Kettle isn't the only thing boiling mad!

vacationgirl

Hi,
I placed my first on-line shopping order with Sainbury's last week, the order arrived yesterday and in addition to the usual food items I ordered a cream electric kettle.
When I plugged the kettle in the socket I found the blue light on the on/off indicator panel did not work. I rang Sainburys this morning and was put through to 3 different operators, each one had to "check with a colleague" before transferring me to a final operator whereby I was asked which store I intended to return the kettle to(?).
I asked them why they couldn't collect and replace the kettle as this could have easily be done whilst making other deliveries in my area. Apparently this is not how they operate.
The nearest store is a 24 mile return journey, if I intended to return it to the store directly why would I have phoned the customer services department in the first place??
Sorry Sainbury's, this is my first and last order from you!:mad:

DCFC79

If it were me I would have checked how items would be returned, yes unfortunately you can't return items via the method they were delivered by.

bod1467

Inform them you'll be claiming your costs expended to return the faulty item. As a minimum this will be 48 miles (return journey) at 45p per mile, and perhaps also add 1 hour (return journey time plus time in store) at £18 per hour (approved court rate).

Total = £21.60 + £18.00 = £39.60 + cost of kettle

OlliesDad

bod1467 wrote: »

As a minimum this will be 48 miles (return journey) at 45p per mile

The return journey is only 24 miles.

bod1467

Sorry - I saw 24 miles in the OP and read it as one-way.

So £21.60 becomes £10.80.

vacationgirl

DCFC79 wrote: »

If it were me I would have checked how items would be returned, yes unfortunately you can't return items via the method they were delivered by.

Yes I agree, but when you make a purchase from a retailer there is a reasonable expectation that it is fit for purpose.
I had a similar experience a few years ago with another large supermarket and have come to the conclusion that some items sold in these stores may be seconds.:eek:

hollydays

vacationgirl wrote: »

Yes I agree, but when you make a purchase from a retailer there is a reasonable expectation that it is fit for purpose.
I had a similar experience a few years ago with another large supermarket and have come to the conclusion that some items sold in these stores may be seconds.:eek:

Faulty things happens. That's life.

vacationgirl

hollydays wrote: »

Faulty things happens. That's life.

Yes it sure is, bad customer service though. Call centre staff were really lacking in professsionalism. Not as though it was second hand rubbish off ebay.

photome

bod has posted the solution, is that what you will be doing?