Paying for Returns?

[Lucan Unlordly]

Ordered some clothing online pre Xmas, paid extra for 2 day delivery.

The Postcode provided was correctly spaced but had been printed as '12' instead of '1' space '2' etc., Attempted delivery of the wife's Christmas present was being made on the right day, to the right house number, the right road name, but the wrong town.... and didn't therefore arrive until a week later.
I'd normally put this down as one of those things but having paid extra for quick delivery, and now being asked to pay for their return am seeking guidance before I fly off the handle. A full refund of ALL delivery/return is reasonable isn't it?
Talking to a real person and getting a non standard response is proving impossible.

 

[Ali McGowan]

The spacing of the digits on the postcode shouldn't really effect delivery, but I have come across an attempted delivery in the wrong town with one of my orders, that was with Hermes....

If a courier is unable to deliver, for whatever reason, then it automatically goes back to the sender. Usually after three attempts, though I have know Hermes to try 7 times!
The sender then has to either;
1, send it back out to you, at their expense if its their fault, or your expense if its yours.
2, refund you in full 'including' the outgoing postage.

As the item has been delivered, they can ask for you to pay the return postage, but as they failed to deliver on an agreed service (the extra you paid for faster delivery) they should take this into account.

If you still wished to keep the item, they should at the least refund the extra postage as that part of the contract wasn't fullfilled. If only as a good will geature, I would do.

I know from experience that this a tough situation. The seller is not fully responsible for the courier, its out of their hands, but likewise is the same for you. If they are a small company, they might not have the facility to send you a postage lable or reimburse you.

I am eCommerce an if you were my customer I would of offered to refund the full postage in the 1st instance as an apology for the delay. If you where still not happy with that, then I would have offered to reimburse return postage via Paypal upon receipt.

I hope this helps in some way

 

[Lucan Unlordly]

The spacing of the digits on the postcode shouldn't really effect delivery, but I have come across an attempted delivery in the wrong town with one of my orders, that was with Hermes....

If a courier is unable to deliver, for whatever reason, then it automatically goes back to the sender. Usually after three attempts, though I have know Hermes to try 7 times!
The sender then has to either;
1, send it back out to you, at their expense if its their fault, or your expense if its yours.
2, refund you in full 'including' the outgoing postage.

As the item has been delivered, they can ask for you to pay the return postage, but as they failed to deliver on an agreed service (the extra you paid for faster delivery) they should take this into account.

If you still wished to keep the item, they should at the least refund the extra postage as that part of the contract wasn't fullfilled. If only as a good will geature, I would do.

I know from experience that this a tough situation. The seller is not fully responsible for the courier, its out of their hands, but likewise is the same for you. If they are a small company, they might not have the facility to send you a postage lable or reimburse you.

I am eCommerce an if you were my customer I would of offered to refund the full postage in the 1st instance as an apology for the delay. If you where still not happy with that, then I would have offered to reimburse return postage via Paypal upon receipt.

I hope this helps in some way

This saga rumbles on!

The lady on the Royal Mail helpline told me that the automatic postcode reader would have combined the digits if no spacing. I guess if the reading threw up a code for an area serviced by a different delivery depot then the chances of the mistake being flagged would be higher but as the road name was identical then little opportunity for human intervention.

Sods law that the wrong address was for an office, we were in tier 4 and nobody was working. If a residential address, again a chance that the problem might have been spotted by the recipient.

The company is a national brand with online and high street stores. I have emailed them twice, called multiple times, left messages and have had no reply. The cost of return is £26 via Royal Mail or considerably less if we use their online system and DHL which isn't a problem providing we know when collection will be. 'As soon as possible' isn't satisfactory.

 

[Ali McGowan]

As its a big company, you loosw thw human touch. Getting through to someone in customer services with authority to break their textbool os linea qould be slim, unless you get through to a manager.

I'm confuawd as to why the return postage so high for clothing, whats the weight?

 

[DontAsk]

If it's a big company and they have a social media presence, complain there.

 

[Lucan Unlordly]

If it's a big company and they have a social media presence, complain there.

Doh! I genuinely didn't think of social media. Found a Facebook page, quick message and paid for returns label within an hour. Cheers.

 

[DontAsk]

About the only thing Faecesbook is useful for

IMHO of course.