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metallicpearl
Advanced Contributer
1837 Posts |
 Posted - 23/04/2012 : 13:35:40
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Has anybody run into a brick wall when returning items bought over the net?
We bought a sofa cover. To cut a long story short, we were sent a sofa cover where we believed the colour didn't match the website. We were offered an exchange but no refund. We subsequently discovered that the item was also poorly-made. This was all communicated with the company we purchased it from, within 5 days after receipt. After mentioning Trading Standards, they finally agreed to a refund, minus a restocking fee, as per their terms and conditions. I called Trading Standards, who said that they can't legally enforce the restocking fee because we haven't simply changed our minds; the goods are not as described.
As advised by Trading Standards, we sent them a letter asking for acknowledgement of the rejection, which they now claim they didn't receive (we got proof of postage, as also advised by Trading Standards). At this point, we haven't sent the cover back for inspection as Trading Standards told us to hold onto it. As we didn't hear back from the letter, my good lady opened a Google Checkout dispute and, low and behold, the seller has got back in touch saying that, as we're now refusing to send the item back (at no point have we mentioned the word 'refusal'), we're not entitled to anything. I fear the Small Claims court may have to be the next step.
Why do companies do this? It does my nut in. They've sent us an item which isn't what we paid for, yet we're having to do all the work just to get a refund!
AAARGH.
Moan over. |
http://www.ladymonsoon.co.uk/
http://www.youtube.com/metallicpearl |
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Wannabedrummer
Advanced Contributer
United Kingdom
777 Posts |
Posted - 23/04/2012 : 13:52:45
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I've been lucky in that I've never had a significant problem returning stuff bought on the internet. I think at most I've lost postage costs, but that was because I bought they wrong item, not because I was sent the wrong item. The error was mine, not the shop.
From your description of events, it seems to me that they don't want yours or anyone elses business!!! It a no-brainer to me. A good service means you're more likely to use them again, and tell your mates you were happy with them. A bad servie means you'll tell everyone via any media (spoken word or computer based) not to use them. There's no better way to ruin your own business! |
Tama (well, a badge on the bass), Zildjian, Grandad-made tambourine, Premier HD heads (8 years old now, and still going strong). Could do with lessons! http://s872.photobucket.com/albums/ab285/AnthonyOConnell/My%20Drum%20Kit/ |
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stakka
Advanced Contributer
United Kingdom
2592 Posts |
Posted - 23/04/2012 : 14:39:44
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I'm pretty sure the "Distance Selling regulations" which covers (no pun intended) anything purchased over the internet and gives you extra rights relating to goods which are not suitable.
I do not know it in full context but worth a quick read and you may find that supports you.
http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Situationsthatcanchangeyourconsumerrights/DG_183048
If they really are being an arse then casually telling them you will make it your lifelong task to publish on every known internet forum how bad you think their attitude has been can also have an effect - though you need to be careful how you word things. |
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metallicpearl
Advanced Contributer
1837 Posts |
Posted - 24/04/2012 : 10:55:17
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Cheers guys. It's frustrating. It just boggles the mind - I always think that you should treat your customers with respect.
They even sent an e-mail from their 'legal department'. I doubt they have one in such a small business, but I guess I will find out in due course.
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http://www.ladymonsoon.co.uk/
http://www.youtube.com/metallicpearl |
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Wannabedrummer
Advanced Contributer
United Kingdom
777 Posts |
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metallicpearl
Advanced Contributer
1837 Posts |
Posted - 24/04/2012 : 16:03:50
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Not yet. I don't want to undermine my case against them. I've been nothing but polite and courteous to them so far, despite being treated like an idiot. Trading Standards have been helpful so far but I'm worried about the cost of going to the Small Claims Court for the sake of £50. The thing is, that £50 is £50 - it will pay for one of many things, i.e the cat's jabs next month.
They make sofa covers for Ikea sofas. That's all I can say  . |
http://www.ladymonsoon.co.uk/
http://www.youtube.com/metallicpearl |
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beezerk
Advanced Contributer
United Kingdom
29118 Posts |
Posted - 24/04/2012 : 16:07:23
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quote:
Originally posted by metallicpearl
I'm worried about the cost of going to the Small Claims Court for the sake of £50. The thing is, that £50 is £50 - it will pay for one of many things, i.e the cat's jabs next month.
That's what they are depending on mate, bunch of kin' chancers by the sounds of it.
Email Watchdog as well, there may be others who are in the same boat. |
http://photobucket.com/albums/c41/beezerkdrums/
Let's go Eskimo! |
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Grahame B
Advanced Contributer
Saint Helena
14853 Posts |
Posted - 24/04/2012 : 16:54:40
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quote:
Originally posted by beezerk
quote:
Originally posted by metallicpearl
I'm worried about the cost of going to the Small Claims Court for the sake of £50. The thing is, that £50 is £50 - it will pay for one of many things, i.e the cat's jabs next month.
That's what they are depending on mate, bunch of kin' chancers by the sounds of it.
Email Watchdog as well, there may be others who are in the same boat.
Sounds familiar- same business model as the maker of some orange lamp shades we know about... |
http://tinyurl.com/r38zpn
Tempus Fudgit ( censored )
"You won't get a refund from me no matter how hard you try."
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metallicpearl
Advanced Contributer
1837 Posts |
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beezerk
Advanced Contributer
United Kingdom
29118 Posts |
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metallicpearl
Advanced Contributer
1837 Posts |
Posted - 26/04/2012 : 21:11:29
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No, the good lady used her debit card. She did use Google Checkout, so we'll see if there's any recourse through that. Thanks anyway, beezerk.
I should have been more suspicious at the point where they footed their e-mails with 'legal dept.' - I'm going to ring Trading Standards again in the morning and see what our options are. I will also ask Companies House why the company in question have stopped trading - apparently, you can do that.
I would say "lesson learnt" but I've bought loads over the net and it's been generally pleasant. If it does transpire to be the case, I'll name and shame - not that anybody will be that bothered about sofa covers on a drum forum!
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http://www.ladymonsoon.co.uk/
http://www.youtube.com/metallicpearl |
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