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    • I'm afraid that I think that as you've assembled the chair and you are unable to return it into its saleable condition, then you probably have a problem. I don't think you could take advantage of the distance selling rules in those circumstances and that means that the seller would be entitled to apply conditions to the return of the item. If that's the case then you only fall back is that the item was defective if you find that there is something wrong with it which is preventing its disassembly. On the other hand, this itself raises an interesting issue. Does a chair become of unsatisfactory quality because you can't take it apart and put it in a box? From the sounds of it, the sellers terms and conditions that there is a restocking fee for the return of an online sale even if it is within the 14 day period, seems to me to be quite unenforceable but on the basis of what you say, that issue doesn't arise here because you are unable to put the chair back into its saleable condition and it's not clear that the chair is defective - 
    • Hi everyone, I'm in need of some urgent advice please. Apologies for the long post - I felt it was better to provide all the information clearly at the outset.   I purchased an office stool (that cost £104.39) online, which was delivered on 18th May. After assembling the stool, I found it wasn't suitable for me, so contacted the seller on 27th May to initiate a return.    The seller told me that there would be a "£24.95 handling charge" for returning the item. He quoted the terms and conditions from their website to back this up (please see below), although this is confusing because 35% of £104.39 does not equal £24.95: "Please note that furniture items are subject to a 35% restocking fee. Furniture returns will only be accepted if the item is unused and still in the original packaging. All furniture returns must be made within 14 days of delivery."   I told the seller that, under the Consumer Contract Regulations, the trader cannot charge any fees in the event of cancellation. The response was: "If you not happy to pay for the collection charge for us to arrange this with a courier to uplift then you can send this back to our office directly arranging your own courier, please note we would not cover the cost if this is the case."    I agreed to this, because from my reading of the CCR I thought that the customer was responsible for return delivery:  (5) The consumer must bear the direct cost of returning goods under paragraph (2), unless— (a)the trader has agreed to bear those costs, or (b)the trader failed to provide the consumer with the information about the consumer bearing those costs, required by paragraph (m) of Schedule 2, in accordance with Part 2. Also, from getting quotations online I thought I could arrange delivery, for what was at the time a smallish box, for a much cheaper price (£7-8).   However, when I tried to disassemble the stool for return, it would not come apart. I contacted the manufacturer for further guidance, but the only how-to video they had available was not applicable to the model, and the manufacturer representative was unable to provide further instructions.   I have now been sent a 'built box' to return the stool without the need to disassembly. The issue is that the size of the box means that shipping charges are now £30 minimum i.e. more than the 'handling charge' the seller quoted.    Am I obliged to pay this return fee, or should this actually be something the seller should pay for? 🤔 I feel like I may have two potential arguments against it: Return delivery would not be nearly so expensive if the stool had come apart as the manufacturer said it should.  The Consumer Contract Regs state that a consumer is not responsible for return shipping if the trader has not provided information about the right to cancel and about return shipping on a durable medium.    What even counts as a durable medium? The dispatch note that came with the stool had no such information, while the order confirmation email simply had a link to their terms and conditions (which includes the statement about the restocking fee quoted above).   Does this clause mean the seller is still obliged to pay return shipping? Any advice would be greatly appreciated! I'm starting to stress a little about this because the 28-day cancellation-and-return period will be in two working days (although I realise that may be extended if it can be considered that the seller did not provide the required cancellation information).    Thank you in advance!  
    • so what you mean is that "each" parcel contained a single dinner plate. Thank you that clarifies things. As you been advised by my site team colleague, please make sure that you read around a substantial number of the Hermes stories on the sub- forum. You will get to understand the principles and also the similarities and approach from Hermes. Of course Hermes is being abusive of the system because they exploit a taxpayer funded under resourced justice system simply to put their customers into a kind of triage where only the most persistent finally get through to the end which is almost always – mediation – and then will manage to get their money or most of their money. Hermes are abusive of this system and of course they are actually going to spend more money than the value of your damaged items trying to smash you down. Because their attempts to crush you are effectively subsidised by the taxpayer, they don't really care. Make sure you understand what they will say about the prohibited items list because your plates are made of china or porcelain and will be prohibited items, according to Hermes. On the other hand, they were correctly declared and they were accepted for delivery. The values were correctly declared – and once again after you have completed your reading, you will understand the significance of this. Hermes will also try to say that you didn't have a contract with them and you should sue packlink – who conveniently – are based in Spain outside the jurisdiction. They were say that you are attacking the wrong people. Once again, when you have completed your reading you will understand the standard reply to this. Once again you will discover that this is Hermes being abusive of the system and misleading their customers as to what their rights are. Make a formal complaint to Hermes. Tell them that they are responsible. Don't give them a deadline, but wait a reasonable time – 10 to 14 days – after which you will send them a letter of claim if they haven't put their hands up by then or if you have had no response. By that time, you will have done enough reading to understand the way it goes but we will advise you and support you all the way.   Come back here when you have been knocked back by Hermes and we will take you through the next step  
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Hi,

 

I have problem from buying product from Play.com but I haven't receive any product, and their service is very bad.

Is anyone can suggest me to do with this company? Their service is worst, and I think it's not fair with customers.

 

- 14 November 2011, I have ordered the product "Assassin's Creed:Revelations - Collector's Edition (With Play.com Exclusive Bonus Altair Costume Download) (PC Games)" from play.com and I paid £39.89 by debit card, this product is pre-ordered and will be dispatched on 29 November 2011.

 

- 4 December 2011, I try to contact them first time that I have not receive any product, and the delivery more than 5 days, more than they advertise that delivery 3 to 5 business days.

 

- 5 December 2011, I received answer that I have to wait 20 days for their process lost products.

 

- 6 December 2011, I have submitted question again that, I have problem about waiting 20 days, because I have to go to Thailand on 22 December 2011 and come back around 7 January 2012, and if I wait for 20 days (20 December 2011) it will be late and I cannot check the product will come or not. *** This time they ignore my question by do nothing. ***

 

- 9 December 2011, I have submitted same question about my problem, but this time they answer me same answer in the first time and the message is totally same as the first time like they only copy and send back.

 

- 10 December 2011, I submitted a complain that I have problem but they do this to me but this time they answer me same answer again, so that not matter I submitted a question or others they did not check any question or message, and I think their seller responsibility is very poor.

 

- 11 December 2011, I received same message as first time, not answer my question or explain or suggest my anything.

 

- 14 December 2011, After that I have to contact to Consumer Direct and they said I have to contact to Trading Standards Service.

 

- 16 December 2011, I have contact to Trading Standards Service.

 

- 17 December 2011, Play.com sent email to me that they will send me "Not Received Claim Form".

 

- 19 December 2011, Play.com sent me "Not Received Claim Form" and I sent back to them in same day.

 

- 26 December 2011, I haven't receive any message that they got my mail, or my refund process is processing, and I have submitted query to Play.com that I haven't receive any message.

** This time same problem again, they did not do anything just ignore my query. **

 

- 29 December 2011, I have to contact with Trading Standards Service again to help me from this ******* company and their service.

 

- 30 December 2011, I received email from Trading Standards Service, and Play.com that they find my mail and start refund process.

 

From this case This company won't do anything, or they will start their process, if customer contact with Trading Standard Service.

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Hello there and welcome to CAG. The reason you haven't had any replies to your thread is because this forum is about the CAG website itself.

 

There's a special forum here for problems with online retailers. Please could I ask you to copy and paste your query there? Here's a link.

 

http://www.consumeractiongroup.co.uk/forum/forumdisplay.php?227-Online-Stores

 

My best, HB

Illegitimi non carborundum

 

 

 

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Thanks

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