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Hello All,
I’m facing quite an unorthodox situation.
I ordered some clothing online. After delivery, I realised that the clothes sent to me were the wrong colour. I called the company (several calls to their UK line, no response) and dropped them an email with photographs of the clothes that were delivered to me.
The company replied after a couple of days, asking me to send the items back to their UK address (this UK address is published on their website, but their warehouse and head office is somewhere else in the EU). I did so, and they received the re-directed package from their UK office in their EU head office earlier today.
They have rejected my request for an exchange (I requested this if my size is still available) or a refund (if my size is OOS), saying that the clothes are not correctly tagged (apparently they are supposed to be tagged at an angle by the manufacturer), that the clothes show signs of use, smell like they have been used, and as such they would be returning the clothes to me, and enclosing an invoice for the return postage from their head office. They said that they have never made mistakes with their stock before, and ‘that is a fact’.
I’m replied saying that I was disappointed with their assessment, highlighted that this was not my 1st order (but I had no issues previously), and that I had done all that they asked (I called them about the incorrect colour within half an hour of delivery, sent photographs and paid for tracked return postage (their preference), not too sure what else I could’ve done)
I am wondering what is the best way to (if I stand a chance of doing so) get my money back. I paid using my Debit Card through PayPal, therefore I assume that s.75 would not apply (please correct me if I am wrong). My 1st thought is to file a PayPal claim, but I’m not sure if PayPal would accept evidence such as timed call logs, and screenshots of emails to the company with photographs as attachments. I am also considering filing a chargeback through my bank, and supplying the bank with all of the information I have.
I am considering filing a complaint with Trading Standards, but am not too sure whether to supply the company’s UK address, or their EU Head Office address.
What should I do about the package being returned to me, should I just reject it outright? I’ve highlighted to the company that I contacted them about the wrong item as quickly as I could, but they have replied saying that it is my responsibility to have unwrapped and checked the clothes with the postman present, and rejected it outright if there were problems, although I feel that no one actually does this frequently. They also said that I had sufficient time to apparently switch out items, and said that I should’ve stayed longer on the phone when I rang them initially (because whilst I called a UK line, the lines had to ring for some time before being redirected to their Brussels line).
I would like to try to contact their Managing Director first to resolve things, but in the meantime I’m not too sure what to do with the returned package, or whether I should be more harsh and simply set up a PayPal dispute / chargeback immediately (feeling a bit dumb for not doing it earlier).
All advice is appreciated, thank you!
I’m facing quite an unorthodox situation.
I ordered some clothing online. After delivery, I realised that the clothes sent to me were the wrong colour. I called the company (several calls to their UK line, no response) and dropped them an email with photographs of the clothes that were delivered to me.
The company replied after a couple of days, asking me to send the items back to their UK address (this UK address is published on their website, but their warehouse and head office is somewhere else in the EU). I did so, and they received the re-directed package from their UK office in their EU head office earlier today.
They have rejected my request for an exchange (I requested this if my size is still available) or a refund (if my size is OOS), saying that the clothes are not correctly tagged (apparently they are supposed to be tagged at an angle by the manufacturer), that the clothes show signs of use, smell like they have been used, and as such they would be returning the clothes to me, and enclosing an invoice for the return postage from their head office. They said that they have never made mistakes with their stock before, and ‘that is a fact’.
I’m replied saying that I was disappointed with their assessment, highlighted that this was not my 1st order (but I had no issues previously), and that I had done all that they asked (I called them about the incorrect colour within half an hour of delivery, sent photographs and paid for tracked return postage (their preference), not too sure what else I could’ve done)
I am wondering what is the best way to (if I stand a chance of doing so) get my money back. I paid using my Debit Card through PayPal, therefore I assume that s.75 would not apply (please correct me if I am wrong). My 1st thought is to file a PayPal claim, but I’m not sure if PayPal would accept evidence such as timed call logs, and screenshots of emails to the company with photographs as attachments. I am also considering filing a chargeback through my bank, and supplying the bank with all of the information I have.
I am considering filing a complaint with Trading Standards, but am not too sure whether to supply the company’s UK address, or their EU Head Office address.
What should I do about the package being returned to me, should I just reject it outright? I’ve highlighted to the company that I contacted them about the wrong item as quickly as I could, but they have replied saying that it is my responsibility to have unwrapped and checked the clothes with the postman present, and rejected it outright if there were problems, although I feel that no one actually does this frequently. They also said that I had sufficient time to apparently switch out items, and said that I should’ve stayed longer on the phone when I rang them initially (because whilst I called a UK line, the lines had to ring for some time before being redirected to their Brussels line).
I would like to try to contact their Managing Director first to resolve things, but in the meantime I’m not too sure what to do with the returned package, or whether I should be more harsh and simply set up a PayPal dispute / chargeback immediately (feeling a bit dumb for not doing it earlier).
All advice is appreciated, thank you!
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