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Studio returns problems.***Resolved***


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Hello

I will try to keep this as brief as possible. But it may be a long read. 

I ordered an item from studio in September 2023. I returned this item via Evri return to retailer, Evri supplies the address and I just paid for the return cost, and was delivered to studio on 6th October 2023. I did not realise that studio had moved/been taken over and studio have said they have not received this item back to them. I contacted Evri who confirmed that the parcel was delivered to their address and I have kept this email. 

I was told by studio social media staff that this is being investigated. I have kept all messages and dm's. I have received no updates to this investigation despite asking. 

In-between all this I ordered several more items. These were taking ages to be delivered and I asked studio to cancel the order and they refused. So as these items were delivered I returned them, I have proof of tracking and the returns addresses. I also was given a returns label by studio and I think they have received that one back though I don't know. 

The reason I don't know is because since their take over business any statements I receive have no details on them, just what my minimum payment is and the balance. They have also changed the online portal and I can no longer see any previous orders.

These items that I have returned they have not received, I have all tracking information and it's showing me that they have been delivered. I don't know which are missing or which they've received for the reason given before. 

I have also asked studio, this would have been mid December, for their complaints procedure but was told they don't have one. I went to the financial ombudsman but they have now told me they can not help me. I have no idea now what to do. 

The financial ombudsman said that studio have told them that they are investigating my issue but as they haven't replied to the original investigation I doubt they'll be investigating this. 

Meanwhile my studio account is severely in arrears and has a significant balance. I made one payment at the end of December because I felt I had to buy now my minimum payment is something like £250. 

I have tried contacting their financial support and they put my account on breathing space for 30 but that was pointless. 

SI'm at a loss of what to do.

Studio say they haven't received, the financial ombudsman can't help, I did go to citizens advice and they just gave me things to read which didn't help. The only useful thing I have is I kept all emails, dm's, webchat messages, I have proof of things said. 

Would be grateful for some consumer wisdom.

Thank you.

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if you returned the items and have proof then i wouldn't be paying them anything.

should they trash your credit file then you'll have cause to start a new complaint to the FOS

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Thanks for your story – but it is rather garbled and I'm trying to make sense of it.

Are you out of pocket – and if so by how much.

Do they say you owe the money – and if so how much?

What is "studio"?

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Studio is a catalogue company, similar to JD Williams or Very. 

I'm not out of pocket but my credit file is wrecked because they have charged me for the items that I have returned.

I thought I'd wrote it out quite good, I was trying to get all the information in there so that people wouldn't have to ask questions because I'd missed something. 

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So you returned a number of items using EVRi. Studio say that they haven't received them and that you still owe them the money.
Is that correct?

How much do they say that you owe them?
What are the items which you have returned and which they dispute having received?
And I understand that you have evidence that they have been returned and that they are delivered.

Is this all correct?

I understand that despite this dispute you went on to order more items but then cancelled the orders – and they refuse to accept the cancellation and they delivered them.
I then understand that you returned the items to them. Who paid for the return?

Do you have evidence that you attempted to cancel and that they refused?

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I returned two using Evri and two by royal mail.

I don't know which ones they have received back because since their change of ownership all previous account activity has been erased.

Not just my account but all customers accounts. It hasn't shown on any of my statements what the outstanding balance is for.

My current balance is £950 with £250 as the minimum payment. 

I have returned everything I ordered and have all tracking details. 

I did order more things after the dispute over the trainers because I've never had an issue with them before and when I've returned things previously I've sent the tracking information and received a refund.

I paid for 5 (including the trainers, 4 if not including them sorry if this is confusing) returns and studio sent a returns label for one return.

I have the evidence of me asking to cancel and then refusing in emails that I have kept. 

Sorry I sent 4 items back, the trainers included and they sent a return label for 1,

had to rewrite that because I confused myself. 

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where are you getting this info from that ALL customers can no longer view their past studio history? the take over was more than a year ago and should not effect your recent issues.

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Posting of customers on twitter. They were bought by the chap that owns sports direct in September 2023, they changed to a different website etc in January but none of my returns were showing before then. 

Unfortunately the issue does affect my recent order/returns issue. The last order it shown on there was things I'd ordered in December 2022.

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please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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  • 1 month later...

Sars request sent on 16th March and also sent a complaint separately to Studio. Have received no response. Both letters were received and signed for. 

I was also told by the financial ombudsman that studio were investigating but I've also had no response to that either. 

The only thing Studio have sent me is a default notice. 

Any ideas of what I can do from here please 

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give the SAR another few days .

if you get nowt by say tuesday

complain to the ICO studio have ignored your legally binding SAR.

dx

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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  • 1 month later...
Posted (edited)

So a little update. 

I sent a complaint to ico and have heard nothing. I just got the general reply email and that's it. 

Sat twiddling my thumbs and thought about what I should do next. I searched for the CEO of Studio but then found that he'd left so as keep getting letters from studio about the arrears etc. I thought I'd email the David Twigg. Sent him all the bumpft and a copy of my original complaint and sars request. 

Got no response. So didn't know what else to do. Then I thought I'd try through the financial difficulties option on the online form. One last try before I just give up and let them default me. 

Then on the 5th June. I got an email from their customer services. That the items that had gone AWOL have all been cancelled. Nothing else on that email, so I had a look in an email account that I don't use anymore and there was an email from the customer service

That they were sorry for the problems I've had for the last 9 months. That the sars info was emailed to me on 14/04, it wasn't I've kept all spam and deleted emails on that account, they have raised a complaint with their studio pay team regarding the issues, balance dispute, fee's and my credit file. They are hoping to resolve in 3 days but they have upto 56.

They also said in regards to my other issues I have to raise a complaint with studio retail but haven't told me how I do that. 

The sars info only goes upto the end of December 2023. It has my previous complaints on there but nothing after so I don't know how I get hold of that information. Luckily I've kept copies of every time I've contacted them. Every web chat or social media contact. 

Apologies for the extremely long post but I wanted to add everything I could just incase. 

I have checked my account balance and it's still minus 900 odd pounds but I'll keep checking to see if it's all cleared and on my credit file

I'm hoping this is the end of the whole debacle and they close my account because I never want to do this again. Although it's been a learning experience. 

Thanks to dx100uk for pointing me in the right direction. Much appreciated. 

 

Edited by JustAnOldGal
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Looks promising then. 

Well done

 

Dx

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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I'm not quite out of the woods yet.

The email they sent me also said that I have £290 of arrears and it has been passed onto their collections department. If anything my account should be £10 in credit. 

They haven't taken into account the trainers that were returned back in October.

The other items have been credited to my account so it looks like I've still got work to do. 

They are not very quick to reply to emails, although I've only sent one trying to find more information, and I have no idea what happens next.

Half of me want's to get it sorted properly the other half just wants it over with, if that means a default then so be it. 

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Well keep at it. 

Are the arrears the returned trainers sum only?

Hope they haven't added unlawful fixed sum penalty fees? 

Dx

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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As far as I'm aware it's just the interest from the trainers.

They have since emailed to say they have put my account on breathing space for 30 days

I can come up with a payment plan.

No way that's happening.

The email was from Frasers group financial services.

I have to get in touch with studio regarding the missing trainers.

I have emailed them.

But it's going to be difficult, I think,

I don't have the original order reference number.

All I have is the tracking information and a returns label that was inside the packet with the trainers.

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the ref number should be on the label in their code.

i seriously doubt £290 is interest on the sum the trainers cost to date...unless you used one of their buy now pay latter schemes whereby the interest can be 60% if the sum is not paid in the 1st 12mts.

dx

 

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

I don't think the trainers were on buy now pay later.

Though it's been so long I don't remember. The interest rate is 59.9%, so whether that makes a difference. 

When they reply to my email I'll ask for a breakdown of the charges. 

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It will be the int then. 

Is this on your credit file

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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no takes a good few weeks to update

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

Had an email that, finally after all this time, the trainers have been cancelled and credited to my account.

Hopefully that means that the fees and interest should be removed from my account and the late payment markers and/or the default are removed.

I honestly don't know why this has been such an issue for them to sort out.

 

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probably this buy out everyone goes on about.

well just make sure they do properly sanitise your credit file.

dx

 

  • Thanks 1

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

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