Retailer not collected item, who's responsible??

minikarter

Hi, so I ordered 2 fairly expensive outdoor chairs (£120 each) from a well known large retailer online. One broke under normal use within 2 days. Communicated, and retailer sent a replacement out citing we'd need to dismantle, package and return the broken one (not an easy feat given the assembly!)

It's now been 2 weeks, and the 2 chairs, 1 original and 1 replacement are fine. The 3rd one with a broken component is sat waiting in the box. 

I was expecting the retailer to arrange the collection, but I've heard nothing. How long do I leave it? And should I remind them and what are the laws on this? Morally this would be the right answer, But my cheeky side says hopefully they've forgotten about it, and being made of wood I could easily fix the broken one myself and have a 3rd... 

I thought I'd leave it a few weeks anyway simply to make sure no other failures occurred.

What would you do? 

Jonboy_1984

Have they sent any information by email (check that junk folder!). When arranging returns about half the carriers have two separate processes, one book all the details into the system. This generates a link to actually book the final collection.The theory being supplier does part one, passes link to customer with their internal paperwork, and the customer then books the collection for a convenient date once the goods are ready.

In reality we end up booking the date ourselves as customers consistently ignore the link and then reply to the same email with the link and instructions complaining the collection hasn’t happened…

user1977

I suppose the worst that could happen is they sue you for whatever the wholesale value of a broken chair (minus the cost of collection) is...

tightauldgit

Well legally the chair belongs to the retailer but I suspect nobody is going to sue you to recover the value of a broken chair. I'd probably contact them and check if they want it returned. Suggest you're happy to just dispose of it if it's easier. If they tell you they  no longer want it back then it's yours. 

born_again

minikarter said:

Hi, so I ordered 2 fairly expensive outdoor chairs (£120 each) from a well known large retailer online. One broke under normal use within 2 days. Communicated, and retailer sent a replacement out citing we'd need to dismantle, package and return the broken one (not an easy feat given the assembly!)

It's now been 2 weeks, and the 2 chairs, 1 original and 1 replacement are fine. The 3rd one with a broken component is sat waiting in the box. 

I was expecting the retailer to arrange the collection, but I've heard nothing. How long do I leave it? And should I remind them and what are the laws on this? Morally this would be the right answer, But my cheeky side says hopefully they've forgotten about it, and being made of wood I could easily fix the broken one myself and have a 3rd... 

I thought I'd leave it a few weeks anyway simply to make sure no other failures occurred.

What would you do? 

Would be a good idea.