White Stores lost my return

City_Girl_3

I ordered a firepit coffee table from White Stores that was delivered in Dec 2023.  The first time we used it was April 2024 and unfortunately the flame would not stay on.

I contacted White Stores who offered to replace the table with a different much smaller model which we refused as it was not comparable (half the size, different shape). We asked for a repair but they weren’t able to source the required parts. 

They then offered me a 50% refund under the terms of their warranty which I refused, as I was within the 6 months Consumer Rights Act allows for a full refund if it cannot be repaired or replaced. They insisted their T&Cs superseded the Consumer Rights Act but eventually agreed to collect the table and promised a refund once returned. 

White Stores arranged the collection with their regular courier. I did not receive any tracking numbers, just text messages advising of collection times etc. I didn’t think anything of this since White Stores themselves arranged the collection. 

A week after the collection I had not received a refund or any further communication. I contacted them and they told me they had not yet received my table so would not be issuing a refund until they had. They asked me for a tracking number to trace the collection. 

I supplied them with video footage from my doorbell showing the item had been collected (driver literally says “I’m here for a collection for White Stores” and then you later see him wheeling away the table), as well as photos of the item ready for collection, text messages etc. 

another week later I’ve heard nothing. 

So I’m wondering what’s a reasonable amount of time to wait for their refund? 

I plan to call Amex (which I used to pay for the table) and I’m hoping my doorbell footage is enough evidence that I returned it, along with the email trail. 

Just not sure if there’s a period of time that’s reasonable for me to wait, and if there’s any other suggestions I’ve not thought of already please?

also curious to know if White Stores are correct that by agreeing to their T&C they can override the Consumer Rights Act? Seems very wrong to me!

thx!

the_lunatic_is_in_my_head

City_Girl_3 said:

 They insisted their T&Cs superseded the Consumer Rights Act but eventually agreed to collect the table and promised a refund once returned. 

also curious to know if White Stores are correct that by agreeing to their T&C they can override the Consumer Rights Act? Seems very wrong to me!

thx!

Nope, they are UK company and their terms can't supersede your rights.

Is your Amex card a charge card or credit card OP? 

Ergates

City_Girl_3 said:

White Stores arranged the collection with their regular courier. I did not receive any tracking numbers, just text messages advising of collection times etc. I didn’t think anything of this since White Stores themselves arranged the collection. 

As White Stores arranged the courier then this is entirely their problem - you effectively returned the item the second the courier took possession of it. If the courier has subsequently lost the item, then that is White Stores' problem.

City_Girl_3 said:

I contacted them and they told me they had not yet received my table so would not be issuing a refund until they had. They asked me for a tracking number to trace the collection. 

This is nonsense from them - obviously as *they* arranged the courier, *they'd" be the ones who got the tracking number.   They are in breach of their obligations under CRA.

As seems to be unfortunately common - you've been speaking to someone who is either stupid or a liar.

Get back in touch with them, and give them a deadline by which you expect a response and/or resolution of the matter - make it reasonable, but don't be generous.  7 days should be more than enough.  If they don't response look up how to send a "letter before action" - there's websites that will show you the process.

City_Girl_3

Thank you @Ergates and @the_lunatic_is_in_my_head!  I've emailed them to let them know I plan to raise this to Amex (which is a CC) and suddenly they have located my return, and I've just received the refund