Zulily Nightmare, Help Required

catspjs

I purchased some items from Zulily.co.uk and they arrived in a large box. Inside were badly packaged items, 3 of which were damaged or broken. Other items hadn't been properly described on the site, such as a picture frame having a plastic instead of glass cover and a decorative watering can (which I found out was only covered in some pretty paper and therefore not functional). All these I wanted to return.

I emailed and was given their returns procedure along with a message saying that all their items are well packaged and it is not their fault that anything is damaged. It must be the delivery company's fault. Looking at their terms and conditions, they absolve themselves of all damages using this excuse and therefore if I want to return anything it is at my own expense.

The next day I received the entire order again (signed for and delivered before I found out what it was), with the same 3 things damaged/broken and obviously a duplicate of everything else. I was given no warning that they were going to do this. I emailed to complain and have had no reply.

I now have 2 large parcels to return at my own expense, which they say should be traceable in case it gets damaged or lost. I need to return within 7 working days so I have until the end of the week or beginning of next, I forget. Looking at a decent postal service to do this, I'm looking at ~£15 for each box. That is nearly what I spent in the first place and I don't have the money to hand.

I'm so upset I could cry. Could anyone please suggest anything?

arcon5

What is the weight/nature of the items?

Have you formally cancelled the order and requested a refund? In this email also state the items are available for collection at their expense.

catspjs

They are lightweight but bulky decorative items. I emailed to say that I would like to return the items as some were damaged or sold misleadingly (by not describing them properly) and their reply was basically an automated response with no acknowledgement that they would collect or pay for any return. There was a little addition to say that all goods are checked before they are sent and any damages are nothing to do with them but occur in transit. Honestly, their packaging was a joke.

I'm worried because their terms and conditions state that nothing is ever damaged and if returned in an unsaleable condition, they will not refund.

It sounds as if they will blame me for broken/damaged goods and will not refund me anyway. How can they get away with this? I'm not sure if I want to ever order over the internet again if they can cover themselves with terms and conditions such as these.

MothballsWallet

Their Terms & Conditions (Ts & Cs) cannot override consumer rights law. There seem to be a few companies who think otherwise, but they keep getting found out - I wonder why that is?

I'm sure someone more knowledgeable than I can offer more advice, but I just wanted to say that.

arcon5

You need to start being quite explicit about what you expect from them. If needed, be firm (but polite).

Then hope you can pressure them in to pulling their finger out of the dark place.

How bulky? You should be able to send 2 light weight boxes for less than a tenner with maybe MyHermes, otherwise try Parcel2Go - thats if you cannot get them to collect them that is.

catspjs

I'll try the 2 sites you mention but I live in N Ireland so that may make things more difficult time and price wise. The boxes are 58x39.5x48cm so they're not small and one weighs 10lb and the other 7lb. I don't know how expensive it works out but if it's more than £15 it wouldn't be worth my while.
Thanks for your advice though, I'll have a look into it.

arcon5

Your best bet may be RoyalMail if you're in NI.

Push for collection instead then. Or if there is anything salvageable in the box, seek a significant partial-refund.

Although if they do refund I wouldn't be surprised if they neglected collecting them anyway due to the cost.

catspjs

They only refund after receipt unfortunately. I think I may return the worst of it in 1 box if I can and grit teeth and bare the rest.

I find it appalling that people take advantage of others in such a way. I get more cynical every day.

arcon5

I'd be inclined to break the goods down and squeeze them in to the smallest box possible, then send them back and initiate a chargeback without caring about their condition.

The card issuer are unlikely to do a chargeback if you still have the goods... so you could be in a bit of a pickle if they don't play ball.

visidigi

catspjs wrote: »

I'll try the 2 sites you mention but I live in N Ireland so that may make things more difficult time and price wise. The boxes are 58x39.5x48cm so they're not small and one weighs 10lb and the other 7lb. I don't know how expensive it works out but if it's more than £15 it wouldn't be worth my while.
Thanks for your advice though, I'll have a look into it.

How can the same order weigh 3lbs less the second time? Or are we saying they put even less protective material in the second box?

catspjs

"I'd be inclined to break the goods down and squeeze them in to the smallest box possible, then send them back and initiate a chargeback without caring about their condition."

I didn't know you can do that, but sounds interesting. Many thanks for your advice.