aibu to think that if a shop delivers a broken item they should come and get it to replace it?

[Dirtydishesmakemesad]

I order a mug from debenhams, it arrived today and the bottom has a big broken bit. It was wrapped crappily just in a plastic bag so its not really surprising.

I called them thinking they would just come get it and send another one but no, my options are go into the nearest debenhams (if i lived near a debenhams then i would have just shopped there in the first place) or buy another one then repackage and print out labels for the old one then the take it to the post office (also a bus ride away and the cost of the bus is nearly the cost of the sodding mug) get proof of postage and im assuming claim back the cost of postage.

The whole reason i ordered the things online is because of the difficulty of lugging my pregnant self and toddlers (i have no car) around to the shops.
I know its a stupid mug, i know there are bigger problems in the world BUT aibu to think that they deliver broken mug they should come get it??

definatly agree with you i ordered something china recently it arrived broken so i rang th ecompany and they were fantastic and sent a replacement straight away, they never asked me to even return the broken item! i woukd try phoning customer services and complaining. some companies are shits. Good lck

Given it's that, or you delay the delivery driver opening the parcel and checking everything before signing it they really should be more helpful. I'd give them another ring, in my experience you never get the same answer from two different customer service bods.

I don't believe there's any obligation in the distance selling regulations that require you to send cancelled goods back on their terms.

See "The consumer is under no obligation to deliver the goods to the supplier except at the consumer's own premises and in pursuance of a written request by the supplier."

How about sending them an email with a photo of the broken mug? Gives them proof it is broken & saves time & money.

im gogin to email them i think, the website says they should offer for it to be collected so i dont understand why i was told no on the phone.