Indesit/Whirlpool Customer Service - returns process & charges

Dubs

Just wondering if anyone can point me in the right direction as I'm getting nowhere with company direct, regarding a replacement oven door I ordered on my mums behalf:
Ordered over the phone direct with Indesit at the cost of £72.  No email confirmation received.  I called within an hour of ordering to cancel as local repair shop got back to me to say they could get it for £51. Indesits automated phone system passed me around several times before cutting me off; tried several times next day and eventually got through.

I asked if they offered price match, was told no, so asked to return as the £21 too much of a difference to pay. I was told that it was too late to cancel but I could refuse the delivery.  Unfortunately I wasn't at my mums when it was delivered so it was left. Called to arrange returning it, again several attempts, got passed around from one department to another, got cut off, called back and so it went several times over.  Eventually I was given an address to return to, I asked for a returns label and was told they didn't provide them, I had to return at my own cost.  Not happy, as I hadn't been told this but went ahead and it cost £7 sent 1/4/21.

26/4/21 I hadn't received the refund, called CS (several attempts, transferred to wrong department....)  and was told it had been refunded 7/4 but for some reason hadn't gone through.  A few days later I could see the return on my card but it was only for £56 so I called and was told
"The difference between the amounts is the delivery charge. The refund issued is the total of the part ordered.
The order was selected on urgent next day delivery. As this was delivered the following day via Hermes we will be unable to refund the charge.
I apologise for any inconvenience caused."

I never asked for urgent next day delivery, I wan't given any option at all and had to make many calls, emails and social media appeals for help in resolving this but have been told that after listening to the phone call that their decision stands. 
"
I couldn't recall asking or urgent delivery so asked for the call to be made available to me.  

As it stands this ordeal has cost my mum an extra £28 and honestly, hours of my time - can anyone suggest where I go from here?  I am seriously struggling to comprehend where they are coming from.  

Many thanks.

mattyprice4004

Well for a start, you decided to cancel the order so you can’t expect them to cover the outgoing cost or the cost of return.
You’re only out £16 (£72-£56) which seems a reasonable cost of delivery and collection of an item such as an oven door. 

What happened with the local shop is irrelevant - you ordered and decided to cancel and the costs of doing such shouldn’t be passed to anyone but you. 

Why do people assume you can get a ‘returns label’ free of charge to cover their own error?
Postage isn’t free!

MattMattMattUK

mattyprice4004 said:

Well for a start, you decided to cancel the order so you can’t expect them to cover the outgoing cost or the cost of return.
You’re only out £16 (£72-£56) which seems a reasonable cost of delivery and collection of an item such as an oven door. 

What happened with the local shop is irrelevant - you ordered and decided to cancel and the costs of doing such shouldn’t be passed to anyone but you. 

Why do people assume you can get a ‘returns label’ free of charge to cover their own error?
Postage isn’t free!

Largely because the distance selling regulations entitle them to return an item at no cost to themselves. Although it is correct that they should not be reimbursed for and premium delivery options.

Dubs

mattyprice4004 said:

Well for a start, you decided to cancel the order so you can’t expect them to cover the outgoing cost or the cost of return.
You’re only out £16 (£72-£56) which seems a reasonable cost of delivery and collection of an item such as an oven door. 

What happened with the local shop is irrelevant - you ordered and decided to cancel and the costs of doing such shouldn’t be passed to anyone but you. 

Why do people assume you can get a ‘returns label’ free of charge to cover their own error?
Postage isn’t free!

My mum is only £23 out of pocket (£72-£56 plus the £7 cost of the return postage) 

What happened with the local shop was very relevant and is what prompted me to ask Indesit if they price matched and then my request to cancel.  At this point I should have been informed that I wouldn't actually be making any saving because they would withhold the delivery cost (which I had never been given, just a total cost of £72) and I would have to pay the return cost.  

I didn't assume I would get a free return label but I did assume that the advisor would mention this when he stated the return conditions namely "if you wish to return the order for any reason just let us know within 14 days of taking delivery so we can authorise a refund on the account"  no mention of partial refund, excluding delivery.
       
                             _______________________________________________________________________


The advice that I am seeking here is regarding the lack of transparency with 

1) the delivery options and costs at the point of me ordering.  I was not given a breakdown of the part cost and delivery cost, nor was I offered a standard delivery or an express delivery. 
2) the returns process and that it would be at my expense.

Hopefully someone with some expertise in this area will be able to advise me, thanks again for your time.

MattMattMattUK

Dubs said:

mattyprice4004 said:

Well for a start, you decided to cancel the order so you can’t expect them to cover the outgoing cost or the cost of return.
You’re only out £16 (£72-£56) which seems a reasonable cost of delivery and collection of an item such as an oven door. 

What happened with the local shop is irrelevant - you ordered and decided to cancel and the costs of doing such shouldn’t be passed to anyone but you. 

Why do people assume you can get a ‘returns label’ free of charge to cover their own error?
Postage isn’t free!

My mum is only £23 out of pocket (£72-£56 plus the £7 cost of the return postage) 

What happened with the local shop was very relevant and is what prompted me to ask Indesit if they price matched and then my request to cancel.  At this point I should have been informed that I wouldn't actually be making any saving because they would withhold the delivery cost (which I had never been given, just a total cost of £72) and I would have to pay the return cost.  

I didn't assume I would get a free return label but I did assume that the advisor would mention this when he said he "I do need to advise you about our returns process and that is if you wish to return the order for any reason just let us know within 14 days of taking delivery so we can authorise a refund on the account"  no mention of partial refund, excluding delivery.
       
                             _______________________________________________________________________


The advice that I am seeking here is regarding the lack of transparency with 

1) the delivery options and costs at the point of me ordering.  I was not given a breakdown of the part cost and delivery cost, nor was I offered a standard delivery or an express delivery. "it's in stock , we offer standard delivery but it's available, I can dispatch it straight away for you, 72 pounds and seven pence delivered for tomorrow, I can take your postcode and get it set up for you" 

2) the returns process and that it would be at my expense.

Hopefully someone with some expertise in this area will be able to advise me, thanks again for your time.

You can attempt to fight it, provided that you are dealing with a UK legal entity then technically they are required to refund you the cost of the return, they are not required to refund you the cost of the premium freight option. You can ask them, in writing, but I would not hold out much hope and as it is only £23 it probably is not worth any large investment of time and effort to keep pushing beyond a few emails.

sheramber

 I can dispatch it straight away for you, 72 pounds and seven pence delivered for tomorrow, 

The price quote do say 'delivered'. Did you assume delivery was free? You did not ask if that included delivery.

You were offered 'delivery tomorrow' and agreed.