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Original poster

If an online store sent you a duplicate order, would you keep it?

27 replies

sentimetal · 29/09/2022 12:28

I ordered a pair of jeans from a well known online retailer, with 24 hour delivery via Evri. Four days later they hadn't arrived, so I called the store's customer services. They apologised, refunded my delivery charge, and re-ordered the jeans. But then Evri delivered the original, and the re-order, so now I have two pairs of jeans. Should I send one back? If I don't, will they double charge me later? Wwyd?

OP posts:
Catnuzzle · 29/09/2022 12:29

Send it back and let them know. Anything else is fraud.

Original poster
sentimetal · 29/09/2022 12:30

Just to add - I will need to pay postage to send a pair back.

OP posts:
watcherintherye · 29/09/2022 12:31

I would tell them what has happened, but I wouldn't be paying postage to send them back. I would expect some sort of collection or postage label to be organised.

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GlorifiedChair · 29/09/2022 12:32

They should arrange a collection of the extra order, or pay the postage.

happyinherts · 29/09/2022 12:33

It isn't 'fraud' if you didn't deliberately set out to acquire two pairs of jeans. It's a delivery mistake. That said, best to mention it and see what they say about returning a pair (at their cost).

Antarcticant · 29/09/2022 12:34

It has happened to me - a fairly cheap t-shirt. I contacted them & they told me to keep it. I'd have returned it if asked though would have expected them to pay the postage.

Redlighting · 29/09/2022 12:36

I had this once and just emailed the retailer and asked what they'd like me to do. They said to keep the additional set. The main thing (I think!) is to be honest.

FinallyHere · 29/09/2022 12:36

No point in spending money and effort to return the extra pair.

Tell 'em about the duplicate. If they haven't collect them within six month they are yours to do as you please.

If they don't collect, id be tempted to try dying them a different colour

eyeteevee · 29/09/2022 12:39

Why would you need to pay postage to return them? Just contact the retailer for a returns label?

Even if you did have to pay though, you did t pay for delivery, so that balances it out anyway.

Return them.

Deadringer · 29/09/2022 12:39

I wouldn't but my dd has, twice. Both expensive items which she sold, she had no conscience about it whatsoever.

Original poster
sentimetal · 29/09/2022 13:05

eyeteevee · 29/09/2022 12:39

Why would you need to pay postage to return them? Just contact the retailer for a returns label?

Even if you did have to pay though, you did t pay for delivery, so that balances it out anyway.

Return them.

I paid for next day delivery, and they were delayed by several days, so that is why they refunded the postage.

If I return them using their standard returns procedure, they will refund the cost of the item, minus a £2.50 courier fee, so that would actually be just as dishonest as keeping them.

As others suggested, I've messaged them to ask what they would like me to do.

OP posts:
Thesearmsofmine · 29/09/2022 13:08

This happened to me with an expensive Lego set. Contacted the company and it was such a faff trying to get it collected with the courier not turning up that I ended up wishing I’d just kept and donated it to the toy bank.

eyeteevee · 29/09/2022 13:13

If I return them using their standard returns procedure, they will refund the cost of the item, minus a £2.50 courier fee, so that would actually be just as dishonest as keeping them.

N why would you return them using the standard returns procedure? That's not what I meant. I meant ask them for a return label so you can send back the extra pair, because you should not have to pay. I didn't mean retune them and not say anything. But again, even if you did have to pay, you wouldn't be out of pocket as you were refunded the original.

TimeforZeroes · 29/09/2022 13:17

Is it one of those companies where they literally throw away returned stock? If so, I wouldn’t bother.

mummyh2016 · 29/09/2022 13:57

If it's next they'll arrange a collection from you for free.
I'm presuming it's next because of the return fee and that you had called customer services.

Blanketpolicy · 29/09/2022 14:05

Currently trying my best to return a second laptop and mouse that has been sent to me in error.

I have phone, emailed, online chatted and all they'll do is say yes they want both back and will let me know how to return. Its been 4 weeks now and it is getting annoying how much effort it is taking! The laptop is being picked up by courier tomorrow but they don't know yet how I can return the mouse and I have not to give it to the courier. 🤦‍♀️

Forestdweller11 · 29/09/2022 14:19

Similar happened to me - placed an order it never arrived. I contacted customer services and they sent out another. But in the end I got x3 of the item. I then arranged a free pick up for the two extras with the supplier. Items were never picked up (no shows 3 times). After about two weeks I emailed and said this is ridiculous (I'd waited in one day) and can I keep them. They said yes.

I could have returned them physically via parcel shop, but they were bulky and unwieldy and slightly out of my way or I could have driven 40 mile round trip to take them back to a physical shop.

Definitely don't pay postage, and don't put yourself out two much.
Can you see two on your online account? Or one?

chantico · 29/09/2022 14:22

I would email them to let them know what has happened, and I would send them back if they provided me with reasonably convenient free returns.

But something like this has happened to me, and they said I could keep them

LadyHelenaJustina · 29/09/2022 14:24

I'd inform them, but make it clear that you won't pay the postage. Chances are they will tell you to keep the goods and you can have a clear conscience about it. Amazon have done this to me several times.

Keroppi · 29/09/2022 14:24

Yes, honestly, I would just keep the item and donate or give to a friend. I wouldn't bother contacting and waiting in for a courier, I've done it before when I somehow received my return back that I'd posted but I had already been refunded. Obvs I didn't want the items as I sent them back for a reason. Had to take time off work for 2 no shows, I stopped replying in the end and donated them. The customer service agent was clueless and kept trying to give me generic return advice at the beginning too.

SenecaFallsRedux · 29/09/2022 14:39

This has happened to me a couple of times in the US. I contacted the retailer(s) and both times they told me to keep the extra. In both cases, it was not a lot of money, around $20-30 as I recall.

Mammyloveswine · 29/09/2022 18:25

Id keep it

Mrsfussypants1 · 29/09/2022 18:31

This has just happened to me. I emailed the company to let them know and the reply back was to keep the items. Not the kind of item you need two off. It felt wrong selling them on or binning them. So I offered them for free on the Christmas forum and I've just posted then today. They only needed two first class stamps but it felt the right thing to do with them when the company had been so kind. I'd email them and see the reply. If its keep them, if you need the money sell them on but if you don't I'd donate them to a charity or refuge.

Georgeskitchen · 29/09/2022 18:48

I would send one back, saying they don't fit. Get refunded by the company . Keep the other pair
Voila!! Free pair of jeans 😀😀

CointreauVersial · 28/11/2022 13:01

This exact thing happened to me - it was quite a big Charles Tyrwhitt order for DH.

They were so super-friendly and helpful when I complained about the non-arrival of the first parcel, and arranged a replacement in record time, so I couldn't in all conscience keep both. I called them, and they arranged the return, with a zero refund.

Maybe if they'd been arsey and unhelpful I'd have felt differently! I could easily have kept both, as the first parcel had been "written off" as lost.