Refund not received for goods I never received!

[maplestar]

Hi,

A large department store sent an entire order (placed online) to the wrong address. I managed to get the items returned to the store, and was promised a full refund. Although I have only received half of the refund! I have written a letter of complaint as their online support and telephone 'customer service' is dreadful. What aspects of consumer rights/law can I drop into the letter to give it more weight?

All I want is my money back, and the fact I never even saw any of the items and the hassle I went to to get the items returned so I wouldn't get charged frustrates me even more.

Any help appreciated, thank you.

[factor-fiction]

When you say 'wrong address' do you mean to a complete stranger or do you mean the delivery man left them with a neighbour. If the former then I'm wondering how you found out and why it was your responsibility to get them returned.
Please can you clarify.
Thanks

[boxtops]

what's the timescale, did you keep proof of postage of the returns,?

[maplestar]

They got sent to my old address. Although I had removed the old address on my account before I placed the order - so it was an error on their website. The confimation online stated the correct address, the email stating the items had been dispatched said my old address (3 hours away). The store already agreed fault (verbally over the phone) and that I would receive a full refund, although I have only received some. I have put dates and names of people I spoke to in the letter, just wanted some policy to throw in really.

The residents at my old address kindly returned the items for me (family so I know they aren't lying!). Thanks

[factor-fiction]

Did you not want them to resend the goods to your correct addess?
If the goods were returned and they received them and accepted you should get a full refund you need to insist on your money back.

[tonywiltshire]

You have quite a good deal of legislation from which to select, I believe you may be best served by The consumer Protection (distance selling) regulation 2000. You have not had the opportunity to inspect the goods and the order was placed on line so the DSR 2000 applies and the goods have now have been sent to the incorrect address, under the above act you have 7 working days in which to cancel the contract from the day after you receive the goods, which you have not yet done, but you must cancel in writing or other permanent form. The supplier should then make a refund of the full amount paid including any delivery charge, which they will if the situation is as straightforward as you say.

[HowardKennitby]

If the goods were received at an address occupied by your relatives why was there a need to return them?

[factor-fiction]

I'm wondering whether there may be a bit more to this

[maplestar]

Thanks toneywiltshire you're answer is helpful. I live over 4 hours away from my old address and can't just pop by to collect a parcel. I wanted them to resend to my current address- but they said they had to process the refund first (receive goods back) and that I would have to place the order again as a brand new order.

[tonywiltshire]

maplestar. The Supplier must refund the full amount including the cost of delivery as soon as possible after you have cancelled in writing and in any case within 30 days. The DSR 2000 also require that the supplier cannot insist on the goods being received back before a refund is made.
Remind them of their obligations under these regulations.