Bathstore returns

Kassimmohammed

I recently bought some items from Bathstore online. The goods were delivered but I had a need to return some taps and a bathroom mirror. After phoning Bathstore to arrange the returns I was told that £50 would be deducted from the refund for the cost of return and I could only return through their arranged courier!! I was astonished that it was that much. The reason given was that the mirror was a fragile item and therefore a two man team had to come and pick it up, it was a box about 700mmx900mm and weighed about 10 kilos. I was also told that the £50 charge for returns on fragile items was in their T&Cs which were on their website, and they were, although I didn't know that the mirror was classed as a fragile item and the only way to tell was to add it to a basket on its own and identify what the delivery charge would be, and even then the cost fro delivery was only £25. Anyway I asked if I could arrange the return myself to which I was told no. Is this right, I am not allowed to arrange my own courier for returned items and therefore I am at the mercy of the store to charge me these high prices for returns? Anybody else have experience of this?

Spank

I didn't know that the mirror was classed as a fragile item? really, it's glass what did you think was fragile?
You could arrange your own courier (if they will take a mirror, some won't), but you take on any risks if something happens (loss or breakage) but they might not accept delivery.

the_lunatic_is_in_my_head

Their terms state:

7. CANCELLATION RIGHTS – GOODS ORDERED INSTORE, VIA THE INTERNET OR TELEPHONE

7.1 You will be entitled to cancel your contract with us in the following circumstances:

Internet, telephone and store orders where goods have not been installed and you are unhappy with the goods, for whatever reason, and notify us before the expiry of 30 days from the day on which the goods were received; or

Where goods supplied are faulty or not in accordance with the specifications of your order.

7.2 A refund will be reimbursed to you within 30 days from the day after the day on which the cancellation was made. This is subject to us being given reasonable opportunity to collect the goods. 

7.3 You are obliged to take care of any products that you intend to return to us. We ask you to ensure that returned items are complete and in the original packaging. Prior to collection we will ask for evidence the item is in its original packaging before we arrange a collection.

7.4 You will be responsible for the £50 cost of collecting unwanted large items, this will be deducted from the value of the product being returned, once we have confirmed receipt of the goods. Please ensure you are available on the day of collection as we will not collect items without also receiving a signature.

7.5 We cannot refund goods that have been damaged while in your possession.

7.6 We cannot accept small product returns in all of our stores due to space limitations, if you would like to return a small item, we can arrange this from your home. We cannot accept large items returned to stores, we will arrange this to be collected from your home at a cost of £50. Some fragile small items may require a large items collection service due to the value or fragility.

For a company that sells things like baths I don't think the average person would consider a 900x600 mirror a large item. 

I also think term 7.5 contravenes the CCRs. 7.3 may be on shaky grounds as well. 

I would go back and point out those terms and ask where fragile comes in to it? 

Diamandis

Have you been able to find a courier that will carry and insure glass items for less than £50?

SMENI

I purchased a bathroom from Bathstore end December promised delivery end January actual delivery middle February. Some items missing phoned them and received a few days later.  Bathstore advise not to arrange installation until goods received - fitter needed 2/3 weeks notice and was able to start on 25/3.  Realised that some items completely unsuitable and would need to be returned. Local branch unable to help said ring customer services which we did - after a few days of correspondence they advised us we were outside 30 days return period and unable to return items.  Correspondence again - said we are in lockdown situation can this not be sorted, willing to accept credit note etc. Again negative response - 30 days it is no deviation despite other companies being flexible at moment. It’s a lot of money to give up on and will write direct to CEO but has anyone else any ideas where we go now? Thanks