Rude customer service and generic photos

[nofornot]

Hi all,

I am really annoyed as I was sent a link to buy something I needed. The image was different to the description. So basically they have sent something I don't want and have said well sorry but we use generic photos but the description was correct and was what you ordered.

They said they will refund but have refused any sort of gesture of good will and to send it back it's quite pricey.

Is it legal to use generic photos different from the item.

Don't think there is much you can do legally or whatever which isn't going to cost you a lot anyway. It's not great but I don't think it is illegal to use generic photos.

Sorry you have been had like this.

It's like the 'colour portrait of the sovereign' which turned out to be a stamp.

Legally it needs to be "as described" but the photo will form part of the description. As it's not as described you don't need to pay for the item to be sent back.

I would call the consumer advice line from the citizens advice

https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/consumer-service/

They will chat it through with you and give you a reference number, then contact the company again.

Sorry so did not realise that I had replies. I always like to say thank you!

Yes I feel that it should be part of the description thank you for the link.

I now have a horrible feeling that they are going to say teary did not receive my return. I did get proof of postage. I hope this will be enough. Urgh!

Sent to Northern Ireland from the Uk

I got scammed when I bought a swimsuit recently. It was from a company with a uk website address so I assumed it was in the uk. I needed to return it as it did not fit and also had a hole in a seam where the stitching had not been done correctly.

There wasn’t a return slip or address on the receipt but I found a FB link so could message them. Turned out they were based in the US and as the cost of me paying for return postage was prohibitive, they offered me £5 to keep it and resell or gift. Pointless as it was faulty and could not be worn, who would risk wearing a swimsuit with a weak seam!

After exchanging a lot of emails, they increased their offer to £12 which I still rejected. I contacted my credit card company but they were unhelpful as it was less than £100 although I did not understand why this made a difference to charge back.

Eventually I gave up and put it down to experience so accepted the £12 and threw the swimsuit away. I never got the £12 refund to my credit card though!

I now do some research before buying from a new supplier to make sure they are based in the UK or have a fair returns policy.

I think this is a legitimate company. I'm going to phone them now and see what they say!