I sent an item back to a retailer via Collect+.

This was not a prepaid label. I paid for the service, in the same way I would have done if I chose Royal Mail.

The item has gone walkabouts…well, it stopped at the National Hub on the 10th, and no movement since.

Collect+, after really dragging their feet for the last week, just got back to me to say:

I am sorry to advise you that, despite our best efforts, we have been unable to locate your parcel XXXXX. In these circumstances we would advise you to contact your retailer for them to refund you.

Kind regards,

Daryll

Collect+

Am I correct in thinking they are taking the piss, or am I missing something? As I am fairly sure as I paid them for a service, it should be them refunding me my money.

For the record, the contents value was around £50, which Collect+ give you as standard.