Sent the wrong item for online order

smulx

I ordered a few things on the Clintons website and one of them was wrong. It was a keyring with someones name on, but they sent one with the wrong name. The invoice showed the correct item but didn't match what they actually sent. Their website provides an address to send returns but I contacted them via an online form first. I said it didn't seem fair that I'd have to return the item at my own expense because of a mistake that was made at their end. I didn't receive a reply so I sent another one, received the same automated reply saying I'd hear something within 48 hours, and never heard anything again. The website doesn't have a phone number so I can't try to phone them.

I phoned one of their stores and they said there's nothing they can do.

The 28 days I had to return it has now passed and they've ignored both communications. It only cost £6 but I'm just annoyed at the principal of it. I can't do anything with it other than put it in the bin.

Any suggestions or is it best to just forget about it?

Thanks.

sjbrun

Most places will refund return costs in instances like this if you show them a postage receipt. If you send it back at your own cost first then they should refund you the whole lot including return costs or send out the correct key ring and refund your return costs. They are more likely to do the latter now the time has passed.

Google says their number is: 020 8597 7342

Why didnt you just send it back? - A keyring would have cost 0.44p to send back providing its not too big, and 0.44p is a lot less than the £6 cost of a keyring thats useless to you. They would have probably refunded it, however they should have replied to your e-mails...

Liam002

Well you had 28 days, and you only sent 2 emails to try to figure it out. I doubt they will reimburse you unless they have great customer service.

esuhl

They have supplied an item that was not "as advertised", so under the Sale of Goods Act you have a reasonable time in which to inform Clintons of the error. As you contacted them within 28 days, I'm confident that you would be entitled to a full refund.

As it was their error, they will also have to pay for the return postage, however I don't think you can demand that they pay it in advance - you may be expected to pay to return the item out of your pocket and claim a subsequent refund.

I would send them a letter by recorded delivery asking for a full refund, and if they want the keyring returned, to either arrange for it to be collected or agree to pay your postage costs.