Online shop won't refund already opened product?

undrop79

Just had a pretty heated discussion with them over the phone about this. The issue with the image on the packaging being of a UK layout keyboard they are saying is a Logitech thing, nothing to do with them bod1467.

When I told them that I wanted to return the item under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, I was told that this was a business transaction so it doesn't apply?

Basically, I live and work in a hotel (have done for 20 years) so my own credit cards have always been registered here and I always use the email provided to me by work for general use. The returns guy told me that since the delivery and billing address is a hotel, since I have been corresponding to them using my business email, he had made the decision that this was a business transaction. Furthermore, when you go to place the order via their site, you are presented with an option to "Upgrade Your Account" which has "NO additional charge" but will mean that you "receive Business VAT invoices" automatically, although it doesn't state you will be converted to a business account anywhere. Since I did want an invoice/receipt for my order, I selected it but have also been told that this in turn converted my account into a business one which means it does not fall under the Consumer Contracts Reg. Have to say the guy was pretty rude however I probably got pretty heated too. He told me to reply to his email and he would pass it on to his manager to deal with. The fact of the matter is the keyboard and mouse set was purchased for my own home and my own personal use which happens to be at a hotel address (what business in their right mind would pay £100 for a mouse and keyboard?).

Not exactly plain sailing

undrop79

Oh, another thing. When they originally denied the refund, they offered me an alternative solution which was to send it back to them and they would sell it on their website at a discounted rate as an "opened" item and that if it sold it could go towards a partial refund which I refused.

When he later denied that it wasn't stated anywhere clearly enough that this wasn't a UK keyboard, he said that it has always been listed this way on their website yet they have never had any issues similar to mine. I find this to be a strange comment to make when according to their website, they already have a listing of the exact same item being sold as a "CLEARANCE" item because "Item condition: opened box in customer order error, item new and unused"... sounds familiar

https://www.lambda-tek.com/Logitech-920-006242~sh/C-B2011798

wealdroam

undrop79 wrote: »

Just had a pretty heated discussion with them over the phone about this. The issue with the image on the packaging being of a UK layout keyboard they are saying is a Logitech thing, nothing to do with them bod1467.

When I told them that I wanted to return the item under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, I was told that this was a business transaction so it doesn't apply?

Basically, I live and work in a hotel (have done for 20 years) so my own credit cards have always been registered here and I always use the email provided to me by work for general use. The returns guy told me that since the delivery and billing address is a hotel, since I have been corresponding to them using my business email, he had made the decision that this was a business transaction. Furthermore, when you go to place the order via their site, you are presented with an option to "Upgrade Your Account" which has "NO additional charge" but will mean that you "receive Business VAT invoices" automatically, although it doesn't state you will be converted to a business account anywhere. Since I did want an invoice/receipt for my order, I selected it but have also been told that this in turn converted my account into a business one which means it does not fall under the Consumer Contracts Reg. Have to say the guy was pretty rude however I probably got pretty heated too. He told me to reply to his email and he would pass it on to his manager to deal with. The fact of the matter is the keyboard and mouse set was purchased for my own home and my own personal use which happens to be at a hotel address (what business in their right mind would pay £100 for a mouse and keyboard?).

Not exactly plain sailing

If the purchase price was over £100 for this item (the keyboard and mouse are sold as one item), then you can you can use section 75 of The Consumer Credit Act to seek a full refund from your credit card issuer.

You will probably need to return the stuff before you get the refund, but have a read of MSE's Section 75 Refunds article before speaking to your card issuer.

wealdroam

undrop79 wrote: »

Oh, another thing. When they originally denied the refund, they offered me an alternative solution which was to send it back to them and they would sell it on their website at a discounted rate as an "opened" item and that if it sold it could go towards a partial refund which I refused.

When he later denied that it wasn't stated anywhere clearly enough that this wasn't a UK keyboard, he said that it has always been listed this way on their website yet they have never had any issues similar to mine. I find this to be a strange comment to make when according to their website, they already have a listing of the exact same item being sold as a "CLEARANCE" item because "Item condition: opened box in customer order error, item new and unused"... sounds familiar

https://www.lambda-tek.com/Logitech-920-006242~sh/C-B2011798

So they are selling that 'clearance' keyboard at over £5 more than their new one?

Amazing.... a bargain, what?

undrop79

Yeah thanks for all the advice. I've already spoken to my credit card company and it's in their hands now. Thank jeebus they were selling it at just the right amount that I needed to be able to use Section 75! One thing's for sure, I will be a lot more careful the next time I go to buy myself a keyboard...

unholyangel

You can still use US keyboards. Its just a case of changing the keyboard settings on your computer so its US and not UK configuration.

Although it can take a little getting used to - more so with the " and @ being reversed.

bod1467

My laptop has a US keyboard .. you get used to it; even knowing to press ALT0163 for the £ sysmbol.

daytona0

unholyangel wrote: »

You can still use US keyboards. Its just a case of changing the keyboard settings on your computer so its US and not UK configuration.

Although it can take a little getting used to - more so with the " and @ being reversed.

There is no such thing as a common sense solution!

On my old laptop I changed the keyboard language to US somehow and the @ and " symbols were reversed, and I couldn't for the life of me figure out how to use the £ sign (hence writing "5 pounds" on posts here on mse). You just get used to it.

undrop79

I appreciate what everyone is saying but when I'm spending £100... I kind of want a keyboard with the @ symbol and £ sign in the usual place.

daytona0

undrop79 wrote: »

I appreciate what everyone is saying but when I'm spending £100... I kind of want a keyboard with the @ symbol and £ sign in the usual place.

And when I'm spending £100+ I check the product title and the description, do you?

Your error. Good luck getting a resolution from the retailer, especially when you seem to have made a B2B transaction. But in another universe it may be better just to make a slight adjustment to resolve the issue.