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Retailer refusing to pay return postage for faulty/unfit items


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Hi :-) this is my first post so apologies in advance if I'm in the wrong place.

 

Last week I purchased two extra large cat carriers from online retailer Hoof and Hound Pet Supplies. They are extra large carriers and are in the manufacturers catalogue for cats and dogs ( same item number ) and are the largest offered.I paid for next day delivery and they arrived as expected, next day.

 

Immediately upon unpacking I felt the carriers seemed flimsy. The lid doesn't fit properly and overhangs the top on one side by over and inch, consequently leaving a gap of over an inch on the other side. Even worse, even under its own weight, when lifted, the lid comes away from the frame.

 

I put a 4.2kg bag of cat litter in the carrier to test it's strength ( 4.2kg is the weight on an average cat ) and lifted it and the lids completely distorts and bows, leaving a VERY large, gaping hole between lid and body. The gap is easily big enough for a cat to escape through.

 

So I emailed the retailer some pictures , including a picture of the weight load ( I have digital baby scales ) so that they could see that these carriers are unfit/poor quality/ faulty.

 

The retailer is happy to refund but absolutely insists that I pay the return postage. I have sent numerous extracts from the relevant parts of DSR which are just ignored. I am told that my carriers are NOT faulty and despite my repeated pleas, the retailer outright refuses to address why she thinks they are acceptable in light of the photographs. In fact, she has not once commented on the photographs and I have sent them about 7 times now.

 

Many emails have been exchanged and each time, the question of how can they say my carriers are fit for purpose is completely ignored. The emails are responded to so I know they have been received, but the relevant parts of my mail are not addressed at all.

 

I posted up on their Facebook page a complaint and they responded saying it was my fault as I have large breed cats ! I of course pointed out that a) I bought extra large carriers which itself implies for large cats , b) that they are also dog carriers and c) that the carriers won't hold an average weight cat ( averages moggies are between 4 and 5.5 kg )

 

I have phoned Citizens Advice who agree I am within my rights to request the retailer pays the return postage but beyond that, they seem unable to help :-(

 

I have even phoned the manufacturer of the carriers who of course can't make the retailer pay my return p&p . I had hoped that they could maybe liaise between us. I have also sent them the pictures of the carriers.

 

Now the return postage will cost around £8 ( I think as that's what I paid for inward ) so it's really not a lot of money but I'm just so SO upset by this. Part of me feels I should let it go but the more principled side of me says why should I ? Why on earth should I pay to return goods that are not fit for purpose ?

 

The last mail with regards to the carriers condition read ( and I quote ) " your carriers are NOT faulty ! "

 

I honestly expected the retailer to be shocked and horrified at the pictures and full of apologies , her behaviour and attitude has stunned me :-(

 

Can anyone advise as to how I can move forward with this please ? I'm so upset by how we have DSR and SaleofGoods acts etc but they are seemingly unenforceable :-(

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As it was an online purchase I'm guessing you paid by card?

Contact the card provider and order them to do a Chargeback. Then contact the retailer to advise that you are making the carriers available for them to collect at their own expense.

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That should work fine as well. I'm guessing if Paypal refund you then that will be all your money back?

Once you have it back, just do the same thing, contact the retailer and tell them that the carriers are available for collection at their own expense. Either in the form of pre-paid packaging or a courier to come and collect at a time convenient to you.

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That should work fine as well. I'm guessing if Paypal refund you then that will be all your money back?

Once you have it back, just do the same thing, contact the retailer and tell them that the carriers are available for collection at their own expense. Either in the form of pre-paid packaging or a courier to come and collect at a time convenient to you.

 

Hi :-) i'm pretty certain that paypal make you return the goods first and advise the seller only to refund upon return ........or is it the other way round , Paypal refund and THEN you return ? Pleeeeeeeeeeese say the latter :-)

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Hm, I'm not sure really, I don't use Paypal much for anything besides the odd eBay transaction and I've been fortunate enough to never have an issue like this crop up.

Reading a few of the other threads here though it seems that they tend to refund first, but that may only apply to eBay transactions and it's eBay doing the actual refunding.

 

Someone else might be a bit more knowledgeable regarding Paypal though.

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Oh well thank you very much anyway :-) hopefully someone else will come along who will know. I've googled but cannot find anything specific re the order of refund/return.

 

The seller still hasn't responded to my claim anyway, no surprise, I suspect she plans to wait until the last day possible !

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