Amazon: Faulty Xmas gift bought in October..

Maxielady

Hi, All..

Please could someone give me some quick sound advice please..

I placed an order on October 4th for an advertised "two for a certain price) kids Go-Karts, from "Direc2u-Amazon Marketplace" On Amazon's website, for the purchase price of "Item Subtotal: £148.98.. "Postage & Packing: £21.63.. which was a Total of: £170.61 Payed for by Visa Card.. I'm a disabled lady, so unable to shop around for goods and being just on disability benefit, I have to shop wisely and early to enable me to afford Christmas presents for my Grandkids.. They arrived on Saturday October 8th 2016 in two huge boxes, I got my daughter to open the boxes to check the correct items and colours were in there as one was suppose to be Red and the other Blue.. I could see that the colours were fine and all looked well, NO DAMAGE to the boxes whatsoever, so they looked like they'd had a good courier service without damage.. but these were clearly going to have to be assembled for my Grandkids.. But as far as I was concerned, that would need to be done on Christmas Day as I wanted to wrap them in their boxes for ease, as they were huge bulky items and i couldn't have assembled them to check them over, to then disassemble them again, incase I couldn't get them back in their boxes as they came out, but all looked well, so I guess I assumed all would be well, as the boxes were all intact.. I then went on to order yet another (single, younger aged Go-Kart) for another Grandchild And we did the same again in checking the Item purchased.. Anyway, Come Christmas Day, One of the 'Two Pack Go-Karts' was damaged but this was not even noticed until the whole thing had been assembled cos the damage was to the surrounding plastic body of the central gear lever, It was clearly apparent that this damage was done way before the item was packed in the box cos as said earlier "NO DAMAGE TO THE BOX" But, cos of the location of the damage, it would be virtually impossible to actually damage this part if it was badly handled by the courier as there is far to much of the body of the Go-Kart surrounding this part that would have taken the first blow and got damaged first, if this was the case of courier damage fault, so in my personal opinion and that of my family, this item was already damaged before being boxed up to send out.. I was fuming to be honest cos this was my Grandkids main Christmas Presents as my daughter can't afford a great deal as she's on her own.. But what has made this problem a whole lot worse, was that one of the two Grandkids, "both Girls, aged 6 and 4 years old" the 6 year old is Autistic and will only have certain colours, so her's was the Red one and this was the one with the damage, but because of her being a Non Verbal Autistic child, she finds it hard to grasp the concept of being reasonable so we have had to take her younger sisters present away from her too as it would have been far too traumatic for the Autistic Granddaughter to have understood.. Soo, this, as you can imagine, has totally ruined both of their Christmas.. I wrote an email to this company on Boxing Day but had no reply whatsoever, not even an automated reply to say my email had been received.. I assumed they were closed and not open until after the New Year.. Soo, I got my daughter to check that I had sent it all correctly and to the right place, which she confirmed that I'd done everything correctly.. She re-sent my original email after New Year on Monday "02/01/2017 and we received this reply only yesterday.. Will copy n paste it here.. But I'm now even more angry with their reply as the goods are FAULTY and this Go-Kart is neither "fit for Purpose" and were clearly damaged before being boxed and sent out to me.. Can someone please advise me as I need to reply ASAP to them.. Thank You in advance of any replies as I'm useless at writing letters and extremely grateful of ANY help whatsoever from you good Peeps..



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RE: Return policy enquiry from Amazon customer (Order: 203-6021607-5189114)
E-mail from direc2u - Amazon Marketplace: Return policy enquiry from Amazon customer

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Begin message

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Hi
Thank you for your email.
Couple of things you need to know.
Firstly we never ever re sell returned products direct to the public; we have an arrangement with a retailer in Liverpool who buys all of our returned items.
Secondly we only use clear tape in our stores; brown and clear tape is in fact used by the manufacturer. What ever your friend in logistics says there are absolutely no rules as to who uses what colour tape.
Since these items were purchased three months ago they are well outside of the Amazon return policy however we are happy to sent replacement parts to enable you to repair the kart.
Regards

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Did this solve your problem?



(We’ll share this feedback with the seller to help them improve their service in the future.)

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--- Original message ---

Browntoa

They are offering a repair which is all they have to do , they are not being unreasonable

It's outside 28 days , it's been 3 months

amersall

Let them send the replacement parts, job done, at least they offered something due to you having it 3 months.

GlasweJen

There's obviously more to this in terms of what you've told Amazon. It looks like you've sent off a massive rant about them selling you a product that had been damaged and a botched repair taken place before being sold to you. You've also brought up "expert knowledge" from someone you know who clearly knows nothing and hence the sellotape remarks.

You should have had your daughter thoroughly check the products and assemble them within the 28 days. It's not amazons fault that you are outside of that 28 day window. They are being very reasonable to send you the part to repair the go-kart, it is all that they are obliged to do at this stage and they've offered it to you with no quibbles at all.

Maxielady

I didn't have a massive rant at all, I merely noted to them, that the box to the one that was damaged had been shoddily re-taped back up with brown tape from a roll and the undamaged Go-Kart had been professionally sealed with clear tape from a tape gun as if it had just left the warehouse from where they are packed on mass.. indicating that they may have already had this item returned to them previously as there is no way the box is damaged and even if the box had been damaged it would be virtually impossible to get anywhere near to the central part that is damaged without another part being damaged first.. Am I wrong in thinking this then Peeps when ALL indications point to this and 5 members of my friends and family came to the same conclusion..??? So are you all saying then, I'm suppose to accept after just 3 months that, although this was damaged before entering the box and plus.. The damage is NOT to a part that you assemble yourself as it's the main body of the Go-Kart that all other bits go on to But they have also failed to even ask me what part is damaged.. So are you all saying I have NO rights then.. ?? even though this is not fit for purpose either.. ????

Browntoa

No , they are offering the parts to fix it so it will be fit for purpose

You have no rights apart from a repair as it was left too long

glentoran99

Paragraphs would be handy

glentoran99

Maxielady wrote: »

I didn't have a massive rant at all, I merely noted to them, that the box to the one that was damaged had been shoddily re-taped back up with brown tape from a roll and the undamaged Go-Kart had been professionally sealed with clear tape from a tape gun as if it had just left the warehouse from where they are packed on mass.. indicating that they may have already had this item returned to them previously as there is no way the box is damaged and even if the box had been damaged it would be virtually impossible to get anywhere near to the central part that is damaged without another part being damaged first.. Am I wrong in thinking this then Peeps when ALL indications point to this and 5 members of my friends and family came to the same conclusion..??? So are you all saying then, I'm suppose to accept after just 3 months that, although this was damaged before entering the box and plus.. The damage is NOT to a part that you assemble yourself as it's the main body of the Go-Kart that all other bits go on to But they have also failed to even ask me what part is damaged.. So are you all saying I have NO rights then.. ?? even though this is not fit for purpose either.. ????

Presumably you reply to the email and tell them,

Maxielady

glentoran99 wrote: »

Paragraphs would be handy

Is this comment aimed at me glentoran99..?? If so, I think it's rude and uncalled for if honest, as I'm dyslexic and do my best but it's comments like this that stops peeps like me from asking for help in the first place..

glentoran99

Maxielady wrote: »

Is this comment aimed at me glentoran99..?? If so, I think it's rude and uncalled for if honest, as I'm dyslexic and do my best but it's comments like this that stops peeps like me from asking for help in the first place..

It not really, it makes it easier to read and likely more people will offer help, A big block of text and many people will just scroll on by.


I would also imagine with dyslexia paragraphs would break it up and make it easier to write.

[Deleted User]

Maxielady wrote: »

Is this comment aimed at me glentoran99..?? If so, I think it's rude and uncalled for if honest, as I'm dyslexic and do my best but it's comments like this that stops peeps like me from asking for help in the first place..

The blunt reality is that if you post a wall of text without breaking it up into paragraphs then it's likely that most users here will simply not read it.

You may well be Dyslexic, but it was not your grammar and spelling which the other user was referring to.

In future, I recommend you try to assemble any accounts of your problems into "bullet points" which will make them much more user-friendly.

As to the subject of this thread, I'm afraid that having had the item for three months before informing them of the fault means you won't be getting a refund or full replacement...

There really was little point of accusing the Amazon seller of sending you a previously returned item as this cannot happen. Mentioning an expert in logistics and the colour of the tape used to bind the package has done nothing to further your cause either.

Just reply with details of the individual part you require replacing and get on with your life...