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

3wishes15

Hi everyone, update:
- BT Shop: I've referred them to the Consumer Goods Contracts Regulations 2013 as a poster referenced to, outlining they need to refund my TV as I have shown them proof of it being sent to them, despite the fact they refused it. Awaiting response
- MyParcelDelivery, who are equally as useless, have emailed me back and said "the TV is coming back to you, tough luck, re book a delivery" basically.  The likelihood is I'm going to have to pay £30 twice now for return delivery, when the fact that my item wasn't delivered was not my fault. What do I do about this? This is a real concern of mine, especially since I don't think I should have had to pay £30 for returns in the first place. £60 is a lot of money for me   

3wishes15

DiddyDavies said:

3wishes15 said:

Okay interesting, thank you. What would I then do in the following scenarios:
- Box/TV is damaged. I have paid out for full insurance with the courier so this should be covered by them, so I would action that claim process. 

Which courier did you use as a few of them specifically exclude TV's and monitors from compensation in the case of damage.

MyParcelDelivery who outsourced to UPS. I hope to god they cover TVs because I found their service by googling couriers that specialise in TVs....!!!

3wishes15

Sandtree said:

3wishes15 said:
Okay interesting, thank you. What would I then do in the following scenarios:

- Box/TV is damaged. I have paid out for full insurance with the courier so this should be covered by them, so I would action that claim process. If the courier then agree to cover the cost, would that money go to me, and I keep the TV? Or to BT Shop on the expectation I send the TV back to them damaged?

If the TV has been damaged by the courier you would be entitled to recover the value from the courier. If you havent been paid out by BT then you keep the monies the TV technically becomes the property of the courier though in practice they are unlikely to want it (but confirm before disposing of it)

If BT had already paid you a refund for the TV then you’d in theory need to pay the courier compensation to BT else it would be unjust enrichment. TV still becomes the couriers.

Thank you.
What about if my TV turns up undamaged? Where do I go from there? Demand BT refund me because I've already attempted to send it back once? Or re-send it back?

3wishes15

Another thing to note, the email from MyParcelDelivery says "Our apologies but your parcel is on its way back to you. It takes about 14 days for the return"

14 days!??! So I may not get my TV back for another 14 days? By which point , when I send it back again, BT could surely exercise the right not to accept a return as it would reach them way way after their 14 day policy for returns?

I can honestly see me having to approach credit card company or small claims court for this?

MattMattMattUK

I use UPS a lot for work, their returns window for a rejected delivery within the UK is "up to 14 days", usually however it is 1-2 working days following rejection of the consignment by the recipient and most of the time I get the items back the next day.

3wishes15

MattMattMattUK said:

I use UPS a lot for work, their returns window for a rejected delivery within the UK is "up to 14 days", usually however it is 1-2 working days following rejection of the consignment by the recipient and most of the time I get the items back the next day.

Thanks Matt, I appreciate this, but i'm still pushing it for time even if it is 1-2 days; I purchased the TV on 27/11/2020 so presumably BT will only accept a return up until 11/12/2020, 14 days later, EVEN THOUGH I have tried my best to return it on 03/12/2020 and it was rejected!?

3wishes15

Update: Email sent to CEO of BT asking for refund of both money for TV and money I paid for delivery back as doing so would put them in breach of The Consumer Contracts Regulations Act 2013 Reg. 35 as a previous poster linked me to (although Im a bit confused between the difference of that Act and the Consumer Rights Act 2015 and which one would have been best to quote!). I attached screenshots of my bill for the TV and postage, tracking info which evidences that BT refused my delivery, screenshots of my conversations with BT so far, screenshots of their website where they do not say anything about customer having to pay for delivery, etc etc.

Anything else I can do?