Wrong item delivered but I want to keep it

jeanielil

I ordered a 40 inch TV from an online retailer. They delivered a 55 inch by mistake. I rang them and said I'd keep it but wasn't prepared to pay the difference. They said they would ring back. That was 6 days ago. How long should I wait before using the item.

Aylesbury_Duck

jeanielil said:

I ordered a 40 inch TV from an online retailer. They delivered a 55 inch by mistake. I rang them and said I'd keep it but wasn't prepared to pay the difference. They said they would ring back. That was 6 days ago. How long should I wait before using the item.

Longer than six days, that's for sure.  In theory, they have up to six YEARS in which to recover it, but in practice it won't come to that.  You certainly aren't entitled to keep it without paying the difference, although they may offer that out of goodwill.

Keep chasing them, but in the meantime, keep it packaged and safe.

eskbanker

You might want to prepare for some discussion and negotiation - it'll obviously cost them money to process a return and arrange a replacement, plus the courier costs in each direction, etc, and they may be prepared to take a view on whether it's worth their while, especially if you're potentially willing to accept at least some of the price difference, so have a think about the numbers involved.

As above, you're not entitled to keep it though, so don't overplay your hand....

Aylesbury_Duck

eskbanker said:

You might want to prepare for some discussion and negotiation - it'll obviously cost them money to process a return and arrange a replacement, plus the courier costs in each direction, etc, and they may be prepared to take a view on whether it's worth their while, especially if you're potentially willing to accept at least some of the price difference, so have a think about the numbers involved.

As above, you're not entitled to keep it though, so don't overplay your hand....

Good advice.

OP, what's the price difference between the two models?  If it's £100 for example, then as eskbanker says, it's probably going to cost them £50(?) to uplift and deliver the TVs, so offering to pay £50 extra for the bigger TV might mean the retailer's costs are nil and you get a decent discount on the bigger model.

screech_78

If you hadn’t have outright said you wouldn’t pay the difference, they may have been more generous to begin with. Mistakes happen but you’re not entitled to keep it at no extra cost to you. You’re looking at goodwill and as something I deal with every day, I’m far more generous with customers who don’t push their luck. 

It costs us £25 for a delivery using our own fleet and that’s what we would use for a 55inch TV. 

Certainly don’t use it yet.