Consumer rights - problem with a catalogue & need advice!

kevnems

Hi,

Newbire here with a fairly serious problem & need help! Its a bit of a long explanation, but here goes.....

A few months ago I ordered a product from a well known catalogue.
When the product arrived it had the wrong product code on the box, so without even opening it I called Customer Services and explained. The adviser apologised & arranged for collection & a replacement (hopefully correct product). She then advised me to open the outer bag to get the return label. I then told her that it didn't arrive in an official bag, just a box with strapping.
She then told me that this was very odd & that I had actually recieved another customers return in error.
The package was collected, but approx 2 weeks later I had a package delivered with a letter attached stating that "...we are unable to accept this product back as a return as it has been used and no fault was found..." BUT this package is at least 4 times the size of the original one that I sent back!!
I have since been on the phone to about 9 different departments (including their Fraud Dept), been asked to send in verification of ID, racked up charges for non payment, amassed HUGE phone bills from 0845 numbers, been passed from person to person & explained to a million different people (NONE of which are able to help), been passed to a debt collection agency & had a mark against my credit rating, and written numerous letters to try and sort this problem.
They still keep on telling me that I am liable for all charges relating to this problem.

My main points are this -
1. I returned the original package in THE EXACT SAME CONDITION I received it in - completely unopened and all seals intact.
2. If the original package was another customers return, and it has since been found used - surely it is THAT customers problem & not mine!
3. I completely refuse to be bullied into paying out over £400 for a product that I have never received!

But, I have made all these points over & over again, how do I get them to listen to me & sort this problem out??

Any help would be greatly appreciated!
Thanks,
Kev N Ems

RadoJo

Is this a credit account? If so, would they not be regulated by the FSA who might be worth contacting to see if they can intervene on your behalf - it certainly sounds like a series of realtively minor errors combining to form a massive one.

lincroft1710

A few months ago I ordered a product from a well known catalogue

As you are neither slandering nor libelling them, name them.

kevnems

Yes, its a credit account with Littlewoods.
Thanks for the advice about the FSA, will definately look into that.

ManxAvenger

Don't get me started on Littlewoods! I had a payment credited to my account via a credit card from another customer. I rang and told them and was thanked for doing so. Three months later, the credit was still there, so I spent it. It was about £80 within 48 hours they had rectified their mistake and sent me a snotty letter demanding overdue payment! Their left hands don't know what their right hands are doing. Stick it out, you are in the right!!

kevnems

Have just been on the phone to them again, they have now said that they are NOT taking back the package and that I am liable for all charges, now over £500 with late payment fees.

Can anyone advise me please?