Company claiming returned item is damaged

nifgriff

I bought a coffee machine for £526 and when it arrived it had been used, there was coffee everywhere and water running from the tank. The coffee machine stank, I immediately took photos and emailed the company. They said they would send a replacement and collect the substandard machine 2 days later (that didn’t happen). They eventually collected the machine but never sent me a replacement-I waited 5 weeks. I contacted them and they said I had not had replacement/refund as when the substandard coffee machine arrived back with them it was damaged and that they were investigating with the courier. I contacted the courier myself who stated no claim had been logged with them. Now I don’t know where I stand-I have no refund or no coffee machine. I did not return the coffee machine in it’s original box as the box was heavily soiled due to water and coffee leaking. I did package the machine appropriately in a ridged box, of the correct size and the courier was happy to take it from me. I’ve looked at reviews for this company and other people have rated them poor as their items have been not as described and they’ve not been issued refunds. Any help and advice would be much appreciated. 

DoaM

How did you pay? Debit card? Credit card? Something else?

nifgriff

Hi I paid using PayPal. Thanks 

Lomast

Is this a business purchase? £500 for a coffee machine seems very high for a domestic machine

nifgriff

Hi,
Not a business purchase, it is a SAGE bean to cup coffee machine-they are quite costly. Something I’ve always wanted and saved up for quite a while to buy. I’m devastated that I’ve been left in a situation where I’ve spent the money, but have nothing to show for it. 

DoaM

nifgriff said:

Hi I paid using PayPal. Thanks 

I was hoping you weren't going to say that ... a CC or DC would have made life a lot easier.

Do you have tracking to prove that the seller has the goods back? If yes then raise a Paypal claim.

ToxicWomble

Lomast said:

Is this a business purchase? £500 for a coffee machine seems very high for a domestic machine

Nah that’s the cheap end of mid range of would say

nifgriff

Yes I have the receipt from parcel force Which says I returned the item and have submitted it all to PayPal along with an Email from Parcel Force which states that the the company in question had not contacted them or made a claim for damages with them. They told me they were ‘investigating along with Parcel Force’ how the machine got damaged-that simply wasn’t true. I guess I’m wanted to know what happens if PayPal don’t act in my favour. Where do I go from here?  

DoaM

LBA to the seller followed by MCOL claim is your course of last resort.

nifgriff

And also how likely are PayPal to act in my favour given it’s my word against theirs about the damage. 

nifgriff

Hi DoaM, thanks for responding. What is LBA and MCOL thanks.