Paying to return duplicated order

atarisrocks

I purchased some clothing online and while paying for it their server crashed so left it for 10-15 minutes to see if I received a confirmation email.
I did not so I placed the order again noting that my basket still had the items in so this had not cleared like it normal would after placing an order.
I received a confirmation email for this order.

The following day I received 2 email stating they have dispatched my items and saw that I have been charged twice.
I contact the company by email and social media but did not receive a response until 4 days later and they have informed me to send the duplicated order back and attached a return form.

First issue is that I will have to pay £8 to send it back or £12 if I want it tracked for a order that cost £18. Do I have to pay this as it was their mistake due to their servers crashing and due to them failing to inform me that the order went through the first time.

Also their return for state that I will get store credit which I do not want as this it is as stated above it is their mistake.

Do I have to accept credit and am I responsible for return shipping.

marliepanda

Can you reject one parcel at the door?

McKneff

Just refuse the delivery, simple as that

shaun_from_Africa

It's possible that as it's at least 5 days since the order/s went in they have already received both lots of goods.

marcarm

What company is it?

atarisrocks

I've already received it as the postman some how crammed it through the letter box. I rather not name the company.

Just looking for advice if legally I have to pay or do I have some sort of buyer protection

bris

Who's fault was it that it crashed? It could have been your end so how are they to know you didn't want to buy it twice, duplicate orders do happen so it's not really their fault is it? They are just following the same returns procedure they will do every day.

atarisrocks

The website crashed due to high traffic which they acknowledged on social media

Fosterdog

It shouldn't cost £8 to return it, for that price you could send it special delivery but there is no need to use that service for such a low value parcel. Just send it 1st or 2nd class with proof of posting and you will be covered for up to £20 which is adequate for the £18 item. It's only going to be classed as a large letter or small parcel if it was small enough to fit through your letterbox.

peachyprice

atarisrocks wrote: »

Also their return for state that I will get store credit which I do not want as this it is as stated above it is their mistake.

They can't give you store credit, they have to give a refund. Which online store is this?

DoaM

peachyprice wrote: »

They can't give you store credit, they have to give a refund. Which online store is this?

They can give store credit if the consumer agrees, but they can't unilaterally insist on it.