Company refusing a refund or exchange

blackbirdxx

I ordered a large tonne bag of decorative stone from a company called Gravelmaster for £128 which included free delivery. Unfortunately, they didn't deliver the correct stone but the delivery company wouldn't return it as they said they were a different company and I'd have to take the case up with Gravelmaster. Contacting Gravelmaster proved near impossible, but despite numerous phone calls and emails with attached pics they made a single reply saying that as far as they are concerned they sent the correct product. This is despite me sending pics of the delivery showing the mistake along with stapled paperwork which indicate another type of stone.

I was thankful that I'd purchased through Paypal as I thought all would be sorted. Unfortunately, Paypal has told me that Gravelmaster has agreed to a full refund so long as I return the delivered load. They inform me that a refund will be given so long as I pay the return delivery. As you can imagine, to return a tonne bag of stone will cost me a fortune. I feel that Gravelmster is taking the P@?!S as they know very well that I will never do this and probably just make do with the product delivered.

Has any one on this forum experienced this type of shoddy practice and can advise me the best way to go from now. I believe that Gravelmaster should be forced to collect their delivery which is obstructing my driveway and replace with the correct stone but am I asking too much? I'm unsure whether I should be contacting Paypal again for the transport to be refunded or doing it some other way?

Thanks in advance...

theonlywayisup

You can sign up to Paypal's Returns On Us which will give you £15 towards your return charges, but they must be trackable online and show proof of delivery (a lot more than £15 for that).  Paypal won't help further but there is nothing to stop you ringing and asking. 

pbartlett

Or alternatively you make a note in your diary not to use Paypal again.

blackbirdxx

theonlywayisup said:

You can sign up to Paypal's Returns On Us which will give you £15 towards your return charges, but they must be trackable online and show proof of delivery (a lot more than £15 for that).  Paypal won't help further but there is nothing to stop you ringing and asking. 

Is £15 all that Paypal is prepared to pay? Not much good to me with a tonne of material.....

I guess the only route I have left now is the small claims court, unless someone has another idea?

As my Paypal account is linked to  a credit card, is it worth approaching the card company or am I wasting my time? 

m0bov

Send gravelmaster a lba and give them 7 days. Clearly lay out what's happened and why you want done. Give them 7 days then small claims.