Proof of delivery for non delivered item

splitinfinity

Hi all,
I order a graphics card and a motherboard for a computer i was building with an (reputable) online retailer last october. They delivered the items, but the graphics card was dead on arrival.

I returned the faulty item (in november), and asked for a refund, which I got. The motherboard has recently started playing up (this july) and I returned it under warranty for another refund.

The company now claims they wont give me a refund and I still owe them money, as they gave me a refund on my graphics card, and then sent me a replacement (therefore I owe them £280) at the same time, back in november.

I have promptly emailed them telling them that I asked for a refund and got just that, no replacement was sent. The sent me a copy of signed proof of delivery, which looks like a false signature as no one by that name lives at my address.

Now they are asking for photocopies of passports/driving licenses of all my family. I dont mind sending that to them, but
* I fail to see why they have sent a replacement and a refund
* Who the item was delivered to, as I dont have it
* Who faked the signature

I dont really want to pay £280 for a product I dont have from the company. What line of defence do I have?

Any advice would be greatly appreciated.

splitinfinity

Bump - any advice from anyone whose experienced a similar situation?

visidigi

You should not need to provide passport copies etc (I would be cautious of doing this).

They have claim to have a signature for the item, an item they dispatched without your agreement on the basis they agreed to refund the graphics card and they subsequently dispatched a replacement - its up to them to find that replacement, if you haven't had it then they can't make you pay for it.

unholyangel

Better yet, tell them to provide proof that it was delivered to your house and also proof that a) you had requested a replacement and b) were aware that they were sending a replacement. I mean surely they would have emailed you at the time to say "the replacement you requested has been sent to you" or something along those lines.......no? Oh dear what an oversight on their part.

Is this a UK company you are dealing with or one from oversees? How did you pay for the items? Paypal/3rd party service or did you make the payment directly to the company involved by credit/debit card?