Problems with returning faulty Christmas tree (fake)

Dollypeg1

Hi

I hope this is the right thread and someone can give me some advice.
I ordered a Pre-lit Christmas tree from Playtrade on Play.com last Wednesday. The tree turned up on Monday just gone and when I put it together noticed one of the branches was virtually hanging off and very loose. Decided to send back as the tree was not cheap (£95) so went through their 'contact the seller' process which the seller has 3 working days to respond and got the following response (shorterned version below):

***Customer order update***
Sent from werchristmas, please do not reply to this email.

Dear Customer

Due to an overwhelming demand for our products this year we are unable to reply to your inquiry individually. Please read below for more information

2) Item faulty and product returns.

Please return the item to the address below we recommend you use a recorded service this will aid you in making a claim if the goods don’t reach us. Please include a copy of your order details and the reason for return

Mail Order Online LTD
Bay 5 Crossens Way
Marine Drive
Southport
Merseyside
PR9 9LY

Please include a copy of your order information; we aim to process refunds within 48 hours of receipt.

My query is as it is faulty why should I have to pay for it to be returned what are my rights RE this? Also to send back such a heavy tree would be ridiculously expensive. Can someone please give me some advice, i've tried to look for a contact number for this company but have been unsucessful so far

Thanks for your help in advance.

unholyangel

This is sort of a grey area.

Technically any remedy should be at no expense and no significant inconvenience to the customer. If they refund your costs then obviously its technically (yes theres that word again) not at your expense.

I think most people wouldnt see returning items as a significant inconvenience.....an inconvenience maybe but not significant.

Was the item delivered by royal mail or a courier? If it was courier, you could perhaps ask the seller if they can arrange for the courier to pick it up. But before sending it back i would ensure that they are going to cover all costs.

I know play.com have a "guarantee" for these transactions, what does it say in relation to refunds/replacements?

Dollypeg1

Hi unholyangel,

Thanks for your response. The item was originally sent via courier i think - Citylink?

I'm happy to return the item but as it is so heavy it is going to be very expensive to send back, especially as they want me to send via a recorded service and will leave me out of pocket. I called Play.com who can guarentee the refund but they said to return the item I need to contact the seller as they don't get involved with this side of things as it is a Playtrade sale rather than direct with them.

I will try and contact Play.com again today to try and sort the return out as you suggest ask for them to send the courier at their cost.

scheming_gypsy

You don't need to contact Play.com as they've already told you that it's nothing to do with them. you bought it off Mail Order Online Ltd via Playtrade, Play.com have advised you to contact the seller (Mail Order Online Ltd), so it's them that you need to arrange the collection with.
Tel - 01704 880754
email - sales@mo-online.co.uk

Dollypeg1

Thanks for your help Scheming Gypsy. I was after the phone number but could find it when Googling! Will try contacting them today.

Appreciate both your time and advice

unholyangel

Let us know how you get on and good luck