Had a bad experience with a purchase from RY.com.au (aka The Hut Group), wanted any thoughts on where i can go after a failed return attempt and paypal siding with the seller…
details
- ordered products online from ry.com.au, paid with paypal.
- received different products (with similar product name and details) see here, but not the products i ordered that were pictured on the page i ordered from. unfortunately can't use the similar product as they have different ingredients and it's needed for someone with a skin condition
3.I requested a refund/return in Ry.com.au online messages/chat , which dragged on in messages for over a month. At one point they said i had to return the item to an address in Poland!!- but eventually confirmed return address in melbourne. During this time they changed the page to have the image of the product they delivered, but i saved screenshots of how it was before as proof.
4.i posted the incorrect items back to the delivery address in melbourne chosen by the seller, then after some time checked Auspost tracking again - i noticed the delivery had been carded and taken to the LPO 3 days prior so i contacted RY.com.au to urgently collect the parcel. RY.com.au replied that I was responsible for the parcel until it arrived, and took zero responsibility for accepting or collecting the parcel they had failed to collect . Messaged few times urging them to collect the parcel but they still refused to send someone to collect from their nearby local LPO, and eventually they missed the collection window and it got returned to sender (me). - i'm now $15 down on postage in addition to the $>100 for the incorrect products they delivered.
- raised a paypal dispute, paypal refused to refund my return postage, and also now responded to my case saying i can only have a refund provided i ship the products to an address in great britain, which there is no guarantee they will even collect based on last time and will be even more expensive. would only consider posting a second time if the seller refunded my first postage and committed to collecting the second return, which they have not done either.
TLDR: seller sent wrong products, then on the return failed to collect the (correctly addressed) return parcel to melbourne and seller taking no responsibility. paypal refusing to reimburse postage and won't refund unless i now ship to a british address this time at further cost to me for what were seller mistakes.
has anyone been through similar before and can recommend anything? is there any legal steps i can take without risk of being further out of pocket /would you advise against it? would a credit card chargeback work for 'incorrect products received' , given that i paid via paypal?
thanks!
credit card chargeback would likely work, i don't think you have any other surefire ways to get your money back. anything other than a chargeback is likely going to cost you and has no guarantee of getting you a refund.
i am guessing the product cost between 30 - 80 dollars? if so, the only really viable option is a chargeback, it's probably going to cost you more than you paid for the product if you were to take any legal action