Advice needed urgently re online purchase

Keithabi

I bought a toddler bed with mattress from ebay seller Online4baby and it arrived yesterday. Hubby unpacked everything ( including mattress) and started assembling it. When it came to putting the safety rails on he discovered that one of the 3 screws on both sides wouldn't tighten, and upon looking at the bed closely we realised that it was different from the one shown on the listing. The safety rails are shorter, and don't actually offer any protection from falling out and in fact pose a threat as they are in just the right place to bump him in the face if my son rolls over. We decided there was no way he could sleep in it safely, so I emailed them with the details of my complaint. They responded with a customer service number to call. When we spoke to their customer service we were told that they will not accept the mattress back as we removed the packaging (this is stated in the listing) they also said that the manufacturer (Saplings) were perfectly within their rights to change the product slightly. They offered to replace the parts that were faulty, but refused to accept the bed back. After some discussion they then agreed to take the bed back(without the mattress) but refused to pay return costs, and wanted £20 payment over the phone to cover postage. We said we could return it cheaper and left it at that.
Are they able to do this? The mattress and bed were bought as one purchase, without the bed the mattress is useless. Once they deduct the cost of the mattress and the return post costs we are going to get very little back, none of which seems fair as it is faulty, not as described or fit for purpose.
I am not able post a link to the listing but can pm if anyone wants to take a look, the ebay item number is 310378247067
The bed we got is much poorer quality than the one shown, and I have taken photos. I would appreciate and advice!

meer53

Toddler bed rails are usually short, they usually only go about a quarter of the way down the bed. It's because the beds are made for children who can get in and out of bed on their own. We had a Saplings bed and never had an issue with the rails. Of course you can add your own safety rails. You should be able to get another bed to fit your mattress, they're a fairly standard size.

Keithabi

That's as maybe, but the issue is the bed is not the same as the one pictured, and has faulty fixings. Are they not obliged to refund and pay the return costs?

pulliptears

It's a business seller so they can't get out of DSR's...

http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=310378247067

You can return for a full refund, including your original shipping however, you can't claim your return costs. Assuming you paid via paypal you need to file an "item not as described" dispute under the basis that the bed you received differs from the one in the auction. Paypal will then prompt you to return everything for a refund (including mattress)
You MUST return it tracked so you will have to find a courier.

Keithabi

Thanks for that, I am worried though that they won't refund as they said under no circumstances will they refund the mattress. When we spoke on the phone they reeled off a list of things that would prevent a refund, including if the item had been assembled. I am worried that I will go to the expense of sending it all back only for them to say they won't refund as the bed has been assembled, and the mattress has been opened. I honestly thought it was safer to buy from a business seller on Ebay, and I expected them to take it back without quibble as it is not the one pictured. It's close, but it's not the same.
I could get them to send out the replacement parts and try and sell it on so I can buy a different one with better side guards. It is a brand new bed so I should be able to got back almost what I paid for it, and will probably save myself a lot of anger and frustration. Will be leaving negative feedback though!

peachyprice

It looks like they have used an old photo on ebay, pictures on all other websites show Saplings beds have the useless side rails, they're never going to stop a child falling out of bed.

pulliptears

Keithabi wrote: »

Thanks for that, I am worried though that they won't refund as they said under no circumstances will they refund the mattress. When we spoke on the phone they reeled off a list of things that would prevent a refund, including if the item had been assembled. I am worried that I will go to the expense of sending it all back only for them to say they won't refund as the bed has been assembled, and the mattress has been opened. I honestly thought it was safer to buy from a business seller on Ebay, and I expected them to take it back without quibble as it is not the one pictured. It's close, but it's not the same.
I could get them to send out the replacement parts and try and sell it on so I can buy a different one with better side guards. It is a brand new bed so I should be able to got back almost what I paid for it, and will probably save myself a lot of anger and frustration. Will be leaving negative feedback though!

If you go through paypal they have no choice but to refund. When you enter your tracking number into the dispute and it it shows the bed and mattress delivered back to the seller Paypal will automatically refund you.

Keithabi

Thanks for that, I now have the confidence to open a Paypal dispute

Keithabi

I've just opened a dispute on the grounds that item is not as described, requested a refund of the total amount, and escalated the claim. Keeping my fingers crossed that they will see it my way!

pulliptears

Keithabi wrote: »

I've just opened a dispute on the grounds that item is not as described, requested a refund of the total amount, and escalated the claim. Keeping my fingers crossed that they will see it my way!

You might do well to ask on the eBay forums further down the board now if anyone can recommend you a good courier to send everything back with now.
Paypal will see it your way without doubt, its as simple as the item you received was not the one in the image.
Good luck
x

Keithabi

Thanks, there is no way fro me to submit proof of post or photos yet, I guess that option will become available over next few days?