Bose/UPS issue with stolen parcel

jasminemoney

Hello, I hope someone can help me because I amliterally at the end of my tether. I purchased a very expensive pair of noise cancelling headphones for my granddaughter on 13th January they were due to be delivered 15th. On 15th I had a message saying they were delayed, after conversations with Bose the package was eventually delivered to a post office for picking up on 19th. When my partner and granddaughter got there to pick it up it was clear the package had been tampered with. It was in a UPS box and a piece of the original packaging was on top and it was sealed with two pieces of parcel tape very roughly. My granddaughter immediately took a picture of it on the counter at the post office, they didn't open it and brought it home. The photo my granddaughter has was taken at exactly the same time as the UPS confirmation of collection.

They brought it home and I immediately contacted Bose via their online chat and then telephone. They told me to open the package and take a photograph, which I did. There was a small cheap set of headphones in the box. I told the agent this and they raised a complaint. Since then I have had many conversations with Bose and they just keep telling me they are investigating and can I wait. UPS picked up the tampered with parcel on 28th for 'inspection'.

I was initially told on 20th that it would be 48 hours, then the next conversation said 72 hours, then they said 8-10 days, now they just keep saying wait 2-3 more days for the investigation to be complete. I honestly don't know what to do. I have tried phoning and online chat and it is getting me nowhere!

I am disabled and currently unable to walk due to a serious spinal event that happened in November. I am in constant pain from that and fibromyalgia and two forms of arthritis. My granddaughter and grandson live with us and have been through a lot in their lives. My granddaughter is autistic and suffers from severe anxiety and sensory difficulties. She needed the headphones, which were recommended to us, for her mock exams and then in school. She couldn't do her mock exams and has hardly been in school because she didn't have noise cancelling headphones to stop her being overwhelmed. I tried to explain this to Bose but they just said I would have to wait.

This is causing considerable stress as we are honest loving people who are just trying to do our best in the situation we find ourselves.

Can anyone advise what I do next?

Sam_666

Have you got proof of raised complaint, i.e. email or refference number?
If you have above and paid with credit card and item is over £100, raise issue with card issuer.
Explain what happend and ask for charge back to be applied.

If you didnt use CC, your options are bit limited. Good luck.

marcia_

https://forums.moneysavingexpert.com/discussion/comment/81864998#Comment_81864998

you can also raise a chargeback if you pay with a debit card. Credit card gives the additional protection of s75

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81864998#Comment_81864998

As above, you're mixing up section 75 and chargeback, which are two different processes. It's plausible that either could result in a refund for OP (rather than the correct goods), but unlikely that this would be particularly quick - chargeback is probably the quicker of the two but the card company probably won't accept a claim yet, when the goods were only returned a few days ago.

Vitor

Suggest stop calling or using chat. Email customerservice@bose.com instead so you have a record. State you did not receive the goods ordered and under the Consumer Rights Act 2015 the retailer is responsible until correct delivery. Their UPS investigation is irrelevant. Require a full refund or replacement within 14 day or if the matter is not resolved, you will pursue recovery via your card provider

user1977

In the meantime, buy another pair of headphones if they're needed urgently. Even if Bose choose to send another pair, you'd still be entitled to return them.

Kat78MFW

https://www.amazon.co.uk/soundcore-Cancelling-Headphones-Bluetooth-Transparency-White/dp/B0CQXMXJC5

My autistic daughter uses these noise cancelling headphones. She finds them excellent. They are only £32 on Amazon at the moment if you need to buy a lower cost pair for the time being while you wait for resolution from Bose/UPS.

Ergates

https://forums.moneysavingexpert.com/discussion/comment/81865219#Comment_81865219

This is good advice - if the primary purpose of the headphones is their noise cancelling properties, then other (cheaper) options area available. Bose often get recommended - but these are generally by people who are using them to listen to music etc. If you just want the quietness, then cheaper options will be as good. Even a pair of ear-defenders can work wonders.

https://forums.moneysavingexpert.com/discussion/comment/81865066#Comment_81865066

And this is also good advice. Companies will often say "Please wait whilst we conduct our investigation" - but from a legal position, they don't have the right to insist on that. You didn't receive the goods you paid for so they should refund you within 14 days of being notified. Their investigations are their problem, not yours, and you shouldn't have to wait for them.

If you send them an email as suggested, give them a few days to respond, then follow up with a letter before action (templates available on line).