Help - Pay to return an item delivered in error?

linniechap

I really hope you clever people can give me some advice.

I placed an order online with a company for a 10-12 foot caravan cover. The size option was on their website and they order conformation email and shipment confirmation email both stated that I would be sent a 10-12 foot caravan cover. It cost £75 which i paid via paypal.

We waited for delivery (with an increasingly 10 foot leaky caravan) and later than hoped arrived a box containing a 12-14 foot caravan cover.

I emailed the company late that night and had a response (not containing an apology) that requested what make and model my caravan was. I duly told them although felt this rather irrelevant as knew what size i wanted. I then heard nothing for another day so emailed again requesting to know when then would collect and replace they undesired large cover. Again no response in 24hrs.

So I phoned them. I was told that they no longer sold the 10-12 foot cover as customers often found it too small. I was assured that the covers came up small and should i try the one i had i would discover it fitted fine. I tried it. It was 4 foot too big, and even with clever use of straps there was no way it was suitable.

I telephoned again and was told I could return it but would have to take it to the post office and pay for postage. Now this is a big heavy box we're talking about. I stated that this was unacceptable and that they should arrange their own collection. They said they'd talk to a manager and call me back.

Later that night I receive an email stating that I will need to arrange a courier to reurn the item or go to the post office and can be reimbursed up to £20 for any costs.

Does this seem fair? In the back of my mind I'm thinking that they knowingly took my money for the sale of something they didn't have and now i'm expected to sort out and pay for the return?

What do you think?

Cycrow

if they are going to reimburse you for getting it back to them, what is the problem ?

somethingcorporate

The problem is the error was the companies and not the customers so why should they be put out to carry a heavy box down to the PO and be put out having to arrange a courier for an item delivered in error?

OP, I suggest you tell them you are making it available for collection and give them some times they can collect. How did you pay?

Name and shame too, very poor customer service here.

linniechap

Cycrow - how can I trust they they will reimburse me anyway? We're also off on holiday tomorrow so lugging 3 kids and a heavy box to the PO is not a pleasant prospect.

Somethingcorporate - I paid using Paypal (bank xfer).

Hintza

Sometimes it is just easier to post it back especially since you are going away. Just get the offer of reimbursement in writing first.

So you either have the option of not posting it back and still having the problem when you return.

earthstorm

linniechap wrote: »

We're also off on holiday tomorrow

so you are going on holiday tomorrow, so if you call them today and they agree to collect it, then they wont collect today, the earliest as today is Fri. and its a bank holiday weekend will be Tuesday, which i assume you will still be on Holiday, so your only real choice is to take to PO and have them reimburse you.

hollydays

I'd get it done ASAP, if they're this incompetent they might go bust.dont string it out.

unholyangel

earthstorm wrote: »

so you are going on holiday tomorrow, so if you call them today and they agree to collect it, then they wont collect today, the earliest as today is Fri. and its a bank holiday weekend will be Tuesday, which i assume you will still be on Holiday, so your only real choice is to take to PO and have them reimburse you.

Or OP can leave it with a family member/friend/neighbour and have the company collect it from their address

jb66

The simple answer is raise a paypal claim. They can arrange a myhermes courier etc

arcon5

jb66 wrote: »

The simple answer is raise a paypal claim. They can arrange a myhermes courier etc

PayPal will just insist op returns it tracked before issuing a refund.

arcon5

Rather than lugging it to a post office, why not book your own Hermes collection or use Parcel2Go, should come in at less than £20 easy.

But I do agree with what you're saying, there is no reason they cannot book the courier and email a parcel label - or use someone like CityLink who will have the driver bring the label.

Legally you are not bound to return the goods, merely to make them available for collection. Just depends how much hassle you want though.