Book Depository damaged book

patchwork_cat

Sorry if this is in the wrong place, but I really couldn't think where else to put it!

I ordered 7 books from the Book Depository and 2 are damaged, 1 I am prepared to accept, but the other one I am not.

I have contacted them via email (the only contact available) first they offered 25 % off! Never had this froma large retailer - that would have meant paying £5 for a book that appears second hand that I could probably pick up second hand for £1 or £2! I declined that as I bought and wanted a new one. After 5 emails they have said they will refund and I should put the book in original packaging in a post box with return to sender and no stamp!

This policies main flaw to my eye is if they never receive it I have no proof of posting and they will no doubt not refund. They are not prepared to pay for return postage despite the book not being as described.

What are my rights and advice as to what to do as I can see the putting in a post box, unstamped, problematic, especially at the moment.

ihatecaptcha

You could send them an email stating that you are returning them by recorded delivery for your own protection. Then after you've posted the books, send another email telling the retailer the postage cost and making it clear that you expect them to refund you for the return postage in addition to what you paid for the books.

But be realistic -- if they don't comply, in the end there's not much you can do about it except threaten them with court action. To take them to court over such small sums would cost you money which you might not get back.

My advice would be to cut your losses, keep the books, and not deal with them again unless it's through Amazon. Give the books you don't want to a charity shop, and chalk it up to experience.

cleo1299

patchwork_cat wrote: »

After 5 emails they have said they will refund and I should put the book in original packaging in a post box with return to sender and no stamp!

This policies main flaw to my eye is if they never receive it I have no proof of posting and they will no doubt not refund.

Did they actually tell you to put the books in a post box / pillar box?

That's very dodgy. The reason is obvious -- if you took them to the post office with no postage, they wouldn't be accepted. (Unless it was being sent Freepost). On their website they themselves recommend recorded delivery for "high value" goods, "as we cannot be responsible for non–delivery of returned items."

By telling you to send them back without postage and with no proof of posting, they are setting things up so the books won't be delivered and you won't be able to prove you sent them. So they not only won't have to pay the return postage, they also won't have to pay the refund they've "agreed" to.

Outrageous!

How long has it been since you received the books? If less than 5 days, cancel the order under the Distance Selling Regulations, and they will then be responsible for the cost of return as well as being obliged to refund you. But to do this, you might have to return the entire order. I am not sure. You can get advice, and a suitable template for your email, from Consumer Direct, www.consumerdirect.gov.uk. They can also tell you what you can do, if it has been more than 5 days since you received the books.

Consumer Direct may pass this on to Trading Standards, because the Book Depository should definitely not be advising you to send books back without postage.

patchwork_cat

Yes they did, that is what is concerning me it is very dodgy if they don't 'receive' the books back They will have the book, I will have no proof of posting and no refund.

cleo1299

patchwork_cat wrote: »

Yes they did, that is what is concerning me it is very dodgy if they don't 'receive' the books back They will have the book, I will have no proof of posting and no refund.

More than likely they would NOT have the book, because RM would demand payment of the postage, which (I suspect) the Book Depository would refuse to pay. So either it would sit forever in one of RM's limboes, or RM would deliver it back to you with a double demand for postage -- there and back.

What is most concerning is that by specifically telling you to post the books through a letterbox rather than the post office, that suggests they know exactly what would happen if you followed their advice so they are deliberately deceiving you (in my opinion). They know very well that you can't send the books back that way. That makes it more serious than just refusing to refund. I would contact Consumer Direct.

patchwork_cat

My feelings excatly Cleo. They have no intention of refunding me. I have been in touch with consumer direct, but if they won't move I am not sure what I can do as ultimately my recourse would be court! Not worth it for an £8 book. I can however warn everyone now that they may just undercut Amazon and Tesco, but if you have problems don't expect a solution.

cleo1299

patchwork_cat wrote: »

My feelings excatly Cleo. They have no intention of refunding me. I have been in touch with consumer direct, but if they won't move I am not sure what I can do as ultimately my recourse would be court! Not worth it for an £8 book. I can however warn everyone now that they may just undercut Amazon and Tesco, but if you have problems don't expect a solution.

You are right, it's not worth it if Consumer Direct aren't willing to pass it on to Trading Standards. I guess I was mistaken about what they would consider serious. Sorry about that.

You could accept the Book Depository's offer of a 25% refund. At least it's better than nothing.

One thing I've noticed -- Amazon's price often works out lower if you make sure your order is high enough for the free delivery.

patchwork_cat

Well I am eating humble pie - they have just emailed to say that I misunderstood and they will refund me even if they don't get the book back. sorry book depository, I will use you again.

ihatecaptcha

Don't want to sound cynical but maybe you should wait until you've got the refund before you apologize. :-)

patchwork_cat

I too am a cynic and 6 days on they have still not refunded. I rang them and they could find no trace, sent them a copy of the email they sent me and after 2 more calls have been told oh I have put it through the system it will be 3 days. When queried why it hadn't been done as promised no reply, just reiterated I have done it! Not holding my breath!

This lot is a shower - do not deal with them!

makapo

patchwork_cat wrote: »

I too am a cynic and 6 days on they have still not refunded. I rang them and they could find no trace, sent them a copy of the email they sent me and after 2 more calls have been told oh I have put it through the system it will be 3 days. When queried why it hadn't been done as promised no reply, just reiterated I have done it! Not holding my breath!

This lot is a shower - do not deal with them!

On Friday you posted that you had received an email saying they would refund. This is Wednesday morning. A weekend and a national postal strike have intervened. Maybe give them a little more time before zooming from apology to denunciation?

You have the email as proof of their promise, if the refund doesn't turn up you can take them to court if you feel it's worth it.