Asda direct - wrong item received

glensmen

I bought something online from Asda direct recently, and collected in store. I immediately knew that what I received was incorrect, and was directed to the customer services desk who agreed and informed me that the only way of sorting this was to phone a free phone number. I did this, and was told to return the item to store for a full refund, and that a replacement would not be possible.

Do I have any rights to insist on replacement rather than refund? Logically it seems to me that I should, but I'd like to know for sure.

unholyangel

You can request, but they can reject your request if one is disproportionately costly. Technically you're entitled to a full refund as if you reject goods as unfit for purpose/not as described etc within a "reasonable time" you're entitled to your money back.

After a reasonable time you can request a repair, replacement or refund but as above, retailer can reject.

Asda customer services are usually quite good though. Email head office explaining the situation and while they may not replace, they may offer a token goodwill gesture.

I'm assuming you've bought something, something of less value has been supplied and you want the original item?

sjbrun

If the correct item is not in stock then you cant have what they dont have. A refund will put you in the position where you started from and you can either order it again when it is possiable to get it or buy it elsewhere.

glensmen

Thanks - yes, what I received was effectively one part of what should have been a combo set, and th deal was good so I doubt I'll be able to get the same thing elsewhere for the same price. It seems strange that I have no right to get what I bought, but I appreciate the advice.

unholyangel

glensmen wrote: »

Thanks - yes, what I received was effectively one part of what should have been a combo set, and th deal was good so I doubt I'll be able to get the same thing elsewhere for the same price. It seems strange that I have no right to get what I bought, but I appreciate the advice.

It depends. It basically all relies on when the contract is considered completed. Whether DSR's apply (as you picked up in store, they wont so conclusion of contract would likely be when you picked up the goods).

Have you checked their website to see if they have rectified the error or not?

glensmen

Yeah, their website still has the item listed, but it's now "out of stock". I've been looking at a few things on there, and they seem to go in and out of stock quite regularly, so it may come in stock again.