Damaged Goods - Seller Not Helpful for Return

dollydiva

I bought a gift from IWOOT online. It arrived damaged. You can only contact them via online messages, and after a long wait, they sent a freepost addess, but Royal Mail say the item is too heavy to be sent this way.

Contacted them again via Live Chat after they again ignored online messages. Was told to pay for return myself and they would reimburse, but was not keen to do this, as I dont even know how much this will cost or how to return it! Was then told by a Manager that he would email me a Collect It label, but this never arrived and is not in Spam/Trash, not even at the mail server.

So now back to sending messages via the online method which they ignore. The item is now not in stock, so they said they cant send a replacement (which I wanted) and appear to be thwarting me in returning for the refund. Paid via debit card.

I am really stuck about what I can do here. Can anyone please advise?:(

dd

unholyangel

You can post it from post office? And get proof of posting (or send it recorded if the company prefer this option and from the T&Cs......they do) so the company can reimburse you.

It tells you on their website how to return an item here.

dollydiva

Nooooo...even the consumer rights section say not to pay upfront without the seller sending money first - besides which, they have not said i can do that. i wish they had cos I'd send it DHL same day delivery and send them the bill...and yes...i do know every word on the website page. been there, done that...as i'd said.

Forwandert

This isn't really an issue. The company have said they will reimburse the costs there is no reason to doubt this. If they don't reimburse you come back and someone will explain how to get your money back.

It's basically a 'what if' situation and there's no reason to spend time asking advice on a what if situation.

unholyangel

dollydiva wrote: »

Nooooo...even the consumer rights section say not to pay upfront without the seller sending money first - besides which, they have not said i can do that. i wish they had cos I'd send it DHL same day delivery and send them the bill...and yes...i do know every word on the website page. been there, done that...as i'd said.

Sorry I must have missed where you said in the OP that you'd read over the T&C's of their website. In fact, upon reading it another twice....I still cant find it. Maybe just one of those mornings.


As for the consumer rights article, I think perhaps you're misunderstanding consumer rights. Your rights are that when an item is inherently faulty, the retailer is liable for your out of pocket expenses - including postage (however you do have a statutory duty to mitigate your losses). This doesnt necessarily mean they have to pay for it in advance. Requesting that you pay for it first and they will reimburse you when issuing your refund would be seen as reasonable (unless the fee's were extortionate possibly).

You could contact your bank and ask about chargeback under visa/mastercards own policy but tbh, they tend to be rejected in cases such as these where there is a dispute over contractual obligations. Suppose you never know unless you ask though.

Meadows

How do I return an item?

In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.
We will then reply with a unique returns authorisation number and the address you need to send the item to.
You'll need to package the item securely and include a completed copy of the attached form:

If your item is faulty you will need to tell us what exactly the fault is.
When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund.
We can only refund postage costs if we have sent you the wrong item or if the item is faulty. We cannot be held responsible for non-delivery of returned goods.
We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.

These terms and conditions ("the Terms") govern the users ("you" or "your") use of the website www.iwantoneofthose.com ("the Website") and your relationship with The Hut.com Limited whose registered office is at IWOOT:

Head Office
Meridian House,
Gadbrook Park,
Gadbrook Way,
Rudheath,
Northwich,
Cheshire,
UK,
CW9 7RA

and or The Hut.com (Trading) limited whose registered office is at:

17 The Esplanade,
First Floor,
St Helier,
Jersey,
JE2 3QA

care@iwantoneofthose

I Want One of Those
Customer services;
0870 241 1066
0844 573 7070
020 8655 7598
Fax: 0208 6557593;
also for 0870 2411064

http://www.saynoto0870.com/

dalesrider

unholyangel wrote: »

You could contact your bank and ask about chargeback under visa/mastercards own policy but tbh, they tend to be rejected in cases such as these where there is a dispute over contractual obligations. Suppose you never know unless you ask though.

Yes a chargeback is a option.

BUT the OP will have to return the goods to the retailer by a secure method that gives proof of delivery. At own expense, and not claimable back from card provider.
If its Visa, they will have to allow the retailer 15 days from return, before a C/B can be actioned.
Cant comment on other cards, as do not know their timescales.

dollydiva

"We will then reply with a unique returns authorisation number and the address you need to send the item to."

And I dont have an address? I only have a Freepost address, which, as ive said, is no good.

wealdroam

dollydiva wrote: »

And I dont have an address? I only have a Freepost address, which, as ive said, is no good.

Dollydiva, why don't you pick up the phone and ring one of the numbers listed earlier by Meadows?

Just a guess, but they might be able to help you.