Do I have the right to a refund on a replacement?

muddlemand

I'm getting my refund!:j

The last "response" was like a Monty Python script (thinking "I'd like to have an argument, please") - "We are happy to send you the returns label and get the faulty item returned and issue you with a full replacement item.
Can you please let us know how you wish to proceed?"

In my reply: "You ask how I "wish to proceed". How I wish to proceed has not changed, but you are ignoring earlier messages. When someone joins up the parts of this matter, and sends a returns label, I will return the item for my refund."

This morning they sent a returns label and: "Your refund will be issued once we receive the item back with us."

I have no idea whether they then looked back at the message thread but I suspect someone only read that bit without the next paragraph which referred them back to it... I think the key word was "When someone ... sends a returns label, I will return the item for my refund." Implying it had already been agreed! Which I didn't do intentionally, but if that's what did the trick, I'm not sorry.:cool: On the other hand they may actually have seen the logic; the last two days, all the messages did come from (weirdly!) the same individual.

Now to remind them I can't get it to a drop-off point, but last time they had no problem arranging collection from here so I'm not anxious about that.

bod1467

muddlemand wrote: »

Now to remind them I can't get it to a drop-off point, but last time they had no problem arranging collection from here so I'm not anxious about that.

In which case a returns label is pointless, as they'll be expecting you to take it to a PO or other drop-off point.

muddlemand

bod1467 wrote: »

In which case a returns label is pointless, as they'll be expecting you to take it to a PO or other drop-off point.

No: as I said, last time they had no problem arranging collection from here - which is why I had to remind them, and in fact I've now got the collection-from-home label. Sorted. (The first time I had to return, before I knew we were going to have this saga, I simply explained and they didn't bat an eyelid, which happened just the same today.)