Awful with trying to return a TV via post - who is at fault? BT Shop or MyParcelDelivery?

3wishes15

Hi
I bought a Toshiba TV on Black Friday online from "BT Shop". It arrived on 01/12/2020 and quite frankly, was absolutely shocking. The quality of the TV was dreadful despite me troubleshooting significantly. I raised this with BT Shop as they were claiming that for me to have a refund, I'd have to post it back myself to Darlington, their warehouse. I was really annoyed about this because they said they'd only foot the bill of return postage if the TV was faulty, not just bad quality. However, after much back and forth, I accepted this and paid £30 for MyParcelDelivery (through UPS) to collect my TV and take it back to BT Shop Darlington.

Yesterday, I checked the tracking on MyParcelDelivery, and noticed that BT Shop REFUSED it on 04/12!!! BT Shop's phone lines have been turned off in Covid so I've instead been emailing them which is frustrating enough in itself. They are doubting they would have refused it, but have said they will check with the warehouse to see what went wrong. No reply yet, and they take days to reply at a time.

Meanwhile, I spoke to MyParcelDelivery on Live Chat yesterday, who said they would get in touch with UPS and try and attempt a re-delivery.

I check tracking on MyParcelDelivery this morning, only to see that my TV is now at a UPS facility in my local city, so I can only imagine its about to be delivered to me!? I spoke to MyParcelDelivery on Live Chat, who were useless, and said I needed to send an email. I've had an automated response but god knows how long this will take. I asked on Live Chat what on earth I do if the parcel comes back to my house? Do I take it?! The Live Chat assistant simply couldn't answer and said it was "above his pay grade" and I'd have to wait for the email response. He suggetsed one option would be to take the parcel in and then set up another re-delivery attempt online and "hope" MyParcelDelivery don't charge me?!

Where on earth do I go from here? It may be days before either BT Shop or MyParcelDelivery get back to me, by which time I may well be  lumbered with a TV I don't want!  Will BT Shop hold it against me if I post it back AGAIN, taking me outside of their 14 day returns policy, despite this not being my fault?

This is causing me a lot of stress as its such an expensive item. None of this is my fault and I could really do with some help

Thank you

JJ_Egan

My Parcel Delivery are responsible for the delivery .

Is the return address correct .

Valli

How did you pay for this item?

3wishes15

JJ_Egan said:

My Parcel Delivery are responsible for the delivery .

Is the return address correct .

Sorry, I should have mentioned this - yes, 100%. BT Shop have confirmed this. I showed them the picture of the UPS Packaging label I attached to the TV!

3wishes15

Valli said:

How did you pay for this item?

Credit Card..... I hope that was a wise move?! However I paid for the return postage (£30) on my debit card

Valli

3wishes15 said:

Valli said:

How did you pay for this item?

Credit Card..... I hope that was a wise move?! However I paid for the return postage (£30) on my debit card

Excellent move - you have additional protection.  

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#goods
takes you to the part of the forum with the guidance you need.  More experienced posters than I will advise but you can also claim under section 75 and I *think* (though others may know better), that your (failed) attempt to return puts you in line to claim a refund on your credit card.  

3wishes15

Valli said:

3wishes15 said:

Valli said:

How did you pay for this item?

Credit Card..... I hope that was a wise move?! However I paid for the return postage (£30) on my debit card

Excellent move - you have additional protection.  

Thats a bit of a relief, thank you. However I'm still worried I'm going to have to end up paying two lots of postage (2 x £30!) for this TV. And thats only assuming BT Shop take my TV the next time, if they refuse again I'm going to end up in the same situation and another £30 down. And thats not beyond the realms of possibility given that by the time it gets back to them it could be past the 14 days return period?

I'm totally confused as to who would be responsible for paying me back the second lot of £30 for postage, if it comes to that. BT Shop because they refused the parcel (even though they are saying they didn't?), MyParcelDelivery because they didn't sufficiently deliver my TV? What if there is a stalemate and neither of them take responsibility for not accepting it in the first place? Who stumps up that £30 charge?

3wishes15

Valli said:

3wishes15 said:

Valli said:

How did you pay for this item?

Credit Card..... I hope that was a wise move?! However I paid for the return postage (£30) on my debit card

takes you to the part of the forum with thr guidance you need.  More experienced posters than I will advise but you can also claim under section 75 and I *think* (though others may know better), that your (failed) attempt to return puts you in line to claim a refund on your credit card. 

Great, thats a relief re: refund, would I just be able to keep the TV in that instance!? 
What about postage costs as I've asked above? My worry is i'm going to get absolutely rinsed trying to send the thing back!! I can't keep forking out £30 a time whilst BT Shop refuse my parcel over and over?

Thank you!

the_lunatic_is_in_my_head

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

Offer BT proof of return and advise them to refund as per the above. 

3wishes15

the_lunatic_is_in_my_head said:

www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

Offer BT proof of return and advise them to refund as per the above. 

Thank you!
I've already shown proof of my tracking to BT Shop which shows MyParcelDelivery saying BT Shop refused the item. BT Shop aren't offering to stump up my refund. 

What do I do if UPS deliver my TV back to my home today? Do I accept (following which surely BT Shop can say "well you still have the item, so we won't refund you") or tell the UPS Driver to take it back to the warehouse!? 

Valli

If it comes back, keep it.  (rather than have it 'in the system, and let them arrange collection).

You have proof of return.