Catalogue want payment for a returned item

needacoffee12

Please may I have some advice if I am liable for payment of a used returned item?

I ordered a pair of trainers, which arrived with an 'substitute sticker' on the box. The design was the same and the box stated the correct size. I was confused to the substitute but it all looked ok. I wore the trainers once and they rubbed terribly. Once home I looked in the trainers and they were the wrong size.

I contacted the returns dept, stating I had worn them and they said to sent them back.
There has since been several emails and telephone calls, because the company wants me to pay for the trainers, even though I do not have them. I would not have worn them in the first place if I had known the size was incorrect.

The catalogue is placing non payment fees onto the cost of the trainers because until today I thought the outstanding balance of the trainers on my account was an admin error and haven't even thought of paying it! They have not been very clear that they expected me to pay.

Thank you,

bris

Phone them, explain they sent the wrong size and you returned them and ask they clear the account that relates to the trainers in question. They will have an answer for you.

needacoffee12

Thank you gor replying.I have contacted them via email and one telephone call, which I was told it will be sorted. I'm worried while this is being discussed the non payment fees will escalate.