Return Carriage Charges

  laurie53 16:23 18 Mar 2009

I've just had a new piece of furniture delivered and it's damaged.

The company say that not only must I pay the return carriage charges but I must also ring a premium rate phone line to arrange collection.

Obviously I have told them where to go, but why haven't such companies been stopped from trying this sort of thing on?

They obviously expect to get away with it on some occasions or they wouldn't bother trying, but it should surely be an offence even to try.

  wiz-king 16:36 18 Mar 2009

That is often the case, but all charges should be re-funded.
"Obviously I have told them where to go," so you did phone them then, are you keeping the damaged furniture.(:-)

  laurie53 21:11 18 Mar 2009

No, won't phone them on a premium phone line.

Recorded Delivery asking them to collect within 30 days.

Might often be the case, but I've never come across it before. Normally a Post Paid return label in the package for small items, or a Lo-Rate phone number for larger items is my experience.

  Pamy 21:37 18 Mar 2009

laurie53, how did you buy this furniture,at their shop or on the internet?
When did you discover the damage?

  Stuartli 23:49 18 Mar 2009

Remember the Distance Selling Regulations if you bought online. See:

click here

Also, if you paid by credit card (or Visa debit card) you also have a useful backup with the card company. Let it know as soon as possible if you continue to have problems.

  laurie53 07:12 19 Mar 2009

Bought on-line using debit card.

The damage was apparent (splintered wood) before I had even lifted it from the box.

I'll update when I hear back from them.

I'm not particularly concerned about the procedure for getting a refund.

What annoys me is being expected to arrange, and pay for, a carrier for the return of damaged goods.

  anchor 09:31 19 Mar 2009

It would be useful if you told us the name of the company.

  Stuartli 12:37 19 Mar 2009

>>I'm not particularly concerned about the procedure for getting a refund.>>

Obviously not short of money then...:-)

  laurie53 19:46 19 Mar 2009

Update - just heard from the company, the item will be picked up, FOC, within four working days.

Stuartli - I didn't say I wasn't concerned about getting a refund, just about the procedure for getting it, in response to those who gave me advice about distance selling, credit cards etc.

I'll update further when the package has been picked up.

  ened 07:39 20 Mar 2009

For future reference regarding the premium rate number:
click here

  laurie53 08:52 08 May 2009

Update - item was picked up as promised, waited 28 days, no refund.

Got on to the company, Scoots of Stowe.

They denied having received the item.

Quoted the consignment note number etc. and refund was finally paid yesterday.

Not bad, nearly two months!

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