Admin fee on store returns online?

elsietanner71

Hi all

Just a quickie.

I ordered some clothes online from Tesco on Saturday which arrived today. I thought I'd ordered an outfit aged 6 - 9 years (as some fancy dress seem to cover a wider age range) but it was actually 6 - 9 months! I've looked again on the site and I don't think it's clear as the sizes given are all in the wrong order iyswim.

http://www.clothingattesco.com/girls/Witch-dress-up-costume/invt/ar022001&bklist=icat,4,shop,catghalloween,kids-dress-up

My queries are:

- Tesco want to charge me a £2 admin fee to return by post (they don't accept fancy dress instore). Can they charge an admin fee?

- Do you think its worth arguing the sizes could be a bit misleading?

Thanks for any advice

Els x

dmg24

There is a size guide right next to the size box. You should have checked this before ordering if unsure.

neilmcl

Does the "admin fee" cover the cost of the return or they expecting you to pay return postage on top of that?

rsykes2000

elsietanner71 wrote: »

Hi all

Just a quickie.

I ordered some clothes online from Tesco on Saturday which arrived today. I thought I'd ordered an outfit aged 6 - 9 years (as some fancy dress seem to cover a wider age range) but it was actually 6 - 9 months! I've looked again on the site and I don't think it's clear as the sizes given are all in the wrong order iyswim.

http://www.clothingattesco.com/girls/Witch-dress-up-costume/invt/ar022001&bklist=icat,4,shop,catghalloween,kids-dress-up

My queries are:

- Tesco want to charge me a £2 admin fee to return by post (they don't accept fancy dress instore). Can they charge an admin fee?

- Do you think its worth arguing the sizes could be a bit misleading?

Thanks for any advice

Els x

My understanding is that if you are returning them under the DSR, then Tesco shouldn't be able to charge an admin fee.
http://www.out-law.com/page-430 has more details, specifically the paragraph

"On the cancellation of a contract, any sum paid by the consumer must be repaid as soon as possible and, in any case, within 30 days of cancellation. The full price paid for the goods must be refunded and this includes the cost of delivery of the goods to the consumer. "

I'd agree the sizes aren't blindingly obvious, but looking at them, the variation to me suggests that they could only be in months, up to 2/3 years.

elsietanner71

Thanks for replying, neilmcl and rsykes2000.

It's freepost. The invoice states:

'For postal returns there is a £2 charge to cover the cost of postage and processing for a non faulty return.'

Since it is Tesco I would assume they know what they're doing and can do this but I've only ever come across this type of admin fee from dodgy Ebay businesses or online ones who don't conform to DSRs anyway!

neilmcl

This isn't against the DSRs. Retailer's can't charge "restocking fees" but that can charge for return postage if it has been agreed in advance via the T&Cs, which was why I asked whether the fee covered postage or not.

bebewoo

I would argue, the sizes look misleading to me. And the size guide does not have the sizes in the same format as the drop-down box.
Hopeless website, would it kill them to put "years" and "months" next to the sizes?

elsietanner71

Well, I argued and the fee has been waived.

I really think they should change it though - put 'months' put the sizes in the logical order and maybe have a photo of a baby or toddler in the dress rather than a 5 / 6 year old!

Thanks for all your advice, guys. Have good day.

Els xx

lindos90

If its something like this:

http://www.clothingattesco.com/boys/Skeleton-costume/invt/ar022019&bklist=icat,4,shop,catghalloween,kids-dress-up

...click for the age dropdown menu


I would query it, as it looks like the first two are months, the next two are years, then it goes back to months again, but its just numbers no month or year at the side, and as they are not actually in order, the 9-12 could easily be percieved as a large size, the absence of ages 5-8 would not seem surprising as stock for that age range could have sold out.