Returning catalogue item

Andy_Bell

Hi all

We ordered a bed through the Shop Direct Group but when it arrived it was too big to get the headboard upstairs. We tried to decline the delivery but the drivers refused to place the bed back in their van, saying we'd need to contact Shop Direct to arrange a return.

This we did and Shop Direct agreed to it and re-credited our account.

However, it's been weeks now and despite repeated requests they have made no attempt to collect the bed. Whenever I phone up I get through to a customer service rep who knows nothing about anything and wants to go through the whole story again.

What are my rights here? I'm not out of pocket - but I have a double bed in my living room and it's getting in the way of everything!

Do I have any leverage with Shop Direct? Is there a deadline that I can hold them to or do I just have to wait? I can't figure out why they are dragging their heels on this - surely it's in their interest to pick it up so that they can then sell it?

Any advice would be appreciated.

Andy

deanos

contact them via facebook, they seem better on there at resolving problems

unholyangel

You're basically under the obligations to take reasonable care of the goods and make them available for collection.

The company have 6 years in which to chase you for its return or its value. You can discharge yourself from your duty (or rather, give yourself a defence to any claim they may bring) by sending two written notices containing certain information.

However as above, try their facebook first. Just tell them that you cannot keep the bed for an extended period of time due to its size and therefore, they should arrange collection without delay.

You could also include a list of dates/times you will be available for it to be collected, asking them to let you know which date they've chosen so you can ensure you're available.