AIBU to just have it for free?

[Realitea]

A month ago I ordered a personalised football shirt for my nephew. Days before the birthday they email to say they've had to refund me as there's a problem with the order. I dash around trying to get it elsewhere. It's cost more but to get it in time I did it.
Then this week I get an email saying the order wasn't cancelled (their error) and it's now been dispatched to my local store.
I emailed customers services and they said if I want to pick it up, to phone them and pay. If I don't want it, they'll dispose of it and claim on their insurance as it was their mistake.
I'm thinking they should really just let me have it for free shouldn't they? They messed up. It's personalised so they can't sell it. They gave me the run around and didn't cancel the order..
WWYD?

[budgiegirl]

No, not really. If you want it, you pay for it, if not, no problem !

It would be nice, from a customer service point of view, but it may be that if they give it to you, they can't claim the money back on their insurance.

[tofutti]

It's a game of luck, really.

Often companies will let you keep the item for free. But if they do, it's a happy bonus and you shouldn't think it's the norm.

[monkeywithacowface]

I think it would be a nice gesture on their part and make good business sense because currently you're not likely to use them again given that they have let you down with an order in the past. If they gave you the shirt for free then they may recoup your future custom.

[Realitea]

I'm going to ask them and say what mnokeywithacowface said. I wouldn't want to just go in and take it, I'd feel guilty.

[monkeywithacowface]

Worth a try! Plus I object to disposing of perfectly usable items seems so wasteful

[chunkymum1]

I'd be inclined to call them and act really friendly but a bit dim. I'd say I've had a message to say it's been dispatched and I can collect it but I just want to check that I don't need to pay for it and that they've sent it as a gesture of goodwill following the problem with the order (mentioning that thankfully I managed to get an alternative so avoided a disappointed child but at a cost). And tell them what great internet feedback you'll be giving for this lovely gesture.