Victorian Plumbing claim returned item is damaged

croydonforever

I'm asking for help, I ordered a shower unit from Victorian Plumbing, I paid for delivery on a Friday, but it didn't turn up, it wasn't then going to be redelivered until later the following week.  This didn't fit in with my schedule, so I sourced it from an alternative.

I then returned the unopened box with the original packaging via a recorded delivery from the Post Office.  They've now received the item but claim it is damaged, so won't refund me.  Item was paid using a debit card.

Where do I go from here?

DullGreyGuy

croydonforever said:

I'm asking for help, I ordered a shower unit from Victorian Plumbing, I paid for delivery on a Friday, but it didn't turn up, it wasn't then going to be redelivered until later the following week.  This didn't fit in with my schedule, so I sourced it from an alternative.

I then returned the unopened box with the original packaging via a recorded delivery from the Post Office.  They've now received the item but claim it is damaged, so won't refund me.  Item was paid using a debit card.

Where do I go from here?

Who arranged and paid for its return?

croydonforever

i packed up it and sent it recorded delivery from the Post Office.  They've acknowledged receipt, but claim it is damaged.  Box was unopened

Alderbank

It was damaged while in the care of your chosen delivery service so you need to claim compensation under the T&Cs of that service.

How much did the shower unit cost?

Exactly which delivery service did you choose?
   Royal Mail Signed For pays compensation of up to £20.
   Royal Mail Tracked With Signature pays compo up to £150.

croydonforever

Alderbank said:

It was damaged while in the care of your chosen delivery service so you need to claim compensation under the T&Cs of that service.

How much did the shower unit cost?

Exactly which delivery service did you choose?
   Royal Mail Signed For pays compensation of up to £20.
   Royal Mail Tracked With Signature pays compo up to £150.

I think it was tracked with signature, but the item was worth £500.  Also I don't really want the hassle of trying to claim off them.  They might well say that it was returned in good condition.

Victorian plumbing acknowledge receipt of the package, it has taken them 10 days to say the item was damaged.  they've sent a photo of the unit and there is a mark.  but they haven't provided any photo of the packaging.   As the box was unopened I've no idea if it was damaged before it arrived at my home

the_lunatic_is_in_my_head

Well it's hard for them to prove it was damaged upon return, it could have been damaged on the way out, or even before they shipped it. 

Advise you are exercising your right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and a refund is due within 14 days whilst noting there is no proof on the balance of probability that the goods were damaged during their return.

If they don't refund (or provide some proof, not sure what that could be really) then send a letter before action (templates on Google), personal decision as to whether you wish to go through wit filing small claims. 

croydonforever

the_lunatic_is_in_my_head said:

Well it's hard for them to prove it was damaged upon return, it could have been damaged on the way out, or even before they shipped it. 

Advise you are exercising your right to cancel under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and a refund is due within 14 days whilst noting there is no proof on the balance of probability that the goods were damaged during their return.

If they don't refund (or provide some proof, not sure what that could be really) then send a letter before action (templates on Google), personal decision as to whether you wish to go through wit filing small claims. 

Thanks, that's great, I've asked them for proof that the packaging was damaged on receipt.  They've been in possession for 9 days before discovering the damage, so again I can make a reasonable claim that if it had arrived in poor condition they should have acted sooner - or it is at least as likely that it has been damaged in their possession.  Also the box was unopened, so I can also say it wasn't damaged by myself.

Hopefully will be resolved

Mrs_FB

I have had this exact same problem with Victorian Plumbing. I advise being very careful when ordering online from Victorian Plumbing. Things to note:
1. Cannot speak to a real person - ever
2. You must pay for your own returns, it's taken Victorian Plumbing 8 days to acknowledge my return is in their possession
3. The photographs of the 'damaged' return are sooooo blurred. Intoxicated, I could take better photos! 
4. Go to your local building supplies company. When buying large items and spending over £100 service matters. 
5. Victorian Plumbing are very happy to delivery quickly, they are very unhappy to accept a return of value. In my opinion/experience, I would advise against using this company. 
My saga continues while a chase a refund of my sink unit...... Thanks for advice above @the_lunatic_is_in_my_head

mikb

croydonforever said:

Alderbank said:

It was damaged while in the care of your chosen delivery service so you need to claim compensation under the T&Cs of that service.

How much did the shower unit cost?

Exactly which delivery service did you choose?
   Royal Mail Signed For pays compensation of up to £20.
   Royal Mail Tracked With Signature pays compo up to £150.

it has taken them 10 days to say the item was damaged.

In the reverse position, how many companies would be telling _you_ -- sorry, nothing we can do about that, all damage must be notified within (24-48-72) hours and as such _not our problem_ .... ? Funny how they get to take 10 days and expect it to be _your_ problem ... very imbalanced!

Boohoo

croydonforever said:

I'm asking for help, I ordered a shower unit from Victorian Plumbing, I paid for delivery on a Friday, but it didn't turn up, it wasn't then going to be redelivered until later the following week.  This didn't fit in with my schedule, so I sourced it from an alternative.

I then returned the unopened box with the original packaging via a recorded delivery from the Post Office.  They've now received the item but claim it is damaged, so won't refund me.  Item was paid using a debit card.

Where do I go from here?

Why didn't you open it and inspect it?

It would of saved all this hassle.

You would of also had proof that the item arrived damaged and if it was not damaged you would also have proof that the unit undamaged when it was sent by Post office.

Side note what is the shower unit you are on about please.

Okell

mikb said:

croydonforever said:

Alderbank said:

It was damaged while in the care of your chosen delivery service so you need to claim compensation under the T&Cs of that service.

How much did the shower unit cost?

Exactly which delivery service did you choose?
   Royal Mail Signed For pays compensation of up to £20.
   Royal Mail Tracked With Signature pays compo up to £150.

it has taken them 10 days to say the item was damaged.

In the reverse position, how many companies would be telling _you_ -- sorry, nothing we can do about that, all damage must be notified within (24-48-72) hours and as such _not our problem_ .... ? Funny how they get to take 10 days and expect it to be _your_ problem ... very imbalanced!

But - like it or not - the law is deliberately tipped in favour of the consumer.

Telling VP they should have notified the damage earlier seems perfectly OK in my book