Issue with OnBuy / Rarewaves

Mat_Demoz

Hello,

I'm hoping someone might be able to help me because I'm having a bit of a mare! 

I purchased several items (video games) on OnBuy through the retailer Rarewaves, to a total cost of just under £300. 

Unfortunately, every single item I've received has been incorrect, which they're blaming on a 'catalogue error'. 

All of the items arrived on Friday (last week), Monday and Tuesday this week. They've arrived with no returns label or invoice, so I've already wasted hours of my time communicating with Rarewaves' customer service team on OnBuy. 

The customer service rep at first told me that they wouldn't be able to cover the costs of postage to return these (?!) but have now said they'll look into it themselves after I pointed out they're legally obliged to cover the cost of postage in the event of incorrect goods being sent. 

Now the customer service rep is asking me to work out the cost of sending everything back, to let them know and then they'll cover the postage costs and refund my money once I've sent everything back? 

All of this seems really unprofessional/out of order when all I'm asking for is a returns label to send the goods back. 

Worth noting that I paid for this via PayPal so I'm just tempted to raise cases at this point.

Anyone got any advice for next steps? I've been dealing with the same customer service rep this entire time and they're coming across as very inexperienced. 

the_lunatic_is_in_my_head

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Mat_Demoz

the_lunatic_is_in_my_head said:

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Thanks.

Am I expected to pay for the postage in advance? Everything I've read online so far indicates that any refunds due to incorrect items shouldn't incur any additional costs to the buyer. 

I'd be willing to send these back if I hadn't already received such terrible service/communications from them – I wouldn't be surprised if my returns ended up going missing on the way back or I'm left waiting even longer until I get my money back.

I've never experienced anything like this before – it's absolutely terrible and it almost feels like I've been scammed (even though I know that isn't the case). 

user1977

Mat_Demoz said:

the_lunatic_is_in_my_head said:

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Am I expected to pay for the postage in advance? Everything I've read online so far indicates that any refunds due to incorrect items shouldn't incur any additional costs to the buyer. 

...which means you're entitled to have the postage costs reimbursed, it doesn't mean you don't have to lay them out in the first place.

Mat_Demoz

user1977 said:

Mat_Demoz said:

the_lunatic_is_in_my_head said:

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Am I expected to pay for the postage in advance? Everything I've read online so far indicates that any refunds due to incorrect items shouldn't incur any additional costs to the buyer. 

...which means you're entitled to have the postage costs reimbursed, it doesn't mean you don't have to lay them out in the first place.

Should they pay me the money in advance of me sending the goods back then?

The person I'm speaking too is saying they'll be processed as part of the final refund once they receive the goods. 

Aylesbury_Duck

Mat_Demoz said:

user1977 said:

Mat_Demoz said:

the_lunatic_is_in_my_head said:

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Am I expected to pay for the postage in advance? Everything I've read online so far indicates that any refunds due to incorrect items shouldn't incur any additional costs to the buyer. 

...which means you're entitled to have the postage costs reimbursed, it doesn't mean you don't have to lay them out in the first place.

Should they pay me the money in advance of me sending the goods back then?

The person I'm speaking too is saying they'll be processed as part of the final refund once they receive the goods. 

Should they?  Yes.  It's good customer service.

Must they?  No.  And that's the stance they seem to be taking.

Mat_Demoz

Aylesbury_Duck said:

Mat_Demoz said:

user1977 said:

Mat_Demoz said:

the_lunatic_is_in_my_head said:

Unfortunately no obligation to provide a returns label unless Onbuy has their own rules for marketplace sellers to abide by.

The retailer is obligated to cover the reasonable cost of return if the goods do not conform to the contract and they appear to be agreeing to so.

I believe with a Paypal claim you'll still be required to return the goods. 

Am I expected to pay for the postage in advance? Everything I've read online so far indicates that any refunds due to incorrect items shouldn't incur any additional costs to the buyer. 

...which means you're entitled to have the postage costs reimbursed, it doesn't mean you don't have to lay them out in the first place.

Should they pay me the money in advance of me sending the goods back then?

The person I'm speaking too is saying they'll be processed as part of the final refund once they receive the goods. 

Should they?  Yes.  It's good customer service.

Must they?  No.  And that's the stance they seem to be taking.

Thanks, honestly this is one of the strangest buying experiences I've ever had. Customer service rep is now telling me I can only send the goods back using standard postage via Royal Mail (rather than next day) but that means I can't insure the package against the value I paid for it? 

This whole experience has been terrible, especially as they initially told me they can't cover the cost of postage at all. 

the_lunatic_is_in_my_head

If you were to use the below:

https://send.royalmail.com/

You can buy Royal Mail Tracked which, although only covers you for £100, is a pretty decent service.

You are much better buying from such companies on eBay or Amazon as they have buyer protection schemes which give the buyer a label in the event of an issue.

Onbuy don't seem to offer any protection (except via Paypal) and their commission charges should mean prices aren't far off eBay or the like. 

To buy via Onbuy doesn't seem much different from buying via the retailer's website with Paypal in terms of buyer protection.

sheramber

You cna send it any way you want but they will only refund standard Royal Mail postage.