Fabletics not Fab

[Guest]

Fabletics have received my £95 worth of returns but only refunded £11.45 and added the rest to store credit. I rang and asked for refund, was advised it would take 3-5 days, I have since placed another order £103, they took the money, so they haven’t used store credit??day 8 now and still no refund . Iv emailed and rang and nothing is progressing. Iv since received a free pair of leggings that aren’t my size. On my 2 returns item, again added as store credit, Iv looked into reviews, very mixed reviews, advised to not become a VIP member, so I rang and cancelled that, but have no faith, and I’m expecting fabletics to help themselves to more of my money

[R0b]

Sounds a bit deceiving on their part.

I recommend you start to keep things in writing moving forward (they have an email address: support@fabletics.co.uk), if you have to take further action i.e. legal proceedings, you won't have any evidence of the time you contacted them and you will need this to support any claim you might have.

In the meantime, suggest you write to them and explain that on two occasions when you returned items, they have given you a refund by store credit and not refunded you in full by the original payment method. It would appear that the same thing happening would not be a coincidence but rather a policy of Fabletics unless they can explain why they have refunded you in part and credited the remainder.

Either way, this is in breach of your consumer rights under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Regulation 34 says that the trader must refund you without undue delay, using the same payment method and in any event within 14 days of the goods being returned.

If you want to include in your letter, you could mention that if payment is not received within the 14 day window or, if that window of time has passed, then within the next 7 days (or longer up to you), then your next action will be to consider issuing legal proceedings to recover the money owed.

As an aside, their website says they offer 3 refund options, one of them being a store credit and membership. When you returned the goods did you have a choice to nominate which of these 3 options you preferred?