AO Returns Issue

Maky15

Hi, I’ve returned an Iphone to AO, within time frame, etc so that is not the issue.
The problem is that they claim the box was empty. The phone was definitely there. I asked them to send me pictures of the parcel but in the pictures they are not showing me the seal of the polymailer I used so I could see if it had been tampered with somehow. Only where they cut into it and an empty box. They provided a return label and I dropped the parcel off in a shop, I didn’t know they use Yodel, had I known this I would have contacted them for an alternative method cause I’ve had horrendous experiences with Yodel. They are refusing to process my refund until they get the phone. I called Yodel and they say that AO needs to raise a claim with them, that I cannot do it cause they are the ones that purchased the shipping. What are my rights or how do I make a claim? I bought it on AO finance so I haven’t paid yet but I don’t want to be stuck paying for a phone that got stolen along the way. I just want them to cancel the payment plan before it starts.

Pescur

If AO provided the label they are responsible for the Yodel Contract.

These days with Courier theft at epidemic levels you need to film yourself packing the parcel, film yourself sealing the parcel, film yourself weighing the parcel, film yourself giving the parcel with with weight the same when you give it to a Courier. I write the weight on the parcel too.

I would never use one of those drop shops, do many friends have had theft from those.

There are also videos you can use on YouTube showing how Couriers are targeted by criminals.

I do not know how you paid AO but you have Chargeback if within 120 days and Section 75 if paid by credit card.

If you have solid evidence of weight when sent and of you packing it then the onus is going to be on AO to prove it was not stolen in their care, their care starts when their Courier took possession of it at the store.

I have heard how AO deal with complaints on forums and radio, for that reason I would never buy from them.

AO finance makes it easy, cancel any direct debits you set up and just maintain the dispute and force them to take you to the small claims Court.