Online shopping has many advantages – but when things go wrong, as they sometimes do, putting them right can be trying. But there can be few stories as trying as the endless series of interactions a reader called Sarah had – and continues to have – with Dunnes Stores over returned clothes worth close to €700.
She contacted us only when she reached “the end of my tether”. When you hear her story, which started more than six months ago, you will see why.
She returned four online orders placed with Dunnes Stores in one parcel on June 19th, 2023, through An Post retail returns “as encouraged by Dunnes Stores and in line with Dunnes Stores Returns Policy”, her mail begins.
The retailer offers postal returns at a flat rate of €4.95, which is not too shabby. The delivery of the parcel was prepared for An Post with the four order numbers clearly marked on the outside of the parcel, and the address of Dunnes Stores Returns warehouse in Clonshaugh clearly marked on no fewer than five labels, Sarah says.
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The total value of the parcel was €672, so it wasn’t an insignificant sum.
While here never-ending story starts in June, it really kicks off a month later.
“On July 10th I emailed Dunnes to ask why I had not received confirmation of a refund. They replied on July 12th asking if all the items from the orders were returned or was it just some of them. I responded on July 15th that I was trying to determine this and in the meantime, asked whether Dunnes had located my parcel. I heard nothing in return.”
On August 3rd Sarah contacted the company, asked Dunnes to refund her urgently and confirmed that all the items were returned.
Three days later, Dunnes said they were still looking into it.
“On August 7th I received an email from Dunnes head office asking for my An Post receipt to investigate fully. They said it would indicate the returns address, and the weight of the parcel,” her mail continues.
She immediately responded to say that Dunnes “now had my parcel and my money for almost two months, that I had done all that was required of me as a consumer. I reminded them that the An Post receipt does not indicate a weight as it is a flat fee of €4.95 as per the arrangement between An Post and Dunnes”.
Dunnes responded to say they still needed the An Post receipt, and Sarah was assured it would “be reviewed in great detail and a refund processed accordingly”. She was also informed, “We do require a full review with An Post regarding the returned goods.”
So Sarah sent the An Post email receipt for the returns label to Dunnes Stores and pointed out that “a review between Dunnes and An Post is nothing to do with me and should not impede my refund”.
She gave Dunnes a deadline of three days from when she sent the mail and said if she had heard nothing by then she would “be forced to take further action”.
She heard nothing. so emailed again on August 12th. Two days later she received a response saying the Dunnes online team was “currently reviewing this return with An Post and we will update you shortly”.
My major concern is the dismissive attitude of Dunnes Stores to a loyal customer when the loss is not my fault in the least: I have done everything asked and expected of a careful customer exercising their rights
— Sarah
Sarah replied: “As you must be aware, this has dragged on far too long ... I will once again reiterate that I have done everything that is expected of me as a consumer under consumer regulations and Dunnes Stores policy. I have provided proof of purchase, postage and delivery to Dunnes Stores. Why are you asking me to outline all of the items returned when Dunnes Stores has my returned parcel? Dunnes Stores is a major retailer. I am a consumer with a career and an extremely busy life; if Dunnes Stores cannot locate my parcel, which has still not been admitted by yourselves, that is your fault, not mine nor An Post’s. I will not be harassed, bullied or punished for the mistakes of [others]. Please immediately refund my lawfully owed monies. If you do not have the authority to do this, please pass it on to someone who has.”
She then heard from head office.
“Thank you for coming back to us and for your continued patience relating to your return,” the mail began.
It said Dunnes had contacted An Post, who “confirmed the weight of the package as 4.95kg which was posted via Sandyford Post Office on 10th June”.
She was told: “It appears that the package was not delivered to Dunnes Stores as intended and they have said it cannot be retrieved. We understand how disappointing this is. We would recommend that you contact An Post on this matter who can assist further. We are sorry that we were not able to resolve this matter to your satisfaction.”
So Sarah wrote back, saying the response was “completely unacceptable, as you know. The commercial contract is between Dunnes Stores and An Post as Dunnes Stores reached an agreement to provide returns postage at a flat rate of €4.95 to consumers like myself. This is not my issue. You are well aware of this”.
The email was ignored so she re-sent it. “To date, I have not heard back from the person who was writing these emails,” she writes.
She tried other avenues and was told: “Dunnes Stores cannot process a refund as the consignment was not delivered to Dunnes Stores Online returns.”
And on and on and on it went.
“I have found the whole experience to be extremely upsetting, frustrating and simply unjust. I am out of pocket to the tune of €672 and neither Dunnes Stores nor An Post are taking responsibility or offering to make amends even out of goodwill. I am still at a loss as to where my parcel with my purchased clothes is that I wished to return to Dunnes. No one has provided that explanation.
“And my major concern is the dismissive attitude of Dunnes Stores to a loyal customer when the loss is not my fault in the least: I have done everything asked and expected of a careful customer exercising their rights.
“I purchased a returns label through the suggested method according to Dunnes Stores’ Returns Policy: via the Click and Post Shopping Returns with An Post. I attached the labels to the outside of the parcel and the parcel was accepted and scanned at the post office.
“Within the parcel I carefully placed all items of clothing along with the relevant order forms marked with the returned items. The tracking number demonstrates proof of delivery. As a consumer, I could literally do no more to ensure the safe return of my online order.”
She says that if “neither the retailer nor An Post will take responsibility for a lost parcel, which is not the fault of the consumer, especially when the consumer has not only been encouraged but essentially obliged to use this returns method (other than going to a shop in person), then I certainly don’t think that the retailer and/or An Post should be allowed to escape liability”.
We contacted both An Post and Dunnes Stores about this in the run-up to Christmas.
An Post – despite dealing with the Holyhead crisis at the time – responded to our query in a matter of hours.
“Unfortunately this started with the mis-delivery by us of [Sarah’s] returned parcel. On realising our error we did everything possible to retrieve the parcel but to no avail. We then offered compensation to the Dunnes Stores – also our customer in this case. We apologise reservedly again to [Sarah] and to Dunnes.”
We heard absolutely nothing back from Dunnes Stores, although after we highlighted the issue with the retailer a senior manager did make contact with Sarah and promised to get back to her. Weeks passed and she heard nothing.
So where are we?
Sarah returned the items using the system recommended by Dunnes Stores. Dunnes gave her the runaround for many months, and after the intervention of Pricewatch it was established that An Post had offered to pay Dunnes Stores compensation for the loss of the parcel. Now, whatever about it not responding to queries from us – and that is a pattern that has existed for 20 years – we do think it has a responsibility to respond to its customers. If we hear any more, we’ll be back with an update.
