Hi All, just need some advise, I ordered an item online and the seller (a local Aus company), delivered the wrong item. I emailed them and they said I can send it back and they will ship me my item, but I don't see why I have to pay shipping for the return because of their fault.
Is there anyway to demand that they refund me my shipping? Anyone familiar with what Fair Trading Australia will say about this? Thanks.
Yes, they did.. I haven't yet made a stink about it yet though, I'm more concerned about getting my goods first so I'm thinking of just playing along first, but I'm not sure if that is a good idea as they may just ignore me after the matter is resolved and I asked about the shipping later. On the other hand if I complained about shipping, they may make it difficult for me to get my item.
This is Thomas Sabo btw, they've actually also ruined the experience for the intended recipient as it was something she really wanted, but to everyone's surprise (not the good kind) the item waiting in the box was not what anyone expected. Them demanding I pay for the return shipping was just pouring salt on an open wound. Their retail shops won't deal with items ordered from their online store so I can't just rock in for an exchange.
It took them 2 days just to respond to my email, they have no phone number for customers to dial in. Pretty poor online experience. This is their official retail online store as well.
you did not get what you paid for, they have to supply it or refund your money.
request a pre paid return satchel, and if they refuse… i dont think they can really do anything.
Send them another strongly worded email that emphasizes that they sent the wrong item and it's not a change of mind. They should rectify this by providing free returns etc.. Also, threaten that you will take it to fair trading as the goods supplied is not the same as what you purchased and/or will initiate a chargeback with your cc
I would also post the same on Facebook and twitter as well.
They will probably be more apologetic and helpful once it hits social media
https://www.facebook.com/thomassaboaustralia?brand_redir=1
They will tend to take better care of you if you place your concerns there.
good idea, will try it..
How did you pay?
If by CC I'd be thinking chargeback time! ;)
They should pay for it. Also, when the parcel was delivered could you tell straight away it's the wrong item (from shape size, description packaging)? Because in that case you should have just refused delivery.
Thanks, can't really tell the wrong item was same size inside a box.
Yea not your fault either way
Did they state that you will have to pay for shipping?
Have you asked them?
I had been in similar situation where the wrong item was sent and they refunded the shipping money + refunded the item value on arrival of the item (shipped with tracking).