Not sure where I stand with this, but I ordered a trial box of 4 frames from Mister Spex, I had to SHIP it by the 10th April with the prepaid returns label. In this time they put a hold on my card of £877.80 which they would charge if they didn’t get the box back.
Royal Mail tracking showed the parcel as being delivered on the 14th April to a site in St Buyr, well yesterday they charged my card the full £877.80, I’ve just spoken to them who have said that Royal Mail tracking only shows the box up to when they delivered it to Mister Spex’s “port forwarder” and it then still has to be shipped from them back to Berlin where they are based, once they then have it they will reimburse the charge but have said to expect customs delays.
Now nowhere was it disclosed on the website that this was the case that they were being shipped back to Berlin, neither did the returns label state it was going to Berlin, instead the label was addressed to somewhere in St Bury… If I had knew this in the first place I wouldn’t ever had considered ordering anything from them.
Am I able to raise this with my bank to get it addressed since the company aren’t helping? Feel like I’ve been misled here massively with the returns policy since it wasn’t stated anywhere and I can’t exactly afford to wait for over £800 back.
I’m usually quite good with this kind of thing but I couldn’t see anything obvious - not even on the FAQ. But if the returns label is for the UK, why would I think I then need to wait for them to be shipped abroad.
Yeah it doesn’t say anything about it going through customs and to Berlin, so you would be led to believe the returns address is the end of the line.
Just come off the phone to them and she has said they can’t do anything until they get the pallet, if the box isn’t on the pallet they can refund it as they can see the Royal Mail tracking - so not really sure why they can’t just do it now since they’ve misled the hell out of me…
Just read through the ones I got when I placed the order, doesn’t state anywhere in there about it being shipped into Europe either.
It does however state that they have the right to charge the amount until they are in receipt of the return… Feel like that’s been put in to stop people like me asking them to reimburse the charge since they’re being sly.
Feel like if people knew this, they 100% wouldn’t use the site, never had this issue with Glasses Direct.