Refund. Accused of Fraud.
Discussion
Ordered a pram for the wife as baby on way. Well known store sent the wrong item but the correct accessories. Phoned them up - no issue - we will collect and refund.
This has been ongoing for 3 or 4 weeks now. They said Parcel force had lost the item and were unsure if they had collected it. I gave them CCTV evidence from my house of driver loading items in. They said have you got cctv of items been delivered - I didnt as only have 18 days of recording. So today I get email back saying they are not refunding me as it was the incorrect item returned and they have ran my card through their system and the item returned was bought in their store a few days ago.
Ive contacted my card issuer who is investigating and has refunded me temporarily.
To sum up:
I ordered a pram and received a cot.
I bought a cot for my daughter and still have this in my possession.
Item sent back via their courier. They are accusing me of fraud and wont refund me.
They said they may contact action for fraud.
I havent emailed them back yet. I'm f**king livid and would probably put something I regret.
This has been ongoing for 3 or 4 weeks now. They said Parcel force had lost the item and were unsure if they had collected it. I gave them CCTV evidence from my house of driver loading items in. They said have you got cctv of items been delivered - I didnt as only have 18 days of recording. So today I get email back saying they are not refunding me as it was the incorrect item returned and they have ran my card through their system and the item returned was bought in their store a few days ago.
Ive contacted my card issuer who is investigating and has refunded me temporarily.
To sum up:
I ordered a pram and received a cot.
I bought a cot for my daughter and still have this in my possession.
Item sent back via their courier. They are accusing me of fraud and wont refund me.
They said they may contact action for fraud.
I havent emailed them back yet. I'm f**king livid and would probably put something I regret.
xjay1337 said:
What a daft situation. I'd let them. You have done nothing wrong.
I'd let them contact action for fraud or whatever it is and go through the system. Keep your recording and all receipts etc. for the cot you bought. Then really lay on the offended innocent when they realise what Tw*nts they've been!! They'll probably give you a new pram to keep quiet afterwards!
dba3087108 said:
^ yes they think i ordered the items off them then went and bought a different item from their store and returned this.
Shall I email them back? Im trying hard not to but I need to put something witty and not what is on my mind right now. Livid isnt the word.
Include a photo. Heavily pregnant wife stood by the cot with her best miserable expression.Shall I email them back? Im trying hard not to but I need to put something witty and not what is on my mind right now. Livid isnt the word.
InitialDave said:
dba3087108 said:
^ yes they think i ordered the items off them then went and bought a different item from their store and returned this.
Shall I email them back? Im trying hard not to but I need to put something witty and not what is on my mind right now. Livid isnt the word.
Include a photo. Heavily pregnant wife stood by the cot with her best miserable expression.Shall I email them back? Im trying hard not to but I need to put something witty and not what is on my mind right now. Livid isnt the word.
I'm not one for going social media compo sad face on anyone. Mistakes happen, the world keeps turning and the low paid employee who made the mistake doesn't get a thoroughly rubbish end to his week.
But calling me a fraudster, I'd absolutely tear bloody strips off them. That's a line we'll and truly crossed in my opinion
But calling me a fraudster, I'd absolutely tear bloody strips off them. That's a line we'll and truly crossed in my opinion
This is what I received:
Hi
Further to your correspondence with the Customer Service Team.
Should we receive notification of a miss pick we will raise a thorough investigation with all parties involved, our warehouse being the main focus in this case.
We have asked our warehouse management team to view your order again on CCTV to ensure all is correct. As you items come from our "Bulk Area" we can see your two items being picked and loaded directly onto our courier services van. Your order was dispatched with Parcel Force.
As the order was loaded straight onto the couriers van, the only other scenario that could have resulted in such an error would be a label mix up which the order was in the care of the courier.
With this in mind, we then went on to check stock of item 985432 and see how many were shipped that day from our warehouse. There were 13 orders dispatched that day, none of which were sent with Parcel Force, instead they were dispatched to other courier services we use, therefore, a label mix up was not possible.
Given the vast price difference between the items we decided to investigate even further and, as it is your local store, we checked sales of item 985432 in your local store around the time of this order. We have located a purchase on the 12th of August 2017 using the same bank card used for your online order. We have requested CCTV from our store of this transaction/purchase for our own records.
We have reason to believe that you received the correct items and the item purchased in our Oxford store is the item you returned back to our warehouse.
Due to our findings, unable to offer any further assistance in this case, and will not be honoring any future purchases. We are also in a position to raise this with Action Fraud.
We have now requested a refund of item 1411493 (Accessory pack) minus collection fee of £15.00. Should you wish to arrange collection of item 985432 please do so as we are not in a position to refund.
If you have any further queries, please do not hesitate to get in touch.
Best Wishes,
Customer Services Dept.
Hi
Further to your correspondence with the Customer Service Team.
Should we receive notification of a miss pick we will raise a thorough investigation with all parties involved, our warehouse being the main focus in this case.
We have asked our warehouse management team to view your order again on CCTV to ensure all is correct. As you items come from our "Bulk Area" we can see your two items being picked and loaded directly onto our courier services van. Your order was dispatched with Parcel Force.
As the order was loaded straight onto the couriers van, the only other scenario that could have resulted in such an error would be a label mix up which the order was in the care of the courier.
With this in mind, we then went on to check stock of item 985432 and see how many were shipped that day from our warehouse. There were 13 orders dispatched that day, none of which were sent with Parcel Force, instead they were dispatched to other courier services we use, therefore, a label mix up was not possible.
Given the vast price difference between the items we decided to investigate even further and, as it is your local store, we checked sales of item 985432 in your local store around the time of this order. We have located a purchase on the 12th of August 2017 using the same bank card used for your online order. We have requested CCTV from our store of this transaction/purchase for our own records.
We have reason to believe that you received the correct items and the item purchased in our Oxford store is the item you returned back to our warehouse.
Due to our findings, unable to offer any further assistance in this case, and will not be honoring any future purchases. We are also in a position to raise this with Action Fraud.
We have now requested a refund of item 1411493 (Accessory pack) minus collection fee of £15.00. Should you wish to arrange collection of item 985432 please do so as we are not in a position to refund.
If you have any further queries, please do not hesitate to get in touch.
Best Wishes,
Customer Services Dept.
So if i understand it, you bought something from a store,
Then you bought something unrelated online from the same company
They shipped you instead of what you ordered, the exact same thing you bought in store with the same card.
That is an extremely unlikely coincidence, i can see why they would want to investigate this.
But it also makes absolutely no sense as a scam.
You could order the thing, send the box back empty, or with absolutely anything else inside it.
The question you have to be asking is why were they processing the card data of historic sales, was this done as part of a fraud protection measure that the credit card companies are aware of, or were they processing your highly sensitive personal data for an unrelated reason. The answer to that question may well shed some light on how this amazing coincidence of a mistake could have happened in the first place.
Then you bought something unrelated online from the same company
They shipped you instead of what you ordered, the exact same thing you bought in store with the same card.
That is an extremely unlikely coincidence, i can see why they would want to investigate this.
But it also makes absolutely no sense as a scam.
You could order the thing, send the box back empty, or with absolutely anything else inside it.
The question you have to be asking is why were they processing the card data of historic sales, was this done as part of a fraud protection measure that the credit card companies are aware of, or were they processing your highly sensitive personal data for an unrelated reason. The answer to that question may well shed some light on how this amazing coincidence of a mistake could have happened in the first place.
LaurasOtherHalf said:
I'm not one for going social media compo sad face on anyone. Mistakes happen, the world keeps turning and the low paid employee who made the mistake doesn't get a thoroughly rubbish end to his week.
But calling me a fraudster, I'd absolutely tear bloody strips off them. That's a line we'll and truly crossed in my opinion
Nor me. Im not about to call the Daily Mail and send them a picture of myself looking sad over a cot!But calling me a fraudster, I'd absolutely tear bloody strips off them. That's a line we'll and truly crossed in my opinion
dba3087108 said:
Nor me. Im not about to call the Daily Mail and send them a picture of myself looking sad over a cot!
I wouldn't rush into the daily mail thing. Before you do that, contact the company and tell you what you're doing. I give it a 99% probability of making them 1000 times more, shall we say, receptive.InitialDave said:
You'd have a point if that's what I said.
I said send them a picture. I'd like to know how you can take a picture of an item you supposedly sent back. It'd work even better if you had the baby already, kind of puts a line in the sand as to the date of the picture!
Ohh boy. That is such a level of deep bottom penetration that I'm getting goosebumps. Send the photo, tell them if they don't do something it's off to the press. You've got them over a barrel there.I said send them a picture. I'd like to know how you can take a picture of an item you supposedly sent back. It'd work even better if you had the baby already, kind of puts a line in the sand as to the date of the picture!
Edited by Solocle on Wednesday 6th September 20:07
ging84 said:
So if i understand it, you bought something from a store,
Then you bought something unrelated online from the same company
They shipped you instead of what you ordered, the exact same thing you bought in store with the same card.
That is an extremely unlikely coincidence, i can see why they would want to investigate this.
But it also makes absolutely no sense as a scam.
You could order the thing, send the box back empty, or with absolutely anything else inside it.
The question you have to be asking is why were they processing the card data of historic sales, was this done as part of a fraud protection measure that the credit card companies are aware of, or were they processing your highly sensitive personal data for an unrelated reason. The answer to that question may well shed some light on how this amazing coincidence of a mistake could have happened in the first place.
He ordered a pram and received a cot.Then you bought something unrelated online from the same company
They shipped you instead of what you ordered, the exact same thing you bought in store with the same card.
That is an extremely unlikely coincidence, i can see why they would want to investigate this.
But it also makes absolutely no sense as a scam.
You could order the thing, send the box back empty, or with absolutely anything else inside it.
The question you have to be asking is why were they processing the card data of historic sales, was this done as part of a fraud protection measure that the credit card companies are aware of, or were they processing your highly sensitive personal data for an unrelated reason. The answer to that question may well shed some light on how this amazing coincidence of a mistake could have happened in the first place.
He sent the cot back
He then went into their store and bought that same cot.
At least that's my understanding.
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