Poor courier service and 30day return issue

[CSK423]

Apologies if in the wrong section but couldn't' find where best placed. Keen to hear peoples thoughts.......

Courier order placed 9th Jan, uplift due 10 jan 2-4 day window estimated delivery 14th Jan

Doesn't get uplifted till 13th Jan and finally gets delivered 28th Jan.

17th Jan is the final date acceptable within the 30day return period. It was arranged to be sent out and arrive in good time to meet this date.

The company has voiced if over 17th Jan it's non refundable as outwith the 30days, the courier company has, and will only, reimburse the carriage I paid.

So I now sit with my carriage refunded, a gap in my back account for the product but no product to show for it as it's been returned.

Anyone had a similar issue and how have you resolved ?

[akirk]

CSK423 said:

Apologies if in the wrong section but couldn't' find where best placed. Keen to hear peoples thoughts.......

Courier order placed 9th Jan, uplift due 10 jan 2-4 day window estimated delivery 14th Jan

Doesn't get uplifted till 13th Jan and finally gets delivered 28th Jan.

17th Jan is the final date acceptable within the 30day return period. It was arranged to be sent out and arrive in good time to meet this date.

The company has voiced if over 17th Jan it's non refundable as outwith the 30days, the courier company has, and will only, reimburse the carriage I paid.

So I now sit with my carriage refunded, a gap in my back account for the product but no product to show for it as it's been returned.

Anyone had a similar issue and how have you resolved ?

if not refunding the product price, presumably it is still your product and you can pay to have it returned...
under British law the courier is considered to be the responsibility of the sender, and effectively an extension of / delegate of the sender, so in sending by courier it is the equivalent of your driving it there... If you needed to get something somewhere by 17th January, then it is your responsibility to choose a way of doing that - not the responsibility of the receiving company... Unless you contractually have a clause with the courier to ensure it arrives by xx date or penalties will apply then they are right in that they will only reimburse the carriage charges...

sorry - both those companies are technically correct

[CSK423]

Hopefully it comes across in my post that I'm not trying to state I'm entitled by law to any form of reimbursement or free return.

I'm keen to hear how people have resolved if they've had a similar issue.

I think I'll need to employ another courier to collect and return to myself from where it currently is.

[akirk]

CSK423 said:

Hopefully it comes across in my post that I'm not trying to state I'm entitled by law to any form of reimbursement or free return.

I'm keen to hear how people have resolved if they've had a similar issue.

I think I'll need to employ another courier to collect and return to myself from where it currently is.

No - it didn't come across badly - just a frustration that the courier didn't deliver as expected...
I think that a lot of people don't realise that the sender is responsible for the courier - therefore, if you buy online and they use a courier the retailer / seller / sender can't disclaim responsibility when the courier messes up - it is still the retailer's job to get the item to you... very useful as consumers...
however the sting in the tail is that the same applies in the other direction - for you as a sender, you are responsible for choice of courier and by association, for their failure to deliver.

I am not sure there is anything to resolve as such other than getting your item back - if the supplying company is not interested after 30 days you probably can't force them, and you have no come-back on the courier - it is just one of those things...

[spikeyhead]

OP, did you arrange the courier or did the supplier?

[Neddy Sea Goon]

Where's the item geographically ?

Maybe someone on here could pick it up and send it on

[CSK423]

spikeyhead said:

OP, did you arrange the courier or did the supplier?

I arranged it or I think I may have a stronger case.

[CSK423]

Neddy Sea Goon said:

Where's the item geographically ?

Maybe someone on here could pick it up and send it on

Bradford, It's around £25 for it to be couriered back to me but the company is in the process of moving premises (sods law) and not contactable till Tuesday now. I'll make arrangements to get it back when I can get them on the phone.

[Marcellus]

To get the items back to you, ask the supplier if they can arrange……. and possibly as a gesture of goodwill return at their cost?

Then if the items are really of no use to you try and sell them somewhere?

Or ask the supplier if there is any sort of refund available…. 75/50/25%?

We sometimes have customers in this position and if it’s something we think we can resell in the relative near future then we’ll offer more of a refund than if it’s something a little bit more “niche”

[CSK423]

Marcellus said:

To get the items back to you, ask the supplier if they can arrange……. and possibly as a gesture of goodwill return at their cost?

Then if the items are really of no use to you try and sell them somewhere?

Or ask the supplier if there is any sort of refund available…. 75/50/25%?

We sometimes have customers in this position and if it’s something we think we can resell in the relative near future then we’ll offer more of a refund than if it’s something a little bit more “niche”

Thanks, I really need to get on a call with them and see what can be done. I'll keep in mind your points.

[anonymous-user]

Did you inform the company that you were returning the goods within the 30 days?

If so, I'm pretty certain that the date they receive it is somewhat irrelevant - if it was rejected with the 30 day period.

[anonymous-user]

ValleyRed said:

Did you inform the company that you were returning the goods within the 30 days?

If so, I'm pretty certain that the date they receive it is somewhat irrelevant - if it was rejected with the 30 day period.

Doesn't sound like it was faulty, in which case it would just be the company's policy for returns/refunds, rather than Consumer Rights Act. The OP even says they know they're not legally entitled to anything, although many companies would still give a refund if notified of a return before the cutoff date but receiving it afterwards, I know I've done that a few times with no problem.

[Starfighter]

CRA is 30 days for a remote sale (internet / phone etc.). With a fault the the clock stops at the point that it is reported, I am not sure about a return under CRA.

CRA does not apply for custom orders.

[anonymous-user]

Starfighter said:

CRA is 30 days for a remote sale (internet / phone etc.). With a fault the the clock stops at the point that it is reported, I am not sure about a return under CRA.

CRA does not apply for custom orders.

Ah okay, it looks like 14 days to notify of a return and a further 14 days to get the item back to the supplier, so the OP might still be out of luck.

https://www.which.co.uk/consumer-rights/advice/i-w...

[CSK423]

ScotHill said:

Ah okay, it looks like 14 days to notify of a return and a further 14 days to get the item back to the supplier, so the OP might still be out of luck.

https://www.which.co.uk/consumer-rights/advice/i-w...

I did notify in advance of the 30days but as you say I'm time barred against the 14 anyway as it was outwith this period.