Incorrect item recived from toys r us

dizzybuff

Hi ,

I need help on this rather quickly. Okay let me explain , my freind is pregnant and due tuesday , she ordered an item online in the sale ( steriliser and bottles etc ) She opened the item when she recived it and they have sent her the incorrect item .

They want her to return it but wont send out a replacement until they asses the item . She is due tuesday and this could leave her without a steriliser. If the baby comes early we could be in trouble .

Can I have some advise or draft letter if she is entitled to anything .. please help im so worried for her:mad:

faerie_girl

Maybe she could give breastfeeding ago? If she decided to carry on it would save approximately £500 in the first year, so good for the pocket as well as the baby and mum.

If she is sure she doesn't want to breastfeed at all she could buy a couple of bottles in the mean time and use sterlising fluids, tablets or even boil the bottles until the steriliser comes.

I don't think she would be entitled to anything, it is just a simple mistake. There have been no harm done so she wouldn't be able to get compensation. Has she asked if she could take it to a store to speed the process up a bit?

neilmcl

What do you mean by "incorrect item", please explain.

Dizzie77

I would also suggest the taking it back to a local store instead of having to send it back.
TBH, it's not Toys R Us's fault that the baby is due on Tuesday....presumably, your friend knew that she was pregnant some time ago?

My suggestion is that she phones them back and explains that it is too urgent to wait to send it back for them to "assess" it and ask if she could take it back to store and get the item that she was wanting.

RobertoMoir

dizzybuff wrote: »

Hi ,

I need help on this rather quickly. Okay let me explain , my freind is pregnant and due tuesday , she ordered an item online in the sale ( steriliser and bottles etc ) She opened the item when she recived it and they have sent her the incorrect item .

They want her to return it but wont send out a replacement until they asses the item . She is due tuesday and this could leave her without a steriliser. If the baby comes early we could be in trouble .

Can I have some advise or draft letter if she is entitled to anything .. please help im so worried for her:mad:

Entitled to what exactly?

I can't help thinking that writing complaining letters backwards and forwards will, in the end, only take longer to resolve the issue than doing what they are asking for.

Perhaps the goods could be exchanged at a nearby Toys R Us, should there be one near enough? If you are worried perhaps you could go with her or even for her. Failing that, she could source the goods from elsewhere as its urgent, then exercise her right to cancel the order under the DSR.

pmduk

She is entitled to what she paid for, no more and no less. She shouldn't be out of pocket by the store's mistake. Baby's give several month's notice of their arrival, so the due date of Tuesday isn't relevant.

sarahg1969

Why can't she send it back for a refund, and buy one from a real shop in the meantime, if it's such an urgent problem?

Or, if she has no sterilising equipment before the baby comes, maybe it will be an opportunity to try breastfeeding (if possible)?

hairy_g

She needs to phone them and explain that as they are the incorrect goods she is returning them for a refund/replacement under the DSR's.
there is no need for them to asess anything, that is bull.

3.23 Where the DSRs give consumers the right to cancel an order, this
right is unconditional and begins from the moment the contract is
concluded. Unlike when buying from a shop, the first time that a
consumer will typically have an opportunity to examine goods
purchased by distance means is when they receive them. The DSRs
give consumers who buy by distance means more rights than
consumers who shop in person. When a distance consumer cancels a
contract to which the cancellation provisions apply they are entitled to
a refund of any money they have paid in relation to the contract even
if the goods are not defective in any way.

dizzybuff

I sorted this , I understand babies give months of notice but she was waiting for the sales.

She ordered a 120 steriliser for 56 quid , 2 of them one as a gift when they came they were 30 quid ones.

They have sent 1 replacement out and it will be with her tommorrow . The other will follow when they areback in stock , and they will pick the other 2 items up at her convieniance. I was asked to do it because of the stress it was putting her through . and apparently according to toys r us if they deliver an incorrect item u cant take it back to the store u ordered it from .

dizzybuff

sarahg1969 wrote: »

Why can't she send it back for a refund, and buy one from a real shop in the meantime, if it's such an urgent problem?

Or, if she has no sterilising equipment before the baby comes, maybe it will be an opportunity to try breastfeeding (if possible)?

The bf not an option for her . Her choice not mine , i did and will again .

pinkshoes

dizzybuff wrote: »

The bf not an option for her . Her choice not mine , i did and will again .

Call me stupid if this is a really stupid question, but how can you possibly know that breast feeding isn't an option until the baby is born and she's tried it?!

(I have no kids, and wouldn't know things like this, but everyone I know who's had a baby only knew that BF was not an option after a couple of weeks of trying without much success. Most of them were gutted!).