Wrong items shipped, haven't arrived yet. I can confirm they are wrong from con note. Thoughts on What to do?

LPonyTable on 22/02/2017 - 18:05
Last edited 27/02/2017 - 16:23

Hi OZB,

I recently made a purchase of some items from an online store (AUS Based) via email, not through their webstore as their automatic shipping calculator was throwing random numbers on different colour options, so I asked what the real rate was, and then had negotiation on price, inclusion of Cash Rewards etc etc.
(I assume that's how we all buy everything that doesn't show up on the front page here right?)

Anyway finally got the connote sent and items are now enroute, but I have just noticed they will be wrong to what I thought I had ordered (connote indicates different/wrong colour). So the stock is unused, still sealed etc etc (I don't actually have it yet).

Turns out in an effort to OZB the deal, I, along with the retailer neglected to ever confirm the exact colour, the only mention is what I perceive as an internal style code which doesn't even match the code used on the webstore. Essentially I had a reference number and a quote so its a dilly of a pickle.

So, as I had such a good experience with the whole process, I simply wrote back saying looks like a problem with the order, the colour is not as intended - what can we do? No demands etc. (as I do honestly accept 50% of the error - I mean I didn't include that in the email but yeah, I do realise its my fault as well) - They then wrote back saying, "Sorry cant do anything they are already dispatched".

So now I have several thoughts, not all pleasant about that response but the fairest one I can come to is the below.

My plan is to meet them halfway, as in I will ship the wrong colour back when received, at my cost, and they ship the right colour back at their cost i.e. 50/50 split.

So OZB, Let me know if you have a better solution or need more info to weigh in, or have any advice for me on the above it will be appreciated, sometimes its better to talk these things through before flying off the handle!

++UPDATE++
Just letting everyone I just ended up with a full refund and swap to the correct colour, obviously they are a good company to do that, as below comments and ACCC confirm - they didn't have to. Perhaps it was my civil approach rather than yelling and screaming that made it go my way, who knows. Thanks to everyone for your feedback.

General Discussion

Comments

  • loke on 22/02/2017 - 18:16
    +1

    Paid by paypal? free return shipping via paypal

  • PonyTable on 22/02/2017 - 19:05

    Paid by direct deposit, part of the negotiations on price.

    • garetz on 22/02/2017 - 19:30

      That's a mistake, these days you should never direct deposit.

      If you had paid by paypal or credit card, you could just deny delivery, and get a full refund.

      However now you have no recourse.

      • PonyTable on 22/02/2017 - 21:19

        As they are a bricks and mortar store as well and fairly large and I think once escalated to management it will be sorted, however I prefer to not let bad behaviour on my side dictate the result, well not in the first instance. I am not worried about eventual recourse, just my legal rights or advice of anyone who has had a similar situation.

        • garetz on 22/02/2017 - 21:20

          Like i said in my previous post, you have no recourse. Is the item not fit for purpose ? is it faulty in any way.

          You cant get a refund for change of mind, and thats what you are proposing to do.

        • PonyTable on 27/02/2017 - 16:14

          @garetz: Hi Garetz, I was lucky in my case as I got a full refund as management conceded they had never asked what colour I wanted. Thanks for your feedback and consider it lesson learnt and I wont make the same mistake again.

  • spackbace on 22/02/2017 - 19:49

    Arranged by email, payment by direct deposit…?!

    For starters, you won't get CashRewards if you arranged everything by email

    Not using Paypal wasn't a good idea either

    Just all a strange way to do business these days, to leave yourself so open to issues

    • PonyTable on 22/02/2017 - 21:10

      Agreed, not my normal methodology…have email from store saying they will honour cash rewards on the invoice number if asked by cash rewards so was going to submit manually to cash rewards when all was done, rewards is not huge (5.6℅ offer currently).

  • loke on 22/02/2017 - 20:23

    Retailer in a different state yeah?

    Dollar value of the item vs cost of return postage?

    How desirable is the item? Any sale/resale value?

    Any chance of selling it to a friend/relative (if not go the hassle of gumtree) and then buying again?

    Colour truly detrimental to you? is it pink

    • PonyTable on 22/02/2017 - 21:13

      Yeah item is worth more than shipping back, significantly so it's worth doing, hence the 50/50 offer…not a deal breaker for me on colour, but for significant other , yes.

  • Jakjakjak on 22/02/2017 - 20:25

    Connotes are always wrong. I'd wait till you actually receive the goods to complain.

    • PonyTable on 22/02/2017 - 21:14

      I hope so, but now have confirmation it's definitely wrong, as they have confirmed with the internal style code.

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