Refusal to acknowledge error in web product details

tightauldgit

Jonboy_1984 said:

I suspect part of the problem here might be the amount you are asking for , based on a 20kg weight this looks to be more than any of the parcelforce services, and pretty much double the cheapest service (and likely almost 4 times the rate they would have paid if asked to collect themselves).

42" is over a metre though which is the upper limit for most standard services (some even less) so you're probably into more specialist large parcel pricing options. If you just turn up at the PO and say 'i want to post this' then yeah I could easily see £15-20 being quoted.

sheramber

Grandad99 said:

Yes, I did take it out and it was exactly 42 inches (should have said this before).
Does the legislation specifically refer to the extra cost of returning the wrongly described item?

Did you send them a photo of the item against a measuring tape to show it was inches instead of centimetres?

Who is the supplier? They may not be accustomed inches/centimetres.

born_again

https://www.amazon.co.uk/NRS-Healthcare-M99394-Adjustable-Lockable/dp/B00VI59K7A/ref=sr_1_27?crid=ROERONWHN74O&keywords=nrs+healthcare&qid=1689938683&sprefix=nrs+healthcare,aps,91&sr=8-27

Think this is item OP purchased.
I wonder if the issue is the way Amazon  tend to only list in CM?

But @ 42 cm is approx 16" which is pretty clear to see this is not. As would be next to no use to fit over anything. Given the design.

Compared to
https://www.amazon.co.uk/dp/B0C79DGRZ2/ref=sspa_dk_hqp_detail_aax_0?psc=1&sp_csd=d2lkZ2V0TmFtZT1zcF9ocXBfc2hhcmVk&spLa=ZW5jcnlwdGVkUXVhbGlmaWVyPUEyS0MwTlVLUFFJWVJZJmVuY3J5cHRlZElkPUEwNTk5ODMzMTgyODQ4VkRaTkxOOCZlbmNyeXB0ZWRBZElkPUEwOTAxNjM2MVdYQ0RGTjcySVpTTCZ3aWRnZXROYW1lPXNwX2hxcF9zaGFyZWQmYWN0aW9uPWNsaWNrUmVkaXJlY3QmZG9Ob3RMb2dDbGljaz10cnVl

Which is the same design.

RefluentBeans

born_again said:

https://www.amazon.co.uk/NRS-Healthcare-M99394-Adjustable-Lockable/dp/B00VI59K7A/ref=sr_1_27?crid=ROERONWHN74O&keywords=nrs+healthcare&qid=1689938683&sprefix=nrs+healthcare,aps,91&sr=8-27

Think this is item OP purchased.
I wonder if the issue is the way Amazon  tend to only list in CM?

But @ 42 cm is approx 16" which is pretty clear to see this is not. As would be next to no use to fit over anything. Given the design.

Compared to
https://www.amazon.co.uk/dp/B0C79DGRZ2/ref=sspa_dk_hqp_detail_aax_0?psc=1&sp_csd=d2lkZ2V0TmFtZT1zcF9ocXBfc2hhcmVk&spLa=ZW5jcnlwdGVkUXVhbGlmaWVyPUEyS0MwTlVLUFFJWVJZJmVuY3J5cHRlZElkPUEwNTk5ODMzMTgyODQ4VkRaTkxOOCZlbmNyeXB0ZWRBZElkPUEwOTAxNjM2MVdYQ0RGTjcySVpTTCZ3aWRnZXROYW1lPXNwX2hxcF9zaGFyZWQmYWN0aW9uPWNsaWNrUmVkaXJlY3QmZG9Ob3RMb2dDbGljaz10cnVl

Which is the same design.

Yeah if that’s the same product the OP has then I’d say that this is an issue with Amazons product summary. The specification in the detailed description is much more detailed - and not entirely sure where the summary specs have come from (they don’t seem to match to me). 

OP - was this bought through Amazon (sold & dispatched) or dispatched from Amazon? Or was Amazon just the marketplace? 

Also just to clarify - did you return it (actually sending it off) before cancelling the product, or did you cancel it first and then send it off? 

user1977

born_again said:

https://www.amazon.co.uk/NRS-Healthcare-M99394-Adjustable-Lockable/dp/B00VI59K7A/ref=sr_1_27?crid=ROERONWHN74O&keywords=nrs+healthcare&qid=1689938683&sprefix=nrs+healthcare,aps,91&sr=8-27

Think this is item OP purchased.
I wonder if the issue is the way Amazon  tend to only list in CM?

But @ 42 cm is approx 16" which is pretty clear to see this is not. As would be next to no use to fit over anything. Given the design.

Compared to
https://www.amazon.co.uk/dp/B0C79DGRZ2/ref=sspa_dk_hqp_detail_aax_0?psc=1&sp_csd=d2lkZ2V0TmFtZT1zcF9ocXBfc2hhcmVk&spLa=ZW5jcnlwdGVkUXVhbGlmaWVyPUEyS0MwTlVLUFFJWVJZJmVuY3J5cHRlZElkPUEwNTk5ODMzMTgyODQ4VkRaTkxOOCZlbmNyeXB0ZWRBZElkPUEwOTAxNjM2MVdYQ0RGTjcySVpTTCZ3aWRnZXROYW1lPXNwX2hxcF9zaGFyZWQmYWN0aW9uPWNsaWNrUmVkaXJlY3QmZG9Ob3RMb2dDbGljaz10cnVl

Which is the same design.

Thanks, I was wondering what the item was, and whether it was the sort of thing where it ought to have been reasonably obvious that measurements in cm couldn't have been correct. Which I think is the case here (though I don't think changes the legal position).

sheramber

If it was bought on Amazon the OP could use this link underneath the description

   Report incorrect product information.

Grandad99

It was a site on Amazon - presumably what they call a marketplace seller as the purchase does not appear on Amazon's details.

Over the years I've had the odd problem , always put right by Amazon with no fuss.  Do they get involved in problems with market place sellers?  The website is still showing the measurements as centimetres instead of inches.

This is my latest email

"I have provided a photo of your website page for the table and it perfectly clearly shows the measurements as centimetres - this is incorrect as they are inches . DPD would not have made such a charge if the box  was the centimetres size. If management doubt this please ask them to go and physically measure the box.

 The product is not " as described" and so you are in breach of s11 of the Consumer Rights Act 2015.  This includes  Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.

I hope that this information will enable you to make the refund"

No response and the purchase price has been refunded without comment (or the postage!)

I won't be using the Complete Care Shop again.

  

the_lunatic_is_in_my_head

With third party sellers they either use fulfilled by Amazon and returns are handled the same way as they would be if you buy from Amazon directly with Amazon also handling the customer service or they just sell as normal third party sellers and Amazon has an A-Z guarantee to support buyers who experience a problem with their order. 

It’s worth having a chat with Amazon, pointing out the product page contained incorrect measurements and although the seller refunded you they haven’t covered the return costs as per Amazon policy and can they help.

They might ask you to open an A-Z claim (not sure if this covers return postage refunds, they might expect the seller to provide a label beforehand rather than deal with postage refunds after) or if you don’t get anywhere you could ask if they’ll give you an Amazon voucher for £18 which isn’t as good as cash back in the bank but is better than nothing  

tightauldgit

Grandad99 said:

It was a site on Amazon - presumably what they call a marketplace seller as the purchase does not appear on Amazon's details.

Over the years I've had the odd problem , always put right by Amazon with no fuss.  Do they get involved in problems with market place sellers?  The website is still showing the measurements as centimetres instead of inches.

This is my latest email

"I have provided a photo of your website page for the table and it perfectly clearly shows the measurements as centimetres - this is incorrect as they are inches . DPD would not have made such a charge if the box  was the centimetres size. If management doubt this please ask them to go and physically measure the box.

 The product is not " as described" and so you are in breach of s11 of the Consumer Rights Act 2015.  This includes  Whether or not the consumer has a duty to return the rejected goods, the trader must bear any reasonable costs of returning them, other than any costs incurred by the consumer in returning the goods in person to the place where the consumer took physical possession of them.

I hope that this information will enable you to make the refund"

No response and the purchase price has been refunded without comment (or the postage!)

I won't be using the Complete Care Shop again.

  

I'd certainly make a complaint to Amazon and point out that one of their sellers is not complying with the law. You could also send a letter before action to the company but I guess it would be a bluff as probably not worth pursuing.