Issue with car parts supplier...some advice please

[BigRichi]

Not sure if this is the best forum so feel free to move

Needing a little bit of advice in regards to some parts I ordered online recently.

I ordered 4 shock absorbers from an online company (company A) that specializes in parts for my brand of car....these arent anything special....just a run of the mill hatchback.

I received them through the post and dropped them into my mechanic doing the work for me.....who had already ordered a set and in the process of fitting them.

So I contacted the supplier to see if I could return them...who adv as long as they hadnt been fitted then yes....they will refund minus the postage costs so I couriered them back to them.

Now they have contacted me to say that there supplier (company B) has a duplicate order showing on there system and are saying they have issued 8 shock absorbers and that company A will not issue a refund to me until he has seeked legal advice.

Company A has single order from me and I have paid him.....but company B has billed company A twice due to this duplicate order.

I am asking if this seems correct procedure??

I would have thought that I should have my issue soretd by company A and if there is some kind of issue between company A and company B then they sort it between themselves??

I have a horrible feeling this is going to take an eternity to resolve with nobody admitting liability or me receiving the nasty end of the stick.

Any advice would be greatly appreciated

[Robmarriott]

I'm lost...

Company A are refusing to refund the goods you've returned on the grounds that their supplier has sold more?

[BigRichi]

Robmarriott said:

I'm lost...

Company A are refusing to refund the goods you've returned on the grounds that their supplier has sold more?

Sorry

I placed an order with company A for 4 shocks.

Company A placed an order with company B for 4 shocks.

I receive 4 shocks

I return 4 shocks to company A to get refund

Company B say have duplicate order on system and are expecting 8 shocks

Company A refuse refund as they have been billed for 8 shocks from company B

And Im left in the middle out of pocket due to company B making some kind of mistake somewhere

Hopefully clarifies a bit lol

[paul71a]

Your contract is with company A.

Everything else is irrelevant.

End of.

[Robmarriott]

Ok, in my opinion, it's not normal procedure.

If you have returned the items you've been billed for, you are entitled to a refund.

I see it as plain as that!

[marshalla]

paul71a said:

Your contract is with company A.

Everything else is irrelevant.

Except the Distance Selling Regulations, which explicitly give you the right to return the goods for a refund, without giving any reason, within 7 days of performance of the contract.

[BigRichi]

Thanks guys

Thats my feelings too.

Trying to contact them just now but phone going straight to voicemail.....hope that isnt a bad sign lol

[Nick1point9]

Their issue with their supplier has nothing to do with you.

I take it you have proof that you returned them?

[GreigM]

marshalla said:

Except the Distance Selling Regulations, which explicitly give you the right to return the goods for a refund, without giving any reason, within 7 days of performance of the contract.

This. Company A shouldn't even have mentioned B to you, its completely their problem not yours. They are legally obliged to refund as soon as you notify them you're sending them back (assuming it was within 7 days).

[BigRichi]

Nick1point9 said:

Their issue with their supplier has nothing to do with you.

I take it you have proof that you returned them?

Yeah they were sent by courier so will be traceable through them...and the company emailed me to say they have them.

[BigRichi]

marshalla said:

paul71a said:

Your contract is with company A.

Everything else is irrelevant.

Except the Distance Selling Regulations, which explicitly give you the right to return the goods for a refund, without giving any reason, within 7 days of performance of the contract.

I probably didnt get them back to them within 7 days though....I ordered them on the 24th Oct. they closed for annual leave on 27th Oct - 5 Nov so I emailed them on 29th to let them know I wished to return them. They confirmed ok to return to them on 5th Nov and received them by courier today.

[marshalla]

BigRichi said:

I probably didnt get them back to them within 7 days though....I ordered them on the 24th Oct. they closed for annual leave on 27th Oct - 5 Nov so I emailed them on 29th to let them know I wished to return them. They confirmed ok to return to them on 5th Nov and received them by courier today.

7 working days from when you receive the seller's information about your right to cancel, is the short form of the clause. At a guess, they didn't ever supply you with the statutory information about your rights so the default becomes 3 months and 7 working days.

http://oft.gov.uk/business-advice/treating-custome...

[GreigM]

BigRichi said:

I probably didnt get them back to them within 7 days though....I ordered them on the 24th Oct. they closed for annual leave on 27th Oct - 5 Nov so I emailed them on 29th to let them know I wished to return them. They confirmed ok to return to them on 5th Nov and received them by courier today.

So long as you notify them within 7 days thay's sufficient, so the fact you emailed on the 29th that would easily be within 7 days of the receipt of the goods (day of ordering is irrelevant, the 7 days starts from date of receipt)

[BigRichi]

Thanks so far everybody

I didn't think I was being unreasonable asking for him to sort out my issue just now.

I called them again just now....but he's too busy to speak on the phone

So I have sent him an email explaining my stance so see what he comes back with lol

[Du1point8]

Sure its not...

Company A order 8 shocks for 2 customers from Company B

You buy 4, someone else buys 4.

Send 4 back.

Company A try and return 4 shocks saying not necessary.

Company B says it has to be the whole package of 8 for a refund.

Either way, company A cant refuse to give you the money back, unless maybe it was a special order for you personally that cant be sold on or returned.

[BigRichi]

Du1point8 said:

Sure its not...

Company A order 8 shocks for 2 customers from Company B

You buy 4, someone else buys 4.

Send 4 back.

Company A try and return 4 shocks saying not necessary.

Company B says it has to be the whole package of 8 for a refund.

Either way, company A cant refuse to give you the money back, unless maybe it was a special order for you personally that cant be sold on or returned.

Im not sure how he orders them....but he says that on company B records they have delivered 8 to me.

I did receive 2 boxes.....one with the fronts and one with the rears....but they are saying one box had 4 and the other had 4 as well

[Stryke]

Just go to your credit card company and raise a chargeback.

You have proof that you returned the goods, you have done nothing wrong.

Inform him that you will be charging back the transaction and you are no longer willing to deal with him.

You will get your money back.

No issues and no more hassle.

The guy is a clown.

[marshalla]

BigRichi said:

Im not sure how he orders them....but he says that on company B records they have delivered 8 to me.

I did receive 2 boxes.....one with the fronts and one with the rears....but they are saying one box had 4 and the other had 4 as well

Not your problem. Your contract is with Company A and Company A only.

You are only asking for a refund on 4 shocks anyway.

[BigRichi]

Stryke said:

Just go to your credit card company and raise a chargeback.

You have proof that you returned the goods, you have done nothing wrong.

Inform him that you will be charging back the transaction and you are no longer willing to deal with him.

You will get your money back.

No issues and no more hassle.

The guy is a clown.

I had thought about this but I am not due a full refund.....he was refunding the item minus £7.50 postage.

But may call the credit card company for advice anyway

Thanks

[Stryke]

BigRichi said:

I had thought about this but I am not due a full refund.....he was refunding the item minus £7.50 postage.

But may call the credit card company for advice anyway

Thanks

Just charge back the transaction, stop messing around with him. You've given him the chance, he's messing you about.

Send him a final email giving him 24 hours to refund you and provide proof of refund otherwise you will be charging back the transaction.

Don't let people mess you about!