Wrong item received from website

SurpriseBear

I am looking for some clarification on my rights when wrongly sent an item by a website. I purchased a dress from a discount website but was sent the wrong one. I immediately emailed the site upon receipt asking them to return the item for a full refund. They have been incredibly unprofessional and have dragged my complaint out for weeks, only offering partial refunds and telling me to keep the dress. I have repeatedly told them I don't want it and I want all of my money back. I also stated that I wanted them to send me a prepaid postage label to send the dress back as I am not willing to pay return postage for their mistake. There was no paperwork in the parcel whatsoever, no return information or even a packing note, I have since opened a dispute with PayPal as the website completely stopped responding to me. PayPal have looked into the matter and have stated that I will receive a full refund once I have returned the dress, but that I must do so at my own cost and are asking that I use a tracking service, which will cost quite a lot. Considering the dress was bought from a discount site, the postage will probably cost the amount of the refund! I don't see why I should be expected to pay for their error in any way, especially considering how unprofessional the company have been. What are my rights concerning the issue of returning the dress and paying for return postage?

photome

is this another chinese scam site

see here

https://forums.moneysavingexpert.com/discussion/5491917

dj1471

Naturally the seller should be paying the return postage, as far as UK legislation is concerned.

But from what you describe I suspect this is the usual scenario of a Chinese company doing everything they can to avoid paying for return shipping to China? That being the case UK law doesn't apply and T&Cs usually state that the customer is responsible for return postage even for faulty items (whether this is lawful in China I have no idea).

This is probably one of those "learn a lesson and move on" situations.

SurpriseBear

The address supplied by PayPal for return postage is in Glasgow, so can you please advise me as to what my rights are and what I should do? Thanks.

dj1471

Which website did you buy from and where do they claim to be based? Where was the dress sent from?

It sounds unlikely this is a UK-based company.

SurpriseBear

The website is fabshopper.com. I'm not sure where they are based, I can't seem to find that info on the site. But, like I said, if the return address is Glasgow, why should I have to pay return postage?

marcarm

How much was it?

You can send something like a dress fully tracked via myhermes for about £3 so not the end of the world.

SurpriseBear

Thanks for your response but that didn't answer my my question!

marcarm

Well as the company are no longer responding to you, and you have had instructions from PayPal to get a full refund, I'm not sure what you are expecting? Nobody on here can force the company to answer your questions. Have you tried calling them?

You could send it back at your own cost then raise a mcol for the amount of postage but is it really worth it?

Yes you shouldn't have to pay the return postage but there seems to be no way for you to enforce the company to pay it, so people are giving you alternatives so you get your refund.

But if that is not good enough, I'm not sure what else can be said so I'm out.

SurpriseBear

@Marcarm All I asked was if someone could advise me as to whether I should be expected to pay return postage. I'm not sure why I deserved such a snotty response.

bod1467

http://whois.domaintools.com/fabshopper.com

They're trying to hide themselves ... I think you're on to a loser here.

Even their own Contact Us page requires you to sign in before you can see any details. Everything about this site shouts AVOID.

The phone number (0141 404 6473) resolves to somewhere in the Barrhead/Baillieston area of Glasgow.