How do I get TM Lewin to pay my VAT refund back, I have been following up for 3 months now?

How do I get TM Lewin to pay my VAT refund back, I have been following up for 3 months now?

21-09-2011 asked by Meredith Isakson
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I am a non EU resident who purchased several items in store at the Christophers Place store.

I filled out all the forms (was sent across the road to the mens store to complete them) to receive a VAT refund. I left the UK via Stansted Airport on 5th June 2011. I put all my receipts and information in the box at the airport as instructed and have not yet received a refund of VAT for my TM Lewin purchases.

The VAT company should have received them and paid the refund. This has not occurred so I have tried many times to email TM Lewin and requested that they tell me which company does the VAT refunds (so I can follow up) and no-one seems to want to answer. You have referred me to the airport and customs, who of course refer me back to TM Lewin and around we go. It is a simple question:
who organsies your VAT refund TM Lewin?
Where is the repsonsibility for following up?

Help please, getting very frustrated.

Anthony Procopi

Hi Meredith,

Firstly, appologies for the inconvenience this has caused. The best option for you would be to contact Global Refunds, here is the direct link for you: http://www.global-blue.com/ and hopefully someone from Global Blue can fix the situtation as soon as possible for you.

Comments

Meredith Isakson
Meredith Isakson
22nd September 2011

Thank you. I have an email from Global Blue asking me to ask you for the Doc ID no. (a unique tracking no. of each tax refund form I submitted- it is stated under the barcode of the form).

I have an email from TM Lewin today (David Hiron) saying I need to get this number in store (St. Christopher's Place) but I have already been in to the store and done all this 3 months ago! The email refers to online purchases, but I didn't purchase online I was in the store and it was signed by your staff.

TM Lewin already has the details of my purchases as I have emailed many times so please can you give me this number -or can you please liase with Global Blue to make sure they get this number.

Thank you in advance for your kind cooperation.

AnthonyTML
AnthonyTML
22nd September 2011

Hi Meredith,

We will email you directly now as we require further details from you about your purchase.

Regards,
Anthony

Meredith Isakson
Meredith Isakson
25th October 2011
Thanks Anthony, it is now another month on. I have had several emails from TM lewin since asking me the same questions that I have already answered, so I answered again, then 3 weeks goes by and.....nothing. I still dont have a refund. It really doesn't seem to be a big ask (I'm entiteld to it and have followed all the procedures) but your company seems to be struggling with this. Can you please follow up.
AnthonyTML
AnthonyTML
25th October 2011

Hi Meredith,

Sorry to hear that this still hasn't been resolved. Have you been in contact with Global Refunds (http://www.global-blue.com/)? If so, what has been the outcome from them?

Best wishes, 

Anthony

Meredith Isakson
Meredith Isakson
26th October 2011

Hi Anthony,

yes I was, they sent me back to TM Lewin to get a DOC ID number which was on the form (which went in the post box at the airport). Neither TM Lewin or Global Refund can find the form so won't issue the refund, even though I given all my details so they could track down the purchases.

I am appalled at this response after MONTHS and MONTHS of me following it up. I purchased 4 items and TM Lewin can't figure this out! For goodness sake, all that needs to occur is TM Lewin pay the refund, then you need to sit down with Stanstead Airport and Global Blue and work out your processes as THEY ARE NOT WORKING.

Somehow though, all my other refunds from other stores came thru (5 other stores!) even though they all went in the box together at the airport. Only TM Lewin has failed to issue the refund.

Will I be shopping at TM Lewin again- hell no!

AnthonyTML
AnthonyTML
26th October 2011

Hi Meredith, 

I have been in touch with Customer Services and I am now aware that we have also been in contact with Global Refunds, who have advised us that without a DOC ID reference they are not able to locate your form - this is why you have not been refunded at this point. 

Customer Services have advised me that as a good will gesture we will refund the VAT for you, on this one occasion.

The total that is due to you is £23.50

Customer services will be in touch with you shortly.

Hope that this has helped.

Ant

Meredith Isakson
Meredith Isakson
03rd November 2011

Thanks for the 'goodwill'. I have now received my refund after 6 months of follow up. While I appreciate the $, I would really like TM Lewin, Global Refunds and Stansted Airport to look at the process together, because they do not match up with what each of you are saying. Happy to be involved from a customers point of view.

And yes, the clothes I purchased have held up, so happy with the quality of products.