Received an additional mobile phone - what to do?

devilot

OK, here's the story - I ordered a phone from a well known mobile phone company online - like a good money saver I check Quidco for everything and found that they were running a special offer whereas if you ordered a certain phone you could get 10% off plus cashback. I placed the order on Saturday lunchtime, delivery was expected today.

Yesterday morning I started getting a bit jittery as not only had my order not updated at all since I placed it (from 'confirmed', to 'processing' etc) but also because in the order details it stated *phone model* black, but under free accessories it stated *phone model* pink - as its a gift for my son I needed to know which was arriving!

So I called CS who asked if I'd ordered two handsets - when I said no, they said (after checking it was too late to cancel) that two were on their way so they would send me a return envelope for the duplicate one.

I accepted this then went to the website again where I went as if to place an additional order - it appears the Quidco code was inputting the 10% discount as an additional phone - I actually think it was just the name of the promo but the pickers have taken it to be an additional handset. I called CS back as I was then worried they'd think I had an additional phone when it was actually just the way the system had worked out the difference....

Cut to today - phones arrived - two of them. Now I know that the right thing to do would be to return this phone and forget all about it but the temptation is too much - in theory, the additional phone is unsolicited therefore if I decide to return it I'm going to make sure I ask them to collect it (not return envelope) at their expense.

Can anyone tell me exactly where I stand with regards to this, and what they would do in my shoes (in all honesty).

Thank you!

MamaMoo_2

Basically, because you've ordered the goods, and they've accidentally duplicated the goods, the goods won't be classed as 'unsolicited'.
When I was having some dealings with Phones4U recently, they said that of phones aren't returned, as they have your card details from your order, they will use said details to collect the price of the phone.
Until I managed to make them realise they were the ones who had messed up, they were trying to charge me 'retail value' for an iPhone 4S (£499 in Apple stores nationwide) which they insisted would cost me £999.99!!! Very sneaky

somethingcorporate

+1 the goods are not unsolicited so you cannot keep them, merely just a mix-up in the quantity ordered.

Just let them know and they should collect at YOUR convenience

devilot

Thank you, I'd not looked at it like that, although its not a mix up in the quantity ordered, its actually listed on the order as a free accessory, if I'd not rang and queried my order I can guarantee they would have been none the wiser!!

When will they expect the phone back by, any idea if they will contact me if not back by a certain date, will they contact me before charging my card etc?

somethingcorporate

If they have sent you a prepaid envelope I don't think a couple of weeks is out of the question. It would be well worth the extra few pounds sending it insured and traced just to prove you have sent it - you don't want to be down a phone, billed for it from the company and no way of clawing back anything from RM!

I would expect the company to enter in to correspondence with you before taking the extra money from you, otherwise it would be an unauthorised transaction and you could simply dispute with the bank and have it reversed. Do not worry unnecessarily about this, it will not happen legitimately without your knowledge (and agreement) and if it does happen the bank will be on your side.

devilot

Thank you. I am just going to sit on it for a while then and see when I can find the time to return it, after all I am a very busy lady (genuinely, not being sarky!)

I will let them make the next move and see how it goes (and vow not to ring bloody CS again! ).

Thanks again.

unholyangel

devilot wrote: »

Thank you, I'd not looked at it like that, although its not a mix up in the quantity ordered, its actually listed on the order as a free accessory, if I'd not rang and queried my order I can guarantee they would have been none the wiser!!

When will they expect the phone back by, any idea if they will contact me if not back by a certain date, will they contact me before charging my card etc?

They have up to 6 years to chase you for payment......i really wouldnt take the chance and i would just send it back.

MamaMoo_2

The letter warning me about being charged was enclosed in the same envelope as the returns bag, so possibly make sure you haven't missed any paperwork, as mine gave me 7 days to return before they could attempt to debit my card.
Also, make sure that you get proof of postage (and proof of weight if possible, so you can prove you didn't just send the empty bag back.

Zandoni

If you use the return evelope and it goes missing you will end up being accused of keeping it, I would insist on them collecting and you getting some sort of receipt.