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Online Order from The Range - Damaged item
rnickster
Posts: 42 Forumite
I might get slated for being a bit early on this but I didn't realise the sheer amount of issues on Trust Pilot for The Range Online shop so i wanted to get prepared for the worst!
The online business appears to be a separate entity to the stores and there is no way to return the single, damaged chair that was delivered to me to a store. I have emailed the customer service address asking for advice on what to do as one of my chairs (delivered in pairs and I ordered 6) has a damaged back rest. Apparently based on the reviews they should order a courier to come and pick up the chair and I may have to provide photographic evidence (right be hard as the fabric conceals the break)
I purposely bought these on the Credit Card for 'protection', but wanted to know, should I have trouble with returning and refunding, how soon I could escalate to a Section 75 claim on the CC if The Range start making things difficult.
Just wondered if anyone else has had experience with them and how they got on?
On a side note, how on earth are these guy not under investigation for being such a huge brand nationally and apparently having such shocking customer service for their online business.
The online business appears to be a separate entity to the stores and there is no way to return the single, damaged chair that was delivered to me to a store. I have emailed the customer service address asking for advice on what to do as one of my chairs (delivered in pairs and I ordered 6) has a damaged back rest. Apparently based on the reviews they should order a courier to come and pick up the chair and I may have to provide photographic evidence (right be hard as the fabric conceals the break)
I purposely bought these on the Credit Card for 'protection', but wanted to know, should I have trouble with returning and refunding, how soon I could escalate to a Section 75 claim on the CC if The Range start making things difficult.
Just wondered if anyone else has had experience with them and how they got on?
On a side note, how on earth are these guy not under investigation for being such a huge brand nationally and apparently having such shocking customer service for their online business.
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Comments
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How much is a pair of chairs? (S75 has a £100 minimum value, and that applies for the price of a single entity - in this case you're saying an entity is a pair of chairs. You can't take the value as being all 6 chairs - that's 3 pairs/entities).
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 governs your online order, together with the Consumer Rights Act 2015.0 -
a pair was £189.99
I presume they will want it returned as a pair, so a perfectly fine chair will have to go back in the box with the broken one for return....who knows. Not heard anything back yet since emailing them this morning but it says it can take up to 48 hours.0 -
Heard nothing back yet...0
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Have you rang them?
That would be the common sense thing to do.0 -
Yes I have multiple times, can't get through, just on hold.0
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Managed to get through after being on hold for 15 minutes,
explained the situation and was told to take a photo and send an email describing the issue.0
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