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ELC - online order problem.


Reavna
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Hello there, just wondering if anyone has any ideas as to how I deal with this problem.

 

On the 29th November I placed an order with Early Learning Centre, online. I ordered a few stocking fillers and a Fisher Price Kids Tough pink digital camera for my daughter for Christmas.

 

I paid for the items on my debit card and a few minutes later I received an order confirmation e-mail which correctly listed all the items I had ordered.

 

I received my order this morning, and upon opening the box I discover they have sent me a Fisher Price Kids Tough FP3 player in pink. The delivery note in the box was correct listed the camera but the wrong item had been sent so I phoned them and informed them of the mistake and asked for a replacement camera to be sent ASAP.

 

The camera is now out of stock and they are not expecting any more in until the 19th December and will not guarantee a delivery in time for Christmas but if I return the incorrect item they will refund my card.

 

Their courier is booked to come and collect the wrong item tomorrow, but it can take 10 - 14 days for my card to be refunded (as they have to process the return, make sure it's in good condition, etc, etc)

 

I've managed to find the camera in stock on Amazon but I am unable to buy it until the £60 from ELC has been refunded to my card.

 

Now, this was their cock up, they sent the wrong item to me but they're now holding on to my money so I can't buy the camera from anywhere else. The camera seems to be quite popular and has sold out in most places, so I suspect Amazon will be out of stock before much longer as well.

 

What can I do? Is there any way I can force them to refund me? It's their mistake after all.

 

The woman on the phone was very unhelpful. She seemed to expect me to trail around all nearby ELC stores until I found one with the camera in stock and then got very stroppy when I pointed out I lived in a small village with no ELC stores nearby and I wasn't prepared to drive half way round the county to find one.

 

Thanks!!!!!

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Small update on this.

 

The item has now been collected and I was given a barcode by the courier.

 

I thought I'd ring ELC with the barcode number so they can see it's been collected and ask them to refund me now.

 

They still won't do it and have told me I have to wait until them item has been received by them and the return has been processed.

 

I'm really cross about it now, I paid for a camera and it's not my fault they sent me the wrong item. They'd admitted it's their fault but still won't refund my card.

 

Any ideas please?

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