Help / Advice Needed

Valerie8

Hello All
New to this so please forgive me if I have posted incorrectly.
I am in dispute with THE RANGE concerning an order placed on-line. My order was for x6 Brown mugs; I received x3 Brown and x3 Green. The Range have told me that although they accept that their warehouse selected the wrong colour (ie Green), their policy does not allow me to return the order at their expense because it is classed as a "change of mind"
With the help of Citizens Advice I have written to them to refute this under the Consumer Rights Act 2015 and also Consequential Losses (they refused to accept both). I have also asked them if they are members of an ADR to try and get this resolved - which they are not.
I have since received refunds from The Range to cover my initial purchase cost but they are absolutely refusing to refund me the cost of return (£13.41). I have emails from The Range advising that, on receipt of the returned goods, I would receive three refunds : two for £8.97 and one for £17.94. I have actually received one refund for £3.95 and two for £8.97 but they are absolutely refusing to honour the refund of £17.94, citing yet another warehouse error.
I could take them to Small Claims Court but I am now very worried that, once they have received the Court Issue, they may only then decide to refund my postage - but then refuse to pay the cost of my application (£25 I believe just to start the procedure), which will leave me even more out of pocket than I am now.
The woman on Order Escalations (Emma) is seemingly taking great pleasure in being obdurate, intransigent and downright bloody minded.
I am absolutely at my wits end and just do not know what can be done to resolve this.
Please, please Help
Thankyou

JJ_Egan

Sub £20 i would write it off and save your wits .

Or before court action send an LBA  letter before action .

Google for templates.

Valerie8

Hi JJ
I would write it off but I just feel they are taking the p*** and knowingly flouting the law and my rights.
I just hate being so badly / unfairly treated and wish they could be forced to adhere to law and not impose such wrong decisions, not just me but any other potential customers who fall foul of their draconian and immoral business practices.
I am on very limited income and so to lose the best part of £15 through a wrongly picked order, really hurts. 

the_lunatic_is_in_my_head

I would complain on their Facebook or Twitter account specifically noting in public view that you received green mugs rather than brown but they are refusing to refund the return costs for their mistake

Valerie8

Unfortunately, not an option. I don't have any social media accounts. Don't understand it so don't use it. But thanks

Valerie8

Unfortunately not an option for me. I don't have social media accounts cos I don't understand or trust it. But thankyou

MovingForwards

Valerie8 said:

Unfortunately not an option for me. I don't have social media accounts cos I don't understand or trust it. But thankyou

This is a social media account, it's not really any different from Facebook, Twitter or other platforms.

If you can buy things online, you can use the internet.

So, either write a letter before action and issue court proceedings; if you win you get your fees back, if you lose them you get nothing.

Or, let it go and take your custom elsewhere.

maisie_cat

I can't help with your problem, but it is useful to know when retailers act like this way in the face of their mistakes. Pick errors are  common but most online retailers deal with it quite well and for low value items will usually refund without any fuss.
I once ordered glass jars from dunhelm and they arrived with half smashed. They kept sending deliveries, each one had smashed items, until I eventually had the number I'd ordered. I was impressed, with hindsight they should have just refunded me it would have cost them less!

hollydays

Bizarre service from the Range. I'd get a friend to keep hammering at them on social media if possible . Another old thread here. They wrote to head office. https://forums.moneysavingexpert.com/discussion/4934664/the-range-refusing-to-refund/p1 It seems their terrible customer service is well known and people with similar issues to you are taking to posting reviews on Trustpilot.They seem to have a company rep on there, so I'd post on there , telling them how they are refusing to fully refund you for an item that was not as described , which is breaking the law. Hopefully you then get a response in a few days 🙂 Come back and tell us what happened.