Can anyone tell me what position I am in with this product return situation?

clocKwize

Hi all,

About 3 months ago I purchased an item from a UK online retailer, within 2 month the item was breaking in several ways and obviously had not gone through proper quality checks.

I contacted the retailer and they sent me a Royal Mail paid postage label to return the item, and they'd have the item repaired or replace it.

I sent the item to them and didn't hear anything for a month, so contacted them and they said they haven't received anything. They asked for the tracking number which I provided to them (which they gave me in the first place, but whatever..)

Royal Mail says the item was delivered, but they said they've spoken to Royal Mail who've said its been lost.

They now given me a list of similar value items to choose from, none of which are like the thing I ordered originally, which they don't stock any more. I don't want any of these items as they don't fit my needs.

To make it even more confusing. The thing I ordered was part of a bundle deal, when you ordered a certain number of items you got to choose another item from a list for free (though its not really "free" is it?)

The "free" item is the one I have a problem with and have sent back. so I'm not sure where that leaves me now.

Any one have any suggestions as to what to do? I don't want money back, but would like to have something that at last does what that item did, seen as they lost it (Royal Mail losing it is still their responsibility, I think, because it was them who paid for and gave me the postage label)

Many thanks

cono1717

There's not a great deal they can do if they don't have it in stock, they are willing to give you another item of the same value (even though it was free). If you don't like any then maybe ask for the cash or a gift voucher for when someone does come back but unfortunately they can't make something come back into stock.

Geoff1963

Royal Mail says the item was delivered, but they said they've spoken to Royal Mail who've said its been lost.

Can you get a copy of each other's Royal Mail correspondence, and then you can both ask Royal Mail to explain the contradiction ?

Fosterdog

Geoff1963 wrote: »

Can you get a copy of each other's Royal Mail correspondence, and then you can both ask Royal Mail to explain the contradiction ?

Explaining the contradiction is still not going to find the parcel. It sounds like RM have scanned it as delivered but the recipient is saying they haven't received it. The first RM probably knew about a problem is when the seller has contacted them and told them it hasn't arrived. It could have gone wrong in a number of places, delivered to the wrong address, scanned as delivered but then taken back to the sorting office for some reason, actually delivered but list by the recipient.

At the end of the day the returned item was faulty and even if it was received without any problems they had already said it may be replaced instead of repaired. OP is now in the same position they would have been in if it was beyond repair.