Midlands Mother's Fury Over 'UK Based' Company's Deceptive Return Policy
A mother from the Midlands has expressed her outrage after discovering that a company she believed to be UK-based demanded she cover the cost of returning a faulty item to China. The incident highlights growing concerns about deceptive online retail practices.
The Disappointing Purchase
Hannah, a woman in her 30s from the East Midlands who chose not to disclose her full name, spotted a coat advertised online at half price ahead of Christmas. The company claimed to be based in Covent Garden, London, which convinced her to make the £35 purchase using her debit card.
"The jacket took a few weeks to arrive, and when it did, it was completely different from what was advertised," Hannah explained. "The material and colour were wrong, it wasn't premium quality as shown, the pockets were different, and it had cheap plastic buttons instead of the metal ones in the photograph. It even smelled cheap."
The Frustrating Return Process
After emailing the company to complain and request a refund, Hannah encountered unusual customer service practices. "They asked for pictures of the jacket I'd received, which seemed strange since they sent it," she said. "They even emailed me on Boxing Day."
The company's response left her furious: they offered a refund only if she paid approximately £15 to ship the item to China herself. "The website clearly stated it was a UK business, which was deceptive," Hannah emphasized.
Resolution Through Banking Channels
Hannah reported the incident to the Citizens Advice Consumer Service and eventually secured a full refund through her bank, covering her original payment. The company later issued its own refund as well.
Rising Trend in Shopping Complaints
Hannah's experience reflects a broader pattern. Citizens Advice has reported a 21% increase in shopping complaints last year, with nearly 18,000 cases recorded. The organization now assists with fashion purchase issues every seven minutes on average.
Jane Parsons, consumer spokesperson for Citizens Advice, commented: "Shopping should be simple and stress-free, but every year we hear from thousands of frustrated people struggling to resolve issues with retailers. Consumers face problems ranging from faulty items and delayed deliveries to poor customer service."
"The increasing use of AI makes it easier for scammers to trick people into buying items that look nothing like the advertised images," Parsons added. "It's crucial consumers know what steps to take before spending money or when problems arise."
Expert Advice for Online Shoppers
Mike Andrews, national coordinator of the National Trading Standards eCrime Team, warned: "Online retail scams leave shoppers out of pocket and understandably frustrated. What appears to be a genuine retailer can turn out to be a fake website, misleading advert, or goods that never arrive."
Andrews advised consumers to:
- Pause before buying online and check retailers using URL checkers from reputable sites like Get Safe Online
- Be cautious of offers that seem too good to be true
- Avoid buying directly through social media advertisements
- Always pay by card or secure payment platforms
Statistical Insights
Of the complaints received by Citizens Advice, approximately one in thirteen involved scams. Common issues included customers believing they were purchasing from UK-based companies, only to receive poor-quality goods that didn't match advertised images. When attempting returns, shoppers were often asked to pay expensive fees and ship items overseas.
"Criminals are increasingly using professional-looking sites and convincing promotions to exploit people's confidence in well-known brands," Andrews noted.
