The Range and their refund policy

Whyissomeonealwayspullingacon

Okay, some of this is on me to some extent but I bought a 1080p video camera from the range for £16.99. I was fully aware it wouldn't be great but thought it might do a job for something.

So I didn't realise it was via one of their third party suppliers on their website (wouldn't have crossed my mind it didn't come from their warehouse) and had to wait for it to arrive from China seemingly.

On opening, of course, it wasn't even remotely close to 1080p, and best 720 and was completely mi-sold an item. f you can remember what videoing was like on the very first mobile phones, you are close.

After plenty of non responses from The Range, eventually someone said they'd have to speak to the seller to confirm the return even though their refund policy didn't seem to suggest that. Indeed, why should I care what China says, I thought I'd bought through The Range.

Three weeks on, after five emails, all not responded to at various times, I have my returns label but £4 of my refund is being kept back as payment for the refund.

Essentially they sold me a not as described item and am charging me more than a standard Evri return price to get most of money back.

The Range aren't even interested in engaging about this refund price, allowing me to contest it, so does anyone know where I can report this to outside them? I realise this is just '£4' but that's not the bit, it's the principal of purchasing a defective product then paying then £4 to return it for them to presumably sell again,

Thanks for any help if anyone knows of anything.

the_lunatic_is_in_my_head

Once sent back, delivered and refunded do a chargeback with your card provider for the remaining £4  

cymruchris

I had awful issues with the range and getting a refund for some shelves that were a different size to those I ordered again from a marketplace seller. They were also sent to the wrong address in Wales, when I’d given an English address. They were then wrong when they eventually turned up. They then tried to collect them for return from that same address in wales, and only then finally managed to pick them up directly from me here. They couldn’t answer as to how they’d been sent to a completely different address. 

Their WhatsApp help channel didn’t reply - their live chat channel took an hour for someone to connect and if you weren’t there at the computer as they said hi you’d be disconnected. It was an absolute farce contacting them and trying to get a resolution.

i wrote a snail mail letter of complaint to the CEO at their head office - didn’t get a reply by snail mail but did get an email from their exec customer service team. 

It took about a month to resolve. They had to wait for the market place seller to confirm return. 

Absolute joke of a company. If you’re going to offer a marketplace option - there needs to be easier comms channels and refund options when things go wrong. 

I did eventually get the refund but many people would have given up by the time I’d resolved it. 

I won’t touch The Range tor anything ever again - I wont even go into one of their stores. 

Disastrous experience with The Range. 

born_again

the_lunatic_is_in_my_head said:

Once sent back, delivered and refunded do a chargeback with your card provider for the remaining £4  

Sadly won't work. As postage is in this case not part of the chargeback.

born_again

Whyissomeonealwayspullingacon said:

Okay, some of this is on me to some extent but I bought a 1080p video camera from the range for £16.99. I was fully aware it wouldn't be great but thought it might do a job for something.

So I didn't realise it was via one of their third party suppliers on their website (wouldn't have crossed my mind it didn't come from their warehouse) and had to wait for it to arrive from China seemingly.

On opening, of course, it wasn't even remotely close to 1080p, and best 720 and was completely mi-sold an item. f you can remember what videoing was like on the very first mobile phones, you are close.

After plenty of non responses from The Range, eventually someone said they'd have to speak to the seller to confirm the return even though their refund policy didn't seem to suggest that. Indeed, why should I care what China says, I thought I'd bought through The Range.

Three weeks on, after five emails, all not responded to at various times, I have my returns label but £4 of my refund is being kept back as payment for the refund.

Essentially they sold me a not as described item and am charging me more than a standard Evri return price to get most of money back.

The Range aren't even interested in engaging about this refund price, allowing me to contest it, so does anyone know where I can report this to outside them? I realise this is just '£4' but that's not the bit, it's the principal of purchasing a defective product then paying then £4 to return it for them to presumably sell again,

Thanks for any help if anyone knows of anything.

Just had a quick look on the range for camera.

https://www.therange.co.uk/technology-and-appliances/cameras/handheld-cameras/hd-underwater-sports-action-camera/

It is very clear at the top it is a marketplace seller & gives retailers name.

the_lunatic_is_in_my_head

born_again said:

the_lunatic_is_in_my_head said:

Once sent back, delivered and refunded do a chargeback with your card provider for the remaining £4  

Sadly won't work. As postage is in this case not part of the chargeback.

Looks like they keeping £4 out of the refund rather than charging £4?