Victorian Plumbing Claiming Return is damaged again

Chata

I just had the same issue as a previous member: https://forums.moneysavingexpert.com/discussion/6005347/victorian-plumbing-claiming-return-is-damaged/p1 
I ordered a toilet from Victorian Plumbing (almost £300). The plumber (£120) said that the toilet was the wrong type, so I sent it back in its original box within the allowed time frame for a refund. It was not easy or cheap to find a courier to send it back (£75). Two days later Victorian Plumbing sent an email saying that the return was damaged so they cannot issue a refund. They have sent 4 photos, two with the entire box in its original packaging, and a couple other photos of what could be a tiny nick on the toilet´s lid, however the photos are so bad that it is impossible to see anything properly. I have emailed them a couple of times but not reply so far. For what I´ve read it is their standard practice to refuse refunds for returned items in perfect condition. What can I can do to get a refund, or where can I escalate this? I am £500 out of pocket. 

tightauldgit

Chata said:

I just had the same issue as a previous member: https://forums.moneysavingexpert.com/discussion/6005347/victorian-plumbing-claiming-return-is-damaged/p1 
I ordered a toilet from Victorian Plumbing (almost £300). The plumber (£120) said that the toilet was the wrong type, so I sent it back in its original box within the allowed time frame for a refund. It was not easy or cheap to find a courier to send it back (£75). Two days later Victorian Plumbing sent an email saying that the return was damaged so they cannot issue a refund. They have sent 4 photos, two with the entire box in its original packaging, and a couple other photos of what could be a tiny nick on the toilet´s lid, however the photos are so bad that it is impossible to see anything properly. I have emailed them a couple of times but not reply so far. For what I´ve read it is their standard practice to refuse refunds for returned items in perfect condition. What can I can do to get a refund, or where can I escalate this? I am £500 out of pocket. 

I think your first port of call would be the courier to make a claim for the value of the toilet which you should have insured for when sending it - what have they said?

Chata

It´s sorted now. They have given me a refund (minus £20)...

Manxman_in_exile

Chata said:

It´s sorted now. They have given me a refund (minus £20)...

Thanks for the update.  Many peole don't bother.

Is "They" Victorian Plumbing or the courier you used?  Was there anything in particular that you said or did that made them cough up do you think?

For future reference, if you order "model AAA" but the trader sends you "model AAB", it's their responsibility to organise and pay for the return.  You shouldn't have to do it.