New watch - UK online store sent me second hand one & no receipt

YorkshireJames

I bought a fitness watch from an online UK store this week. I'd not used the store before but it got okay reviews on Trust Pilot and is London based.  I paid on Amex credit card just in case.

I didn't get an email receipt and when the watch arrived I charged it and tried to register the warranty and it said it has already been registered by someone else.

The watch must be secondhand hand, but there was no indication of that on the website and the price was similar other new prices.

I've now had a look at the returns on their website and it says they do not accept returns on fitness watches.

So I bought an expensive new fitness watch, but I'm stuck with a secondhand one, no returns and no receipt.

What can I do?

elsien

Contact them in the first instance to explain that what was sent isn’t not what you ordered? 

TadleyBaggie

Who is the retailer?

born_again

Who is retailer?

MyRealNameToo

YorkshireJames said:

I bought a fitness watch from an online UK store this week. I'd not used the store before but it got okay reviews on Trust Pilot and is London based.  I paid on Amex credit card just in case.

I didn't get an email receipt and when the watch arrived I charged it and tried to register the warranty and it said it has already been registered by someone else.

The watch must be secondhand hand, but there was no indication of that on the website and the price was similar other new prices.

I've now had a look at the returns on their website and it says they do not accept returns on fitness watches.

So I bought an expensive new fitness watch, but I'm stuck with a secondhand one, no returns and no receipt.

What can I do?

So what has the merchant said? 

Do you have a link to the page you bought it from?

It could be an innocent mistake, unfortunately lots of people order stuff online, mess about with it then send it back as unwanted per their rights under the CCR which normally means it then gets shipped out to the next person who orders the item. Most you can't tell its ever been touched and everyone is happy but occasionally you get one that shouldn't have been put back on sale and its missed by the returns team

user1977

YorkshireJames said:

an online UK store...is London based. 

Are you sure about that? Lots of foreign websites splash "London" around their site.

YorkshireJames

elsien said:

Contact them in the first instance to explain that what was sent isn’t not what you ordered? 

But can't they then just send me an edited receipt that says "second hand" at the top (or anything else i complain about) and tell me that's what I bought?

Also, there's no way to contact them in writing except a form on their website.

YorkshireJames

TadleyBaggie said:

Who is the retailer?

I won't say online in case it causes problems with my dispute.

sheramber

YorkshireJames said:

TadleyBaggie said:

Who is the retailer?

I won't say online in case it causes problems with my dispute.

Check the terms and conditions to see what    governing laws apply. 

MyRealNameToo

YorkshireJames said:

elsien said:

Contact them in the first instance to explain that what was sent isn’t not what you ordered? 

But can't they then just send me an edited receipt that says "second hand" at the top (or anything else i complain about) and tell me that's what I bought?

Also, there's no way to contact them in writing except a form on their website.

They are a one man band operating as a drop shipper, surprisingly the admit they are a drop shipper on their website. 

If you look at their Privacy Policy it does give you an email address

Personally I have issues with them saying they give "their warehouse team" days off so dont ship on Sat, Sun or Bank Holidays and yet their companies house return says there is only one person working for the company who is the director. Plus elsewhere they say they drop ship so have no warehouse nor warehouse team. 

It gets even worse on her LinkedIn page where she says she's been the Managing Director since 2009 and yet the company was only formed in 2023. She's also the director of a vitamin patch company since 2022 which also was only formed in 2022. Both having negative balance sheets and virtually no assets

the_lunatic_is_in_my_head

YorkshireJames said:

I bought a fitness watch from an online UK store this week. I'd not used the store before but it got okay reviews on Trust Pilot and is London based.  I paid on Amex credit card just in case.

I didn't get an email receipt and when the watch arrived I charged it and tried to register the warranty and it said it has already been registered by someone else.

The watch must be secondhand hand, but there was no indication of that on the website and the price was similar other new prices.

I've now had a look at the returns on their website and it says they do not accept returns on fitness watches.

So I bought an expensive new fitness watch, but I'm stuck with a secondhand one, no returns and no receipt.

What can I do?

If AMEX is a credit card and the watch was over £100 contact them for Section 75 cover. 

Also nab a screenshot of the listing but they can't later send an invoice saying second hand.