Return charge for item not as described

unholyangel

fed_up_and_stressed wrote: »

Suggest you send the following
Dear Sirs,

Following the return of [name goods] which were not as described on your website. (I.e described as suitable for 4 bedroom property contrary to Manfacturer instructions) I am pleased to have received a refund from yourselves (or that you will be refunding the cost - which ever is applicable). However, I am dismayed that you have stated you will not be refunding postage costs.

Your attention is drawn to the Consumer Protection (Distance Selling) Regulations 2000, specifically to regulation 14 which states that you may not make any charge in relation to the supply of goods under a contract whereby the cancellation of the contract is due to the breach of implied terms of the contract (specifically implied terms in relation to section 14 of the Sale of Goods Act).

I therefore request that you reimburse postage fees in accordance with these regulations, and I look forward to receiving payment within the next 14 days.

Yours,

Hopefully that should do the trick. If it doesn't, send another letter giving 7 days for payment and state that you will commence legal action if not received. After that, you can send a final letter before action

While a good letter, personally I'd cut out the needless parts.

Dear Sir/Madam,

On x date I purchased a xxxx for £xxx which was listed as being suitable for 3-4 bedroom home. Upon receiving the item, it is only suitable for a small 3 bedroom home.

The item does not conform to contract and I am rejecting it outright for a full refund under the Sale of Goods Act.

The item will be available for you to collect at your expense on xyz dates/times. Please advise me in advance which date is most suitable for you.

blah blah

---

Generally they advise not to use emotional phrases (ie being dismayed, disappointed, angry, upset...whatever) and to keep it simple and to the point.

More chance of them actually reading it and understanding exactly what it is that you want.

gillianc

Thank you everyone for your input. I have emailed them the screen dump and a photograph of the box, but no response as yet.

Gillian

gillianc

Don't you just love it when people read and reply to your query appropriately. Sadly that never seems to happen to me. They have replied with the bog standard reply. That's twice now. What happened to good customer service? Would call but I would have to pay for the privilege of speaking to someone. There is no alternative number for BHS Direct.

Dear Gillian,
We are sorry to hear that you are having difficulties with your product. Please refer to the following page on our website for details on how to return the product to us.
{link removed because as a newbie I can't post links}
Kind Regards
Customer Service Team

________________________________________________________________________

That's now two very bad experiences with BHS.

First order I placed they cancelled an item because it became out of stock after I placed my order, but didn't notify me they cancelled it. Email said it would follow. I only found out it was cancelled because I called to find out what was happening. On the same order they overcharged me £5 for an item. Price on their website as £5 more than on the item packaging.

Lesson learnt.

Gillian

railbuff

BHS Direct is part of the Arcadia Group so you try one of these contact

arcadiagroup.co.uk/press-relations/press-contacts-1
ian.grabiner@ is listed CEO

gillianc

Thank you railbuff.

bod1467

bhs direct
0871 971 0786
020 7788 9800
THIS IS THE NUMBER FOR BHS ONLINE CUSTOMER SERVICES BUT THEY WILL TRANSFER YOU TO BHS DIRECT

Taken from SayNo....