Customer Service Outsourced to CAPITA – A marriage made in Hell! Purchased 3 items of clothing from J L online on 25th June 2016. When they arrived, I could see that they were way over-sized, so without opening the plastic sleeves, (the 3 items were not packed in a box, but had 3 coat hangers which were folded and wrapped around each other and placed in a large plastic bag) I sent them back 3 days later - was able to collect them from a Waitrose shop in St. Albans and took them back to the same shop to be returned to the warehouse of which I was given a receipt. Now, here we go with this fiasco. When the returned goods were received by J L, they updated the return of only 2 items and I received a partial refund to my PayPal account for, you’ve guessed it, 2 items, leaving me £39.00 short for the 3rd item which was not updated as a return on their system - this they admitted! In fact, initially, I did have a lovely email from one of their Customer Services representatives who apologised and said that “the refund had not been set up properly and has now been sorted”, so I took it that my problems would end there, but this was not to be! Following that and numerous emails and calls to customer service, on each occasion was told, 'refund processed and should be in your PayPal account' and need to wait 3-5 days! On one particular occasion was told there had been an 'error and refund did not go through’, another occasion was told that 'refund was stuck in the system', but now processed and refunded to your PayPal account and I should again wait another 5 days for it to go through. I constantly checked my PayPal account, but to no avail, as no refund was forthcoming! Some of my emails were completely ignored and promises of getting back to me also broken! I have been incredibly stressed out and frustrated in trying to get this resolved and wasted a lot of my valuable time, but all they say is, “refund has been processed and it must now show in your account”. On one particular occasion, I asked them to check with their refund department for the date of refund, so I can pass this to PayPal, but was told that they are not allowed to divulge this kind of information. I replied to the representative, that without this information, I am not going to be able to approach PayPal; the representative then reluctantly agreed to check with the refunds department, so proceeded to put me on hold - 3 minutes later the representative came back with the information, "refunded between 22nd to 29th July" and that’s all he could tell me. Said "PayPal must have your money so check with them". Thank my lucky stars that my purchase was paid with PayPal. I felt that J L were withholding my refund for no reason, so opened a claim with PayPal. Contacted PayPal on 5th August 2016 and they gave J L 10 days to resolve the issue. J L declined to respond, so PayPal automatically ruled in my favour, reversed the transaction and recovered the £39.00 from J L and credited my account on 16th August 2016 - you can’t keep my money J L - it’s unlawful! Without the intervention of PayPal, I would never have seen my money again! Looking back at other reviews on Trust Pilot, it would appear that refunds have not been forthcoming and other experiences have been incredibly similar to my own. How much money has been retained from customer refunds and, how many customers have given up hope of ever seeing their money again? So, when you are sick to the core and have had enough of the spiralling frustration with 'JL/CAPITA Customer Services of Incompetence' and feel like you are giving way to the stark recesses of irrationality and futility, do not be afraid of taking your issue to the 'Small Claims Court' 'Ombudsman', 'Trading Standards', or even to your payment provider. Don’t let them keep your hard earned money – I was determined that they should not keep my £39.00 - Surely under 'THE CONSUMER RIGHTS ACT OF 2015’ AND THE CONSUMER CONTRACTS REGULATIONS OF 2013', justifiably, I am entitled to a refund! To assist other customers, this is an extract from 'The Consumer Contracts Regulations' concerning refunds and compliance to this Contract: “You are responsible for returning the item within 14 calendar days of cancelling and Refunds must be paid within 14 calendar days after returning the goods, or evidence that they were returned” I always sang the praises of JL to all and always shopped there because of their exclusivity in incredible customer service, but the customer service outsourcing to ‘Capita’ is a mistake that will have far reaching consequences and will prove costly to their reputation. The marriage of JL and Capita has produced a shambolic and 'not fit for purpose’ service and fails to instil any confidence to their customers of ever having any of their issues addressed and dealt with in the professional way they should be, and I will not be using JL online again (I have spent thousands of pounds over last 5 years). I work with several hundred people and will be spreading the word to ensure no-one has to go through this dreadful and painful experience! Please also take the time to read the other 'TRUST PILOT' Reviews - many frustrating stressful and unhappy experiences - REALLY INCREDIBLY SHOCKING and SHAMEFUL. Currently, I would recommend that you remove them completely from your merchant list - my experience is one I will never forget, and it is astonishing for such a trusted name on the high street 'going to the dogs'. I have received so much better service from much smaller companies and also 1 Giant and will do my shopping on-line with these – I have had refunds within 3 days and 5 days JL, but not from you – you fail to give any customer service and no refunds forthcoming! “The online retailing industry is changing and those that offer a ‘Positive Customer Experience’ will increase their market share and lead the way” A lesson to be learned JL - 'never outsource your hard earned reputation'