Spiegel catalog order - ordered black leather jacket - brown jacket was delivered - returned jacket, didn't receive credit on Visa card - jacket lost ?

Complaints.com received the following business reply on June 28, 2002:

From: Email User

RE: {REF: 1025279285.000} RE: customer service/spiegel catalog

Dear Customer, Thank you for contacting us. We have not received the merchandise you returned and need additional information. Please email us with answers to the following questions and we'll handle it from there. * order # if available----31366678 * number of packages returned * reason for return---wrong color sent, ordered brown and received black. * catalog number of the items returned including a description, price and quantity * date and method of return and any receipt # * address package was returned to * if a replacement was requested, item # of new selection * your complete name and address including a daytime telephone # As soon as we hear from you we will take care of your request. Sincerely, Customer Satisfaction Internet Staff Spiegel Inc. www.spiegel.com

Complaints.com received the following consumer message on June 26, 2002:

From: Connie Young [Email User]

RE: Spiegel catalog order - ordered black leather jacket - brown jacket was delivered - returned jacket, didn't receive credit on Visa card - jacket lost ?

Dear Consumers,

Last April, I ordered a leather jacket from the Spiegel catalog at a sale price of $129.00. I ordered it in brown but it came in black so I returned it immediately and asked for a credit on my visa charge (it wasn't the quality I expected.)

For two months, I have been checking for the credit to my account and noticed it wasn't on my statement. Today I e-mailed and called a Spiegel customer service representative. I was informed that they have no record of the return.

Since I didn't insure the return package, they have no way of knowing if it was actually sent back or not. I gave them the invoice numbers and account numbers, but to no avail. Yes, I was told that I sent it to the proper address. They said it was not policy for them to do tracking and were quite unsympathetic.

What the heck happened to that jacket? And why couldn't Spiegel be more helpful? I feel totally screwed. I'm certain that I will never purchase anything from their company again. ( Also, I have learned a lesson about insuring return items...I guess.)

Sincerely,

Connie M. Young