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Troubles with an online retailer

CYPER Avatar
8y, 9m agoPosted 8 years, 9 months ago
The quick story:

1. I ordered a laptop bag from Play.com
2. They sent me the wrong bag
3. I called them and they promised to send the right bag but I have to return the wrong one. Got an Returns Authorisation Number.
4. I got the wrong bag again so now I have 2 wrong bags
5. I called again and they said the trouble comes from their warehouse and I should order the bag I want from somewhere else. They promised to refund. Got a second Returns Authorisation Number.
6. I ordered the bag I want from Amazon and everything went smoothly.


So basically now I have 2 bags that I have never ordered and £29.99 less in my credit card due to a Play.com error.

They insist I should send them the bags or they will not refund and even charge me for the second one as well. The problem is I come from work after the post office is closed.
What should I do?
They can't just demand to waste my time only because they made a stupid error twice. I paid for something I never got, but got something else I didn't pay for.

Please help. Thank you in advance.
CYPER Avatar
8y, 9m agoPosted 8 years, 9 months ago
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#1
Quote from Play.com
Returning an unwanted item

You may return any unopened item within 7 days of receiving it, for a full refund. We will refund your card once we have received and processed the item.

* We will only refund delivery costs if the return is a result of our error.
* We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.


Contact them for a RMA Number (you may need 2) tell them that posting via Royal Mail is not an option and you intend to use a Courier Uplift from you place of work.Confirm that they will reimburse the costs.
At the end of the day you have the bags and they have your money one way or the other you have to get them back to them!
#2
hi cypher,

i had a wrong item sent too. i got in touch via website, got a RMA number. then called them if they can reimburse posting it back, they confirmed it was so. i sent wrong item back in same packaging, didn't hear from them 2 weeks (it is jersey after all). then sent a message to them about it, got a reply saying it would be end of week. a bit slow but they did send the right item out immediately (already paid for in the 1st place). so far ok except if you use tracking (extra postage cost), that doesnt get reimbursed as i found out later.

think u just have to do it -- post it during lunch hour or something (like i had to) just choose a non-benefits or pensions day.

good luck mate!
#3
Get a friend or family member to post for you or as kippy said in your lunch break or a saturday
#4
Well I guess I'll just have to find some free time. I just hate when things like this happen and my free time get wasted.
banned#5
the post office is open on saturdays and cant you get to one during a break?
#6
"At the end of the day you have the bags and they have your money one way or the other you have to get them back to them!"

Sorry m8 but that is absolute bollicks, you dont have to pay for things you dont receive and you dont have to pay for unsolictited goods
my route was to pay all my credit card bill except disputed amount and write to credit card company telling them why, they will charge it back if u tell em they aint gettin the money, it worked for me,
no court in the land will make you pay for goods you aint had, trust me
#7
Sorry m8 but that is absolute bollicks

maddogb, To paraphrase you: Sorry m8 but that is absolute bollicks

Goods HAD been received (even though they were the wrong ones).
They were NOT unsolictited - 'unsolicited' means something being sent to you that you didn't request - this excludes items sent by mistake instead of ordered items.

If this were to go to Court you would not win - arguing that they sent the wrong item so you shouldn't have to pay for it even though you intend to keep the item will not win you any favours with the judge! The fact that the company made the same mistake twice shows them to be incompetent, but does not mean that you can keep the unwanted goods.
#8
i know it's a pain to rectify a retailers mistake but at the end of the day it's not thousands of pounds and everybody can get to a post office at some point.

To be honest any court will say the same send the items back and they will send a refund and stop wasting the courts time.
Can't understand why you are all arguing and getting stressed it's not helping cyper in any way.
#9
cis_groupie
maddogb, To paraphrase you: Sorry m8 but that is absolute bollicks

Goods HAD been received (even though they were the wrong ones).
They were NOT unsolictited - 'unsolicited' means something being sent to you that you didn't request - this excludes items sent by mistake instead of ordered items.

If this were to go to Court you would not win - arguing that they sent the wrong item so you shouldn't have to pay for it even though you intend to keep the item will not win you any favours with the judge! The fact that the company made the same mistake twice shows them to be incompetent, but does not mean that you can keep the unwanted goods.


Well it worked for me and according to trading standards carlisle i was absolutely right ask ebuyer if u dont beleive me, i received a mainboard instead of a hard disk
in the end they didnt bother picking up the mainboard either

ps and when u repeat something verbatim its a quote not a paraphrase which is expressing the same meaning in other terms
#10
maddogb, I'm not disputing that you managed to keep the goods - i was saying that had it gone to court you would have lost. I feel it's important to mention this as even though the company 'gave in' to you I wouldn't want to get others' hopes up. That said, if it's worked once then there's nothing to lose trying it again.

& sorry for paraphrasing when I should have quoted verbatim (I always get those 2 mixed up:whistling:)
#11
cis_groupie
maddogb, I'm not disputing that you managed to keep the goods - i was saying that had it gone to court you would have lost. I feel it's important to mention this as even though the company 'gave in' to you I wouldn't want to get others' hopes up. That said, if it's worked once then there's nothing to lose trying it again.

& sorry for paraphrasing when I should have quoted verbatim (I always get those 2 mixed up:whistling:)


So why exactly would i have lost, or shall i ask on what legal precedent?, in fact can you name one case in history concerning consumer law.
You seem to be very certain about this so you must have a reason other than the reading of the companies terms and conditions, which don't apply here.
I've been doing a bit of research on this subject as i have a dispute of my own going on so any pertinent facts are helpful
#12
I'm a qualified Company Secretary, which required me to sit exams in, amongst other subjects, Consumer Law, so I do have some understanding of the subject. I can quote from Butterworth's this evening when I get home if you wish, but I would rather offer my advice to those asking for it & leave it up to them to decide whether or not to take it.:thumbsup:

Now, having 'hijacked' this thread, you can PM me if you want more info, but let's leave this thread to its original subject.:thumbsup:
#13
"I've been doing a bit of research on this subject as i have a dispute of my own going on so any pertinent facts are helpful"
no?
very relevant, so no hijacking here
#14
I know some people will judge me for this but to be completely honest I have the time to go and post them - I just don't feel like it. I deserve better customer support from this company, because this is not my first purchase.
At the end of the day I wanted a specific bag for my laptop, but instead I was told to go and buy it from somewhere else and got left with 2 bags I have never requested or intended to buy. Opposite to this Amazon sent me the bag for £4 less delivered without any hassle.

I sent them an email yesterday, but still no reply and I don't think I'll receive any. My next step is to write them a letter requesting a courier to come and collect. If they don't agree and charge my card again I'll just contact the bank. Consumer Direct told me it's up them to get their bags back. I have never paid for them so actually they are free. I have paid for something else.

I'll keep you updated.
#15
Right - Final post from me in this thread (honest!)

maddogb, the 'hijacked post' comment referred to our 'conversation', and not the comments towards helping out cyper. I felt that we were starting to talk too much to each other at the expense of helping out cyper, which, after all, is what this thread is all about. (That's why I put the word in quotes).
#16
Good for you cyper, i for one agree we work too dammed hard for our free time and don't see y we should spend it running round after these retard companies who just cant be arsed doing what they are paid to and fobbing us off with excuses
I too have made a huge step in my own dispute issuing a request for a summons on "money claim online" gonna see who's right even if it costs a bit, so what i'm a gamblin man lol
#17
the time you have spent on this thread and contacting them you could have been to the post office 10 times over!

Lazy and dishonest it's because of people like you demanding free stuff that prices go up!
#18
Its just not my bag baby.
#19
dmissy13;1636499
the time you have spent on this thread and contacting them you could have been to the post office 10 times over!

Lazy and dishonest it's because of people like you demanding free stuff that prices go up!

FYI, the Post Office closes 5.30pm
#20
I said the time you have SPENT in total
#21
dmissy13
the time you have spent on this thread and contacting them you could have been to the post office 10 times over!

Lazy and dishonest it's because of people like you demanding free stuff that prices go up!


Not another muppet, lazy and dishonest?, isnt that the company who took his money wo supplying the goods then telling cyper its up to him to return the goods at his expense?
some people are TSTL (too stupid too live)

by the same standard i could drop £30 thru your postbox and drive off in your car! and thats ok
#22
isnt that the company who took his money wo supplying the goods then telling cyper its up to him to return the goods at his expense?


No

I have never paid for them so actually they are free. I have paid for something else.


They haven't taken his money he admitted he lied - dishonest

They do as standard refund return costs as previously mentioned in thread
could return item but can't be bothered - lazy

some people are TSTL (too stupid too live)

by the same standard i could drop £30 thru your postbox and drive off in your car! and thats ok


I'm not the one wasting my life trying to get something i didn't even want for nothing.

you could drop as much money thru my postbox as you like but take my car without permision is stealing and that would stand up in court!

Read the thread and get your facts right before calling me a muppet!
#23
dmissy13;1637359
No



They haven't taken his money he admitted he lied - dishonest


I paid £29.99. What was that for?
banned#24
CYPER
I paid £29.99. What was that for?


Who knows, you didn't say, you said

I have never paid for them so actually they are free. I have paid for something else.


They won't be free though, I can guarantee without looking play will have in their T&C that the title of the goods does not transfer to you until paid for in full.

Out of interest, if you bought say a dvd player from Asda and it was the wrong model when you got home, would you ring them and insist they come to collect it or would you take it back to the shop yourself?
#25
colinsunderland;1637932
Who knows, you didn't say, you said



They won't be free though, I can guarantee without looking play will have in their T&C that the title of the goods does not transfer to you until paid for in full.

Out of interest, if you bought say a dvd player from Asda and it was the wrong model when you got home, would you ring them and insist they come to collect it or would you take it back to the shop yourself?

What I meant was I paid to get a certain bag, but instead ended up with stuff I have never ordered or wanted. I paid £29.99, but not for these two bags I have at the moment.

In the example with Asda it's clearly my mistake, cause I will be the one to pick the player from the shelf and even if a shop assistant brought it for me from the warehouse I will have the opportunity to check what I'm buying at the point of purchase, Not an appropriate examply.
#26
dmissy13


Read the thread and get your facts right before calling me a muppet!


Seems like you should take your own advice! because i read every word incl the part where cyp said he had had £29.99 debited on his card. lazy??
So its not he thats a liar its you, Dishonest?
Do you work for one of these muppet organisations?, also the argument about local purchases does not add up and im sure only people who work for these online retailers will make it

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