B n Q refund policy

vickk

I recently ordered a replacement toilet seat from BnQ online. Paid on my credit card £60. The item was delivered next day, however it was the wrong item and of no use. It took days to get in touch with their customer services as it constantly hung up after pre recorded messages. When I eventually got in touch they sent an email confirming refund saying that would take up to 7 days and that I would be contacted to arrange collection of the product. 8 days and been in touch with them as refund not yet paid. They are now saying they only process the refund after they get the product back. So I put it to them that means if they never bother to collect the item then they keep my money and she says that's the system and the collection team are very busy. She has passed my comments on and said they will be in touch without a timescale. Not really knowing the answer I said surely this can not be allowed under the distance selling rules and she just appologised and said that's the way it is. Is she correct, can I do nothing?

cymruchris

If your toilet seat is your only worry at the moment - then you’re in a very good place. Have you noticed the chaos that’s happening outside the window lately? Companies that closed down? Staff working from home? Huge swathes of people off sick or self isolating? And the little issue of a pandemic happening? At this time we all need a bit of patience to get things resolved. They will all get resolved - including your toilet seat. You need some patience, things are not happening at their regular speeds right now. They will definitely collect your toilet seat, they will definitely refund it, it will just take longer than usual based on what’s going on in the world. You have your communications on record - so don’t worry. Focus on more important things and give them a chance to resolve your issue. We don’t know for certain - but I imagine they will be running their customer service operation with a reduced staff who are not in the office, but working from home with likely reduced access to systems. Couriers are working around the clock trying to get deliveries out on time as a priority, including your original toilet seat delivery, and collections have taken a back seat because of that. Additionally - they can prove the journey of your product to you as likely virus free, due to the measures they have in place. The same can’t be said for collections from customers houses, there’s a risk there, and as such some couriers are restricting their collections. So, in summary, go get a glass of something cold, relax, and Forget about your toilet seat. It will resolve itself. 

Aylesbury_Duck

In the current circumstances, there's not much else you can do other than be patient.

[Deleted User]

vickk said:

I recently ordered a replacement toilet seat from BnQ online. Paid on my credit card £60. The item was delivered next day, however it was the wrong item and of no use. 

Was this the "wrong item" as in you ordered one product and received another? Or did you simply order the "wrong item" in error? 

If the former, then I think you have a right to expect to have the correct item delivered to you even if they won't yet uplift the incorrect one. 

If the latter, then you'll just have to be patient and either sit on the pan or order the correct one and wait for your £60 refund in due course...

davidmcn

You have the right to do something, but in practice that's a small claim, and the courts are even more disrupted at the moment than retailers' customer service departments. So you'll probably just have to wait.

vickk

Moneyineptitude said:

vickk said:

I recently ordered a replacement toilet seat from BnQ online. Paid on my credit card £60. The item was delivered next day, however it was the wrong item and of no use. 

Was this the "wrong item" as in you ordered one product and received another? Or did you simply order the "wrong item" in error? 

If the former, then I think you have a right to expect to have the correct item delivered to you even if they won't yet uplift the incorrect one. 

If the latter, then you'll just have to be patient and either sit on the pan or order the correct one and wait for your £60 refund in due course...

Former

[Deleted User]

vickk said:

Former

So get back in touch and explain this very carefully to the  operator. Tell them you appreciate they aren't currently processing refunds or uplifts, but you are still without a useable toilet seat entirely due to their error. Tell them you understand they cannot uplift the incorrect item, but would it be possible for them to instead just deliver the correct item. If they don't comply with your request, ask to speak to a supervisor or Manager. Obviously you'll have to undertake to store the wrong item until such time as they accept returns..

Do make sure that it is definitely they who have delivered a different item to what you ordered or you'll just end up with two unusable seats...

cymruchris

vickk said:

cymruchris said:

If your toilet seat is your only worry at the moment - then you’re in a very good place. Have you noticed the chaos that’s happening outside the window lately? Companies that closed down? Staff working from home? Huge swathes of people off sick or self isolating? And the little issue of a pandemic happening? At this time we all need a bit of patience to get things resolved. They will all get resolved - including your toilet seat. You need some patience, things are not happening at their regular speeds right now. They will definitely collect your toilet seat, they will definitely refund it, it will just take longer than usual based on what’s going on in the world. You have your communications on record - so don’t worry. Focus on more important things and give them a chance to resolve your issue. We don’t know for certain - but I imagine they will be running their customer service operation with a reduced staff who are not in the office, but working from home with likely reduced access to systems. Couriers are working around the clock trying to get deliveries out on time as a priority, including your original toilet seat delivery, and collections have taken a back seat because of that. Additionally - they can prove the journey of your product to you as likely virus free, due to the measures they have in place. The same can’t be said for collections from customers houses, there’s a risk there, and as such some couriers are restricting their collections. So, in summary, go get a glass of something cold, relax, and Forget about your toilet seat. It will resolve itself. 

Of course I know whats going on outside, Ive not been out the door for 8 weeks as shielding. I dont really need a lecture from you I was only asking what was the legal rules on distance selling 

The legal rules - and the reality will currently be two very different things. It’s not a lecture - it’s where we are and why we’re there. My comment isn’t personal - you’ll either just have to sit and wait - or you can start legal proceedings and see where that gets you in the current climate. If you already knew everything I said - then you’d know the answer to your question before you posted it - be patient - be reasonable - it’ll sort itself out in the end. And if for any reason you don’t have a toilet seat - you already have in writing that they will process the return - so go ahead and order another one, which will no doubt be delivered very quickly, as that’s where the courier priorities are for the moment. 

born_again

TBH. If you really want the refund. Then take it to one of their open stores. You will be able to get a replacement at the same time as well.

McKneff

born_again said:

TBH. If you really want the refund. Then take it to one of their open stores. You will be able to get a replacement at the same time as well.

,best quote here....

[Deleted User]

born_again said:

TBH. If you really want the refund. Then take it to one of their open stores. You will be able to get a replacement at the same time as well.

Unfortunately, the stores are not processing refunds either at present. 

In addition, the Op is 'shielding' and cannot attend a store..