Pet-Planet - beware if you work

traceynichols

I will not be purchasing from pet planet again.

I ordered some goods, but I work and unexpectedly had to be away from home for 3 nights (Tuesday to Friday). During this time there was two attempts to deliver and a courier card was left saying the goods could be picked up within 5 days.
So within the 5 day time period I went to the courier company only to find my goods had been returned on Pet Planets request. I had also been charged for the return of the delivery.

I called Pet planet and they said this was their policy but they could arrange for another delivery - which I was also to be charged for in addition to the failed delivery charge. I cancelled the order and was expecting a full refund.
However I was only refunded the cost of the goods and still charged for both the failed delivery and additionally for the cost of returning the goods to Pet Planet.

After calling Pet planet again as a gesture of good will they refunded one of the delivery charges. Leaving me to still pay the other charge, despite having no goods to show for it.

Is this right? Is this fair?

I order loads of stuff online and have never had this trouble before.

Pet planet told me they are willing to loose business rather than change their policy. Seem like an excellent business plan!!!:mad:

Bromley86

Not sure of the legal position, but it is in their Terms. If I had to guess I'd say that they provided the service (delivery) and therefore could expect to be paid for it.

http://www.petplanet.co.uk/refundpolicy.asp

traceynichols

Yes I now know it's in the terms and conditions (I really should have read those ) so you're right.

Just doesn't seem like "service" if you don't actually get what you want through effectively no fault of your own.

Thanks for your reply