Help with TM Lewin Returns

rickyricardo6 on 15/06/2021 - 23:00

Hi OzB fam,

I am coming to anyone for help as I have been stuck attempting to get a refund from TM Lewins for more than a year. The order was made on the 19/3/20 right before the COVID19 restrictions and lockdown came into full effect. I had waited months to even pick up the order in store. This brings me up to July where I finally tried them on however some did not fit and I wanted to return them. I had previously talked to customer service in April advising me that I can return shirts in-store for a refund if they were not fitting so I wasn't too worried.

When July came, TM Lewins had gone into administration. At this point the return would be well past their 90 days returns policy. This worried me as I wanted to get my refund ASAP and did any means necessary. Customer service advised me to now ship my return to their UK warehouse in which a full return and postage fee covered. I was advised to delay my return as they were 'moving warehouses' so returns may be lost in the process so I returned in September. Coming up to November, I had not heard back from them and giving them ample time to sort their returns out, I emailed customer service again and was led through the whole process of verifying order numbers and return steps. They assured me that a refund was pending to my original payment method (Paypal) which needed to be done manually from their end. There a gap in our correspondence over this period due to the busy nature of Christmas preparations.

January this year has arrived, they responded with 'I can confirm all of your information has been sent through to our returns department who will contact you very shortly to process the refund as requested. I am very sorry for the time this has taken to be resolved however the request is now in the hands of our trusted returns team to ensure we have this resolved for you as quickly as possible.'

I have since tried to contact customer service now and again with same messages of 'being in the process of' with no effect. My last straw was today where customer service said due to the change in owners, they are not honouring orders made prior to 1st July 2020, and they are not liable to reimburse me despite already shipping the items back in September last year.

Thank you for taking the time to read and help. If anyone knows of any avenues that I can seek out for help, it would be greatly appreciated!

Cheers
Ricky

Fashion & Apparel

Related Stores

T.M.Lewin
T.M.Lewin

Comments

  • MS Paint on 15/06/2021 - 23:32
    +3

    How much $$$ are we talking here?

    I suspect you are fighting a losing battle.

    Probably easier just to cop the loss on the chin and move on.

  • far-out on 16/06/2021 - 08:22

    I would try through their social social media.

    Lots of people on the UK Twitter feed also saying they didn’t get refunds or even their order.

    • Drakesy on 16/06/2021 - 11:42

      "When July came, TM Lewins had gone into administration"

      i have a feeling that social media account would be long gone by now, let alone any money left over that hasn't been paid to creditors.

      • far-out on 17/06/2021 - 02:13

        I meant UK social media accounts since the OP has been dealing with the UK warehouse.

        While there are a lot of posts from unhappy people, the UK Twitter account is active based on the fact the TM Lewis staff are responding to them. Whether or not there is any resolution to the complaints is unclear.

        For $300 I would hassle them very regularly until it’s was sorted. If social media doesn’t work maybe try finding the name of someone on the board or high up and emailing them or contacting them via LinkedIn.

        Based on this article I suspect you won’t get your money back:
        https://www.retailgazette.co.uk/blog/2020/07/tm-lewin-what-w…

        Good luck Ricky.

    • rickyricardo6 on 16/06/2021 - 12:03

      Will give this a shot thanks!

  • Big Lenny on 16/06/2021 - 09:14

    so thankful i got my batch. i made my order the same time as you. it did take ages, like a couple months

  • MrHyde on 16/06/2021 - 11:12

    Maybe you can ask them to return your shirts to you then and see if they can actually find them to return. If they can't find them, they owe you the money. Dont know if it'll work or not; could try.

    • this is us on 16/06/2021 - 11:56

      They already owe Ricky the money, and they don't seem to care.

  • this is us on 16/06/2021 - 11:54

    Social Media (all of them) until they complete your refund.
    They still have an active page on https://www.tmlewin.com.au/ - Are they still selling?

    They can't just dishonour your return because of "change in owners".

    Also, https://uk.trustpilot.com/review/www.tmlewin.co.uk

    They replied to this person two days ago: https://uk.trustpilot.com/reviews/60c71aadf9f4870bbc546e4e

    • rickyricardo6 on 16/06/2021 - 12:05

      Talked to someone and was told to write a letter to the administrator in UK. That sounds to me like such a cop out resolution.

      • this is us on 16/06/2021 - 12:09

        Errr… That's frustrating… If they can't honour previous orders and returns, they should close the website and stop selling and only come back when they pull themselves together, if they do; otherwise, they are just scammers.

      • this is us on 16/06/2021 - 12:12
        +1

        This is from 2 years ago:

        "Horrible. Wont purchase again.
        published 2 years ago
        By far the worst retail experience I've ever had. Sold a suit of shocking quality and tried to return it and was sent on a goose chase to head office and various managers over the course of Moree than 1 month. Only returned after threats of action with the ACCC. Will never have my business again."

        So, try the ACCC (threat, or actual ACCC) as they are still operating in Australia.

  • GrueHunter on 16/06/2021 - 15:44
    -1

    Credit card charge back. "I returned the product at their advice; no refund was provided as promised."

    • brendanm on 16/06/2021 - 19:12
      +1

      Good luck with that a year later.

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