Ebuyer error, is it worth complaining ?

Jon_01

Hi everyone,

On Sunday I ordered some bits from Ebuyer. One was a boxs of DVD-RW’s. It said that they were RW’s on the site, it said they were RW’s on the order conformation and it said they were RW’s on the dispatch email…. So, what’s shows up ? A box of DVD-R ??
The description has now been changed on the site AND on my order log. I’ve just received a reply to an Enote query I submitted which says “Unfortunately an error was identified with the description. This has now been rectified. If the item is not as required please refer to our online returns process.”

OK, it’s less than 3 quids worth. But isn’t there a ‘as described’ thing in customer law I can get them on ? It’s not worth the time sending a box back and waiting for them to credit or send RW’s (even if they’ve got any).

superscaper

I think it's quite reasonable for them to refund you once you've returned them. I don't think the sales of goods act would demand any more than you are entitled to a refund. How exactly were you imagining getting them?

callmelinda

So the standard options are just to keep them or use their return guidelines and get your money/postage credited back once you've raised an RMA and sent using Recorded or Special Delivery. And if the latter appears to be pointless for whatever reason, is it worth trying to see if they would offer a discount on your next purchase from them? I mean, if it would cost them £3 or £4 to credit you back your postage costs in returning an inexpensive item to them anyway, it might be worth asking if they'll just give you a discount voucher or something?! They would be better off anyway as you'll have still bought the original DVDrs they sent.

superscaper

callmelinda wrote:

So the standard options are just to keep them or use their return guidelines and get your money/postage credited back. And if the latter appears to be pointless for whatever reason, is it worth trying to see if they would offer a discount on your next purchase from them? I mean, if it would cost them to credit you back your costs in returning an inexpensive item to them anyway, it might be worth asking?!

Would be the most practical way to go, appeal to the customer service and see what they are willing to do but I don't think they are under any legal obligation to do anything other than a refund.

callmelinda

I agree, legally they don't have to offer you anything but a refund probably. But sometimes if you point out they're not losing anything by doing it and you're in fact purchasing more goods from them, they might find this is the best thing to do all round.

Anyway, good luck with whatever you decide to do. It may only be a few pounds, but you deserve to get the correct goods.

jazzy

I had a similar problem recently. Just create a RMA and they will collect the item free of charge, if they approve the RMA. They will then send you the correct item free of charge!