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Ordered baby product, got sent wrong colour. Am I being unreasonsable in expecting them to bend over backwards to resolve problem/keep custom

(192 Posts)
Emmz0 Fri 27-May-11 11:40:08

I ordered a baby product specifically in blue and I got send a green one. the invoice clearly states I requested blue. I phone customer services and they tell me yes they did send wrong one as supplier labelled wrong etc (note the packing is see through - clearly anyone packing should see it's not blue)

They tell me they can send a replacement and should arrive by next week i.e. next wed/thurday as there is a bank holiday. I enquire why they cant do next day delivery and they said warehouse shut tomorrow and delivery depends on royal mail. I did point out they could dispatch today and put it in a more special delivery. then on top of that am asked to send existing one back either to store or by post. I tell them its not easy to do either as I have small baby need to get cover etc and i dont live very close to shop. They said they would send me free returns label. I ask to speak to supervisor, she says more or less the same things above. I tell her that for a mistake they made I have to go round returning the wrong product myself and wait for the delivery of the replacement up to a week its not on and that its not really incentive for me to shop there again. She said what else do you want me to do I said I dunno maybe offer some discount towards next purchase.

I've now asked to speak to manager waiting for phone call, I'm upset at their service. Update: spoke to manager and she said the same as above and I said it was not good enough that I might or might not get product next day as its 1st class royal mail. I said really i should get discount for my next shop or something as I really wanted to use the product today. She said you can start using the product today with wrong color and accept as mistake or send back and get replacement and wait for product to come. She said I think this is genuine mistake and I wont be doing any more then whats offered. I said well why cant you even send it guaranteed next day,she said okay she will do that but someone will have to be in to sign it. I said fine. I really thought I was banging my head against a brick wall by this point.

They didn't seem to get that I was upset at their service, they were not apologetic enough. They could have offered a next day delivery service in the first place or at least been really sorry and I would have happy at that.

What do you think?

suzikettles Fri 27-May-11 11:44:25

Honestly? I think it would depend what is is. 80% of the time I'd probably have been mildly annoyed and just used the green one. But I'm not particularly fussy.

If I'd wanted to send it back for a replacement then I'd have accepted the delay because of the Bank Holiday. I think you did well to get the next day delivery option.

I don't think the shop needs to give you a discount towards another purchase for this sort of mistake tbh. It happens - it would be unreasonable obviously if they'd refused to replace it.

MerylStrop Fri 27-May-11 11:47:27

Are you usually this high maintenance?

worraliberty Fri 27-May-11 11:47:35

Is it very very very important item?

If not, YABU to expect them to bend over backwards. Mistakes happen and it's a BH weekend.

ashamedandconfused Fri 27-May-11 11:48:01

I think they have done everything they can and you are getting very wound up over it.

they have acknowledged the mistake, offered you free return and a replacement asap. They really can't do more than that over a bank holiday weekend.

the only other thing they could have suggested was would you keep the wrong colour if they gave you a part refund/voucher - would you? if so suggest it to them

Tee2072 Fri 27-May-11 11:51:30

All this because it's the wrong colour? That's all that's wrong with it? It still works?

Then, yes, YABU.

LyingWitchInTheWardrobe Fri 27-May-11 11:56:04

You being unreasonable. Over and above sending you the right colour, arranging for the wrong one to be sent back free of charge, they owe you an apology, which they've given.

Why do you think you should get a discount on future orders? If they want to offer that, they can, but it's for them to offer not for you to demand. I think offers like that are based on your spend with them and whether they are that interested in keeping you sweet for your potential orders.

You haven't been disregarded, but your post reads to me as if you think you have. If it's really a hassle for you to take the wrong item to the post office, tell them that it will be available for collection for 'x' amount of time if they want to make arrangements for that, you will not be taking it to the post office.

knittedbreast Fri 27-May-11 12:01:29

hi i deal with complaints like yours all the time.

if the supplier has put the wrong colour in the box it might be a bad batch, someone and it isnt always a person has either put the wrong product in the box or a whole batch have been done this way. companies buy in trust from suppliers huge amounts of these products come on pallets to the warehouse and then are sent out to customers like yourself.

The advice you have been given is exactly what i would say to you aswell. dont be suprised if the product does not arrive by next day delivery, while we can pay to have that its at the descretion of the courier/royal mail. call them back and request a consignment number, then use royal mail tracking online to track your parcel. so close to bank holiday there is a very high chance it will not arrive before monday and although we can send it out in time if there is a delay at any point in the delivery system either with a back log at the warehouse, with royal mail or at a local depot your order will be held back. companies can never guarantee 100% delivery for next day, we can do everything we can to get it out so that it should reach you but anything else is out of our control.

you would not recieve any money off your next order from us, it was a mistake. on the order it said blue, you order blue we ordered you blue and the supplier sent you what they thought was blue. if you are really unhappy then just request a refund or refuse to accept delivery.

HappyMummyOfOne Fri 27-May-11 12:03:19

YABVU, mistakes happen and they are correcting it by arrange to swap the items. All that fuss and involving a manager for something so simple.

If it was so urgent and special then you should have picked it up locally.

Quenelle Fri 27-May-11 12:06:06

YABU You haven't been treated badly, they just made a mistake. And not even a very grave one.

They've offered to do enough IMO.

Emmz0 Fri 27-May-11 12:09:32

Thanks for all your replies so far

MerylStrop - Unfortunately I am this high maint. as in expect high level customer service I suppose as I used to be p/t sales assistant and used to provide best customer service I could. I guess this is why I need advice to see what everybody else would expect/do in my situation

worraliberty - Important item not very important

ashamedandconfused - I think its just they were slow to respond and I had to suggest stuff to them and thats why I got wound up

Tee2072 - just colour- havent tested it works as haven't opened packaging (packaging see through) didnt want to open If I dont wanna keep cos wrong colour

Tee2072 Fri 27-May-11 12:11:13

What is it????

betterwhenthesunshines Fri 27-May-11 12:13:16

YABU to expect it all to happen instantly. If it was so important you have a blue one by tomorrow then maybe you should have allowed more time.

They should offer to pay for the return postage (which they have) and send you the new one (which they have) even before thay have received the green one back from you. It's a genuine mistake which they are resolving.

QuintessentialOldMoo Fri 27-May-11 12:13:58

How much did you pay for said jumper? Is it am emerald jumper whereas you wanted a sapphire jumber, diamond embedded no less? grin

You need to learn to chill, if you dont have anything else going wrong in your life, you are truly blessed. Only somebody with truly nothing to worry about would go so over the top over a jumper.

They will probably not want to sell to you again, so dont worry.

Emmz0 Fri 27-May-11 12:13:59

HappyMummyOfOne - I wish I could pick it up locally its a case where the shop only displays a certain amount of stock and the rest is via the internetsad Thats why I dont like internet/phone shopping. I prefer to go shopping once month and buy from high st so I know whatcolor Im getting etc

Emmz0 Fri 27-May-11 12:16:24

Tee2072 - weaning set

GwendolineMaryLacey Fri 27-May-11 12:20:00

Weaning set? So bowls and spoons? Oh fgs. If it was your wedding flowers I might understand but... just use the green!

MerylStrop Fri 27-May-11 12:22:12

have you thought about BLW?
gets you over the issue of cutlery co-ordination

Tee2072 Fri 27-May-11 12:24:25

So you're having a hissy fit because they sent you green rather than blue weaning set?

Yeah. That's high maintanence. I also expect excellent customer service and I usually get it. You know why? Because I am also a reasonable human being that understands that in this case the colour of the product makes no difference in it's use and next week would be fine for a new one.

You, on the other hand, have an extreme sense of entitlement.

FabbyChic Fri 27-May-11 12:24:33

You do know don't you that special delivery do not guarantee Saturday deliveries?

ashamedandconfused Fri 27-May-11 12:24:52

a weaning set? a weaning set? It would have to be plastic when I'd paid for gold plated for me to make the fuss you are making. get on with it!

wantingonemore Fri 27-May-11 12:24:59

Just use the Green hmm. and get a grip

knittedbreast Fri 27-May-11 12:26:19

do you know one customer once called me shouting with outrage that the recliner he had ordered .......

reclined too much.

it was a 5 point recliner, i really had to stop myself from telling him to fuck off. if you by a recliner and it reclines, you should be pleased, dont like it reclinging that far back then use one of the other 5 points so it reclines less.

knob end. ive had women hysterically crying down the phone that the wood is the wrong shade and its ruined everything, literally screaming down the phone.

one woman called me and said that her husband had ordered the wrong tree and that now she was going to divorce the fucking idiot who had ruined her xmas.

some times customers need to just take a step back and think, is this really important.

swampster Fri 27-May-11 12:27:52

YABVU and I think you are a bit of a chancer. And you are very lucky if that's all you have o get worked up about. There are bigger things in life. Chill. Pill.

leapster Fri 27-May-11 12:28:01

YABU! i ordered ds some blue and green weaning spoons, they sent pink doesnt seem to bother him yet that he has pink spoons,the money i saved in not sending them back etc can be put towards the therapy im sure he will need in years to come cos i fed him off the wrong colour spoon

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