| Topic: Faulty Goods Return Outdoor Leisure Shop
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?