Sorry if this is long, it’s been a bit of a long one to sort, and don’t want to drip feed.
A few weeks ago, approx 4-5, I purchased a watch (on a bit of a whim, as a treat to myself as id been feeling a bit down) from an online company, paying via PayPal.
When the item arrived it wasn’t the correct watch, it was a similar item in appearance and value, but not what I wanted.
I contacted the company, who said send it back and they’d send another. I first checked they would refund the return postage, which they confirmed they would, then sent the watch back (recorded signed for- same as what they sent it to me, and also to cover the value of the item), I emailed a copy of the postage receipt, as requested and they refund that almost straight away.
I didn’t hear anything after, though I know they recieved it the next day, so after about 3 days I emailed to confirm it had been recieved the return and a replacement had been sent out. I was assured it had.
A week or so passes and no watch has arrived. I emailed again to check what was happening and recieve an email back a day or so later (Friday afternoon), saying there had been some confusion, the watch had been mixed up to another customers watch, but that was now sorted, that they would send said watch guaranteed next day (but couldn’t be sent till Monday), so I would recieve it Tuesday.
By this time, I decided that, partly with the hassle, I didn’t want the watch anymore, so requested a refund. The company were happy to refund, stating usually takes 2-3 days, but sometimes up to 10 working days (this is now Sunday evening). Okay fine, thanks.
2 days later (Tuesday) I miss a parcel through Royal Mail, think nothing of it, I’ve ordered plenty of things recently for Christmas and my sons birthday. I’ll collect it at next opportunity.
A week passed, no refund, I email just to check, they confirm refund is definitely underway.
Another week, no refund (we’ve now passed 10 working days), I email again, get a response saying they’ll deal with it, and finally recieve a refund another 3 days down the line. The refund I recieve is less the postage they refunded earlier for the return item, so I’m essentially £8ish short on what I paid. (I think this is predominately down to how PayPal issues refunds).
Today I’ve been to collect my parcels, and it turns out they’ve actually sent me the watch back. (The wrong one again!!)
WWYD? I’m essentially £8 down, but I do now have the watch (albeit the wrong one again). Do I keep it? And forget about it? Or let them know they actually sent me the watch? If I do, they’ll probably want me to send it back, which means paying another £8 to post it back, in essence I’m then £16 down if they then don’t refund that- which I don’t know if they can refund it because as far as PayPal are concerned, they’ve already refunded the ‘full’ amount.