Delivery Charges

Tysernans2018

Hi, purchased some flooring from a company with FREE DELIVERY, when it arrived it was of such poor quality I informed the company straight away I wanted to return it. I personally delivered it back to the company but the company have withheld £45 from my refund to cover delivery costs to me, even though I had free delivery with my order, how can I get this back as the company are not playing ball, thanks in advance 🙏

retiredbanker1

How did you pay? What was the total cost?

Tysernans2018

£404 paid by credit card, with Free Delivery 

retiredbanker1

Tysernans2018 said:

£404 paid by credit card, with Free Delivery 

Speak to your credit card.

twopenny

Look carefully at the Terms and Conditions and see if there is mention on what happens if you don't accept deliver or on returns.

It's just possible this is in there.

Free Delivery for a purchase but they delivered and you didn't purchase.

Presumably there was no fault or flaw in the carpet.

Can understand why you're mad though.

Tysernans2018

twopenny said:

Look carefully at the Terms and Conditions and see if there is mention on what happens if you don't accept deliver or on returns.

It's just possible this is in there.

Free Delivery for a purchase but they delivered and you didn't purchase.

Presumably there was no fault or flaw in the carpet.

Can understand why you're mad though.

Returns policy states an amount will be deducted but who reads that when you’re buying something? Surely the CCR supersedes this, especially when you’re returning something within the cooling off period? Not only was the flooring poor quality but looked nothing like the photos on the website hence the return, Maybe I’m wrong 🤷‍♂️

Isthisforreal99

Which website?

Tysernans2018

Isthisforreal99 said:

Which website?

www.floorstreet.co.uk

twopenny

Who reads that? Me. One of the first things I do when thinking of purchasing.
What I wanted required me to pay return postage to China if there was a problem. 

Okell

Tysernans2018 said:

Hi, purchased some flooring from a company with FREE DELIVERY, when it arrived it was of such poor quality I informed the company straight away I wanted to return it. I personally delivered it back to the company but the company have withheld £45 from my refund to cover delivery costs to me, even though I had free delivery with my order, how can I get this back as the company are not playing ball, thanks in advance 🙏

Did you tell them within 14 days of delivery that you were cancelling the order and did you return the flooring within a further 14 days?

If you did then you are entitled to a full refund (assuming you didn't use or damage any of it) and they can't withold a delivery fee.

If you didn't tell them you were cancelling, then what you are entitled to is whatever their own returns policy says 

Tysernans2018

Okell said:

Tysernans2018 said:

Hi, purchased some flooring from a company with FREE DELIVERY, when it arrived it was of such poor quality I informed the company straight away I wanted to return it. I personally delivered it back to the company but the company have withheld £45 from my refund to cover delivery costs to me, even though I had free delivery with my order, how can I get this back as the company are not playing ball, thanks in advance 🙏

Did you tell them within 14 days of delivery that you were cancelling the order and did you return the flooring within a further 14 days?

If you did then you are entitled to a full refund (assuming you didn't use or damage any of it) and they can't withold a delivery fee.

If you didn't tell them you were cancelling, then what you are entitled to is whatever their own returns policy says 

Delivered last Wednesday and returned last Friday, I didn’t use the term “I want to cancel” I merely said I was returning it as it was poor quality, 1 box was ripped and partially opened and that’s how I examined it, they accepted all 17 boxes back no issues. Unused and resaleable.