm so disappointed by their lack of flexibility.
Any thoughts? Do I just need to suck it up?

Anyone?

I have never bought from them because before I took the plunge, I read a thread where lots of people said their customer services are dreadful and obtaining refunds were damn near impossible. I wouldn’t just suck it up though. I had this problem with an independent company once. They wouldn’t reply to my emails or calls. I contacted my credit card company, despite it being for about £80 (lower than the guaranteed figure for CC). Admittedly, it was AMEX, who are particularly good at customer services. They removed the charge from my account and contacted the company for me. They didn’t get a response either. I don’t know if they could charge back, or if they wrote it off, but I didn’t have to pay.

Not sure you have much of a chance. I sent a pair of trousers back (bought two sizes) I sent it recorded so knew it had been received and within the time limit. I still had to chase them for a refund. Which they gave, but only when I chased them. Decided I’d never buy off them again.

Really helpful. Thanks.
I'll get onto the credit card company.
The quality was shockingly bad.

Lesson learned. Do more homework before buying from a new company. It looked lovely online ☹️

I’ve never had a problem with them and I’ve returned a few items. I was always weary because of the reviews on here but I’ve never had cause to chase them. Actually, DPD delivered one of their orders to the wrong address and I emailed S&S to complain and they posted a replacement straight away.

I returned two pairs of trousers to them 10 days ago (within two weeks of receipt). They charged me £7 for this which is not that excessive but not advertised on the website. They confirmed receipt but still no refund so have just chased. Will update if/when I get the funds.

Should have listened to the advice here. Trousers were cheap looking and nothing like their photos.

They will be sticking to the letter of the distance selling regulations, which state that you have to inform the online retailer that you don’t want the goods within 14 days of receipt. Then you have to return it to the retailer within 28 days of receipt.

I doubt that you’ll have much joy with your credit card provider. Unlike the PP, who tried to contact the retailer but was ignored, you missed the 14 day cut off, albeit for good reasons. Saint & Sophia haven’t done anything wrong, technically. Your only option would be to claim that the jackets were not as described or not fit for purpose: Because your objection is poor quality of goods, rather than the jackets having three sleeves each or something, I think that you’ll have a tough time arguing that the jackets were not of merchantable quality, because most online clothing retailers disclose the fabric composition.

Sorry, I know that’s not the answer you wanted, but it is unlikely that your card provider will go into battle with Saint & Sophia, and refund you at their own risk, because the latter weren’t inclined to make an ex-gratia gesture of goodwill to you.

How long passed cut off did they receive?

If no fault in the item

Not a chance your CC company will reimburse

I always use PayPal because they are fantastic about these things I returned something too late and the company returned it back to me to tell me that it was too late and Paypal just gave me my money back.

Yes but only after chasing and suggesting I would review on mnet and Twitter! That was for a return made within the time limit.

Avoid avoid.

Op didn’t keep to her side of the bargain

so why should this business?

That’s not the case if you return the entire order within the appropriate time limit. Distance selling regulations require the seller to provide a full refund, including for postage and packing, if you contact the seller to say you don’t want the order after all and will be returning it. American Express refunded me under those circumstances.

Yes but the op did not return in the required time limit

Yes, I meant in general terms because someone said if there is no fault in the item, a credit card company will not refund.

They're a bunch of cunts

And their clothes are shit too

They had to change their name from something beginning with Z because of all the bad reviews.

They're also now off Twitter and Instagram because they were inundated with complaints

Oh and they blocked me when I tried to get a response out of them (wasn't even a return!) so THATS how shit their customer service is.

AVOID

I did.

and unless there is a fault, the CC will not get involved if the buyer hasn’t kept to the contractual term imposed on them re 2 week return deadline

Yes of course. Cross wires on my part, but I did say if the retailer is contacted and the entire order is returned within the appropriate time limit.

Yes crossed wires

I bought the same pant in different colours. Totally different shape etc despite supposedly being the same style and size! Took ages to get a refund BUT the one I kept is gorgeous and I love it.
However I wouldn't risk buying again!

Well I promised an update on the return they received on 3rd Nov. I received a refund about 20 mins after I chased. To be fair I’m waiting longer for an M&S refund (though that was free) so they are not too bad though I wouldn’t buy again based on the quality.

But it’s annoying you have to chase cos otherwise it doesn’t come. You know M&S refund will land eventually without chasing

She had to chase because she had not kept to the t&cs in relation to returning items!

I only got refunded after I chased, then they did it the same day. Kept me waiting nearly a month before that. It made me wonder if they only refund when you chase them up.

it put me off ordering from them again, for sure.

I had kept to T&Cs and had to chase. It was only after reading a thread like this did I realise they hadn’t refunded me.