Website item not as described, what can I do?

lewisb82

So according to their supposed customer services it was not like that before it was sent out. It will have been checked before sending apparently. Therefore I have to pay for return tracked postage...
They are very adamant and I feel that I'm not going to get anywhere with them

RefluentBeans

lewisb82 said:

So according to their supposed customer services it was not like that before it was sent out. It will have been checked before sending apparently. Therefore I have to pay for return tracked postage...
They are very adamant and I feel that I'm not going to get anywhere with them

Did you arrange for postage from the to you? Or did they arrange postage from them to you? If they did / the couriers acted as an agent of the company, and so it doesn’t matter if it was fine from them; the courier is acting on their behalf and so the risk is still with the retailer. M

Personally, I’d go back and state that, and give them a few days before sending a letter before action. Unless you arranged your own shipping. 

the_lunatic_is_in_my_head

lewisb82 said:

So according to their supposed customer services it was not like that before it was sent out. It will have been checked before sending apparently. Therefore I have to pay for return tracked postage...
They are very adamant and I feel that I'm not going to get anywhere with them

I'd ask them if they think you painted over it!

They can be reviewed on Trustpilot but don't seem to reply so probably aren't fussed.

The privacy policy on their website is interesting.

RefluentBeans said:

If they did / the couriers acted as an agent of the company, and so it doesn’t matter if it was fine from them; the courier is acting on their behalf and so the risk is still with the retailer.

As above OP mentioned the damaged area being painted over so it's unlikely this was damaged in transit

lewisb82

The shipping was arranged by them, it was free delivery and came via royal mail.

I did ask if they think I painted it, the wrong colour. I'm waiting for their response. 

What further action can I now take? 

I will review them on trustpilot to warn others, although I don't actually trust trustpilot ironically! 

the_lunatic_is_in_my_head

lewisb82 said:

What further action can I now take? 

It's very difficult OP as the amount is so small.

You can return  and if they don' refund talk to the bank about a chargeback but that process would only leave you with a £16.99 refund so to claim the return costs you are looking at small claims.

There was one example on this board of a claim for £10, a small parcel via Tracked 48 is £3.39 direct with Royal Mail here:

https://send.royalmail.com/

Whilst I understand the annoyance it does seem a lot of headache to chase such a small amount.

lewisb82

That's what I thought would be the answer. Thanks for all of your responses the lunatic.

Lewis