Cotton Traders - BEWARE

regglad

I recently ordered a pair of walking boots from COTTON TRADERS via their website, paying by debit card. The boots eventually arrived (apparently they are having problems with a new computing and distribution system) and when I tried them on, one of the lace holders (sorry, do not know the correct technical term for it) broke off. As the package had arrived by private courier I assumed that I could return the faulty goods the same way - VERY WRONG !!!!!!! On checking the rear of the delivery slip, and the t&c's on the website, it is very clear that:-

1. Any faulty goods have to returned AT MY OWN EXPENSE - no exceptions. No returns to their own shops. The postage I have to pay is NOT recoverable.

2. My debit card is debited on receipt of my order, NOT on despatch of the goods, so if the goods are suddenly out of stock, they still have your money.

I know that it is too late for me, but I hope that the above serves as a warning to others considering placing an order with this firm.

Turning_into_scrooge

Check with Trading Standards, i was under the impression that if goods are faulty the company you buy from has to pay the postage for return.

jaxxy00

Turning_into_scrooge wrote:

Check with Trading Standards, i was under the impression that if goods are faulty the company you buy from has to pay the postage for return.

Yes i thought this too. I know when i have in the past ordered from ebuyer for computer bits, they dont automatically allow you money for p+p if you have something faulty but if you email them they have then refunded the p+p onto my card for faulty goods.

deanos

http://www.cottontraders.co.uk/ct/information.asp#Returns



Upon receipt, our Returns Team will inspect the goods in question. If a fault is accepted your returns postage will be refunded and your request for refund or replacement will be actioned. If your return's postage cost's exceed £2.50, please either enclose your receipt inside the parcel or forward a copy to us. If you have requested exchange items, no further P+P will be charged on the exchanged goods.

regglad

Deanos, many thanks for your message, certainly this information is NOT on the rear of their delivery slip.

Best regards.

deanos

No problem

Sujamjen

A call to their customer services dept immediately you knew of the problem might have saved you a lot of worry/anger!

gibby

Check the Distance Selling Rules as I know usually if goods are faulty they have to pay to return postage, but if you want to return them or change you mind then you have to pay. i think that fair.

I know ebuyer do collect goods at their cost if faulty - I buy from them all the time. But any good firm wanting to give good customer service will refund postage for faulty goods.

I buy boots all the time from
https://www.alternativesoles.co.uk and they are always very hot on checking goods in advance and never a problem on customer service

ta

G