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Company has sent the wrong, more expensive, product
Comments
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I just don't understand why the retailer has bothered here! I would be interested in knowing the price differential though.
Regardless of cost differential if the OP has used itthen it is secondhand and probably worth less than the cheaper one already. Then the retailer has the hassle and cost of getting it back and sending out a replacement.
My only caveat would be did the retailer contact the OP before it was delivered? That might impact on how it could pan out.0 -
My only caveat would be did the retailer contact the OP before it was delivered? That might impact on how it could pan out.
From what the OP says, they weren't contacted until after the stool had been delivered.The stool arrived around a week and a half ago and looked great. We un-boxed it and started using it. Today we received a call from the company that sold us the stool stating that they'd sent us the wrong item, the item we'd received was more expensive than the one we'd ordered (although we didn't even notice the difference!).0 -
Thanks all for the feedback and help, there are some really good on balance comments.
I try to be a reasonable guy and I don't want to cause problems but I guess the reason, as tomstickland above mentioned, I wanted to know about my rights is that I didn't want to end up in 'product exchange hell', and if I did what I should expect (i.e. repackaged/returned goods can't be sent to me as "new"). But also perhaps selfishly, I was quite happy with the product I'd received and didn't want the hassle of arranging any more time off work to receive a delivery or have a product collected.
I had a missed call from the company on Friday (no message left) and since then I don't know what's happening. I would imagine the total cost of returning, re-shipping and associated overheads was probably worth less than keeping a satisfied customer who would shop with them again.
I don't know what the price difference between the two products is because it's not listed on their website as the products are made to order. Even so I didn't even notice I had a different product to the one I'd ordered, althouh I was told the one I'd received was "substantially" more expensive(!?).
If I hear anything else or the company are anything but reasonable and fair I'll post back. Thanks again all.
[edit]
Just saw soneone asked whether the retailer contacted me before the item was delivered? No they didn't, the first we knew about it was about a week and a half later when the company rang out of the blue to explain we had the wrong product. The stool was out of it's box, packaging recycled and had been used by that point.0 -
This is probably a bit late for the OP, but really do make sure they collect at YOUR convenience. If you're only in in the evening and want to be sure they don't disrupt your tea then tell them they have to arrange collection after 8pm on a weekday, or if you're in and out at the weekend then discount Saturday and Sunday as viable collection times. At the very least a 1 hour collection time in the evening would in my opinion be generous (at least it would be in our family's life)!
Also, be sure they bring the replacement (the item you ordered) before or at the same time as collection so you are not without the furniture for any time -- and be sure to inspect it before they take the other one away.
I don't think you should keep the more expensive one if the retailer is willing to make sure you are genuinely not inconvenienced, but that effort might not be worth the hassle for them.
Finally, why is the retailer so desperate to get it back? I'd be itching to open the seams and see what's stashed inside the cushion but then you probably would have to pay for it
bzd0
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