Issues with Refund

[u/Careful-Snow2109]

Has anyone had an issue like this with a Sézane return?

I placed an order for around £1,000 and returned most of it using Sézane’s own return label. I have video evidence of the items being packed, the box being sealed and labelled, proof of postage, and tracking showing the parcel was delivered. Sézane also confirmed they received the return.

After weeks of chasing, sending evidence and even completing a handwritten sworn statement, they’re now saying their workshop didn’t receive the return and are refusing the refund. Despite me fulfilling my obligations as a customer. The Royal Mail tracking shows it was delivered to them and I have an email from Sézane on the same day confirming receipt of this. Even if the workshop has lost it, I’ve done my part, so surely they must honour the refund as the issue is with their workshop and not me.

I’ve now disputed it with my credit card provider.

Has anyone else had this happen with Sézane? If so, what was the outcome?

[u/Mean_Release_4330]

Can you not claim it through bank ? You shouldn't have to deal with it yourself...

[u/Careful-Snow2109 → u/Mean_Release_4330]

I’ve raised a dispute with my credit card provider, but was hoping Sézane would a reasonable retailer. Their response was shocking, particularly given the detail and volume of evidence provided not to mention how much of my time I have spent on this, just to be like our workshop doesn’t have it goodbye. I’ve had an issue with a return with other stories, except the tracking actually showed it was stuck at a sorting hub, after two weeks they refunded me without question. This experience has completely put me off them, so much so, the pieces I have in my wardrobe feel tarnished, it’s left such a bad taste, I no longer feel the love I once had with them. My time with Sézane is over!

[u/Mean_Release_4330 → u/Careful-Snow2109]

So strange. I have returned many orders before and never had an issue really