Do I have a case to avoid the return postage.....

woolythoughts

Hi,

currently in a discussion with a company concerning a BBQ cover. I have just emailed them with the below email in response to their request to outline the issue. They are saying that they will accept the item back, obviously, but it was our mistake and have to pay to return the item. I have taken the identifying information out but am interested in thoughts as to whether I have a case.

The company in question is morale garden furniture.

_______________

Hi XXXX

We ordered item LC45ILBC on May 21st to fit our barbecue which we had previously purchased elsewhere. The barbecue that we have is shown below, the LG Grillstream island BBQ, and has dimensions H118 x W154 x D60cm hence we were cautious to order the correct cover for this item. At the time of the order, your website did not indicate that the cover was out of stock so we placed it.


http://www.johnlewis.com/lg-outdoor-grillstream-island-bbq/p1653396



The order sat in status “Processing” for some days with no indication that it was indeed not available until early July.

When we phoned yourselves to enquire as to where the item was, your colleague indicated that she wasn’t sure when it would be despatched. She advised us that item LC5BBC would also fit the barbecue that we had once we described that we had the grillstream island barbecue. On your website there is no indication of the dimensions of this cover in the description of the item so we went on the advice of your colleague and agreed to change the cover to this model.

When the cover arrived, it was immediately apparent that this would not fit our barbecue in anyway shape or form. From a different website (lgoutdoor.co.uk) I have determined that the dimensions of this cover are H116 x W145 x D56.6cm. Clearly this is 10cm too short to fit the model we have.

Immediately we received the item, we contacted yourselves to report the discrepancy over the size. Although not directly relevant to the issue at hand, I would like to point out that we contacted yourselves twice and both times were promised a call back which never materialised before Emma took over the case and indeed got back to us.

Despite also indicating to XXX that we have the 4 burner grill stream island barbecue, apparently your garden department have also indicated that the cover we received would fit out barbecue although not precisely. I do not understand which universe they are inhabiting when an item that is 145cm long is meant to cover an item that is 154cm long.

As a result of the above events, I do not believe we should bear the cost of returning the item. We clearly ordered an item with a set of dimensions (not visible to the public on your website) and your sales representative recommended a product that was incorrectly sized and CONFIRMED that it would fit our barbecue.

Please can you arrange for a manager to call me on XXXXXXXXX to discuss this matter with me so that we can arrange a suitable resolution.

bris

Have they agreed it was their mistake, if not it's your word only and there isn't a lot you can do about it.