Website item not as described, what can I do?

elsien

Jellynailer said:

powerful_Rogue said:

lewisb82 said:

Cheeky rats! Just noticed they have updated the description to say 'colour: green'! Wasn't on there 2 hours ago when I checked earlier. Wish I got a screen grab back then... 

Try http://web.archive.org/

Wow, I did not know about the archive.  The info will be so useful.  In fact it is a game changer. 

 I don't have anything helpful to OP, sorry,  I mainlly use Ebay and, if I have to choose between the cost in terms of hassle +/- postage cost I give the item to a charity shop and post negative feedback.

That seems very unfair on the seller, posting negative feedback if you were aware of the returns cost in advance and chose to buy anyway. 

Okell

Vectis said:

... I think the lesson is to find out the returns policy etc BEFORE placing an online order, rather than complaining about it afterwards, and then leaving a negative review.

This ^^^

It's always worth checking a couple of things regarding returns before buying anything online:

1.  what is their own returns policy - if they have one - and are their terms better than your statutory right to cancel

2.  how do they cover the statutory right to return in their T&Cs and do they give all the info they are required to

3.  where is the returns address

4.  who pays for returns


It's also worth checking where the seller is located and what country's laws govern the contract

DullGreyGuy

Jellynailer said:

powerful_Rogue said:

lewisb82 said:

Cheeky rats! Just noticed they have updated the description to say 'colour: green'! Wasn't on there 2 hours ago when I checked earlier. Wish I got a screen grab back then... 

Try http://web.archive.org/

Wow, I did not know about the archive.  The info will be so useful.  In fact it is a game changer. 

 I don't have anything helpful to OP, sorry,  I mainlly use Ebay and, if I have to choose between the cost in terms of hassle +/- postage cost I give the item to a charity shop and post negative feedback.

Wayback Machine is great however it has its limitations too... it doesn't archive every site every day by a long stretch so a small retailer may not have a single page archived. Secondly, everything is static content so if you want to see what the T&Cs said on the purchase page you won't be able to get there to see using it. 

Okell

SandyShores said:

... Check the Terms and Conditions of any postal service.  I find Yodel is pretty cheap Store to Door (from about £2.25) but excludes clocks from compensation for damage.  If there's any glass in the clock Evri won't cover breakages either.  

Although it's debateable whether those terms - excluding clocks and other "delicate" items - are enforceable by Yodel, Evri etc.

They still have to provide their services with reasonable care and skill and can't exclude liabilty for not doing so, regardless of their T&Cs.

If they don't want to pay out compensation for loss or damage to certain types of item, they should just refuse to carry those items - full stop.

Problems with Evri - Lost Parcel — MoneySavingExpert Forum

lookbook

Just paint it any colour you like. 😆 🤣 

lewisb82

Thanks for your comments, some very quick too! Didn't expect the post to cause such a debate as well! 

The Web archive site looks like a very handy tool to have! I found the Web page before it was edited. 

The clock was bought from thehomehut.com. We bought it from there as it was one of very few clocks we liked, didn't think about any returns policy etc as it was ideal for what we wanted and the right size, never thought I would need to return it. Their returns policy I guess is fairly standard but I'm loathe to pay for the return as I feel I didn't get the pictured item. There is nothing on the website to state that photos are representative only and may not resemble the actual item...

There is no glass in the clock so that's not an issue in returning it. I actually like your idea lookbook, it's resin so maybe I should keep it after all and paint it!

Also looking at the reviews of the site if I do return it I may not get the refund anyway! Needless to say I will be avoiding them in future

Lewis

PHK

lewisb82 said:

Thanks for your comments, some very quick too! Didn't expect the post to cause such a debate as well! 

The Web archive site looks like a very handy tool to have! I found the Web page before it was edited. 

The clock was bought from thehomehut.com. We bought it from there as it was one of very few clocks we liked, didn't think about any returns policy etc as it was ideal for what we wanted and the right size, never thought I would need to return it. Their returns policy I guess is fairly standard but I'm loathe to pay for the return as I feel I didn't get the pictured item. There is nothing on the website to state that photos are representative only and may not resemble the actual item...

There is no glass in the clock so that's not an issue in returning it. I actually like your idea lookbook, it's resin so maybe I should keep it after all and paint it!

Also looking at the reviews of the site if I do return it I may not get the refund anyway! Needless to say I will be avoiding them in future

Lewis

The comments people have made about colours not looking the same is not a fault of the website but because domestic monitors, tablet and phone screens are very rarely accurately calibrated and set up (indeed people like to have a fiddle with the controls)

(If you wanted a colour accurate display then it will cost a lot more)

So never rely on colour online, it will be different in real life. 

Artifacts from compression algorithms will also mean that details will look slightly different as well sometimes. 

the_lunatic_is_in_my_head

lewisb82 said:

The clock was bought from thehomehut.com. 

Hello OP

Was it this clock:

https://thehomehut.com/products/outdoor-indoor-garden-wall-clock-hand-painted-cog-wheel-clock-29cm

I guess it could be greeny, bluey, greyish in colour 

They have this clock also:

https://thehomehut.com/products/outdoor-indoor-garden-wall-clock-hand-painted-church-30cm-slate-effect-1087

which appears to have the exact same images but is listed as slate effect, not sure what they mean by "effect" but you'd expect slate to be more grey than green (unless stated as you can get green slate but it's not the common colour you'd associate with slate), unless  that is the correct images for slate and they've used the wrong one for green, who knows?

Their terms are poorly presented, looks like they have some basic concept (like reducing the refund for excessive handling rather than refusing the return) but no refunds on sale items isn't correct and unwrapped items being "consumed" is odd. They haven't really laid out the difference between change of mind and "faulty/not as described" that well.  

Overall they could do a lot better.

Any chance of a photo of the actual clock OP? 

As an aside, doesn't appear to be a cookie banner on that site, any one else?

born_again

TBH, that looks anything but green to me. Especially with er Green leaves in the picture...

But it looks Ok for outside, where it will weather anyway.

Jellynailer

lewisb82 said:

The clock was bought from thehomehut.com.

Thank you for naming and shaming the online seller. Doing this helps others.

I recommend buying on Ebay which makes sellers provide a label, at their expense, for items not as listed, faulty etc. However the buyer is urged to contact the seller to try and resolve matters first. I always do this politely - it is not good practice on any site to assume the worst of someone and leap in with unfounded criticisms.

Very rarely (less than 10 out of 1100+ purchases) I get a seller who denies everything even photos of the problem, and drags the messaging out with different contradictory reasons for the selling failure nnd/or insist I pay the postage. This type of seller usually also challenges an Ebay decision in my favour. They don't succeed but by then I am heartily sick of it all. So, if the refund minus the postage is less than £10, I post negative feedback.