consumer rights
Discussion
Can anyone clarify this please? They seem reluctant to refund me for damaged goods.
Bought a canvas picture on line - came friday with rip in. Needed for birthday present today. I sent a picture of damage and asked for refund.
Response from company was:
We can look into this once the investigation has been carried out with our courier.
As per our terms and conditions, it is at our discretion whether to refund or replace, our general policy is that goods that are faulty or damaged are replaced.
We have stated throughout our communication that your item will be replaced.
Bought a canvas picture on line - came friday with rip in. Needed for birthday present today. I sent a picture of damage and asked for refund.
Response from company was:
We can look into this once the investigation has been carried out with our courier.
As per our terms and conditions, it is at our discretion whether to refund or replace, our general policy is that goods that are faulty or damaged are replaced.
We have stated throughout our communication that your item will be replaced.
ive emailed these jokers back stating the terms of the law.
They state the courier didnt leave it with a neighbour but delivered it to me and the couriers wear a hidden camera?! - he didnt as I went next door to pick it up and they also left a card in my letter box.
They say the driver & their supervisor will be round this week to collect the goods and all being ok will action a refund.
Piss poor customer service. Also they seem to have a million reviews on Reviews.co.uk which seem highly fake.
Anyone after a canvas or picture then look elsewhere!
Moderator edit: no naming & shaming please.
They state the courier didnt leave it with a neighbour but delivered it to me and the couriers wear a hidden camera?! - he didnt as I went next door to pick it up and they also left a card in my letter box.
They say the driver & their supervisor will be round this week to collect the goods and all being ok will action a refund.
Piss poor customer service. Also they seem to have a million reviews on Reviews.co.uk which seem highly fake.
Anyone after a canvas or picture then look elsewhere!
Moderator edit: no naming & shaming please.
Edited by jeremyc on Monday 17th October 17:00
Without having to even consider the Consumer Contracts regulations, the Consumer Rights Act provides for a short term right to reject if the goods are not of satisfactory quality. This can be repair/replacement, or a full refund, which you have asked for.
So tell them as per their terms and conditions, it is not at their discretion, and that they will be giving you a refund, not "all being well".
So tell them as per their terms and conditions, it is not at their discretion, and that they will be giving you a refund, not "all being well".
Edited by jeremyc on Monday 17th October 17:01
Unless the supplier is contracting to sell damaged goods to the purchaser it doesn't have a leg to stand on. Any comeback it may have is with the courier it contracted with to make the delivery.
On a general point, be very wary if buying through Amazon. If you see the words 'fulfilled by Amazon' anywhere in the buying process be prepared for a world of hassle if things go pear shaped.
On a general point, be very wary if buying through Amazon. If you see the words 'fulfilled by Amazon' anywhere in the buying process be prepared for a world of hassle if things go pear shaped.
as an afterthought, has anyone heard of this reviews.co.uk website? All the reviews are glowing for that company but there is nowhere to leave your own review. Also the reviews are all the same very short couple of sentences saying basically the same crap.
Edited by jeremyc on Monday 17th October 17:01
Red Devil said:
On a general point, be very wary if buying through Amazon. If you see the words 'fulfilled by Amazon' anywhere in the buying process be prepared for a world of hassle if things go pear shaped.
Never had any trouble with this, sent stuff back several times, no problems at all.wjwren said:
ive emailed these jokers back stating the terms of the law.
They state the courier didnt leave it with a neighbour but delivered it to me and the couriers wear a hidden camera?! - he didnt as I went next door to pick it up and they also left a card in my letter box.
They say the driver & their supervisor will be round this week to collect the goods and all being ok will action a refund.
Piss poor customer service. Also they seem to have a million reviews on Reviews.co.uk which seem highly fake.
Anyone after a canvas or picture then look elsewhere!
Moderator edit: no naming & shaming please.
My business is on a small estate, and a couple of times when stuff arrived damaged, it had been delivered to a nearby business instead... despite somebody being in at the time!They state the courier didnt leave it with a neighbour but delivered it to me and the couriers wear a hidden camera?! - he didnt as I went next door to pick it up and they also left a card in my letter box.
They say the driver & their supervisor will be round this week to collect the goods and all being ok will action a refund.
Piss poor customer service. Also they seem to have a million reviews on Reviews.co.uk which seem highly fake.
Anyone after a canvas or picture then look elsewhere!
Moderator edit: no naming & shaming please.
Edited by jeremyc on Monday 17th October 17:00
I suspect it was because they know another person will always sign for the damaged package without checking or querying it. I took the step of asking neighbouring businesses not to take in parcels from one courier company... which eventually went bust!
Was your picture packed adequately?
Where did you order it from? I ordered a print from Picanova, who are based in Germany. Under their consumer laws, and because the product is custom made, you are not entitled to a refund straight away. They are allowed to send you a replacement. From memory I think they offer a refund if two replacements have been faulty.
Not unreasonable for them to want to confirm the facts prior to refunding. Consumer contracts gives them 30 days to refund in the event of a cancellation and SoGA they can require a return (at their expense) before refunding, repairing or replacing (their choice) within a reasonable timeframe.
Buyer appears to believe that he's going to get a bad experience and so is having one. The facts are going to show that he is refunded.
Buyer appears to believe that he's going to get a bad experience and so is having one. The facts are going to show that he is refunded.
7db said:
Not unreasonable for them to want to confirm the facts prior to refunding. Consumer contracts gives them 30 days to refund in the event of a cancellation and SoGA they can require a return (at their expense) before refunding, repairing or replacing (their choice) within a reasonable timeframe.
Buyer appears to believe that he's going to get a bad experience and so is having one. The facts are going to show that he is refunded.
In this case the goods were damaged on arrival, so it would seem 'fair' that cost of the return to be paid by the supplier. Is this covered under Consumer Rights?Buyer appears to believe that he's going to get a bad experience and so is having one. The facts are going to show that he is refunded.
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