Jessops - Worried what they have sent me has been opened and used before

maxwellmember

I purchased a Wacom Intuis Pro pen tablet from Jessops back in February. After I paid for it, I was then informed it was out of stock. They claim this is clearly stated on the website. I dispute that. 

In the end, it took Jessops six weeks to send me the product. In that time, it was virtually impossible to get a response from them. This was nerve-wracking as they had my money and I had no idea when, or even if, I would get the product. I was keen to point out that I needed it for my work and asked if they would offer compensation for this. They said they don't ever offer compensation.

I queried why they took my money when it was out of stock. I've only ever experienced businesses allowing you to sign up for an email to alert you when it is back in. Their response about needing to have me in the queue holds no credence. So, I can only conclude they take customers' money and invest it for profit. If that is the case, surely that is not legal - it's certainly not moral or acceptable. The other issue with this is I couldn't go and get the product elsewhere. As I said, I needed it for work but this prevented me from doing so, adversely affecting my business.

When the product finally arrived I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned - but I have paid for a brand new product. Bizarrely it wasn't even sent from Jessops but from another company called Northamber. I took photos of the packaging and immediately sent them to both Jessops and Northamber. I also contacted Wacom with the serial number to find out when it was made and what has happened to it. Wacom confirmed that my item was manufactured in 2019 which is four years ago.

Jessops and Northamber told me the delay in my delivery was due to the supply shortage but if that was the case, surely I wouldn't receive a product made four years ago - they would be waiting for one to roll off the production line now. Also, neither has been able to tell me where they got it from.

I now have a product I waited six weeks for that I still can't use until I am clear on its provenance. 

To my mind, something doesn't stack up here - I feel like there are some dodgy business practices going on at Jessops. 1. I believe they are taking customers' money and using it to invest elsewhere. 2. I am worried about the products they are selling - it appears they are selling used/reconditioned or faulty products as new.

I am at my wit's end with this and need answers. If anyone has any advice on what I can do or if there is an institution that I can ask to look into their business practices, I'd be most grateful


Thank you

screech_78

Honestly, you’re being completely over the top. 

Companies do not invest your money elsewhere, they have no reason to do so. Trust me. 

You also don’t actually have any consumer rights here as you’ve bought the item for your business and so it’s a business to business transaction. 

Your choices are accept the item (if it is indeed used, you could try negotiate a discount) or return it for a refund. I can only imagine you’ve gone in all guns blazing here and I can assure you that gets you the bare minimum. 

eskbanker

maxwellmember said:

I queried why they took my money when it was out of stock. I've only ever experienced businesses allowing you to sign up for an email to alert you when it is back in. Their response about needing to have me in the queue holds no credence. So, I can only conclude they take customers' money and invest it for profit.

Does running your business involve any rudimentary knowledge of the concept of working capital?

maxwellmember said:

When the product finally arrived I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned - but I have paid for a brand new product.

It could easily have been opened by another customer, who decided that they didn't want to use it and returned it within the cooling off period, which wouldn't make it either second hand or reconditioned.  Is there any evidence that the product has been used, as opposed to simply having its packaging opened?

maxwellmember said:

Bizarrely it wasn't even sent from Jessops but from another company called Northamber.

Drop-shipping really isn't as 'bizarre' as you make it sound!

screech_78

Jessops also advise on their website that items may be delivered from their supplier, which is not unusual at all. From reading their terms too, it looks like you’ve “pre-ordered” the item, meaning stock wasn’t immediately available and meant you were then in a queue of first come, first served for stock. Again, not unusual for retailers. Nothing to do with keeping your money for profit. 

I don’t understand why you won’t even look at the item. You can still return it (providing you inform them within 14 days or if they have a more generous return policy). People are allowed to try things out at home though and then return them. Retailers are also allowed to sell them again. 

Either return it or live with it. 

user1977

screech_78 said:

I don’t understand why you won’t even look at the item. You can still return it (providing you inform them within 14 days or if they have a more generous return policy). People are allowed to try things out at home though and then return them.

Where the customer is a consumer, yes. Given the OP is a business they'll need to rely on whatever Jessops' terms say.

screech_78

user1977 said:

screech_78 said:

I don’t understand why you won’t even look at the item. You can still return it (providing you inform them within 14 days or if they have a more generous return policy). People are allowed to try things out at home though and then return them.

Where the customer is a consumer, yes. Given the OP is a business they'll need to rely on whatever Jessops' terms say.

Very true. Which I should have known. Thanks. 

km1500

Business  or no business - if they ordered a new tablet and got a used one (no matter how slightly) they have grounds to return it.

Ditzy_Mitzy

Northamber are an electronic goods wholesaler.  Hardly sinister!  

sheramber

km1500 said:

Business  or no business - if they ordered a new tablet and got a used one (no matter how slightly) they have grounds to return it.

The OP seems to be more concerned about their business practices than getting a refund.) he has not mentioned sending it back and getting a refund), only tha the does not want to use it).

 If anyone has any advice on what I can do or if there is an institution that I can ask to look into their business practices, I'd be most grateful

Phantom151

Surely it should be easy enough to tell if it has been used? Are there any marks on it? Are the cables still neatly wrapped and tied together? It is suprising how difficult it can be to repack cables particularly if they use the metal ties.

Grumpy_chap

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

maxwellmember said:

I purchased a Wacom Intuis Pro pen tablet from Jessops back in February. After I paid for it, I was then informed it was out of stock. They claim this is clearly stated on the website. I dispute that. 

In the end, it took Jessops six weeks to send me the product. In that time, it was virtually impossible to get a response from them. This was nerve-wracking as they had my money and I had no idea when, or even if, I would get the product. I was keen to point out that I needed it for my work and asked if they would offer compensation for this. They said they don't ever offer compensation.

I queried why they took my money when it was out of stock. I've only ever experienced businesses allowing you to sign up for an email to alert you when it is back in. Their response about needing to have me in the queue holds no credence. So, I can only conclude they take customers' money and invest it for profit. If that is the case, surely that is not legal - it's certainly not moral or acceptable. The other issue with this is I couldn't go and get the product elsewhere. As I said, I needed it for work but this prevented me from doing so, adversely affecting my business.

When the product finally arrived I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned - but I have paid for a brand new product. Bizarrely it wasn't even sent from Jessops but from another company called Northamber. I took photos of the packaging and immediately sent them to both Jessops and Northamber. I also contacted Wacom with the serial number to find out when it was made and what has happened to it. Wacom confirmed that my item was manufactured in 2019 which is four years ago.

Jessops and Northamber told me the delay in my delivery was due to the supply shortage but if that was the case, surely I wouldn't receive a product made four years ago - they would be waiting for one to roll off the production line now. Also, neither has been able to tell me where they got it from.

I now have a product I waited six weeks for that I still can't use until I am clear on its provenance. 

To my mind, something doesn't stack up here - I feel like there are some dodgy business practices going on at Jessops. 1. I believe they are taking customers' money and using it to invest elsewhere. 2. I am worried about the products they are selling - it appears they are selling used/reconditioned or faulty products as new.

I am at my wit's end with this and need answers. If anyone has any advice on what I can do or if there is an institution that I can ask to look into their business practices, I'd be most grateful


Thank you