Response from CEX

atrixblue.-MFR-.

marcarm wrote: »

Finally got a response after raising a paypal dispute.

They want me to send the item back to them, which I'm happy for them to have back but I am at home with 2 small children while my wife is at work, and the nearest post office is over 2 miles away, down a main road. I cannot walk with the children as I have no double buggy, and my 2yo will not walk 4 miles down that road near the cars. I cannot get to the post office till saturday, by which time I'm running out of time to get the correct item for Xmas.

I also have no packaging so will have to buy that, as well as pay for it to be sent back.

I though in this case they should be resolving the issue at no cost or inconvenience to me? I have said I will take delivery of the correct item and hand the incorrect one back at the time, otherwise it is up to 5 days for them to receive it back, and another 5 days for the refund to process, all because of their error.

Not sure where to go from here?

They should be getting a courier to collect it if they sent the wrong one.

marcarm

atrixblue.-MFR-. wrote: »

They should be getting a courier to collect it if they sent the wrong one.

I suggested that to them, said I am more than willing to have a courier collect the incorrect item as I am here most of the time, but no response as yet.

The only response to my paypal claim was 'please send the item to........................' with nothing else.

It's THEIR error but they are expecting me to run around sorting it out, and I just can't. My youngest has bronchitis so I'm not able to go out much, so a trip to town (even on the bus is £4 each way as I live out in the sticks, and I won't get reimbursed for) is out of the question. I'd be out most of the day due to the times of the buses, and the wife has the car for work so that's not an option.

marcarm

They are refusing to do anything, apart from tell me to send it back to them via collect+. Thing is their label over covers to £50, so I would not be covered if the item goes missing. I also need to buy packaging, and also get to a collect+ which there are none local.

There are so many customers on their facebook and twitter all with the same issue, and they are all being told the same thing. It's an utter farce.

Is my only option to wait till Saturday, return it via special delivery (which they will apparently refund via cheque), wait till they get it back and decide to process the refund, then find somewhere else to purchase it from? Or do I have an alternative?

I sent an email in response and copied in the CEO, whether that gets anywhere I don't know but it was very cathartic to send.

Ian011

The Consumer Contracts Regulations 2013 came into effect on 13 June 2014 and
the Consumer Rights Act 2015 came into effect on 1 October 2015.

These describe in detail what should happen.

http://www.legislation.gov.uk/uksi/2013/3134/contents/made
http://www.legislation.gov.uk/uksi/2013/3134/made

http://www.legislation.gov.uk/ukpga/2015/15/notes/contents

http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted
http://www.legislation.gov.uk/ukpga/2015/15/enacted

http://www.legislation.gov.uk/ukpga/2015/15/contents