Refused a return

brenda50

Well here's a turn up for the books - an email from the store :

Good Afternoon Brenda

I have left a message for you to call me. I have good news and would be most grateful if you could please contact me either by phone or email.

I have today spoken to the owner of the company and discussed your matter in great detail.

As we are a small family business we always want to make sure that all of our valued customers are happy. Therefore I am really please to say that the owner has happily authorised the collection of your bed frame and under bed drawers.

Would you therefore please contact me so that we can discuss the return.

I look forward to hearing from you.


Drat I have just paid £6 for registered post to send them a letter.

bod1467

Probably best to let them know a letter is on its way, and that you sent it prior to their change of heart. You can tell them that provided a mutually satisfactory conclusion is reached then the letter can be ignored.

brenda50

Thanks yes I did email them to say the letter is on its way and that I had just returned from posting it when I got the email. I guess I have some leeway for negotiating the return costs.

halibut2209

Fosterdog wrote: »

Your last paragraph of the letter has DSR Regulations, as the R in DSR also stands for regulations I would drop the word after it.

THANK YOU!!!!!!!!!!!

OP, glad it got sorted

brenda50

Thank you all for your help!

frugal_mike

Glad you git what you deserved

Hopefully your letter will prompt them to read up on the DSR's so they can be compliant in the future.

harrys_dad

It does pay to be insistent, hold your ground and be prepared to take them to court. Well done OP, and I hope your determination will encourage others.

brenda50

Ok I am waiting to hear whether they will bear the cost of returning the bed, considering all of the stress and work it has cost me. I have complained to TS that they did not give the right advice, and they say that they will be reporting the company.

brenda50

RESULT!

Yes they are picking it up for free as a good will gesture though no apologies. Thanks again guys

brenda50

Still having problems.

The company said that their courier would be in touch to arrange collection, and Monday I received an email saying they would call Tuesday giving a window of 3 hours of ETA. No-one came. Same next day. The company said that I would get a call from the courier depot but none came. I tried many times to get though on the phone but it was engaged. On Thursday the early am email said that they would call within a 3 hour window ETA and I had to nip out for shopping for an hour so went 2 hours before the window and of course, they called when I was out. I was told they would pick up on Friday and the same thing - no-one came.

That is 4 days this week I have sat waiting for them. The bed sellers have been extremely apologetic and friendly sending me regular emails with updates and asking me if the couriers have called yet. They say that it is a common problem.