Issue with Hughes not being able to collect TV due to Covid - I should be entitled still to refund?

kineticmix

I purchased a TV through Hughes and I made sure they had returns policy where they would collect the TV and have it fully insured to be returned even at an additional cost of £50.

In the meantime whilst waiting for the TV to be delivered from Hughes, I was able to purchase a better TV for cheaper from Richer Sounds. Once the TV was delivered from Hughes, I emailed them and told them I wanted to return it.

To cut a long story short, they have told me that the courier company they used to deliver the TV originally in Northern Ireland, is unable to do collections because of Covid-19 and that I would have to hold onto the TV until they started doing collections again.

I purchased the TV using PayPal Credit as they had a 0% deal for 12 months, which I took advantage off. I have just logged a complaint with them through there Resolution centre as I do not want to be paying monthly instalments for a TV I am not keeping and wanted to return. Hughes are still saying there is nothing they can do for me until the TV is collected.

Legally am I entitled to a refund, as I followed Hughes return policy and let them know straight away that I didn't want the TV? Will PayPal uphold my decision do you think as I am not in the wrong?

Aylesbury_Duck

kineticmix said:

I purchased a TV through Hughes and I made sure they had returns policy where they would collect the TV and have it fully insured to be returned even at an additional cost of £50.

In the meantime whilst waiting for the TV to be delivered from Hughes, I was able to purchase a better TV for cheaper from Richer Sounds. Once the TV was delivered from Hughes, I emailed them and told them I wanted to return it.

To cut a long story short, they have told me that the courier company they used to deliver the TV originally in Northern Ireland, is unable to do collections because of Covid-19 and that I would have to hold onto the TV until they started doing collections again.

I purchased the TV using PayPal Credit as they had a 0% deal for 12 months, which I took advantage off. I have just logged a complaint with them through there Resolution centre as I do not want to be paying monthly instalments for a TV I am not keeping and wanted to return. Hughes are still saying there is nothing they can do for me until the TV is collected.

Legally am I entitled to a refund, as I followed Hughes return policy and let them know straight away that I didn't want the TV? Will PayPal uphold my decision do you think as I am not in the wrong?

They are entitled to wait until they have the TV back before issuing a refund.

kineticmix

I can understand that they would like to wait until they get the TV for a refund to be issued. BUT I have the TV sitting here unopened in the box waiting for them to collect it and take it back. Therefore that is an issue with them not being able to collect the TV.
Under my rights should I not be entitled to have the money paid back to PayPal? I have fulfilled my obligations by letting them know I do not want the TV anymore, under the 14 days grace and having the TV sitting waiting for the TV to be collected again.
So I do not understand why I legally should have to start paying monthly payments for a TV through PayPal for something which I have told them I want to return?

Aylesbury_Duck

If they can't collect at the moment (which is perfectly reasonable) then I'm afraid you just have to sit tight until they can collect.  In the meantime, unless you can negotiate a freeze in the payments with Hughes, you should continue to make payments which will be refunded when you are eventually able to return the TV.  

You aren't entitled to your money back until they are in possession of the TV.  It's as simple as that.  It's not your fault they are unable to collect, but it's not theirs, either, so I'm afraid patience is required.

born_again

So you ordered a TV, then found another better/cheaper one. Yet still took delivery of the one you did not want?
Why not cancel the order before they delivered, or ask the courier that it is not required and to take it back...

kineticmix

born_again said:

So you ordered a TV, then found another better/cheaper one. Yet still took delivery of the one you did not want?
Why not cancel the order before they delivered, or ask the courier that it is not required and to take it back...

Yes that is correct, I seen a better deal on a better TV, which was found the day before the original TV was delivered.
Is there an issue with that?

Aylesbury_Duck

kineticmix said:

born_again said:

So you ordered a TV, then found another better/cheaper one. Yet still took delivery of the one you did not want?
Why not cancel the order before they delivered, or ask the courier that it is not required and to take it back...

Yes that is correct, I seen a better deal on a better TV, which was found the day before the original TV was delivered.
Is there an issue with that?

I think the point being made was why didn't you simply turn the courier around the next day, asking him to take the TV back?  By accepting delivery, you've put yourself in this tricky position where you are obliged to store the TV until Hughes are able to collect it, and can't have a refund until that happens.

bris

Under the circumstances their solution is perfectly reasonable. You created your own problem and the situation just now will not be seen as them breaking your legal rights.

You could of course use your own courier to return it.

powerful_Rogue

kineticmix said:

I purchased a TV through Hughes and I made sure they had returns policy where they would collect the TV and have it fully insured to be returned even at an additional cost of £50.

In the meantime whilst waiting for the TV to be delivered from Hughes, I was able to purchase a better TV for cheaper from Richer Sounds. Once the TV was delivered from Hughes, I emailed them and told them I wanted to return it.

To cut a long story short, they have told me that the courier company they used to deliver the TV originally in Northern Ireland, is unable to do collections because of Covid-19 and that I would have to hold onto the TV until they started doing collections again.

I purchased the TV using PayPal Credit as they had a 0% deal for 12 months, which I took advantage off. I have just logged a complaint with them through there Resolution centre as I do not want to be paying monthly instalments for a TV I am not keeping and wanted to return. Hughes are still saying there is nothing they can do for me until the TV is collected.

Legally am I entitled to a refund, as I followed Hughes return policy and let them know straight away that I didn't want the TV? Will PayPal uphold my decision do you think as I am not in the wrong?

Paypal will expect you to return the TV and show tracking information prior to refunding you.

kineticmix

Aylesbury_Duck said:

kineticmix said:

born_again said:

So you ordered a TV, then found another better/cheaper one. Yet still took delivery of the one you did not want?
Why not cancel the order before they delivered, or ask the courier that it is not required and to take it back...

Yes that is correct, I seen a better deal on a better TV, which was found the day before the original TV was delivered.
Is there an issue with that?

I think the point being made was why didn't you simply turn the courier around the next day, asking him to take the TV back?  By accepting delivery, you've put yourself in this tricky position where you are obliged to store the TV until Hughes are able to collect it, and can't have a refund until that happens.

That's a fair statement to make. But if Hughes had of stated on there website that returns may possibly not happen due to Covid, then I would not have ordered the TV.

I believe Hughes have a responsibility to keep there customers fully up to date, if there normal operating procedures may be affected by Covid for returns as well as orders. So if returns are being affected, then why have they not updated there website to address this?

Aylesbury_Duck

kineticmix said:

Aylesbury_Duck said:

kineticmix said:

born_again said:

So you ordered a TV, then found another better/cheaper one. Yet still took delivery of the one you did not want?
Why not cancel the order before they delivered, or ask the courier that it is not required and to take it back...

Yes that is correct, I seen a better deal on a better TV, which was found the day before the original TV was delivered.
Is there an issue with that?

I think the point being made was why didn't you simply turn the courier around the next day, asking him to take the TV back?  By accepting delivery, you've put yourself in this tricky position where you are obliged to store the TV until Hughes are able to collect it, and can't have a refund until that happens.

That's a fair statement to make. But if Hughes had of stated on there website that returns may possibly not happen due to Covid, then I would not have ordered the TV.

I believe Hughes have a responsibility to keep there customers fully up to date, if there normal operating procedures may be affected by Covid for returns as well as orders. So if returns are being affected, then why have they not updated there website to address this?

I think you need to be a little more forgiving.  I've no idea how big Hughes are or what their working practices are but I suspect they've been sideswiped by the virus as most businesses have been and are more concerned with ensuring their business survives than they are about updating their website for fickle customers.  Many businesses closed operations down extremely quickly once government advice changed.  They didn't get weeks of notice.

I think you also have to acknowledge that you haven't really played by the spirit of the rules, either.  Placing an order, then one day before it arrives, buying from elsewhere and cancelling the first order has hardly helped the situation.  As much as you think Hughes should have acted with the virus in mind, they might level the same accusation at you.  You did all that in the middle of a pandemic when normal businesses have all but closed.