What can I do?

CoCo_N

Hello all,
Would appreciate any advice on what I can do in this situation:
I purchased some perishable goods online (cakes, bread & cookies). The company I purchased from sent items that were an absolute mess. Some lacking ingredients, some in poor packaging, all looking nothing like what was represented on their website. After contacting them and speaking to the most unhelpful customer services rep, I was told they would not be issuing a refund for any of the faulty products, even though I sent them pictures and videos of the carnage I received. I should also add it took 4 weeks to finally have the item delivered to me. They blame this all on the current state of the economy with Covid-19, but continue to advertise massive discounts on their website (70% off), which I believe in turn overwhelms them and prevents them from fulfilling duties in a timely manner. 

I was very upset that even with photographic evidence, they refused to acknowledge fault and said even replacing items would not me immediate (I could be waiting for another 4 weeks!)
They only offered to replace one faulty item but did not want to do anything about the other 4 that I mentioned.
Please what rights do I have to get some sort of refund for this? Can I send them back? I believe the law around perishable goods is a bit grey so not sure what I can do when it comes to dealing with a difficult vendor.
Many thanks in advance.

DoaM

How did you pay?

From what you describe then the goods did not conform to contract as they didn't match their descriptions. Therefore you have a right to reject. Depending on how you paid (and the amount) then you may be able to pursue this via your payment mechanism provider.

See the last post on page 1 of this thread as it somewhat relates to your situation and my suggestion above: https://forums.moneysavingexpert.com/discussion/6140329/the-range-refusing-a-refund-on-a-faulty-product/p1

CoCo_N

DoaM said:

How did you pay?

From what you describe then the goods did not conform to contract as they didn't match their descriptions. Therefore you have a right to reject. Depending on how you paid (and the amount) then you may be able to pursue this via your payment mechanism provider.

Hey, thanks for your reply.
I made payment via Klarna. I tend to use this format for companies I’m unfamiliar with. That way if it’s not up to standard, I can return the item without the hassle of waiting for a refund. To date, I’ve only done this once and it served me well.
In this instance however, I contacted Klarna and they have paused any payment whilst they investigate. I just wanted to be prepared beforehand. I must admit I wasn’t to confident with the rep I spoke to at Klarna either, who just chose to copy and paste generic responses repeatedly. It made me somewhat sceptical that it would be handled efficiently under investigation, but I want to remain positive and give them the benefit of the doubt.
Would it be worthwhile returning the item (recorded postage) accompanied with an email explaining why I have returned it? I’m also wary of time and have frozen the items in question for safe keeping. 

My fear is in returning the items and then to have my claim refused, thus losing out on both product and funds...

lincroft1710

How much did you pay?