A question about : Online purchase, return & partial refund. Annsummers
Hi to everyone,
On 26/12/2014 I've made two orders,
First for 3 items, Second for one item
Goods arrived and we've checked them out. Not happy. After few days we've put all four items into one bag and sent them back to annsummers. (already paid delivery)
On 19/01/2014 I've received partial refund for second order.
Refund amount of Ј8, missing refund for first order Ј31.
I sent an email to annsummers regarding this. After 2 weeks mailing I rang them. I spoke to some customer advisor. I was told that they can't make me refund until I will show them proof of delivery. I told them that I've no proof of delivery and I don't have to proof you anything because u have received the delivery.
You received it because u refund me Ј8. You received the delivery and u made partial refund. So there is no proof needed because u proofed already that u received the parcel.
After 20min chat with them on the phone I asked for supervisor.
On 13/02/2015 Supervisor said that they will speak to company that receive parcels and they will check on cameras how many goods were in the bag that I ve sent. Supervisor also said that they will mail me back today means 13/02 or tomorrow means 14/02/2015.
Still no information and no money. What should I do? It last too long and it is really annoying.
Best answers:
- Was there an individual reference on the return slip with the order number on it?
Did they advise returns could be done in single packages for more than one order?
And it is up to you to prove you sent it back - until they acknowledge receipt of the items then they are your responsibility. - Thanks for reply.
Before I sent anything back I went to closest annsummers and I wanted to return it there. They said that they can't do it because I paid paypal. I asked them if I can put everything into one bag. She said YES YOU CAN.
There were two invoices. I've put only one invoice into the bag. Invoice for Ј8 I forgot to put invoice for Ј31 into the bag. I think that was the problem. Because when they received parcel they scanned only one invoice and refund straight. They did not count how many goods there and if they match invoice.
Thing is I did not even receive any proof of it. As it was pre paid postage. And they asking me for proof while they confirm that they received parcel. You know what I am saying? They saying that they received the parcel because they refund but they want proof of postage.
It is weird is it? Problem is I received refund for not all items that I ve sent.
There no need proof of postage because they confirm that they received it.
Hope u understand what I mean - I sent them scan of the invoice for Ј31. Then they asked me for proof of postage. I asked them what for as u received my parcel. They said that is some system procedures. So I asked them "have u received my parcel?" they said yes but we need proof of postage. Then I lost my patience and I asked for manager. I spoke to supervisor and she said that they will let me know today or tomorrow (last firday or saturday) no info yet.
- Well the problem has been caused by your failure to include the appropriate paperwork so be angry with yourself not them......If you have the proof of postage send it to them as they have requested, was the weight of the parcel recorded on the postage receipt?, if it was this will help your case.
- No, I ve made a mistake by not putting second invoice into the bag but I ve sent that invoice again through email. They did not count the stuff while they received parcel. Routine.
I am looking for some solution. As I said before that was already paid postage. Return postage paid by annsummers. There was a sticker on invoice for Ј31 that I pell off and put on the bag. There was no proof of postage as It was already paid and I did not receive anything. I also don't know if weight was recorded. They said that they recieved the parcel but they still wanted proof of it. Thats the thing I dont understand. You saying u received and u want proof of it. - Supervisor said that he will be back to me Friday 13th or Saturday 14th now Wed.
- I was calm but that last from 20th of the January. It is bit too long.
Will u be calm for a month when u trying to get your money back?
They treat my like some idiot. When u saying the date u got to be on time. How can I be calm and polite for that long? They treat me like someone who is trying to steal Ј30 off them.
And they did not check it properly. If they will they will see that there is four items not only one. I feel like I've being robbed. I know that I did not put the second invoice into the bag but I've told them that and I sent invoice again. Someone there just open the bag and refund for one invoice. Not checking items quantity at all.
Just clear example, what will you do if u will receive return parcel with four items in it and invoice only for one?
Bin three items to match invoice?
Make some kind of report that there was 3 items extra?
Contact customer regarding that? - You can't totally understand what I am saying or u trying to judge me.
My fault because I did not put invoice into the bag? - YES it is. But they should help me to solve the problem. It shouldn't be like that. That u forgot something and u wont get your money. That is not right.
Quote: - That was the first proper answer that u gave me. In the all rest u were saying that is my fault and there might be not refund. I really hope that they will check cameras and they will see that there were 4 items and they refunded only for one.
That can also work otherway round. I can state that I've put two receipts into the bag and all 4 items and they can state that there was only one item and one receipt. What to do? I mean just as clear example. Customer state that he sent 4 items with 2 invoices. Company state that they received only one item and one invoice. Do they record weight of the parcel?
Thank you for ur time. - no idea.
ask them.
But the other way round your example is the exact situation you are in, they claim they haven't got something, the only difference being you didn't include the second invoice.
There is nothing in consumer rights to cover you here, you sent them goods they weren't expecting based on the documentation you included with it. - Sounds like you're going through 50 shades of hell on this one.
- 1138 reads