Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
Style and beauty

Looking for style advice? Chat all about it here. For the latest discounts on fashion and beauty, sign up for Mumsnet Moneysaver emails.

Original poster

Online returns - companies only refunding when prompted

36 replies

GinJarRogers · 12/12/2023 14:31

This has happened to me a few times now - returned something I’ve bought online, waited for the refunds timeframe to pass, no refund, so I’ve then chased up by email. Don’t get a reply from customer services but magically the refund suddenly is processed straight away. This seems so dodgy to me, like they wouldn’t have refunded me if I hadn’t chased. They don’t even have the courtesy to reply to my chaser and explain the delay.
Has anyone else had this experience?

OP posts:
HarryOHayandBettyOBarley · 12/12/2023 17:25

Yes I’ve noticed this it is not related to Christmas either as happens year round. Massimo Dutti and Zara in particular.
Cos returns are taking almost a full month but refund if emailed after two to three weeks.
I find it dodgy too.

Koalatreats · 12/12/2023 17:30

Instore ‘sale or reduced’ prices not going through at the till too. Having to call over staff to get it manually reduced. Trailing back to the shelf to price to staff.

The good thing is as I realise more and more these companies are rip offs I elect to buy less stuff. More money in my pocket and less stuff in my house as I realise I cannot be bothered with dealing with the companies.

This year I have gone to buy so many things and then said ‘nah’ just before I pay (online or in store).

LentilFaculties · 12/12/2023 17:54

Maybe this is a good place to say I've had excellent customer service and swift refunds recently from both Boden and Lucy and Yak. Oh, and Vinted, if that counts?

CharmedCult · 12/12/2023 17:59

This happened to me for the first time ever recently, with Zara.

thedukeofbuckinghamshire · 12/12/2023 18:01

Happened to me with Zara too. Do you think it's a tactic to hope we don't notice? I had proof it was delivered back to the depot luckily.

GettingStuffed · 12/12/2023 18:11

Good service from Toast who refunded me the same day when my order didn't arrive.

Alargeoneplease89 · 12/12/2023 18:12

Had the same problem with River island

Janek · 12/12/2023 18:36

I've had this. Also I was only refunded because I had proof it had been delivered. Or I presume that's what happened because with another company I had no proof, I'd just sent it in the normal post and I never got that money back.

MassDebate · 12/12/2023 18:59

Yes! Had this with The Fold - really disappointing and makes me think twice about ordering from there in future as it’s a lot of money to have to wait to have refunded!

Lighttodark · 12/12/2023 19:01

Often happens with Asos

HarryOHayandBettyOBarley · 12/12/2023 19:32

thedukeofbuckinghamshire · 12/12/2023 18:01

Happened to me with Zara too. Do you think it's a tactic to hope we don't notice? I had proof it was delivered back to the depot luckily.

I think its deliberate.

I followed up on one yesterday via chat and they took ages to ask me for the order number, my address, the address it was sent to etc. before finally asking for the tracking number.
I had provided all of this in the original chat message but they insisted on going through it all very slowly wasting a lot of my time. I am pretty sure they did this in the hope I would just cancel the chatbox.
When I finally gave them the tracking number (when requested by them in message number five or six), they told me it would be sent on to another dept to check it out and I haven't heard anything back yet.

I could have been given the same answer in the first two minutes as I had provided all the information they asked for in my original message. Instead it took twenty to thirty minutes without solving the issue.

LadyBird1973 · 12/12/2023 20:09

Can you recall it from your bank if outside of the normal refund window?

socialdilemmawhattodo · 12/12/2023 20:09

HarryOHayandBettyOBarley · 12/12/2023 19:32

I think its deliberate.

I followed up on one yesterday via chat and they took ages to ask me for the order number, my address, the address it was sent to etc. before finally asking for the tracking number.
I had provided all of this in the original chat message but they insisted on going through it all very slowly wasting a lot of my time. I am pretty sure they did this in the hope I would just cancel the chatbox.
When I finally gave them the tracking number (when requested by them in message number five or six), they told me it would be sent on to another dept to check it out and I haven't heard anything back yet.

I could have been given the same answer in the first two minutes as I had provided all the information they asked for in my original message. Instead it took twenty to thirty minutes without solving the issue.

Show quote history

This is why I loathe webchat. It is often totally lengthy and inconvenient for a customer. Have you noticed how slowly the webchat agents reply. I am aware that they used to have to reply to at least 4 customers at one time - perhaps that has increased. But yes the requirement to repeat data already provided is a shockingly poor practice.

Kiitos · 12/12/2023 20:13

Yes. This happened to me this week with Sephora.

Itsgottobebetter · 12/12/2023 20:35

Yep and surprisingly it’s the big well known companies. Ecco took forever and although Finisterre acknowledged receipt of a return at the beginning of November, they failed to process the refund until prompted and it’s only going back on my credit card this week.

Call me a cynic but it looks too much like a deliberate policy to hang on to cash for as long as possible. Who knows some customers may even forget to chase. On the other hand I returned something to a small company ( Style Attic) and they processed the return very promptly.

TwinklingLightsEverywhere · 12/12/2023 21:19

I order everything online and probably send back 80%. I rarely check that I've been refunded because there's so much going in and out, must try harder if this is going on.

Also, has anyone else had parcels returned to them using those 'scan qr code and they will print your label for you' services? I always put a line through my label but leave it on just in case and I've had 3 parcels delivered to me instead of the company in the last month or so. Surely the old label doesn't scan? I had to go on the bloody Web chat each time to tell them and get a new qr code, taking forever.

HarryOHayandBettyOBarley · 12/12/2023 21:28

TwinklingLightsEverywhere · 12/12/2023 21:19

I order everything online and probably send back 80%. I rarely check that I've been refunded because there's so much going in and out, must try harder if this is going on.

Also, has anyone else had parcels returned to them using those 'scan qr code and they will print your label for you' services? I always put a line through my label but leave it on just in case and I've had 3 parcels delivered to me instead of the company in the last month or so. Surely the old label doesn't scan? I had to go on the bloody Web chat each time to tell them and get a new qr code, taking forever.

I always remove the old label as am afraid of this happening.

PlumPeony · 12/12/2023 21:38

Other thing I've noticed, is that I don't always get automatically refunded shipping costs when I return the whole order. I've had to literally quote law for some companies 🙄

socialdilemmawhattodo · 13/12/2023 08:39

Kiitos · 12/12/2023 20:13

Yes. This happened to me this week with Sephora.

Sephora's customer service is diabolical anyway. Last year I had a parcel stolen by the courier and Sephora wouldnt let me report it missing for 10 days. Wouldnt reply to emails, telephone calls (wouldnt answer) or webchats. They could have perhaps stood a small chance of recovering the parcel through the courier (£200+ of goods) but not after that time. I did receive a replacement parcel, refund of missing items and the "kind" offer of £5 off my next order of £30+ after I had posted my review to say I would never buy again from them.

YYURYYUCICYYUR4ME · 13/12/2023 08:41

I have to give a shout out for ASDA, dropped off a return in their drop box and had a refund the next day!! Brilliant service.

CormorantStrikesBack · 13/12/2023 08:44

PlumPeony · 12/12/2023 21:38

Other thing I've noticed, is that I don't always get automatically refunded shipping costs when I return the whole order. I've had to literally quote law for some companies 🙄

I didn’t realise they had to. Will keep an eye on that now.

happyshineyperson · 13/12/2023 09:29

Yes, I had this with Abercrombie. It’s putting me off ordering things in general as well. I’m sure it’s deliberate. Noticed a general downturn in the experience of buying things online (in terms of delivery cost, delivery time, things not being delivered at all, or delivered to wrong place, time to refund). Really putting me off!

Porridgeislife · 13/12/2023 09:48

Baukjen / Isabella Oliver are really bad at refunds too

TheYearOfSmallThings · 13/12/2023 09:57

Instore ‘sale or reduced’ prices not going through at the till too. Having to call over staff to get it manually reduced. Trailing back to the shelf to price to staff.

I am finding this a lot these days. You have to be so vigilant and willing to bring the till to a halt and wait five minutes while they reluctantly call a staff member to go and check, and then they reduce your item but clearly are not going to resolve the issue so other customers get the correct price... And the error is always in their favour.

timefornewme2023 · 14/12/2023 22:12

Porridgeislife · 13/12/2023 09:48

Baukjen / Isabella Oliver are really bad at refunds too

I came on to say Baukjen too.
It gives me the rage I used to buy from there a lot over the years but am not even looking now after having to prompt every single refund in the last year or so.
Done with them.

John Lewis , Next still great !