to think I should have been sent the correct item?

[Gracie123]

DH bought me a beautiful sewing and embroidery machine that was well out of our budget for my birthday and it was incredibly exciting. He also ordered (from same company, from a link at the bottom of the page) the software to go with it that makes it do loads more fancy stuff. The extra software was £109 and is advertised as the perfect partner for this machine.

There were problems from the beginning as despite saying 'in stock' on the website, 2 weeks after ordering when he phoned to check why it hadn't been delivered they said they didn't have any in. To cut a long story short, we waited over a month for the machine and the software didn't arrive until 6 weeks later.

I was then ill and didn't get around to using it for a couple of weeks. When I did I couldn't get the software to install. I then went to the states for three weeks and waited until I got back to contact singer help. They very kindly informed me that I had been sent the wrong software (not compatible with machine) and I should contact the retailer. I checked order form and it turns out DH did order the correct software, they just sent the wrong one.

I contacted the retailer to ask if we could exchange, but they are saying the order was too long ago and no exchange is possible.

Had they sent the item when we ordered it I would have had time to work out that it wasn't right and contacted them, but having been messed about for two and a half months, it was not convenient to sort this out instantly.

Would it be unreasonable to insist on speaking to a customer services manager and demand they accept a return?

It is their error after all, they never actually sent me the correct item in the first place. It's not like I have used it or broken it in anyway.

[navyeyelasH]

YADNBU

[Trikken]

I thin you need to keep on at them until they send the right software, Yanbu, I would be very annoyed.

[Gracie123]

Good to know. I think it's really annoying that they sent me the wrong item, but didn't know if I had any rights because it has taken over a month to realise it

[IneedacleanerIamalazyslattern]

Doesn't matter that it took you that long, what if it had been a gift ordered in advance and you didn't get it off of dh for a month.
You have proof on the order form that your dh ordered the correct thing it is 100% their fault that you never received the correct item so get on at them and don't give in they are totally in the wrong here.

[Gracie123]

It was a gift, and my birthday was in freaking July!!

[IneedacleanerIamalazyslattern]

Oh no for you i'll bet you are desperate to get using it and your dh is probably feeling awaful as well.
Keep on it don't let them fob you off.