Advice dealing with Robert Dyas return

username223

Hi, 

We bought a garden Gazebo/Pergola online (01/07/25) from Robert Dyas, using a credit card, and it arrived damaged and incomplete (04/07/25).

We reported the damage on the day it arrived. It was quite poor, the main frame was bent, parts were scratched and the majority of fixings were missing from a torn plastic bag. It seemed clear this was second-hand and had been poorly repackaged. 

We asked for a replacement or, if it wasn't available, a refund. However, we keep going around in circles where they keep saying they need to liaise with the supplier. The last update was that it would take another 12 working days (that'll be 5 weeks total) for the supplier to provide a resolution.

This is a big box which took two people to deliver - i'm really keen to get it out of our house, as it's in the way. Whether they replace or refund, the original box needs to go.

I don't know what action i should take, they seem to be intentionally stalling. I could only find advice about rights to return within x number of days, not any guidence if the company is evasive. 

Thanks for your help. 

 

Cheslea2010

Robert Dyas usually refund without question so I would persevere. They usually refund straight away and then argue the toss with the supplier afterwards so I am surprised you are having issues.

username223

This is very strange, since posting a refund has suddenly arrived. 

However, Dyas now say they are shutting the case and IF the supplier wants the product back, they'll be in touch within 30 day, otherwise feel free to dispose of it. 

It's a massive 3m box - we don't have a way to get rid of it. What are their obligations to take the item back? 

Aylesbury_Duck

username223 said:

This is very strange, since posting a refund has suddenly arrived. 

However, Dyas now say they are shutting the case and IF the supplier wants the product back, they'll be in touch within 30 day, otherwise feel free to dispose of it. 

It's a massive 3m box - we don't have a way to get rid of it. What are their obligations to take the item back? 

I don't think they have any, yet.

Are you happy to keep what might be a free product?  If so, it's worth being patient and suffering some inconvenience.  If not, you could advise them that the only place you can store it for up to 30 days is outside and while you'll do your best to shield it from wet weather, you want guarantee it won't get wet.