Being refused a return for an item an item for something I bought online

TylerDurden77

MyRealNameToo said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

For change of mind, which this is, then the retailers terms can make the buyer responsible for the cost of return. If they do then liability remains with you too. 

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Is there damage to the box? You dont mention in your post what state the box was in when they received it.

So what are they intending? To repair it and return it to you? They can't have you pay for the repair and keep it and keep your monies. 

The box was fine apart from a small dent on the top right of it. That dent was already there when I received it as I remember thinking it was odd but it’s not a huge dent. The controller was completely fine when I was playing on it so it wasn’t damaged when I received it. When I boxed it up to return it I gave it a good wipe down and there was no damage at all to it. The only way that jog wheel could have been broken was if the shop did it. They had already agreed to swap it for a different controller but then I emailed while it was in transit to say I just wanted a refund.

My word against theirs I suppose but I’d have thought it was on them to prove it and not me.

TylerDurden77

TylerDurden77 said:

MyRealNameToo said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

For change of mind, which this is, then the retailers terms can make the buyer responsible for the cost of return. If they do then liability remains with you too. 

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Is there damage to the box? You dont mention in your post what state the box was in when they received it.

So what are they intending? To repair it and return it to you? They can't have you pay for the repair and keep it and keep your monies. 

The box was fine apart from a small dent on the top right of it. That dent was already there when I received it as I remember thinking it was odd but it’s not a huge dent. The controller was completely fine when I was playing on it so it wasn’t damaged when I received it. When I boxed it up to return it I gave it a good wipe down and there was no damage at all to it. The only way that jog wheel could have been broken was if the shop did it. They had already agreed to swap it for a different controller but then I emailed while it was in transit to say I just wanted a refund.

My word against theirs I suppose but I’d have thought it was on them to prove it and not me.

They said they will send it back to pioneer for repair then send it back to me. But I’d have to pay for the repair.

TylerDurden77

eskbanker said:

TylerDurden77 said:
One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box.

You presumably mean 'no' rather than 'now', which would effectively mean the opposite?

Yeah sorry I meant no. The only thing was a small dent on the top but that was there when I received it. The jog wheel was fine when I sent it back. Would take a lot of force to break that through a padded box.

Ergates

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Unfortunately there is no real way for you to prove your suspicions - but I'd say it was somewhat unlikely they'd deliberately break something just to avoid giving a refund when they could just sell it.   Especially if they're then getting it repaired.  

I think your first action here is to ask them to clarify what their plan is.   You say they're refusing to give a refund AND they expect you to pay for the repair.  They can't do both!

Either - they refund you in full THEN bill you for the repair.     OR they deduct the cost of the repair from the refund.

Either option would be reasonable but the 2nd one makes a lot more sense.

Once you know how much you'll be out of pocket, you can then raise a claim with the courier - i.e if the good were worth £1000 and the repair costs £300, they refund you £700 and you claim £300 from the courier.

It might be an idea to start the claims process with the courier now - if you can do so without the full details.

TylerDurden77

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Unfortunately there is no real way for you to prove your suspicions - but I'd say it was somewhat unlikely they'd deliberately break something just to avoid giving a refund when they could just sell it.   Especially if they're then getting it repaired.  

I think your first action here is to ask them to clarify what their plan is.   You say they're refusing to give a refund AND they expect you to pay for the repair.  They can't do both!

Either - they refund you in full THEN bill you for the repair.     OR they deduct the cost of the repair from the refund.

Either option would be reasonable but the 2nd one makes a lot more sense.

Once you know how much you'll be out of pocket, you can then raise a claim with the courier - i.e if the good were worth £1000 and the repair costs £300, they refund you £700 and you claim £300 from the courier.

It might be an idea to start the claims process with the courier now - if you can do so without the full details.

That is what they are saying. That unit isn’t damaged. Those platters just lift off. All they have done is take the platter off and say it’s broken off. Total crap. 

Ergates

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Unfortunately there is no real way for you to prove your suspicions - but I'd say it was somewhat unlikely they'd deliberately break something just to avoid giving a refund when they could just sell it.   Especially if they're then getting it repaired.  

I think your first action here is to ask them to clarify what their plan is.   You say they're refusing to give a refund AND they expect you to pay for the repair.  They can't do both!

Either - they refund you in full THEN bill you for the repair.     OR they deduct the cost of the repair from the refund.

Either option would be reasonable but the 2nd one makes a lot more sense.

Once you know how much you'll be out of pocket, you can then raise a claim with the courier - i.e if the good were worth £1000 and the repair costs £300, they refund you £700 and you claim £300 from the courier.

It might be an idea to start the claims process with the courier now - if you can do so without the full details.

That is what they are saying. That unit isn’t damaged. Those platters just lift off. All they have done is take the platter off and say it’s broken off. Total crap. 

OK that's not what you said before though.   

I don't think anybody on here is a DJ Controller repair engineer, so we can't really comment on whether or not the unit actually *is* damaged.   

If they wish you to pay for the repair then it would be reasonable to provide you with an invoice from Pioneer proving the cost of the repair.   If they send it to Pioneer and it's not damaged then Pioneer would just say "It's not damaged" and send it back and they'd then not have an invoice.  If, however, Pioneer conduct a repair and charge for it then that would imply there *was* some kind of damage.

TylerDurden77

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

Ergates said:

TylerDurden77 said:

I am being denied the right to return an item I bought online. I’m sure I have 14 days to cancel. I bought a DJ controller online brand new. I played it when it arrived but I didn’t like it so I asked the store if I could swap for a different one. They agreed. While it was in transit back to them (which cost me £45 to send it back) I decided not to swap it and told them I just want a refund. When they received the controller they sent me a photo of it saying it was broken. One of the jog wheels was broken. It absolutely was not broke when I sent it back to them. It was perfectly fine as I cleaned it before boxing it up. Now they are saying they can’t offer a refund or exchange as it’s damaged and I’ll have to pay for the repair. What can I do? I sent it back after only having it 2 days. Any help would be greatly appreciated.

You say the return cost you £45 - does this mean that you arranged the courier?   If so, then the goods remained your responsibility until they were delivered to the retailer.  If they've been damaged in transit then you will need to raise a claim against the courier.

Hi. Yes I arranged the courier with insurance for up to £1000. Been reading online and from I can gather the store should have paid for the return. But again it’s only from reading online so I have no idea really.

Depends on the T&Cs.  Normally they'd pay for it, and if they do that's preferable - not just because it saves you money, but because when they arrange the courier they assume responsibility as soon as the package is handed over.

You should raise a claim with the courier for the damage to reflect your losses.  The retailer is asking you to pay for repair?  But also hasn't given you a refund at all?   They can't do both.

They could either refund you in full then send you a bill for repairs or, more sensibly, deduct the cost of the repairs from the amount they refund.

Yea they said they are sending it back to Pioneer to repair it but I will have to pay for it. They are flat out refusing to refund it or exchange it based on the fact that it’s damaged. But it 100% wasn’t when I sent it back and the box has no signs of damage on it and the photo they sent me of the damage to the unit was massive. One of the jog wheels had broken off. That is simply impossible to have happened in transit if there’s now damage to the box. I honestly believe they did it to the controller to try and get out of refunding it.

Unfortunately there is no real way for you to prove your suspicions - but I'd say it was somewhat unlikely they'd deliberately break something just to avoid giving a refund when they could just sell it.   Especially if they're then getting it repaired.  

I think your first action here is to ask them to clarify what their plan is.   You say they're refusing to give a refund AND they expect you to pay for the repair.  They can't do both!

Either - they refund you in full THEN bill you for the repair.     OR they deduct the cost of the repair from the refund.

Either option would be reasonable but the 2nd one makes a lot more sense.

Once you know how much you'll be out of pocket, you can then raise a claim with the courier - i.e if the good were worth £1000 and the repair costs £300, they refund you £700 and you claim £300 from the courier.

It might be an idea to start the claims process with the courier now - if you can do so without the full details.

That is what they are saying. That unit isn’t damaged. Those platters just lift off. All they have done is take the platter off and say it’s broken off. Total crap. 

OK that's not what you said before though.   

I don't think anybody on here is a DJ Controller repair engineer, so we can't really comment on whether or not the unit actually *is* damaged.   

If they wish you to pay for the repair then it would be reasonable to provide you with an invoice from Pioneer proving the cost of the repair.   If they send it to Pioneer and it's not damaged then Pioneer would just say "It's not damaged" and send it back and they'd then not have an invoice.  If, however, Pioneer conduct a repair and charge for it then that would imply there *was* some kind of damage.

I know they are lying which is why I’m not backing down. I’ve had a few controllers in the past and I know that the jog wheel just comes off. It just pulls off. But you have to exert some force underneath it to pull it off.  When I sent it back it was completely intact. It was boxed up in a padded box with the jog wheels packed tightly inside the polystyrene. The box itself had no damage on it when they sent me a photo of it. So there is simply no way for that jog wheel to come off unless they pulled it off.

MyRealNameToo

Why'd you buy from these guys rather than Gear4Music? 

G4M dont have the best reputation if you ask dedicated small music shops but their complaints are more of the stack 'em high, sell them cheap approach rather than customer service etc. For basic stuff like electronics they are great, for things like guitars etc specialists will do work on them before they sell so it depends on if you value this or not. 

bazdvd

if the jog wheels come off that easily surely Pioneer will just push it back on and mention this on the repair docket.

bazdvd

looks like they dont just push on https://www.reddit.com/media?url=https://preview.redd.it/replacement-jog-tops-for-xdj-rr-v0-sfz2b46o2sjb1.png?width=227&auto=webp&s=e99f750c15ce285a3dba48692e9d21f898f9c9d3