Incorrect item delivered

dori2o

I ordered this from Tens Med

http://www.tensmachines.co.uk/iWrap--Electrotherapy-Relief-For-Knee-Pain-Athritis_p_158.html

I received this

http://www.tensmachines.co.uk/iBelt-For-Tens-EMS--Electrotherapy-Relief-For-Lower-Back-Pain_p_157.html

I have to speak with Tens MED tomorrow but obviously I will have to return the item.

I do feel however that having already waited 6 days for delivery I am going to have to wait for them to receive the item I have to send back before they will send out the item I actually bought.

I also feel it is unfair for me to have to pay for the postage to return an item they have sent in error.

Any advice on the options I have?

tomwakefield

Insist they cover the cost of returning the item they sent in error - either by arranging a courier themselves or by refunding the costs you incur by sending it back. You should not be out of pocket due to their error.

As far as delivery goes, unless you paid for an extra quick delivery time or a delivery deadline was part of the contract then you'll be lucky to get anything for the extra wait. You could always say you're unhappy about it and they may, out of goodwill, offer something, but they're not obliged to.

dori2o

Any further help would be appreciated.

I have now emailed Tens Med 4 times since Monday evening and I have had no response.

Looking elsewhere on the net is seems they had a reputation a while ago for not sending anything out, this time they have sent the wrong thing.

There is no telephone number on their website, and despit being in touch with the manufacturer of the iwrap, they cannot help with regards to contacting Tens Med.

I'm now in a position where I don't know what to do.

Can I instigate any sort of charge-back on my credit card. (it only cost £40).

I paid via Paypal so would it be the same proceedure as if I had bought the item through Ebay?

What about the extra cost I will now incurr with regards to returning the item?

Can I keep the item? (it is worth more than the £40 I paid for the iwrap).

wealdroam

Look into a Paypal dispute.

dori2o

wealdroam wrote: »

Look into a Paypal dispute.

OK Thanks.

As an aside, I have been offered the chance to sell the item to someone I know.

However, as the item is not what I ordered, and is worth more than I paid for it, would there be any problems doing this?

tomwakefield

dori2o wrote: »

OK Thanks.

As an aside, I have been offered the chance to sell the item to someone I know.

However, as the item is not what I ordered, and is worth more than I paid for it, would there be any problems doing this?

I'd avoid selling the item on as it'll complicate things if they do agree to swap for the correct item. Otherwise they may try and charge you for the goods you've kept.

somethingcorporate

Yes, there is a big problem with you selling it on - it would be an incredibly foolish thing to do unless you want to end up paying the company for it as well.

It isn't yours since you haven't paid for that model and it has been sent in error - you need to arrange with the company to send it back and have the correct model sent out.

dori2o

somethingcorporate wrote: »

Yes, there is a big problem with you selling it on - it would be an incredibly foolish thing to do unless you want to end up paying the company for it as well.

It isn't yours since you haven't paid for that model and it has been sent in error - you need to arrange with the company to send it back and have the correct model sent out.

I have tried.

I have started the refund process through PayPal.

I have emailed the company in question 4 times now. There is no phone number on their website and directory enquiries have no listing.

I certainly won't be using them again.

ThumbRemote

If you get nowhere with Paypal, I'd write, recorded delivery as the procedure states. Remember to keep the receipt as you can bill them for this.

Good advice on what you can do is here:
http://www.adviceguide.org.uk/england/your_world/consumer_affairs/keeping_lost_found_and_uncollected_goods.htm

Judith_W

Yep, if I were you I would send a recorded delivery letter stating you received the wrong item and would expect them to rectify within x days.

somethingcorporate

Paypal should help you. In any case the item will still not be yours to sell.