Online ordering returns policy for faulty goods?

gingin_2

Bit of a rant but I'm interested in other people's opinions....


I've been doing a fair bit of online shopping lately and have received 2 items the first that was misdiscribed and the second that was faulty.

Both companies (Boots and Hawkin) have agreed to pay return postage (fair enough) but it is up to me to get the item back to them.

The Boots item was a Rocking Horse for my daughter so as you can imagine it is large and cumbersome. The item was delivered by courier so why can't it be picked up by the courier? Instead I have to lug a large boxed Rocking Horse through town with a 2 year old in tow, ( will have to disguise the fact that this is a Rocking Horse so as not to upset her) pay for petrol, pay for parking to get it to a post office so I can get my money back. Boots should have checked the item was working properly before sending it to me, they didn't, so now I have to put in a fair bit of leg work to get my money back with nothing at the end of it for her or me.

Slightly less of an issue but a pain none the less, Hawkin completely misdiscribed an item to me, told me it was double the size it was and again I am going to have to repackage the item and send it back to them.

Should this be standard practice when a company is at fault. I would be interested in opinions please?

gyzmo

where an item is returned due to a breach, then you are entitled to a full refund of all costs involved (i.e, you should be no worse off financially than you would have been had the sale not taken place). This means that the company has to re-imburse your (reasonable) costs.

The best thing to do is to ask them for a returns slip - one that means they will pay the cost on you posting it. The advantage is that you don't have to do the donkey work (no pun intended) and they can be rest assured that the costs are reasonable, becasue they have already paid it. To do otherwise would be awkward and rather mean, but not illegal to ask taht you pay first and then be refunded.

Speak to a manager and explain the situation. I am sure that they will see some sense in th situation and arrange collection.

beautifulgorgeous_2

The boots return policy states that they will arrange the collection of bulky items from your house. You will have to stay in all day waiting for the guy to come and he will get to you as you have had to pop out for five minutes and leave you a little card......

gingin_2

beautifulgorgeous wrote:

The boots return policy states that they will arrange the collection of bulky items from your house. You will have to stay in all day waiting for the guy to come and he will get to you as you have had to pop out for five minutes and leave you a little card......

Thanks, they told me by email to return the item using a pre printed packing slip ... will get back on to them.

deanos

Boots picked up a Gazebo earlier in the year that i didnt want just phoned and they asked what day do i want it collected.