Returning wrong goods

Krakstar

I ordered same eliquid and received a package with my name and address on it.
When I opened the package it had someone else’s order inside, with an invoice.

I emailed the company to let them know that I hadn’t received my order but someone else’s and asked them to send me a prepaid postage bag and I’d be happy to send the goods back.

Just to clarify, the goods they sent me are quite bulky and require a large plastic postal bag.

The company has now sent me 2 stock emails stating the below

Please enter the invoice or a note inside the parcel stating your details (names, full address, contact number, email address), order number and *clearly state reason why you returned back to us*.
For your own safety reason we recommend you to send us back with recorded service so you have proof that we received your parcel
Please send us an eMail after that - of - your Royal Mail's receipt with tracking code and your PayPal email address so we can wire your return postage cost

I also enquired as to the status of my order, and they sent me an email saying it had been delivered to my address ( well of course it has just not the right order).

I’m just a bit annoyed with their customer service, considering they sent the wrong goods addressed to me and I was decent enough to let them know.

I’m just wondering where I stand legally, as I am perfectly prepared to send the goods back but don’t see why I should do all the legwork when it was their mistake in the first place and I also have not received my goods.

Many thanks.

cono1717

Seems they have just either sent and automated request for a return or got the wrong end of the stick and assumed you have wanted to return. Get back in touch and ask them to send out a pre-paid envelope or written confirmation they will cover the cost of sending it back via a recorded service.

DoaM

Dear vendor,
You misunderstand. A parcel has arrived at my property. The parcel is addressed to me. The CONTENTS of the parcel are for someone else entirely! (Their invoice number XXXX refers).

I require the following to happen:

1. You send me a pre-paid label and packaging so I can return to you another person's order that you sent to me. Alternatively you arrange a courier to collect these goods at my convenience, or you confirm in writing your agreement to cover (within 14 days of your receipt of goods) my costs in returning the goods by one of your approved return methods.

2. You confirm when I shall be receiving the actual goods for MY order (ref XXXXX).

Note: As you have included in a parcel sent to me the personal details of someone else, this could be a potential Data Protection Act breach. This other person would have the right to sue you for damages caused by this breach. If this other person has actually received MY order (and hence details) then you will have also conducted a DPA breach against me, for which I could sue you for damages.

Yours etc.

Krakstar

Thanks for the replies, i've sent it off so with any luck I won't be receiving an automated stock email about returns now.

Krakstar

UPDATE

Just had a reply.........

Guess what...the same stock response that I received all other times.

Seems like either no one is actually reading my emails or they just don't seem to care if they get their goods back or not.

As I paid with Paypal for my order i'm wondering if I should just open a dispute and be done with it. If they want their goods back they can write to me as i've tried several times now to no avail.

theonlywayisup

Have you tried ringing them?

You can open a paypal dispute, you have 180 days from date of purchase. But, you will have to pay to send the items back at your cost via a tracked means, although there are currently £15 offers from paypal to refund returns. Paypal cannot force the company to send the correct item out, they can only deal with the item you have being returned.

Try the company once more by telephone or social media first.

[Deleted User]

Krakstar wrote: »

Seems like either no one is actually reading my emails

Are there no other contact details for the vendor? Perhaps you'd like to speak to an actual person before going the Paypal route?

LadyDee

The email sounds very much as though it's outside the UK? We don't generally use the expression "wire your return postage cost". Coupled with incorrect or poor grammar "for your own safety reason", just sounds a little wrong.

If it's a foreign company you might not find it easy to get your refund.

DCFC79

Might be easier to go via paypal OP.