Online returns - companies only refunding when prompted

[GinJarRogers]

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?

Had this with & other stories the other day, I only just remembered I hadn’t received an email saying I’d been refunded. Phoned them and refund appeared immediately. Same with Very strangely.
I thought it was just me - I think I’ll need to keep an eye on returns a bit more closely now but it is putting me off buying things now as I can’t be arsed with having to chase up.

I had the same from Passenger, instant refund when I simply queried an order for which there was no tracking other than that it had been sent, and was a week overdue. Excellent service.

Got a complete runaround from Zara this week. Had to send the same information each time I queried a missing refund. A week ago one agent confirmed my parcel had been received by them ten days ago. In more recent communication I was told that the address I had sent the parcel to ‘didn’t exist on their system’ despite it being a prepaid label. They are too frustrating to deal with and have put me off buying from them again.

Unlike Sezane who I bought from this week. Package delivered in two days. Item too big. Returned and received email two days after returning to let me know my refund had been processed. They are amazing!!!

This is why I always try to pay with Paypal. You can initiate a refund from there if you get messed around.

Currently going through this with Massimo Dutti.

I returned two items to the value of £250 on 2 Dec. One I got the return/refund notification for on 7 Dec and the other I haven’t. I chatted online asking for them to check it as I haven’t received the email and they said the item had been received on 7 Dec but not processed yet. I don’t see how one item can be completed but not the other.

I’m ashamed to say that I’m not all that great at checking things have definitely been received and refunded but I certainly will from now on. I bet they make lots of profit this way.

Massimo Dutti. What a nightmare. Two returns in the same bag. One credited after a month, the other still not credited after 10 weeks and almost daily calls.

In the end I got my Credit Card company involved.

i have also had bad experiences with Hobbs and the White Company to the extent that I always return on line orders in store now.

After so many awful experiences with Massimo Dutti, I only return to the store too.

They repeatedly ask for proof of postage for their own prepaid labels. They waste a lot of time presumably just to hold on to your money. And it’s more usual to have to chase them up than not. Terrible customer support.

Oh dear @Tremblingmadness I hope my return doesn’t take that long!

I do wonder if there’s a bit of thievery going on at MD as you get a confirmation email to say it’s been received and the refund is being processed but how many people check the every item is listed on there?

Baukjen are bad for this

Asos used to be really good but within the last 12 months I’ve returned a few parcels with more than one item and they’ve not all been refunded until I’ve contacted them. They’ve been quick to rectify it once contacted but I do wonder how many people don’t notice and just let it go.