Plumbworld charging me for their mistakes?

moosticks

I have had an ongoing back and forth with Plumbworld for over two weeks now. To cut a very long story short; I ordered an item and paid for next day delivery. The item didn't turn up, after contacting Plumbworld and receiving nothing but standardized responses copied/pasted by a very unhelpful robot, the delivery finally turned up two days later. It then transpires that the delivery I received was not what I ordered. I notified Plumbworld immediately and received a response fairly quickly, yet it still took over a week for the collection of the incorrect item. In this week the level of incompetence and lack of interest in customer satisfaction displayed by the company lead me to cancel my order entirely. Now, two weeks later and after having to email them to request my refund be actioned, they have refunded me MINUS the courier fee!

I honestly can't believe they had the audacity. Surely I have some kind of right here when the item sent was at their own error?

Unfortunately all I can think to do is (have a rant here and) get back on the email to them. Quite frankly chiselling off my own arms with rusty razors is more appealing than having to deal with their mindless and unhelpful "customer service" team, but what more can one do?

Arrrrrrrrgh.

If_it_can_go_wrong

I only once bought something from Plumbworld and never again.

The main thing that struck me was the threatening emails they send out as standard to every purchaser from the site. I appreciate the need for terms and conditions, but these emails went over the top in both their tone and content. I have bought from dozens of sites and have never seen anything like it. The idea of the emails seemed to be to impose so many conditions and make so many threats about what will happen if you don't meet them, that you are put off returning things.

This was 3 years ago but it is something that put me off ever using them.

OP, of course you have the right to have the courier fee refunded if it was their error. Back on to them again I'm afraid. Good luck.

hermione987uk

How did you order the goods? if it was over the phone or internet then you should be covered by DSR's (Distance Selling Regulation's) and Plumbworld and responsible for courier costs not you if the supplied the incorrect product.

The seller must then pay back any cash within 30 days, including cost of delivery to you – although be sure to specifically ask for this to be included as some stores don't add it automatically. If it didn't tell you about your cancellation rights, you may have longer to cancel the order.
(for more info check this out http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange#goods)

moosticks

Ooh, thanks for the info!

I ordered online and actually paid via Paypal. It struck me after my rant last night that Paypal have buyer protection, so I've emailed Plumbworld (again, again, again) and opened a case disputing the amount in case they attempt to draw this out again (again, again).

I didn't get any ridiculous terms/conditions emails, but after Plumbworld inconvenienced me numerous times the woman dealing with my order sent me emails with not an ounce of diplomacy about them, basically ordering me to do things to right their wrong.

I agree. Never again!