Retailer holding the product I've paid for in their warehouse

EleanorHF

I bought a camera on 28th March that was delivered faulty. I made a complaint the day it was delivered and the company sent us all the information in order to return the item back to their warehouse (and said they'd issue me with a new one). It's now been over 3 weeks since we returned the faulty product and we still haven't received the replacement camera. I've called/emailed the company multiple times to chase up the delivery but all they say is 'I'll chase it up'. What can we do?

400ixl

How did you return it? Was it using their pre-paid carrier or did you have to arrange it?

Have you got proof of it arriving back with them?

Ergates

Send them an email giving them a fixed time limit (make it reasonable - say 14 days) by which they have to either refund you in full (including postage), or send you a replacement, and that if they do not meet this deadline you will take them to small claims court to reclaim your money.

sheramber

How was it returned- courier, Royal Mail?

Was it tracked so you know it was delivered to the warehouse?

EleanorHF

400ixl said:

How did you return it? Was it using their pre-paid carrier or did you have to arrange it?

Have you got proof of it arriving back with them?

Using their pre-paid carrier. Yes I have written proof on an email they sent me over two weeks ago saying it’s arrived at the warehouse

EleanorHF

Ergates said:

Send them an email giving them a fixed time limit (make it reasonable - say 14 days) by which they have to either refund you in full (including postage), or send you a replacement, and that if they do not meet this deadline you will take them to small claims court to reclaim your money.

Thank you!

EleanorHF

sheramber said:

How was it returned- courier, Royal Mail?

Was it tracked so you know it was delivered to the warehouse?

By courier (tracked). I also have an email from them confirming it’s arrived at the warehouse

Ectophile

If you paid by credit card, it could be easier to claim the money back from the card provider, rather than the court route.

theoretica

Isn't it usual for companies to say in their T&Cs how long handling returns is expected to take?  The last return I made said it might take up to a month.

Ergates

Ectophile said:

If you paid by credit card, it could be easier to claim the money back from the card provider, rather than the court route.

It would still be a good idea to send them a mail with a deadline by which to refund/deliver.  Otherwise there is the potential risk that you start the process with the CC and then the parcel arrives the next day, and then you have some faff to deal with.