Office have lost of one returns and are charging me - help!

[knackeredmumoftwo]

I have returned 5 pairs of trainers to Office - they were all fair too small and kept one pair.
I received a refund for 2 pairs then a day later a further pair and after a lot of chasing another pair - loads of emails confirming they were all in box etc

They have no said they didn't receive one new balance pair and won't refund me - even though I did send them back - obviously I can't prove this but does anyone have any suggestions how I do not loose over £100.

My original thoughts were that the returns were lost - as I had to chase and chase for refunds on the missing pairs - it's been a nightmare trying to get them to respond as they don't have a phone number - I paid with PayPal

Meant to add

If anyone has any great ideas how to sort this then please let me know

Thank you

How many packages were they in?

I would do a chargeback via the bank.

Do you have a postage receipt with the weight shown if they were all in one parcel?

Thanks - yes all in one parcel
Sent by Yodel and we didn't get the weight annoyingly
They have 4 of the 5 returns
I've lodged a PayPal complaint as I used them rather than my bank - does this work in the same way as a charge back - I've not done this before ?

This happened to me with 5 blazers I bought from Zalando. I had to return all 5, which I did in exactly the same way they were dispatched to me. Three in one box, two in the other. Only 4 were refunded. I had to initiate a claim and after a lot of to and fro and signing a declaration, they reluctantly refunded the 5th blazer.

Thanks - who did you claim with - Zalando or your bank? Trying to figure out what I need to ask of Office as their customer service is terrible

This happened to me with but not with office & they did actually refund all the items as they have cameras checking what workers are parcelling up to despatch & what comes back in. It took a few weeks though.

I had similar with superdry and it took forever to refund all the items. This is the challenge of sending multiple items in one bag.

The good thing about PayPal is that it's easier to get a refund for non delivery type situations like this which is exactly why I use it when buying certain items.

I claimed directly with them