Wrong product delivered - German company

barn_door

I ordered a large men's parka from an online German retailer and was a bit taken aback when a size 10 female's parka arrived instead.

Had I bought it from a UK company I wouldn't be too fazed, but I have e-mailed them twice (using Google Translate, as my German is restricted to 'I am 14 and I live in a large industrial town') and haven't heard back from them. I would return the product to them, but the alarm bells I hear ringing are getting progressively louder.

I spoke to NatWest Mastercard and they said that Mastercard rules state that I must obtain a letter on headed paper from a tailor, confirming that the ordered product is different to the received product and to send this to the retailer; together with the line, 'It is available for your collection' which I have taken to be some kind of legal-ese trigger phrase in case this dispute becomes protracted.

I have no idea what is likely to happen, and the whole thing has raised all kinds of questions:
How do I persuade a tailor to write such confirmation? Are they likely charge for this? What if the company completely ignores my correspondence - what happens during the chargeback process?

Has anyone else been in a similar situation? What was the outcome?

boo_star

Is it a different product or a unisex in the wrong size?

neilmcl

Who is the retailer? What did you actually order? When did you email them?

barn_door

The product I ordered was from maxseam.net, and was meant to be a Didrikson's Melker Unisex Parka size large. Instead, they sent me a Didrikson's Irene women's parka size 10 - so, different product and different size. I've now sent them three e-mails and have received one reply (so at least they're not ignoring me).

The most annoying aspect about this is that I've contacted three tailors and they have all basically said no. They've not provided reasons, but I'm going to guess it's because they think it's some kind of scam - what a sad indictment of our times.

bd

barn_door

One further thing: I ordered it last Sunday (26th Jan 2014), so I'm still within the 14 days 'revocation' period (that's a Google translation). I've obtained quotes from DHL and the Post Office and £35 seems to be the amount they will charge to return it. I don't see why I should have to pay this amount. Fair enough if I had changed my mind; but it's their mistake which I am trying to rectify.

neilmcl

barn_door wrote: »

The product I ordered was from maxseam.net, and was meant to be a Didrikson's Melker Unisex Parka size large. Instead, they sent me a Didrikson's Irene women's parka size 10 - so, different product and different size. I've now sent them three e-mails and have received one reply (so at least they're not ignoring me).

The most annoying aspect about this is that I've contacted three tailors and they have all basically said no. They've not provided reasons, but I'm going to guess it's because they think it's some kind of scam - what a sad indictment of our times.

bd

And the reply was?

Poppie68

Try contacting them on their Facebook page...there might be an english speaker available.

barn_door

neilmcl wrote: »

And the reply was?

The reply was 'please supply a photo of the item'.

Duly done on Friday lunchtime.

neilmcl

I think you need to have a bit of patience with this one. You chose to order it from a foreign website so of course there's going to be some hassle sorting out returns and you did only order it last Sunday, presumably it arrived mid week or so, it's a bit too early to start ringing alarm bells.

creativemieu

I tend to agree with Neilmcl. As they have replied at least as you say they are not ignoring you. I wonder if you could return it with payment on receipt. I have a feeling that this is an option with some couriers. But to keep it friendly with the website it might be something you suggest to them as an option for the return. Or that might trigger them into arranging a collection as that would probably be cheaper for them. The rules are all on your side for the return/refund or exchange. Stay calm and be pleasant with them. Mistakes happen and being pleasant usually achieves best results.

barn_door

neilmcl wrote: »

I think you need to have a bit of patience with this one. You chose to order it from a foreign website so of course there's going to be some hassle sorting out returns and you did only order it last Sunday, presumably it arrived mid week or so, it's a bit too early to start ringing alarm bells.

I suspect you may be right about the 'requiring patience' bit; what concerns me is their stated 14 day revocation period. I just hope the delays in e-mail responses, and requests for photos when they do reply (I mean, why do they need a photo of the incorrectly-sent jacket?!!) aren't a ploy to delay a return and refund until it's outside their returns period. If I were a company shipping abroad I wouldn't want to have to pick up the returns delivery tab for one of my employee's errors.