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Advice needed asap on returned item
thecookiemonster_2
Posts: 29 Forumite
I bought an item online last week, It was a EEE Top which is an all in one touchscreen PC.
After using it for a around 5 mins or so i decided that it wasn't what i had expected so i emailed the company who i bought it from informing them that i was sending it back.
It was packed very securely a it was in one box plus it was put into another box and then another box just as i had received it and me and my partner checked it all over.
They received it monday and today i got an email from them informing me that they will not refund me my money due to the item supposedly having scratches on the screen, The screen was just like new and spotless when i sent it back and i am fuming and seething about this, What can i do about this matter? What about the DSR regulation?
It was packed so securely that it just does not make any sense whatsoever.
Advice needed please.
After using it for a around 5 mins or so i decided that it wasn't what i had expected so i emailed the company who i bought it from informing them that i was sending it back.
It was packed very securely a it was in one box plus it was put into another box and then another box just as i had received it and me and my partner checked it all over.
They received it monday and today i got an email from them informing me that they will not refund me my money due to the item supposedly having scratches on the screen, The screen was just like new and spotless when i sent it back and i am fuming and seething about this, What can i do about this matter? What about the DSR regulation?
It was packed so securely that it just does not make any sense whatsoever.
Advice needed please.
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Comments
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What is the name of the company?
Did you use a credit card to purchase it?
How much did you pay for it?
Was it sent back Special Delivery?0 -
What is the name of the company?
Did you use a credit card to purchase it?
How much did you pay for it?
Was it sent back Special Delivery?
The name of the company is Aria Technology Ltd.
I paid £380.00 for it plus delivery costs.
It was sent back via Parcelforce, I had to pay to send it back and was told that they would refund my delivery costs.
I used a debit card to pay for it unfortunately.
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I am just about to send them an email, Can anyone advise me of what to say in the email? Thanks.0
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If it was a VISA debit card then you will still have some protection, unlike other debit cards. You could do a chargeback.
It really depends on whether they are saying the scratches on the screen happened while in transit (unlikely the way you describe packaging) or if they were done prior to shipping. In which case it would just be your word against theirs.0 -
If it was a VISA debit card then you will still have some protection, unlike other debit cards. You could do a chargeback.
It really depends on whether they are saying the scratches on the screen happened while in transit (unlikely the way you describe packaging) or if they were done prior to shipping. In which case it would just be your word against theirs.
It was a Visa Electron Card.
Well basically i thoroughly checked the item before packing it up, everything was completely unmarked as new.
It was packed just as i got it and as i said it was put in it's original box then into a second and third box just as i had received it.
I find it very odd and difficult to believe that it has scratches on the screen as there was none when it left here, the item was only used and tested for a few minutes, I also find it very unlikely that it was done in transit either.
I returned the goods under the Distance Selling Regulations which state that you can return an item within 7 working days of receiving it and can be returned without giving a reason.0 -
If you don't get anywhere consider joining Which Legal to get some real proper advice from qualified lawyers. We have used them several times in the past and they have always given us expert advice and we have even been to small claims court and won on the strength of their advice.
Did you photograph the laptop before sending back? Can they prove it arrived to you in that condition?
Have you made a note of the serial number or the id number of the machine to make sure that they are not swapping machines on you?
Which Legal will help you draft emails and letters too. It does cost somewhere between £10 and £12 a quarter but in my opinion it will be worth it in the end considering how much you have spent on the computer in the first place.
Hope you get sorted
Jo0 -
If you don't get anywhere consider joining Which Legal to get some real proper advice from qualified lawyers. We have used them several times in the past and they have always given us expert advice and we have even been to small claims court and won on the strength of their advice.
Did you photograph the laptop before sending back? Can they prove it arrived to you in that condition?
Have you made a note of the serial number or the id number of the machine to make sure that they are not swapping machines on you?
Which Legal will help you draft emails and letters too. It does cost somewhere between £10 and £12 a quarter but in my opinion it will be worth it in the end considering how much you have spent on the computer in the first place.
Hope you get sorted
Jo
I didn't have the item long enough to scratch it, It was used for a few minutes and it was packed up and collected and delivered back to them.
No i didn't take any photographs and didn't note the ID number either.
I find it all very strange to be honest, I want to take them to Court as I am totally fuming and angry with this company.0 -
It sounds to me like they are pulling a fast one!
If you start quoting the law with them they may back down - this is where Which Legal will help. We've been members for years with them. We have had people back off at a million miles when we start quoting law.
If I am right as you bought online you are entitled to distance selling rights anyway and can return the laptop. I wouldn't advise contacting trading standards as I haven't found them helpful in the slightest in the past
Keep us updated with how you get on
Jo0 -
Don't Distance Selling regs cover this sort of thing???
Worth checking them out, I think.....if you told them within 7 days, I think they have no choice but to refund you - and if they think that you have damaged the item, they have to take separate legal action against you....I think.
Worth checking with Trading Standards/Consumer direct, as they get questions like this every day.Why does nobody say Thank You anymore??:mad:Debt Free as of September 2011 :jSealed Pot 2009 number 334 - £100 Saved! yey!!Sealed Pot 2010 number 334 - £116.51 Saved! Yey!! YIPPEE!!0 -
I informed them within 2 days of getting the item that I was sending it back so It was sent back within the 7 working days under the Distance Selling Regulations.0
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