Failing to respond to collect damaged goods

Julie_J1

I purchased an exercise bike nearly 3 weeks ago and it arrived damaged. Called MailShop who said it would have to be returned to be examined before a replacement could be sent.

Collection arranged for Monday 1st October but no-one turned up. On Wedneday phoned again and they said someone from collection would be in touch. Meanwhile I re-ordered bike as I needed it and it arrived next day and undamaged.

Unfortunately I phoned time and time again with the people saying yes someone from collections will be in touch - but no-one does. Apparently it's been recorded that the collection on Monday failed - but why I have no idea as I was in all day.

Yesterday I told them it had to be collected today or tomorrow as I was going away. So far no-one has been in touch.

What can I do if they just won't respond?

shaun_from_Africa

There are a couple of things that need to be asked.

When you re-ordered the bike, did you pay for it as a totally separate transaction to the first order?, and what was the value of, and how did you pay for the first bike?

unholyangel

How much was it and how did you pay?

Have you tried putting your complaint in writing (even by email)? Its far too easy for companies to fail to keep a promise when its made verbally. Having things in writing is preferred as - should it need to go to small claims - you have "proof" that a judge can see rather than relying on memories.

I've found that getting a paper trail often yields better results

And although not a delivery, the same principle applies. Check MSE's Delivery Rights ( <= clicky clicky!) article.

Although it is worth noting you do have a duty to mitigate your losses (if you can arrange collection on a day you dont work or ask a friend/neighbour to help).

Julie_J1

I have just checked with barclaycard that both transactions appear on my bill for £62.99 each.

First on 25th September and 2nd on 3rd October

shaun_from_Africa

I would give them one more chance to respond, and if they fail to do so, contact Barclaycard and inform them of what has happened and make sure that they are aware of the fact that you received damaged goods and that you have attempted to return them.

Ask them to instigate a chargeback for the money.
Hopefully this won't take too long, and I'm sure that once the process has been started, the retailer will soon contact you.

dalesrider

Sorry, but as you ordered a 2nd one. Which I'm sure the company is aware of. Why did you not arange send the other one back at the same time ??

Julie_J1

That's what I thought would happen but the delivery driver refused to take it as it went back to a different place - I was out when it was delivered.

I've spoken barclaycard and because of the lack of response from MailShop to collect damaged bike they're sending me paperwork for a dispute - also advised me to email them outling all the problems I've had instead of phoning so I have paperwork to go with dispute forms. This I have done and also asked for an automatic receipt but it hasn't come back yet.