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Subject Topic: Faulty Goods Return Outdoor Leisure Shop Post Reply Post New Topic
Message posted by erroutdoors20/5/2011 at 10:25am
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Yesterday, I received my order from Outdoor Leisure Shop, which was ordered on 13th. I received an email on 14th saying it had been despatched but, when I checked the tracking number on 18th, it said parcel not found. I emailed them and found it hadn't been sent at all. They then sent it out to me on a next day delivery and it arrived yesterday.

Included in my order is a Royal Easy up kitchen. The stitching above the zip on the left side door is faulty (loopy and broken) for about an inch and we think this will make the zip part company when there is any weight in the unit. So, I emailed Outdoor Leisure, telling them it's faulty and asking them to arrange collection and refund (we are going away so I can't wait for a replacement).

Their answer is that they are too far from me to collect. What they actually said is:

'we are no where near you so we cannot collect this from you, even if we were close it really would not be practical to collect items from customers.'

So, apparently, it's the customer's responsibility to arrange and pay for return of a faulty item, and they will arrange a refund after they've inspected it. However, it seems they might not actually refund all the return carriage costs, because they just emailed this

'Yes, we are no different from a shop, they do not collect items from you, you have to take them back. We have to have the item back to asses the situation back, if it is then found to be faulty we will pay the return postage cost up to a limit.

Basically our terms and conditions state that we must be given the opportunity to repair or replace the item. You are not giving us that opportunity because of your personal circumstances. We are still very happy to help you but we cannot collect anything from you.'

I don't mind waiting for a refund until they've inspected it, but am a bit miffed that I've got to arrange and fund the return carriage costs - this is a huge box! Also, I don't want a 'repair or replacement' because I can't wait for them to replace - we are going away tonight for a few days so I had to go out and buy one yesterday. I certainly don't think I should have to have a new item repaired, do you?

Wouldn't you think that an internet-based company, who deliver goods, could also arrange collection of faulty items?

Message posted by Speedcamp20/5/2011 at 11:16am
Outfit:  Columbia 600 Bude 4 Kairos 400 & dome     Location:  Sunny south coast
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These are the standard terms and conditions from what I can see. I've only come across a few companies that will arrange collection at their expense. Most require you to arrange return and pay initially, with a refund arranged if the item is confirmed as faulty. They generally do this as internet buyers can legally return any item bought online within 7 days irrespective of any fault if they so wish, in which case the buyer carries the cost of return. Consequently, retailers prefer to inspect the item to confirm a fault before accepting the cost of the return.

The reference to "cost up to a limit" covers them from a customer using a rediculously expensive return method, which they would then have to pay for. It is often best to consult the retailer to ask which method/company they would recommend you to use for the return.

"Repair or replace" is also a standard phrase and where companies can they will generally go for a replacement as they generally can return a faulty item back to the manufacturer and its less hassle for them, but sometimes the manufacturer requires a different approach. Also where items are no longer available or the item has been used for sometime by the purchaser prior to the fault repair is the only viable option. The phrase just covers both scenarios.

It is always wise to check the terms and conditions of any company you decide to use as these will be the terms governing your purchase contract, supplemented by your statutory rights for online purchases.



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Message posted by mattlad20/5/2011 at 11:41am
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Distance Selling Regulations
Scroll down to page 10.

Don't forget you also have protection under Sale Of Goods and Services Act.

How did you pay for it?

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Message posted by erroutdoors20/5/2011 at 12:01pm
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I paid for it on my debit card (not my visa).

I've apparently got to return goods in the same box they came in, and the box this came in (with a few other items) is huge! I've just priced up a return, using the dimensions etc, with payperparcel (who I've used before and who are usually competitively priced) and it comes out at around 34.00. Since the kitchen was only 43.95, it doesn't make economic sense and I can't risk that they won't refund the carriage.

Reckon I might just have to try and stitch it...

Message posted by jean197520/5/2011 at 12:11pm
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You need to take photographs with a digital camera for the date and time and also check with your trading standards. Keep the photos but send the shop a copy with the Kitchen. You have been wronged and should not just "put up with it".

The shop better reimburse you or they will get bad publicity from your story anyway. Also always pay with Credit Card in future if possible although guarantees with CCs only apply for purchases 100 or more. Needless to say pay your CC bills every month in full.

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Message posted by erroutdoors20/5/2011 at 12:17pm
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I have sent them photos, I did that as soon as I unpacked it. Still can't risk that they won't reimburse carriage, particularly at that price!

I think I'll stick to local shops in future, if I'd bought this from Argos then found it was faulty I could just pop it back for a no-quibble refund. Wish I'd done that, but it was about 7 more there. I thought I was saving a bit of money!

The moral of this story is clearly to check the T&Ts for if you need to return something if it's faulty. I just assumed the retailer would take care of it if you bought something that was faulty upon arrival.

Message posted by jean197520/5/2011 at 12:37pm
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If you show the damage to say, a neighbour whose opinion is unbiased and they say it is "not fit for purpose" then you should return at your cost and Outdoor Leisure Shopwill have to pay back the postage to you. It is understandable that you worry about not being reimbursed but if they did that, they would generate so much bad faith from all the readers on this forum that it wouldn't be worth their while to save 34. Do this, BUT ONLY IF THE ITEM IS REALLY DAMAGED. Then you have nothing to fear.

I once returned a faulty tent and the postage cost 13 but they had to reimburse me by cheque eventually, on top of the reimbursement on my CC for the price of the tent. This is LAW.

Message posted by erroutdoors20/5/2011 at 2:10pm
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I don't know how well you can see this, it's not easy trying to photograph black stitching against a black background, but about an inch of the stitching above the zip on the larder door is faulty it's loopy on the front and broken stitching on the back, so it's not caught properly when they've made it:



Now, it's not a life and death situation,but it's going to give when we use the zip, isn't it?

Anyhow, I've received an email saying they try to replace component parts, rather than replace the whole unit, to be eco-friendly. I've said I'll be happy to accept a replacement cover (if it's easy to fit) if that would be easier.

What a faff!

Message posted by jean197520/5/2011 at 3:05pm
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Looks like their quality control is a bit ropey (or "thready" ) Stitching on zips sould be immaculate as starin is applied more there than anywhere.

I return loads of stuff that's not what I paid for. I reckon that my banknotes don't have missing or faulty bits in them making a tenner worth 8.93 for example. So I should get the same in return. People work hard for their money, but in Britain, they seem to forget that and let unscrupulous or careless suppliers get away with murder. I am glad you seem to be on the way to a solution.

Using the printscreen button on your PC you could send them this thread (just paste on a wordpad document and attach to email) if you have any problems from now.

Good luck. Glad I helped if I helped.

Message posted by arsenaldes20/5/2011 at 6:17pm
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The "repair" clause normally kicks in on electrical goods as companies use the "manufacturers warranty" to repair the item.

I cant see that they can insist on ite return in the box it was sent in only that its returned in its original box ie the "royal easy kitchen box". I personally would just pack it securely and send it back by courier and insure it for 50.

If you want a qoute from another company we use "www.interparcel.com" for all our heavy parcels

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Everything has been said before, but since nobody ever listens we have to keep going back and saying it all over again and again and again



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Message posted by cwdc5676820/5/2011 at 6:34pm
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If we buy on line and its faulty then we have to pay to return it. That is the position and we all have to live with that I am afraid. We may not like it but that is the law.  No point in complaining about it, that is the way it is.

Hey ho

We could always write to our MPs and ask for the law to be changed

Phil 



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