Problem returning the wrong item

Princessa_2

Hi,

I ordered some white drawers from Debenhams on 26/8 using next day delivery. I received the drawers, but when I went to build them up, they weren’t the white ones. I got in touch with them via their WhatsApp service to let them know, and it seems that I’ve been sold the item by Debenhams but using a third party seller. 

It took them over 24 hours to get back to me, and they provided an email address to arrange a return with the seller. The seller never got back to me, so I got back in touch on the WhatsApp, again taking 24 hours to reply. They offered me a 10% refund to keep the item, but I don’t want the wrong colour, so declined. I was told I could return the order, and they would send the white out, which I want to do. However, they want to use their collection service which can only collect Mon-Fri while I’m at work. I can’t take time off to allow for collection. They also cannot collect before the 15/9, so it will likely be three weeks after I order that I’d be able to have the product I need sent out.
I let them know this, and again they offered me 10% off. I feel like they don’t want me to return and keep pushing a discount and delaying the response or collection in order to force me to keep this wrong product. I feel like I’m going round in circles with it.

I’d like the parcel collected, but it can’t be done if I’m in work. I’m also annoyed that despite using next day delivery, it’s likely to be another two weeks until I get the product I need, and that’s if I’m able to have it collected. I’m worried that it will get too close to the cut off where they won’t accept a return. 

Does anyone have any ideas on what to do? 

Thanks for reading!

swingaloo

Can you not arrange someone to be there for collection? Its annoying but if you want them collecting asap then saying they can only collect at weekends is not going to help get a fast resolution. Did they deliver them at weekend?

Princessa_2

Thanks for the reply. I’d love to have them collected, but I work in a school and can’t get time off myself. My kids are currently home from uni and so if they could be collected this week then they’d be in to sort it, but for some reason they can collect til after the 15th and they’ll have gone back to uni by then. It was DHL who delivered on a weekday.

Princessa_2

I think it should be ok if I leave it outside of my house for collection, as long as DHL will take it with me not being there, and as long as it doesn’t rain and soak the box.

sheramber

Princessa_2 said:

I think it should be ok if I leave it outside of my house for collection, as long as DHL will take it with me not being there, and as long as it doesn’t rain and soak the box.

And nobody else helps themselves.