[rhinofino]

Recently made an order with hollister for 6 clothing items, did the DNA method and I received an email back saying they would refund my order.


This was the refund email they sent

Thanks for reaching your response!

I've gone ahead and requested a refund for your order #X. Once approved, please allow within 3 to 5 business days for the amount of £X to appear on your CARD ending in X.

Feel free to reach us back with any further questions or concerns.


This was a few days ago, however now I have just received this email.



Thank you for contacting in about your HCO. purchase.

We are extremely sorry to hear that you are unable to locate your order. In our records we see that your package was delivered on date x.

Once a package is given to the shipping company from our distribution center we are no longer responsible for packages lost or stolen from your property.

If you believe your package was taken from your property, please contact your local authorities.

If you desire specific information regarding your order tracking, please contact the delivery company directly so they can open an investigation into your package’s delivery status.

For reimbursement assistance, please contact your financial institution.

I have linked the courier company’s contact information below along with your tracking number.


What should I do? I didn't sign for the package, it all came in one box and they originally sent me an email stating I would receive a refund but now they've sent me this? How should I respond to their email?

Should I say to them that customer service already indicated in an email previously that I would receive a refund?

[mothered]

Should I say to them that customer service already indicated in an email previously that I would receive a refund?

They didn't state you'd receive a refund, but rather a request was pending "approval" as per below.

I've gone ahead and requested a refund for your order #X. Once approved, please allow within 3 to 5 business days for the amount of £X to appear on your CARD ending in X.

You can still try and dispute It by asking your claim be escalated. Be sure to forward their email to senior management.

[rhinofino]

Should I say to them that customer service already indicated in an email previously that I would receive a refund?

They didn't state you'd receive a refund, but rather a request was pending "approval" as per below.

I've gone ahead and requested a refund for your order #X. Once approved, please allow within 3 to 5 business days for the amount of £X to appear on your CARD ending in X.

You can still try and dispute It by asking your claim be escalated. Be sure to forward their email to senior management.

So I should reply back to their customer service and ask about my orginal claim? How do I go about emailing senior management?

If they dismiss my claim what should be next step to continue the SE?

[mothered]

So I should reply back to their customer service and ask about my orginal claim? How do I go about emailing senior management?

As said, request your claim be escalated and attach the email message with your request.

If they dismiss my claim what should be next step to continue the SE?

It depends on their response.

Cross that bridge If and when you come to It.

[rhinofino]

So I should reply back to their customer service and ask about my orginal claim? How do I go about emailing senior management?

As said, request your claim be escalated and attach the email message with your request.

If they dismiss my claim what should be next step to continue the SE?

It depends on their response.

Cross that bridge If and when you come to It.

Ah okay thanks for the help, just sent an email back saying can I have this claim escalated to senior management as I still have not received my items.

Will keep this thread updated with any happenings

---

They replied back saying this

Thanks for reaching back to us!

I have reviewed your correspondence and I can see that our specialized team has already inform you of the next steps to follow for your lost/stolen order #x. This response was given to you by the highest department reviewing lost/stolen order cases;

"Once a package is given to the shipping company from our distribution center we are no longer responsible for packages lost or stolen from your property.

If you believe your package was taken from your property, please contact your local authorities.

If you desire specific information regarding your order tracking, please contact the delivery company directly so they can open an investigation into your package’s delivery status.

For reimbursement assistance, please contact your financial institution.

I have linked the courier company’s contact information below along with your tracking number."

I guess I need to contact my financial institution? Or should I begin by filling a PR?

[HEIS]

I'd get that PR as it would only be beneficial if needed as your financial institution will probably ask for a PR in order to perform a chargeback

[rhinofino]

I'd get that PR as it would only be beneficial if needed as your financial institution will probably ask for a PR in order to perform a chargeback

So you think file a PR and then from there contact my financial institution about a refund/charge back and not go through the clothing company?

Not heard of going through the financial institution for a SE refund before

[mothered]

I guess I need to contact my financial institution? Or should I begin by filling a PR?

Firstly, check If the carrier Is responsible for loss of goods during shipment.

If so, file the PR and forward It to the carrier company.

[rhinofino]

I guess I need to contact my financial institution? Or should I begin by filling a PR?

Firstly, check If the carrier Is responsible for loss of goods during shipment.

If so, file the PR and forward It to the carrier company.

When filling for the police report should I say that item was stolen? Or should I simply say that I had a delivery of a set of items and despite the tracking information saying it was delivered I have not received them as of yet.


I guess the less I say the better right?

[duman]

I guess I need to contact my financial institution? Or should I begin by filling a PR?

Firstly, check If the carrier Is responsible for loss of goods during shipment.

If so, file the PR and forward It to the carrier company.

When filling for the police report should I say that item was stolen? Or should I simply say that I had a delivery of a set of items and despite the tracking information saying it was delivered I have not received them as of yet.


I guess the less I say the better right?

you shouldn't say stolen in my opinion, just say that it was marked as delivered but you did not receive the package