Advice on returning a product please

[Hymie]

Hi all, I ordered a Reich tap just over a week ago from Camping Online, a ppackage finally arrived on Saturday but it contained the wrong product, I ordered the deluxe tap in nickel for our kitchen but received the white plastic one that's used in the bathroom.

I checked the invoice, it clearly states deluxe tap in nickel, @ £21.99, not the white plastic @ £19.99, OK, a simple mistake, they've put the wrong one in the bag but we are off in the morning for 3months and I don't want this item.

Their website gives an email address so I wrote stating what happened and requested a return postage slip and a refund when received, but by monday night no reply.

Checked the invoice and there's a different email address so sent a copy to that one, still no reply and no answer to phone calls.

I am gonna return the package 48hr tracked tomorrow with my daughter's address as return if they don't accept it, with a letter explaining that I want a refund including the cost of return postage, is this a reasonable way to proceed?

Some may say I should give more time for a response Sand while I understand accidents happen t's not my fault they sent the wrong product, and I'm fairly certain I won't get a refund if I return in December when we return.

Hymie

 

[Jaws]

Hi all, I ordered a Reich tap just over a week ago from Camping Online, a ppackage finally arrived on Saturday but it contained the wrong product, I ordered the deluxe tap in nickel for our kitchen but received the white plastic one that's used in the bathroom.

I checked the invoice, it clearly states deluxe tap in nickel, @ £21.99, not the white plastic @ £19.99, OK, a simple mistake, they've put the wrong one in the bag but we are off in the morning for 3months and I don't want this item.

Their website gives an email address so I wrote stating what happened and requested a return postage slip and a refund when received, but by monday night no reply.

Checked the invoice and there's a different email address so sent a copy to that one, still no reply and no answer to phone calls.

I am gonna return the package 48hr tracked tomorrow with my daughter's address as return if they don't accept it, with a letter explaining that I want a refund including the cost of return postage, is this a reasonable way to proceed?

Some may say I should give more time for a response Sand while I understand accidents happen t's not my fault they sent the wrong product, and I'm fairly certain I won't get a refund if I return in December when we return.

Hymie

Personally I reckon you did what you could but suspect you will not get the postage costs refunded

 

[The Dudess]

Is this the company? If so why not call them.

Contact Us | Camping Equipment | Camping Online UK

We have a huge Range of Camping & Caravan Equipment accessories we sell everything from Awnings, tents, coolers, tent pegs, all the gear you need this summer to enjoy the great outdoors

www.camping-online.co.uk

FOR SALES AND GENERAL ADVICE PLEASE RING:
0845 2591407 01246 857591
Monday to Friday 9am to 6pm

 

[DavidG58]

If they are based near Chesterfield I am not surprised at the lack of reply, they are virtually a one man business , run by a nice man Kevin, who has all on keeping up with orders, it’s total chaos

I suspect he will simply refund the item rather than pay return postage

 

[Kingham]

If the incorrect item was a fault of your own, then you should pick up the cost of return postage.

Genuine mistake or incompetence on behalf of the company, this was not your fault and they should be covering the cost.

^{_{Subscribers  do not see these advertisements}}

 

[M-J]

Inform them you have the incorrect item available for them to collect.

 

[Mickthemove]

They must pay the postage, but i would ring them first and ask them if they want to arrange collection. Every aspect of consumer law is on your side, if, as you say, they just sent the wrong product after you ordered the correct product.

 

[tuscancouple]

I'm fairly certain I won't get a refund if I return in December when we return.

Consumer Rights Act 2015

Have a read through this, you have 30 days to return and the vendor pays the return postage/packing:

Consumer Rights Act 2015 - Which?

The Consumer Rights Act protects you in almost all purchases you make. Here we explain what it means when buying goods or services

www.which.co.uk

Mick

 

[Jaws]

All the above are of course correct. but reality is simply a horse of a different colour

 

[addoaddo]

Having worked in on-line retailing the law is a bit grey on who pays the postage. Most companies are willing to pay postage for all returns while some will only pay for returns of faulty goods. My past company expected the user to pay returned postage.

The main thing is to put it in writing (email) as soon as possible. If the retailer does not corporate you can claim against your credit card company

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[Hils and Glenns]

Phone them.

 

[Fontie]

AS others have said, give them a ring.

 

[Kingham]

OP mentions getting no replies to phone calls.

 

[TerryL]

It's all very well folk getting up on their high horses and quoting consumer law and rights and what should/should not happen. But in reality, the company have made a mistake and if they (he?) is very busy surely it's a good sign that normally they're very good so almost certainly would want to put the matter right quickly and without fuss.

For heavens sake just ring them - may take a couple of attempts if they're busy but if you start getting stroppy it's only human nature that you ain't going to get the best service. I appreciate that the OP is annoyed, but it's obviously not preventing him going away is it?

 

[hymerman]

I'm fairly sure that buying from the internet you have an automatic return option within 7 days without even giving a reason, even if you just change your mind.
I'd be interested to see if anyone can confirm this please.
Comes under 'Distance selling regulations',

^{_{Subscribers  do not see these advertisements}}

 

[busby]

Hi all, I ordered a Reich tap just over a week ago from Camping Online, a ppackage finally arrived on Saturday but it contained the wrong product, I ordered the deluxe tap in nickel for our kitchen but received the white plastic one that's used in the bathroom.

I checked the invoice, it clearly states deluxe tap in nickel, @ £21.99, not the white plastic @ £19.99, OK, a simple mistake, they've put the wrong one in the bag but we are off in the morning for 3months and I don't want this item.

Their website gives an email address so I wrote stating what happened and requested a return postage slip and a refund when received, but by monday night no reply.

Checked the invoice and there's a different email address so sent a copy to that one, still no reply and no answer to phone calls.

I am gonna return the package 48hr tracked tomorrow with my daughter's address as return if they don't accept it, with a letter explaining that I want a refund including the cost of return postage, is this a reasonable way to proceed?

Some may say I should give more time for a response Sand while I understand accidents happen t's not my fault they sent the wrong product, and I'm fairly certain I won't get a refund if I return in December when we return.

Hymie

Thats why Amazon is brilliant,,jusb request a return ,,take parcel to local parcel shop,,scan phone return label and hand it in,,all free.BUSBY.