Sports Direct problem - help!!

kateshep_2

Hi there
I know you guys are very knowledgeable on these sorts of things - I'm having an issue with sports direct. I ordered a personalised football shirt (with name, number and badge on it) from them but they sent out the wrong shirt - I think it's someone elses order as the personalisation is all completely wrong. I've contacted them today to get the right shirt sent out but they are saying I need to return the wrong shirt with a note in the parcel about what happened in the package to their warehouse before they send out the correct shirt. I'm happy to send the other shirt back but the mistake was theirs and I'm worried that this note will get lost somewhere in the warehouse and I have no guarantee they will send out the right item. Surely by law they either need to send me the right shirt or issue a refund - surely it shouldn't be conditional on them receiving the wrong item back? Help please!
thank you 
Kate

powerful_Rogue

kateshep_2 said:

Hi there
I know you guys are very knowledgeable on these sorts of things - I'm having an issue with sports direct. I ordered a personalised football shirt (with name, number and badge on it) from them but they sent out the wrong shirt - I think it's someone elses order as the personalisation is all completely wrong. I've contacted them today to get the right shirt sent out but they are saying I need to return the wrong shirt with a note in the parcel about what happened in the package to their warehouse before they send out the correct shirt. I'm happy to send the other shirt back but the mistake was theirs and I'm worried that this note will get lost somewhere in the warehouse and I have no guarantee they will send out the right item. Surely by law they either need to send me the right shirt or issue a refund - surely it shouldn't be conditional on them receiving the wrong item back? Help please!
thank you 
Kate

They are not going to send another shirt out or refund you until you return the incorrect item.

kateshep_2

Thank you but isn't that illegal - are they not bound by law to either deliver the correct item or a refund? Surely that must be law as it's a contract?

powerful_Rogue

kateshep_2 said:

Thank you but isn't that illegal - are they not bound by law to either deliver the correct item or a refund? Surely that must be law as it's a contract?

Course it's not illegal. Mistakes happen.

Send the incorrect item back and get a refund/replacement.

anmarj

quite easy, we sent back shoes my OH had ordered as they sent a size 15 instead of siz5 (not even on website) with note saying that they were wrong size, replacement came back with correct size along with note from the previous customer who had been sent the wrong size.....

Money_Grabber13579

kateshep_2 said:

Thank you but isn't that illegal - are they not bound by law to either deliver the correct item or a refund? Surely that must be law as it's a contract?

Yes, you are entitled to receive the item you have paid for or a refund. But equally, they are entitled to their goods back which you haven’t paid for. It’s unlikely that any business would ever send the replacement out before receiving the incorrect goods back again otherwise they would have the risk of never seeing them again. Of course, you shouldn’t be out of pocket for returning the incorrect goods i.e. they should cover the cost of the return postage or arrange to collect the shirt.

mattyprice4004

kateshep_2 said:

Thank you but isn't that illegal - are they not bound by law to either deliver the correct item or a refund? Surely that must be law as it's a contract?

No, because half the time people wouldn’t bother returning the incorrect item if they sent out a replacement item first.