Delivery/return gone wrong: who is responsible?

unholyangel

They haven't complied with their legal obligations if they've provided a po box - they're required to give a geographical address. Not that it will be much help if you don't get the goods back/they aren't delivered.

This company have only been incorporated since may 2020 but I noticed their terms and conditions seem to have been written for a different company, one that has the same registered address and directors - woolovers ltd. But the po box they claim is their registered address, is not their registered address (well, both are same address just ones masking the address as a po box).

They seem to try very hard to appear above board but clearly don't have a clue what they're doing. Their terms are a mess - mentioning different company, repeating the same term or having clause 3.2 no less than 3 times and saying a different thing each time. 

The terms mention cancelling under the EU rights but they fail to give a geographical address (as required by that same right). Plus, no indication if they provide it all in durable medium or just website. 


I'd steer clear in future - they may not be scammers but they are quite clearly a cowboy operation who don't have a clue what they're doing. 

Beenie

It's all very well saying use the post office but I am unable to leave the house, except for medical/chemo appointments. Also, the website does not say it is mandatory to use Royal Mail, it's a suggestion. Housebound customers need to use a courier, so I am not apologising for failing to guess what their preferred method of returns is. 

Pure Collection cashmere was liquidated earlier this year (I now find) and were taken over by Woolovers. I thought they were 'rescued' and a reliable company again, but clearly not. 

unholyangel

Beenie said:

It's all very well saying use the post office but I am unable to leave the house, except for medical/chemo appointments. Also, the website does not say it is mandatory to use Royal Mail, it's a suggestion. Housebound customers need to use a courier, so I am not apologising for failing to guess what their preferred method of returns is. 

Pure Collection cashmere was liquidated earlier this year (I now find) and were taken over by Woolovers. I thought they were 'rescued' and a reliable company again, but clearly not. 

You're looking at the wrong company. Search by the company number they give on their website (which is 12591963). 

theonlywayisup

Beenie said:

It's all very well saying use the post office but I am unable to leave the house, except for medical/chemo appointments. Also, the website does not say it is mandatory to use Royal Mail, it's a suggestion. Housebound customers need to use a courier, so I am not apologising for failing to guess what their preferred method of returns is. 

Pure Collection cashmere was liquidated earlier this year (I now find) and were taken over by Woolovers. I thought they were 'rescued' and a reliable company again, but clearly not. 

No use to you now but Royal Mail collect so you could have used them.

https://www.moneysavingexpert.com/news/2020/10/royal-mail-launches-72p-parcel-pick-up-service---how-it-works/

Beenie

is this a relatively new service? I have been housebound since March and I am almost sure you had to go to the PO with your parcels, they didn't collect.

theonlywayisup

Beenie said:

is this a relatively new service? I have been housebound since March and I am almost sure you had to go to the PO with your parcels, they didn't collect.

Yes, I don't know the date it started but the MSE article I linked to is October 2020. 

The Post Office don't collect.  The Post Office is where you go to buy a service provided by Royal Mail (amongst others).  Royal Mail will collect and you manage the whole thing online. 

Beenie

As you say, no good for me now but something to bear in mind if I ever need to return items again. Most of the national companies have a sensible (and legal) geographical address so this problem has not occurred for me before. 

born_again

Beenie said:

As you say, no good for me now but something to bear in mind if I ever need to return items again. Most of the national companies have a sensible (and legal) geographical address so this problem has not occurred for me before. 

I would also contact the company before returning anything as well. They may want you to include a RMA number so they can track it. Especially if they have outsourced returns to a 3rd party fulfilment center, who deal with lots of companies.