Boohoo partial refund - missing item

[JessB1986]

I returned a coat and a pair of trousers to Boohoo a week ago and they have only refunded the trousers. After speaking to a robot and eventually an advisor they claim there was only one item in the bag! They have said they will “check CCTV” and get back to me in 3 days. After reading similar stories online, this seems to happen a lot. I know the coat was definitely in the parcel so what rights do I have? Anyone get their refund after a similar scenario? It’s basically theft on their part!

How was the return made @JessB1986 ? Do you have proof of postage?

If you have your receipt from post office I believe it includes the weight of the parcel(?) that should count of proof of what you returned.

This is my last post office receipt

Weight of parcel
Is 1555g so approx 1.5 kg

That is a picture of my receipt to show @JessB1986 where to look..

Was the coat lightweight ?
1.5 kg is more than the weight of a pair of trousers but seems a bit on the light side for coat and trousers.

@LigamentBandy
Ah my error- sorry.

@summersolsticesoon once I written about the weight being on the receipt I doubted myself so checked my purse, I thought photo might help, it was a light coat!

It happened to me too, I had to chase it multiple times, getting generic replies.

The end result was eventually after about two weeks i messaged again to chase it to find they had refunded me the day or so previously for the “missing” item but hadn’t informed me so I didn’t know until I looked through my statement.

the whole thing from the items not being as described in both materials they were made from and size to the difficulty in sending back then the horrible experience of chasing the money of items I had returned made me delete my account as soon as I confirmed all money had been refunded.

account deleted and I will never use them again!

Unfortunately, it wasn’t weighed at my local post office. I had a returns QR code. They just scanned that and put the label on the parcel. I’ve heard I can do a charge back through my bank if they don’t refund. So will see what happens over next couple of days! Thanks

If I'm returning something I always weigh it write on the packaging near return details & take a photo of it for proof untill my refund is complete. It's a bit of a faff but you have proof to show when the company is being difficult. Hold you get sorted @JessB1986

Thanks. Yes, I will definitely do that in the future. I just realised it was an Evri label, not Royal Mail. Although I think the problem was still with boohoo as they obviously received the parcel. It’s just whether is was tampered with before it got there… lessons learned the hard way.

@JessB1986
Evri weigh the parcels, I know because I had a "dispute" with them, I got an email saying I owed more money as my parcel heavier than their recording of it, but I couldn't prove it so I had to pay extra That's why I weigh my returns

I just received a message from a buyer ebay, that the item i posted on 27november hasn't arrived, I checked the tracking and it says it arrived next day at the Midlands hub, so God know were it is, but I have to wait 10 days before I can put in a claim. Let's hope it turns up in the next few days.

Evri don't normally weigh the items. Ive had this with Zara more than once. Your bank wants you to try and resolve it before they will charge back.
Steps I took were:
Being really annoying and logging back in to the complaint on WhatsApp every day
Requesting a manager call you
Ask them to check CCTV, ask them if they are accusing you of stealing on a regular basis
(These steps have resolved it once)
Write a recorded letter to the CEO (Google address) threatening charge back (resolved it once).
Go to your bank for charge back (Zara refunded next day).
Yes, the same thing did happen 3 times.

Your bank will ask for evidence of what youve done.

As I still stupidly buy from Zara, I now return every item in a separate parcel, as they only charge one returns fee. I make a note of what's in each parcel and keep it with the receipts.
Another future option is weigh the parcel with 2 items in, photograph, and return via royal mail, where they weigh it.

UPDATE:

After mentioning Trading Standards, the coat was magically refunded! 👏🏼 I won’t be using Boohoo again. The whole thing was unnecessary stress. Seems like they try this a lot.

Ye I had to do similar.

sorry I should have mentioned it.

i was saying thing like you are accusing me of theft I will be taking this issue as far as I need with all professional bodies that are applicable. I will not be dropping this matter etc

I will absolutely never use them again.

if you do want something from boohoo iv noticed other site like debenhams online stock their items.
personally I won’t be buying that brand again from any stockist! But in case you do…