** Delivery returns charges **

TheLoft_2

Hi,
New to the forum but would love some advice from a prickly supplier. I ordered a Satin White radiator cabinet over the Internet, I did not receive a confirmation page or confirmation email of the purchase from the site but I did receive a payment transaction notification from WorldPay.
I received the cabinet on January 22nd; due to work commitments I did not open the packing until Friday 25th January. The radiator cabinet was not the one I ordered but a plain radiator cabinet. I sent an email on the same day, explaining that what was delivered was incorrect and could they please exchange and take the original one back.

I received a response on the 26th January stating “As confirmed by your order confirmation and the amount paid, you ordered a plain MDF radiator cover, this is the item you have received. We will not be collecting the goods. A copy of your confirmation is attached.” I responded that day explaining that I had not ordered a plain radiator cabinet and would like it exchanged without me having to incur any postage costs. It was also the first time that I had seen the original sales confirmation.
On Monday 28th January I received a response re-stating their position, I sent a further email on 28th January explaining that if there was an additional cost to buy a Satin White cabinet then I would pay and when they dropped it off they could collect the original plain one.
The response received on January 29th astounded me “There is no confusion, you ordered and paid for a Plain MDF radiator cover, this is the item you have received. If you no longer require this item it is your responsibility to return it to us in a re-saleable condition, at your expense. We will not be collecting this item from you.”

What rights do I have and is the company being unreasonable?

lil.smartie

No, if they have delivered what you ordered (which may not be what you believe you ordered as they have proof in the form of the confirmation & value) you may be liable for return fees. We have had customers choose the wrong option from drop down menus in the past, sometimes it's easy to see and confirm a mistake but I can see in this instance they may have genuinely believe this is what you intended to choose.
They will have needed to provide you a copy of their returns policy in 'durable form' which could be a link in that confirmation email you state you did not get. This could be because it was caught by a spam filter or a mistake when you typed your email address (we have had hoymail instead of hotmail before!) easy to do and yes a genuine mistake but if they sent the information to the address you gave they have done their bit! Check the email now you have it & confirm if that info is there or not to know for sure

Good luck, you may need it!

Kate

j0nathon2

I don't believe a link to their T&C is considered durable as the thing linked to could change. However it could still be written in this email you don't have.

pmduk

Have you checked your spam filter for the missing email?

terra_ferma

It's not unusual for emails to bounce back, particularly if they have recently made changes to their email server, or have been blacklisted by your email provider.

It should be easy to see if the amount you paid is the price for the satin radiator, or the plain radiator, unless they have made changes to their website (but you should still be able to see a cache of that page using google).
It could well be your mistake.