Wrong item dispatched on play.com - Send back before replacement?

JamesHP

I ordered a Logic 3 iPod speaker from play.com last week. I got a package through from them today, but surprise surprise, it wasn't what I ordered. It was in fact a Microsoft wireless desktop set which on looking round the internet is worth £30, £15 less than what I paid. My questions are:
How often does this happen, and how quickly do Play dispatch and deliver the item you originally ordered after reporting the error to them?
I know I have to send the keyboard and mouse back out of my own pocket, with Play refunding the postage after. Should I include the receipt for postage inside the parcel?
Also, should I wait for the replacement to be delivered before sending them the item sent to me in error?

hayley11

I would send it back recorded so they can't dispute it's been returned, then i'd write to them asking for the postage charge to be refunded. The parcel will probably just go back to the warehouse and they probably won't do anything with the receipt.

I'd send the item back as soon as really, you'll have proof you've returned it and i'm sure they will just send you a replacement.

Torby

notify Play, they will issue a "returns" ticket then ask you to return it, preferably recorded (they will reimburse you for the postage cost) in my case they sent me the correct item before I had the chance even to get to the post office! (I had asked them to send me the correct item asap)...its only happened once in all my many dealings with Play...they were quick and easy to deal with....here's what they said

"We are very sorry to hear that you have been sent the incorrect item. We
will dispatch the correct item to you immediately.

Your returns authorisation is **********

So that you are not charged for the incorrect item sent to you, please
return it to us at the address below at your earliest convenience.

Play.com Returns
Unit 3A
Appletree Industrial estate
Chipping Warden
Banbury
Oxfordshire
OX17 1LL

Print out a copy of this Returns Authorisation e-mail and include it
alongside the original invoice.If you do not have access to a printer
please include a covering note stating your personal Returns Authorisation
Number located at the top of this e-mail.

We request that you return the item to us in secure packaging using
recorded delivery. If you are mailing from outside of the UK please use
an equivalent insured service.

To help us process your return more quickly please include a detailed
description of the fault. For example if you are returning a DVD or CD we
need to know the chapter/track in which the problem occurs."

so there you have it....pretty simple and painless

JamesHP

Thanks. I'm about to ring them up, I've got no correspondence on my notification through the site. I'll ask them to send it next-day, and I'll send the keyboard back recorded.

JamesHP

Okay, I've received the email. How long does it generally take for the dispatched replacement to arrive? I need it pretty urgently see. And I sent the keyboard back to them recorded delivery. Let's hope they don't avoid paying the £8.95 I paid to send it back to them.