The Range - Internet Purchase. Vent and Warning

Valerie8

Ordered x6 Brown coffee mugs. Received x 3 Brown and x3 Green. 
Phoned The Range Customer Service. They said that it was a warehouse pick error and that whilst I was at liberty to do what I wanted with the x3 Green, they would not refund me in full because they considered to do this was a "change of mind" and therefore not refundable. I received 1x refund of the original delivery cost £3.95.
After many discussions on the phone (with Order Escalations) arguing over who would pay for the return of the entire order and also emails to OE citing Consumer Rights Act 2015 and Consequential Loss (all of which they either ignored or refuted) I advised that I would be returning the whole order - and subsequently received three emails advising that, on receipt of returned items, I would get 1x refund of £8.97, another 1x refund of £8.97 and 1x refund of £17.94.
The Range have received the returned items - but only refunded me the x2 payments of £8.97 and are adamantly refusing to pay the advised £17.94 citing it as another warehouse error.
The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.
They are completely illegal and immoral and extremely unhelpful and I urge all to be warned and not buy anything online from this company.
I have been advised to issue an LBA and, if that is unsuccessful, issue a claim through Small Claim Court - but with their track record so far, I cannot help worrying that they will somehow wriggle out of this too and I will end up even worse off than now with the initial case cost then the hearing cost. 

Valerie8

Hasbeen. I sincerely apologise. I am so new to this and so don't know where to post. 
I need help rather than approbation. 
I do again apologise for getting it wrong. 
Sorry

JJ_Egan

Help is in the Consumer Rights section .

But your post is a vent and not as easy to read as an actual question on consumer rights .

Azari

Actually, Valerie, I can't see that your 'mistake' is that serious.

You wanted some help, so posted in the appropriate forum, you wanted to warn people, so you posted in the appropriate forum.

You will reach different, audiences with each post.

There used to be a note that appeared under your user name saying 'be nice to newbies'. Unfortunately, with the move to this ghastly new software that has gone.

Sadly, there are people here who just love pointing out peoples mistakes - and not in a helpful way. I'm sorry that you initial experience here has been so unhelpful, but note that you did get some ideas in the other forum. Now that you've posted information on their appalling customer service stance on this forum 'The Range' have gone on my 'No Buy' list, and probably that of anyone else with any sense. So, each post did something useful!

shaun_from_Africa

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

Zedicus

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

hollydays

Zedicus said:

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

Lol. Do you have any actual advice for the OP.

Zedicus

hollydays said:

Zedicus said:

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

Lol. Do you have any actual advice for the OP.

Yes, do you?


My advice:  I'd advise concentrating on the main issues, not pedantic side points

shaun_from_Africa

Zedicus said:

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

It's far from being pedantic.
When claiming from anyone, if possible you are expected to keep your costs to a reasonable level so if the OP paid £14+ when there was a cheaper and similar delivery service available, they may struggle to get this refunded in full.

hollydays

Zedicus said:

hollydays said:

Zedicus said:

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

Lol. Do you have any actual advice for the OP.

Yes, do you?

What is your advice?Mine is on the Ops other thread

hollydays

Zedicus said:

hollydays said:

Zedicus said:

shaun_from_Africa said:

Valerie8 said:

The three refunds I have received have covered the initial purchase cost of £21.89 but I am out of pocket £14.31 to return the items - and they would only refund once items were returned.

£14.31 seems very expensive for sending 6 coffee mugs. Which service did you use?

I'm fascinated to know what relevance that has to a company flouting trading laws.
OP, I'd advise concentrating on the main issues, not pedantic side points.

Lol. Do you have any actual advice for the OP.

Yes, do you?


My advice:  I'd advise concentrating on the main issues, not pedantic side points

Thanks for the edit.😂 Adviser of the day😂