Waterstones Query

gemstars

Hi all,

I'm hoping to get some clarification of what my rights are in this situation.

I ordered a book online from Waterstones to collect in store on 25/06/2010 and collected it about a week/week and a half later. I've noticed today that the binding has come unstuck and the pages are falling out. This is a reference book and the spine is unbroken so I think this is a fault rather than a wear and tear issue.

I've checked out their returns policy on the website and it states:
"You can also return unwanted or faulty items to any Waterstone's branch. Unfortunately we can't exchange unwanted/faulty items in store, only give you a refund (providing you bring your despatch note that accompanied your delivery and the unwanted item is in pristine condition). We hope to be able to offer exchanges for online purchases in Waterstone's stores in the near future."

The problem is I do not have the despatch note, only a copy of my order from my account.

I've spoken to their customer services who said that it is at the discretion of the individual store whether they would accept returns (even with the despatch note) but that I could post the item back, however they do not have a freepost address.

All I want is another copy of the book which is not faulty without incurring any further costs myself.

Can anyone help me understand what I should do?

Thanks

cyberbob

All you need to do legally is prove it was bought from them. As its faulty they are legally bound to offer a replacement or refund. Remember your not returning it because it's unwanted but because it's damaged.

adam.mt

Whether they accept it back in-store or not (since an on-line purchase) I would guess is up to them. However, if you do have to post it back then they would be liable for refunding you the return postage cost since the return is due to a fault. Ask their on-line sales which they prefer, and if not inconvenient to return in person then do so; if refused, then ask them for a return address and post (include a letter asking for a refund of postage cost and asking for a replacement).

pinkshoes

Waterstones are normally very good with things like this, and will probably just exchange it there and then for you.

They did the same for my mum who bought a book, got half way through, and found some pages missing!!