It's mail order so should I accept a tatty box?

chrislee765

Hi all.
I ordered something online, when it arrived it was just wrapped in some bubble wrap with some tape. The product is in a presentation box and the box has crushed at the corners etc. There was no mechanical protection (such as cardboard) protecting it. The thing is, its a gift. It if were for me as long as the contents of the box were OK I would be happy but as a gift I don't believe this is fit for purpose.
I contacted the seller via email and here is their reply.

Hello Christopher,

We're sorry to hear this but, at the end of the day, this type of packaging degradation is to be expected with a mail order delivery. The packaging is ultimately there to protect the product. Given that this is the case, all we can suggest is returning the product to us for a refund. However, as the product itself is not damaged, we're unable to cover the cost of return in this case.

Kind regards
Dominic

And this is what I sent. I haven't replied to their email yet.

Dear Skidrive.

My order has arrived today and unfortunately is damaged. The box has been crushed and the corners are 'squashed' in.
This was for a Christmas present so I would like it in perfect condition.

I was surprised to see that the only thing protecting the box was some bubble wrap and no mechanical protection was offered.

I will await your response.
Kindest Regards,

Mr Christopher Lee.

I'm left a little frustrated. I worry I'm being fussy but I've never experienced this in any 'mail order' transaction before.
Thanks all for your advice and I'm sorry this wasn't so clear the first time I wrote it.

Mark_Hewitt

If you are unhappy you can return under DSR.

bris

Unbelievable, is this for real?

dmg24

I am intrigued as to what mechanical protection you expected?

londonsurrey

It's silly if it's the outer brown box.
However, I suspect that the OP is talking about the presentation box. Imagine a Chanel 5 bottle within its presentation white and black box, or even a box of Cadbury's chocolates within their purpley box. These are products that are significantly marked up because they're presented in a certain way. Although it's ultimately just a disposable box, a premium has been paid for said disposable box.

tenmah

bris wrote: »

Unbelievable, is this for real?

Seems reasonable to me. If you buy something as a gift, you wouldn't want to give it to someone with a bashed in box, although I am not sure what it meant by mechanical protection either!

Heliflyguy

dmg24

londonsurrey wrote: »

It's silly if it's the outer brown box.
However, I suspect that the OP is talking about the presentation box. Imagine a Chanel 5 bottle within its presentation white and black box, or even a box of Cadbury's chocolates within their purpley box. These are products that are significantly marked up because they're presented in a certain way. Although it's ultimately just a disposable box, a premium has been paid for said disposable box.

I recently had a camera bag delivered solely in it's presentation box, all they had done was sealed the edges.

sarahg1969

I had a child's Christmas present delivered last year - an ELC doll's house. No outer box, and the address labels stuck to the box. Fortunately, the children weren't in when it was delivered.

chrislee765

Thanks all for your help.
I have edited my OP as it was a little unclear.

dmg24 wrote: »

I am intrigued as to what mechanical protection you expected?

An outer cardboard box would have sufficed, or anything that would mean any direct contact wouldn't damage the item.

I understand that I could get a refund under DSR but he is offering a refund, only I would have to pay the postage. Does DSR insist on the seller paying the postage. I would argue that the product is damaged and therefore they should pay the postage.
Is there a definition of damaged in DSR?

Thanks all for your help.

Becles

I had this when I ordered a Playmobil set as a gift. The toy comes in a flimsy cardboard carton, which they had placed in a large brown envelope.

When it came, the Playmobil box was completely squashed, with pieces sticking through the cardboard. There was no way I could give a child that as a present!

I returned it and complained, but they said they didn't have to refund my return postage, just the original postage and product cost.