Carpet cleaner missing parts

Boohoo

My partner bought a Spot cleaner direct from the manufacturer and delivered on 24/3/25.
On opening the boxes she discovered that ar least 1 part is missing and maybe 2 more as on the box, manual and website have different listed as being in the box/order.
She called them but after 1 hour gave up so sent an email.
So far no reply and yesterday called again and was sent from 1 department to another and then got "cut off".
On Thursday she will going to look after her sister who will be in hospital for an op and then she will staying at her house when discharged and will be there for about 2 weeks.
Her sister has an old small dog that has not been going out much due to her sister ailments and has been going doing the business in doors so partner was going to use the cleaner while she was there and bring it home after.

She paid using PayPal 3 installments as over £100 .

The cleaner has a 30 day money back options but my partner has had the cleaner for 8/9 days now and will be away for at least 14 days from Thursday so she will be nearly out of time to send it back. I will not be at home during the week so I can't be there to send the package back.

Has anyone got any advice on what she can do to sort this out or will she have to get PayPal involved?

TELLIT01

You can reject the item within 14 days of receipt, and have a total of 28 days to return it.  Contact the vendor today and, if necessary, arrange a day off to be there for collection.  Alternatively, if the missing parts don't prevent it being used, keep it and continue to press the vendor for the missing items.

the_lunatic_is_in_my_head

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Boohoo

TELLIT01 said:

You can reject the item within 14 days of receipt, and have a total of 28 days to return it.  Contact the vendor today and, if necessary, arrange a day off to be there for collection.  Alternatively, if the missing parts don't prevent it being used, keep it and continue to press the vendor for the missing items.

The issue is getting hold of someone to issue a returns label and arrange the courier which was DPD who delivered it.

The parts that are missing was one of the reasons she went for that machine but getting someone from Bissel to confirm or deny what is included is hard.
As for time off I can't as I work away from home all week and she will be her sister's. I don't think if she took the cleaner and all packaging they would collect from a different address?

Boohoo

the_lunatic_is_in_my_head said:

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Bissel.

I have read some of the reviews about the c/s and it's shocking.

Not sure about PayPal but I will tell her to have a look but her problem is getting Bissel to accept/arrange a return and if she went through PayPal would that disrupt things?

the_lunatic_is_in_my_head

Boohoo said:

the_lunatic_is_in_my_head said:

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Bissel.

I have read some of the reviews about the c/s and it's shocking.

Not sure about PayPal but I will tell her to have a look but her problem is getting Bissel to accept/arrange a return and if she went through PayPal would that disrupt things?

Thanks OP, they are a UK company so standard consumer rights apply but enforcing them is the difficult part.

If Paypal offer cover with the 3 payment plans then that will likely be the path of least resistance if Bissel won't respond. 

Paypal cover will be return for a refund but if you are having this much trouble now with getting missing bits sent how much trouble are you going to have if the thing fails 7 months down the line  

Boohoo

the_lunatic_is_in_my_head said:

Boohoo said:

the_lunatic_is_in_my_head said:

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Bissel.

I have read some of the reviews about the c/s and it's shocking.

Not sure about PayPal but I will tell her to have a look but her problem is getting Bissel to accept/arrange a return and if she went through PayPal would that disrupt things?

Thanks OP, they are a UK company so standard consumer rights apply but enforcing them is the difficult part.

If Paypal offer cover with the 3 payment plans then that will likely be the path of least resistance if Bissel won't respond. 

Paypal cover will be return for a refund but if you are having this much trouble now with getting missing bits sent how much trouble are you going to have if the thing fails 7 months down the line  

I have started a resolution claim/report through PayPal.

I got a reply through PayPal from what I thought was Bissel but from company called Stearn who are the firm that the Pay in 3 was to.

The reply stated that I have never contacted them direct but I have googled their name and they are connected to Bissel.

I am not sure how a return/refund would work now as the carpet needs to go back to Bissel for me to get refunded.

born_again

Stearn – National Super Distributor to the UK’s Electrical Industry

To which why would you contact them & not retailer?

Boohoo

born_again said:

Stearn – National Super Distributor to the UK’s Electrical Industry

To which why would you contact them & not retailer?

Maybe I was not explaining it well on my thread.

She bought the cleaner on Bissel website and paid using PayPal pay in 3 installments.
Spot cleaner delivered with missing parts/s so contacted Bissel using their website contact form.

Made a thread on here and was advised to use PayPal buyer protection (or something like that) and started the process but the payment was processed by Stearn so that is who PayPal has down as paying so that is why I have contact with Stearn.

There is no mention of Bissel on the PayPal transaction.

the_lunatic_is_in_my_head

Boohoo said:

the_lunatic_is_in_my_head said:

Boohoo said:

the_lunatic_is_in_my_head said:

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Bissel.

I have read some of the reviews about the c/s and it's shocking.

Not sure about PayPal but I will tell her to have a look but her problem is getting Bissel to accept/arrange a return and if she went through PayPal would that disrupt things?

Thanks OP, they are a UK company so standard consumer rights apply but enforcing them is the difficult part.

If Paypal offer cover with the 3 payment plans then that will likely be the path of least resistance if Bissel won't respond. 

Paypal cover will be return for a refund but if you are having this much trouble now with getting missing bits sent how much trouble are you going to have if the thing fails 7 months down the line  

I have started a resolution claim/report through PayPal.

I got a reply through PayPal from what I thought was Bissel but from company called Stearn who are the firm that the Pay in 3 was to.

The reply stated that I have never contacted them direct but I have googled their name and they are connected to Bissel.

I am not sure how a return/refund would work now as the carpet needs to go back to Bissel for me to get refunded.

Hi OP

Paypal should advise on this, if it isn't clear I'd reach out to them, claims on normal Paypal payments require returns to go to a specific address that Paypal provide otherwise the claim won't be successful, again I'm not on the exact requirements of these pay in 3 schemes  

Boohoo

the_lunatic_is_in_my_head said:

Boohoo said:

the_lunatic_is_in_my_head said:

Boohoo said:

the_lunatic_is_in_my_head said:

Which website OP? 

Does Paypal not offer some protection here for SNAD?

Bissel.

I have read some of the reviews about the c/s and it's shocking.

Not sure about PayPal but I will tell her to have a look but her problem is getting Bissel to accept/arrange a return and if she went through PayPal would that disrupt things?

Thanks OP, they are a UK company so standard consumer rights apply but enforcing them is the difficult part.

If Paypal offer cover with the 3 payment plans then that will likely be the path of least resistance if Bissel won't respond. 

Paypal cover will be return for a refund but if you are having this much trouble now with getting missing bits sent how much trouble are you going to have if the thing fails 7 months down the line  

I have started a resolution claim/report through PayPal.

I got a reply through PayPal from what I thought was Bissel but from company called Stearn who are the firm that the Pay in 3 was to.

The reply stated that I have never contacted them direct but I have googled their name and they are connected to Bissel.

I am not sure how a return/refund would work now as the carpet needs to go back to Bissel for me to get refunded.

Hi OP

Paypal should advise on this, if it isn't clear I'd reach out to them, claims on normal Paypal payments require returns to go to a specific address that Paypal provide otherwise the claim won't be successful, again I'm not on the exact requirements of these pay in 3 schemes  

After a few back and forth through PayPal resolution process messages Stearn denied me being a customer so I sent the Bissel email I got with my question about missing parts which had all the Bissel logos and info on.

Within 2 mins I get an email from Bissell saying they never got my email/contact from last week and asked what the issue was.

Explained and another email was received saying the parts are not included and what is in the manual and on the box are wrong but the hose part I am missing is correct.

Replied saying I don't have trust in them to sort things out now or in the future if I keep the cleaner and said I will be going for a return through PayPal as free returns. Bissell charge for a return according to thier website. They said I can do a DPD returns label.

My question is if I go through PayPal who do they use for returning and do they do pick up from home as the box is large.

I/she have not done a PayPal return for years so don't know the couriers that they use.