Company have lost my returned item

caroline231

A couple of years ago we purchased an air conditioning unit from an online retailer. It developed a fault and we arranged to return it (everyone involved know the warranty was sketchy after this length of time) initially the company agreed to the return, arranged a courier to pick it up and said they'd test it and get back to me. Later that day I received an email saying, as the warranty was out of date they'd cancelled the collection. After a few strongly worded email exchanges they went quiet. Collection day arrived and so did the couriers (DPD) so off went the unit. After a week I'd heard nothing so followed it up with another email. The response was 'once we receive it, we'll send it back to you as we're not fixing it (I'm paraphrasing but you get the jist). Another week and I email again asking when I'll see it, another response this time asking for 72 working hours (?) to investigate. 5 more days of waiting and I send yet another email chasing it. Have been asked to wait for tomorrow, when they have checked with their 'returns team'

What do I do here? They have clearly not received the item, despite me having paperwork and video doorbell evidence of it being collected by the couriers working on their behalf. 

I want my item returned to me, faulty or otherwise! 

elsien

It may be the courier who has lost it in their system, in which case you’re not going to be able to get it back either way if they can’t find it.
Do you have any sort of tracking with DPD at all. Was it the company who paid for and arranged the return? 

caroline231

I have the paperwork from DPD that I was given when collected, but no tracking info. The collection was arranged and paid for by the company.

Even if I can't get it back, do the company have any responsibility for replacing the item? 

mobileron

Write back to him confirming what he told you and save a copy should he change his mind again.
Say what a good service he offers ill mention it on facebook.

Olinda99

Since they paid for the teturn, the risk is with them once the courier has the item

elsien

caroline231 said:

I have the paperwork from DPD that I was given when collected, but no tracking info. The collection was arranged and paid for by the company.

Even if I can't get it back, do the company have any responsibility for replacing the item? 

Potentially, but it wouldn’t be the full replacement value unless they were feeling extra-ordinarily generous. You’ve had 2 years worth of use out of it so that would be taken into account.
They are being slow, but you do need to give them time to both check with their returns dept. and the courier company.