Store insists on item return for refund

born_again

Okell said:

kitdonthol said:

Sorry Section 24 is what I should have said. Anyway yes I will source replacement parts myself and leave it there thanks again 

Do you mean you were trying to get a price reduction under s24 to reflect the missing parts?

I'm surprised they wouldn't agree to that given they had already agreed to try to supply the missing parts.

Did you refer to s24 or to s15 when you discussed a price reduction?

I think any hope of a reduction went out of the window when chargeback was started.

Grumpy_chap

kitdonthol said:

I gave up and asked for a refund.

The company now insist that the item is returned to store for a refund.

Am I being unreasonable? 

Yes, in my opinion, you are being unreasonable.

You seem to want to keep the item and have the money back.
If that was agreed to in this instance, what is to stop others from simply repeating your tale of missing bolts as a scheme to obtain a free product?

You can either have the item, or the money back, not both.

savergrant

Grumpy_chap said:

kitdonthol said:

I gave up and asked for a refund.

The company now insist that the item is returned to store for a refund.

Am I being unreasonable? 

Yes, in my opinion, you are being unreasonable.

You seem to want to keep the item and have the money back.
If that was agreed to in this instance, what is to stop others from simply repeating your tale of missing bolts as a scheme to obtain a free product?

You can either have the item, or the money back, not both.

I believe OP wants the retailer to collect the item as they have difficulty returning the item as they no longer have the support of the person who helped them get the item home. Keeping the item is the last resort. However OP also appears to want the item collected while it is partly assembled.

the_lunatic_is_in_my_head

I think, as OP said, they wanted the missing parts, which is a fair request, especially given the retailer agreed to it.

With the retailer having gone back on their word and not delivered in the time stated I see why the OP is miffed about the situation…. 

LightFlare

kitdonthol said:

The company now insist that the item is returned to store for a refund. I part assembled it in good faith that the missing parts were on their way and even bought and attached separate feet to the base board, so now I have a part assembled bulky item that's too heavy to take back to the store without dismantling and taking on several journeys on public transport or a taxi and a struggle in the car park.

That might complicate the situation depending on the method of attachment (and the ability to detach) without differing from the process for the supplied feet

Ectophile

Mark_d said:

If parts were missing then  a reasonable person would have noticed this before starting to build the item.
If your disassemble the item now, the retailer can't simply add the missing parts and sell it.
It is also unreasonable for you to expect a retailer to collect an item that your purchased in store.
If I was you I'd try to comply with the retailer's requests and be grateful if you don't end up out of pocket

Yes, you probably are supposed to check all the bits before you start assembling.  But after that, I think you are being unreasonable.

The shop has supplied an incomplete kit of parts.  It's their responsibility to sort that out, or offer a refund.

Okell

the_lunatic_is_in_my_head said:

I think, as OP said, they wanted the missing parts, which is a fair request, especially given the retailer agreed to it.

With the retailer having gone back on their word and not delivered in the time stated I see why the OP is miffed about the situation…. 

I wonder whether the OP has confused the issue by referring to s15 of the CRA (which he says the seller refused to acknowledge) rather than to s24 when asking for a partial price reduction to cover his purchase of the missing parts?

That together with initiating a chargeback (possibly prematurely) has alienated the seller?

Also, as the OP collected the goods from instore, the seller is right to ask for the OP to return them rather than the seller collect them?

the_lunatic_is_in_my_head

Okell said:

I wonder whether the OP has confused the issue by referring to s15 of the CRA (which he says the seller refused to acknowledge) rather than to s24 when asking for a partial price reduction to cover his purchase of the missing parts?

Yes possibly  

Okell said:

That together with initiating a chargeback (possibly prematurely) has alienated the seller?

Yes probably!

Okell said:

Also, as the OP collected the goods from instore, the seller is right to ask for the OP to return them rather than the seller collect them?

Again probably unless the retailer has offered to collect the goods at any point, although if OP wants a price reduction (seems sensible in this case) they'd get some money back and keep the goods.