Website item not as described, what can I do?

lewisb82

I bought a new outside clock from a website selling these and similar items. There was a bit of a description and some photos. To me and my wife the clock looked grey, the description doesn't mention a colour.
When the clock arrived I was surprised to see it is green and on closer inspection it is not exactly the same as the picture but very similar. The quality also appears slightly worse.
I emailed customer services about it, starting all of my points above but they are maintaining that it is 'as described' and they have never sold it in grey. If I want to return it I would need to pay postage egging is stated on the website. However it's not my fault they have sent an item that is not as it looks in their presumably stock photos. They also want me to pay for a tracked return which will cost even more.
It's only a £17 clock however it has annoyed me and I don't want it as its not going to suit the garden as intended. What can I do about it?

Lewis

Aylesbury_Duck

Online pictures can make colours difficult to accurately discern, and you said yourself it's very similar, so that may not be a reason to reject.  You do have the right to return an online purchase within 14 days of receipt.  What retailer is it, and what do their terms and conditions say about change-of-mind returns within 14 days?

Hoenir

lewisb82 said:

 I don't want it as its not going to suit the garden as intended. 

Green would blend in well. 

lewisb82

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... 

elsien

Aylesbury_Duck said:

Online pictures can make colours difficult to accurately discern, and you said yourself it's very similar, so that may not be a reason to reject.  You do have the right to return an online purchase within 14 days of receipt.  What retailer is it, and what do their terms and conditions say about change-of-mind returns within 14 days?

OP knows that they can return it. They are quibbling about the cost of doing so. 

powerful_Rogue

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/

Aylesbury_Duck

elsien said:

Aylesbury_Duck said:

Online pictures can make colours difficult to accurately discern, and you said yourself it's very similar, so that may not be a reason to reject.  You do have the right to return an online purchase within 14 days of receipt.  What retailer is it, and what do their terms and conditions say about change-of-mind returns within 14 days?

OP knows that they can return it. They are quibbling about the cost of doing so. 

I know, that's why I asked which retailer and about the terms and conditions.

SandyShores

Things can look very different online, and it can be really disappointing but at least you can return it and receive a refund.  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.  

cymruchris

Was it a big UK retailer with an online presence? Or an overseas company using a .co.uk domain?

Knowing where you bought it might help us recommend possible solutions.

Jellynailer

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.

Vectis

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.

Ok, but what would the negative review actually state in this particular case? That the op changed their mind after seeing the item and had to pay the return postage? They've stated that it's actually 'very similar' to what they saw online.

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.