Pursuing refund after 12+ months

Leaves84

Hi, I would be very grateful if anyone can advise, we bought a shed in June 2020 and due to circs outside our control have only just opened it to assemble. We discovered (from a slip inside the package) the package was 1 of 2 (had no notice from retailer / courier to say shipment was in 2 parts) and CS confirmed the 2nd package was lost.  They say due to time elapsed they cannot collect the 1st package, so as we are keeping it we are only due a 50% refund. My argument would be the item is not as described, and the parts we received don't amount to 50% value, but not sure we have a leg to stand on! Thanks in advance. 

p3ncilsharpener

Leaves84 said:

Hi, I would be very grateful if anyone can advise, we bought a shed in June 2020 and due to circs outside our control have only just opened it to assemble. We discovered (from a slip inside the package) the package was 1 of 2 (had no notice from retailer / courier to say shipment was in 2 parts) and CS confirmed the 2nd package was lost.  They say due to time elapsed they cannot collect the 1st package, so as we are keeping it we are only due a 50% refund. My argument would be the item is not as described, and the parts we received don't amount to 50% value, but not sure we have a leg to stand on! Thanks in advance. 

It seems the logical thing to do is not keep it and get a full refund?

Leaves84

p3ncilsharpener said:

Leaves84 said:

Hi, I would be very grateful if anyone can advise, we bought a shed in June 2020 and due to circs outside our control have only just opened it to assemble. We discovered (from a slip inside the package) the package was 1 of 2 (had no notice from retailer / courier to say shipment was in 2 parts) and CS confirmed the 2nd package was lost.  They say due to time elapsed they cannot collect the 1st package, so as we are keeping it we are only due a 50% refund. My argument would be the item is not as described, and the parts we received don't amount to 50% value, but not sure we have a leg to stand on! Thanks in advance. 

It seems the logical thing to do is not keep it and get a full refund?

Sorry - omitted - I offered to return it at my own cost and advisor said it would not be accepted.

Aylesbury_Duck

If they've acknowledged and confirmed that the second parcel never arrived, and you are able to return the first package unassembled, they have to refund you for the whole lot.

Go back to them and say you expect them to arrange collection of the first package and provide a full refund, otherwise you'll be speaking to your card company (assuming you paid by card).

p3ncilsharpener

Leaves84 said:

p3ncilsharpener said:

Leaves84 said:

Hi, I would be very grateful if anyone can advise, we bought a shed in June 2020 and due to circs outside our control have only just opened it to assemble. We discovered (from a slip inside the package) the package was 1 of 2 (had no notice from retailer / courier to say shipment was in 2 parts) and CS confirmed the 2nd package was lost.  They say due to time elapsed they cannot collect the 1st package, so as we are keeping it we are only due a 50% refund. My argument would be the item is not as described, and the parts we received don't amount to 50% value, but not sure we have a leg to stand on! Thanks in advance. 

It seems the logical thing to do is not keep it and get a full refund?

Sorry - omitted - I offered to return it at my own cost and advisor said it would not be accepted.

Then surely the goods are not fit for purpose as you've only got half(ish) of the actual item?

Leaves84

Thank you for these replies. They were very insistent that they would not collect, and if I return the 1st package it will be sent back to me!  This does seem illogical so perhaps I need to question it further.

Also, the item is now sold out and there's no option to replace any/all of it. 

p3ncilsharpener

Leaves84 said:

Thank you for these replies. They were very insistent that they would not collect, and if I return the 1st package it will be sent back to me!  This does seem illogical so perhaps I need to question it further.

Also, the item is now sold out and there's no option to replace any/all of it. 

You've not done yourself any favours by not checking this earlier but you have the same consumer rights now as you did when it arrived, that being to receive the actual item you paid for.  If they can't do that they need to refund you.

molerat

And the all important question ....... How did you pay ?

Leaves84

p3ncilsharpener said:

Leaves84 said:

Thank you for these replies. They were very insistent that they would not collect, and if I return the 1st package it will be sent back to me!  This does seem illogical so perhaps I need to question it further.

Also, the item is now sold out and there's no option to replace any/all of it. 

You've not done yourself any favours by not checking this earlier but you have the same consumer rights now as you did when it arrived, that being to receive the actual item you paid for.  If they can't do that they need to refund you.

Thank you, that is helpful to know, I did wonder if my rights had expired! 

Leaves84

molerat said:

And the all important question ....... How did you pay ?

I paid by debit card, I have tried to raise a complaint via my banking app, and when I filled in the date a pop-up appeared saying I wouldn't be eligible for help with the transaction, so again I assumed it may be too late to resolve. 

Caz3121

usually 120 days for debit card chargeback