FixPart customer service/returns frustration.

SpikeyKitten

Hi.

Not sure if you are familiar with this company. They sell parts for washing machines.

My washing machine stopped working recently and my online research told me that my carbon brushes were at fault. After looking on eBay/Amazon etc I found FixPart who were much more expensive for shipping but claimed next day delivery. So as I was without a washing machine I ordered with them at about 7am. The website said that a shipping confirmation would be sent.

That evening as no confirmation had been sent, I contacted them (online message bot only, which takes a day/days for reply, no phone option/instant chat) asking to confirm that the parts had been sent, and if not to cancel my order as I only ordered due to the next day delivery claim and I can buy them locally.

A couple of days later after I'd already been and bought the parts locally and fixed my washing machine. a representative of FixPart emailed back to say that there was a delay in posting my parts due to a delay in acquiring the parts from their supplier. And that I could cancel the order if I wished. I replied that I'd like to cancel.

The next day the parts arrived. Then another after that a message saying something like "I can see that the parts have now been delivered, we assume that answers all your questions" etc…

I replied in the negative asking for a return label in order to get a full refund. A few days later I get a message pointing me to their returns process. Which says that the item must be returned within 14 days and that the return cost will be borne by the buyer.

So I've replied again asking for a label or confirmation that my return costs will be reimbursed and am now waiting again for a reply.

Anyone know what my rights are here? It seems like I'll lose the return cost if I send it back now. But equally, it feels like they'll be running down the returns window by taking days to answer each email. The parts are sat on my desk unopened.

Thanks

soolin

Did you buy direct or from ebay or Amazon?

If you bought direct I will move this to the consumer rights board , but where did you see the next day guarantee? All i can see is that they aim to deliver in 1-3 days

SpikeyKitten

Thanks.

Yes, I bought direct. Please do move if not in the correct section.

I'm not sure there was a guarantee as such. I'm pretty sure it said something like 'in stock, delivered tomorrow'. I'll have another look.

SpikeyKitten

Ah here we are, over on the right.

SpikeyKitten

That was the precise reason I chose them over going to a local the next day, or waiting for an eBay purchase with free p&p. Seems a bit off to be charging nearly £7 p&p for a tiny packet whilst giving the false impression that you'll receive next day delivery for the cost. And then provide a glacially slow customer service.

noitsnotme

If its only a tiny packet you could send it back for £2.85 via Royal Mail Tracked 48. I know this is MSE but is it worth a fight and the time it could involve, over less than £3?

GrumpyDil

That's assuming they have a UK returns address. The company is based in the Netherlands and I can't find any trace of a returns address.

noitsnotme

https://forums.moneysavingexpert.com/discussion/comment/81957448#Comment_81957448

Good spot. If it was me I’d just stick the parts on eBay and leave a negative review on TrustedShops (linked on their website).

Lesson learned to check the feedback before buying - lots of 1 stars reviews complaining about slow shipping.

se2020

I don't know why you think they have to provide a return postage label.

The returns policy says you have to cover the cost of posting it back and you have a 14 day return window.

If it's a common fault whit that washing machine though it's probably worth keeping hold of the brushes for when they fail again next time.

SpikeyKitten

https://forums.moneysavingexpert.com/discussion/comment/81957817#Comment_81957817

Because they told me that there would be a delay in receiving my order and asked if i'd like to cancel for this reason. I replied that I would, but they sent them anyway.

So it's cost me over £4 to return them. Which i will fight to get back. Even if it costs me £50 for a small claims. I'll also post everywhere I can warning others and leave apropriate feedback/reviews wherever I can.