Ordered online, sent different item

JoeSaponic

I bought two mop handles online and was sent something different to what I ordered. The search for answers I performed on the web may have been perfunctory but popular consumer sites seem preoccupied with damaged goods, consumers changing their minds or delivery failures, so I thought I'd solicit a few opinions from members:

1) The purchase, online, by credit card (not debit cart, not PayPal)

I contacted the company about the epoxy coated Kentucky mop handles they were selling on Amazon.

https://www.amazon.co.uk/Kentucky-Steel-Mop-Handle-Red/dp/B00L8PEPXE

I wanted the red one advertised but a blue one too. I made it very clear it was this type of mop handle I wanted - epoxy coated, all one nice shiny colour top to bottom and not just anything which happened to be designed for a Kentucky mop head (of which there are several types).

I was directed away from Amazon, where they only sold the red one, to the company website and a link where I was assured I could by both. Here is the link I was sent and I used to order:

https://www.allianceuk.com/catalogsearch/result/?q=haj008&g-recaptcha-response=03AGdBq26b9IOVaxpeTziABlfK3NzHW_TFxAwAOUum9QKWvIcCqxSQsr2GQEwj6UO4TlqpiBgvWeBRI4HbpUxBxCAKUscX0TDffgbQ0frNh9nPzBUYcZgoMdbEe8Y7SGy1J8otPPkfF02XiUy9UXU09MCTABBjW8qa7bIP6tVqwvNHEtdKD7SNMapNXbBRHtTnfW9PSunCIDS4kHp4DEQ-qji28vst4bjE0cHhWMu4xPMM6j9YI4fwKVxkUterJs0a9m9uXMoZcDnVFOaKdlmzwQmRwFiPak41m5sdbK16RkvSK8lBr7rr7ksROFx_tUlIXBkSVBBmmY6geSp4KYesN-St--x3GWv_X60eVsmPVOfeCXo31ERSA-jXhBUrcE8IFjHDjhFtFw2eZ3fsmiYlT92HeP_sid2ankgztURi6Hy6GNbMQwTqK1qCfvJHwbtlNBqnUH7A3_6x&token=03AGdBq26b9IOVaxpeTziABlfK3NzHW_TFxAwAOUum9QKWvIcCqxSQsr2GQEwj6UO4TlqpiBgvWeBRI4HbpUxBxCAKUscX0TDffgbQ0frNh9nPzBUYcZgoMdbEe8Y7SGy1J8otPPkfF02XiUy9UXU09MCTABBjW8qa7bIP6tVqwvNHEtdKD7SNMapNXbBRHtTnfW9PSunCIDS4kHp4DEQ-qji28vst4bjE0cHhWMu4xPMM6j9YI4fwKVxkUterJs0a9m9uXMoZcDnVFOaKdlmzwQmRwFiPak41m5sdbK16RkvSK8lBr7rr7ksROFx_tUlIXBkSVBBmmY6geSp4KYesN-St--x3GWv_X60eVsmPVOfeCXo31ERSA-jXhBUrcE8IFjHDjhFtFw2eZ3fsmiYlT92HeP_sid2ankgztURi6Hy6GNbMQwTqK1qCfvJHwbtlNBqnUH7A3_6x

2) What was delivered:

Exactly what I didn’t want and expressly said I didn’t want - no epoxy coating, just plain alloy with plastic fittings. something almost identical to this (not the item or company in question obviously)

https://www.ebay.co.uk/itm/113702388093?var=413830964764&hash=item1a7930c17d:g:m4MAAOSwgzpgCEHk

3) The complaint:

I contacted the company barely minutes after taking delivery only to be told that, according to ‘the warehouse’, it was indeed the correct item, the (quote) ‘only difference is that it’s grey and has plastic on it’ (presumably ‘grey’ refers to the plain metal or alloy).

I’ve no use for these. They failed to supply what was advertised and I thought I'd bought, which is clearly a different product (it even uses the phrase ‘epoxy coated’, of which those they delivered show no sign).

It may be the listing and pictures are out of date and they’ve simply allocated the same stock codes to a new design without updating the sales page, but if so that is hardly my fault. 

I hope no-one will say that since they’re designed for the same thing I shouldn’t be bothered. 

Anyway is this ‘mis-sold’ or something else? Excuse my ignorance but I’m not sure of the categories when they send you what you didn’t order.

Also will I pay to return it? They charged a shattering £20 courier shipping because of the items' length.

Can they decide to cut their losses (since it probably won't be worth their while having it collected) by just refunding the price of the handles to leave me out of pocket on the courier?

All rather new territory in so far as I'm able to remember so grateful for any advice.

cannugec5

I had a look at the link. It clearly states on the disclaimer that you must not rely on the pictures which are for illustrative purposes only. However the  handles are clearly referred to in the description as being colour coded handles, and as such I would suggest the colour of the handle is an intrinsic feature. 

I agree that you have not received what you wanted or ordered.
I would suggest you contact them again and if they cannot send you what you originally ordered you want a refund. 

Of course, I’m no expert, but that is what I would do. 

JoeSaponic

cannugec5 said:

I had a look at the link. It clearly states on the disclaimer that you must not rely on the pictures which are for illustrative purposes only. However the  handles are clearly referred to in the description as being colour coded handles, and as such I would suggest the colour of the handle is an intrinsic feature. 

I agree that you have not received what you wanted or ordered.
I would suggest you contact them again and if they cannot send you what you originally ordered you want a refund. 

Of course, I’m no expert, but that is what I would do. 

Don't forget either the conversation I had with the company to make sure I would be getting what was in the picture BEFORE I made the buy. Self-serving disclaimers aside I was assured they had what I wanted in stock. Indeed the link was to prove just that. Anyway I think you're right. Unfortunately, having pointed out the error, which was theirs and not mine since I took all necessary precautions (and still have the emails to prove it), they've resorted to the old standby of ignoring emails. We'll see what happens. Like you I am no expert but I'm reassured to think I might be on firm ground. Many thanks for your advice.