Refund refused: right or not?

[Supersimkin2]

So this lot arrived from TK Maxx, splintered. I ask for my money back, pointing out that the other stuff in the order was fine.

TK lose the original email with all the pix, I resend the pic I've got left, see below.

Ask timidly again - TK say 'we need more evidence', want pictures 'to show damage' 'for our auditors'.

YABU = how dare you suggest these plates are faulty you greedy cow
YANBU = at 90p each, please refund this Mumsnetter.

The photo is really bad, I can see their point tbh

That picture is terrible OP sorry but it is not clear at all and no wonder they want more evidence. The only reason I knew it was a broken plate is because another poster said it was a plate.

You need to take a clearer picture showing all the damaged items and send it across to them. Then I'm sure they will be only tok happy to refund.

Picture doesn't show damage. I think they want a clearer picture as evidence.

Yep, pictures are absolute toilet .
Send some more and problem solved

Oh is it a broken plate? I can see that now you say it!

I can make out it's a smashed plate (I think) because of the Denby label. But yeah, shit photo. And use of the word splintered implied something wooden, so all very confusing.

Can't you just take another picture or find the previous email? I'm assuming you've deleted your other photos for some reason?

It does look like the picture was taken on a potato to be fair.

if you get your timings right Denby are part of the Clubcard scheme. I got over £200 worth last Christmas for £40 in vouchers and £2.50 p+p

Surely your email is in your sent box, so just resend it?

What do you mean, the pic you've got left?

Can you post more pictures?

I can see fine that it's a broken plate! And my eyes are -9 and my glasses are out of date because I can't go to an optician for a test and a new pair.
In any case, they should be assuming the OP is telling the truth, and apologising profusely. I'd tweet/Facebook it and contact head office.

I'm guessing by your posts you've already thrown the plates out, try this picture, I think you can see the tkmaxx label a bit clearer & just explain they were unsafe & you'd already binned them?

90p each?

I'm guessing by your posts you've already thrown the plates out

If she’s thrown them out she shouldn’t count on a refund.

Why can't you just re-send the email you sent them already?

I needed a second look to make out the photo and now see it is a broken plate. Take the photo of just the plate on a darker background. Was it part of a set and how was it all packed?

I buy from TK Maxx in store (obvs not at present) and find some of their till staff awful and bad mannered with rather an aloof attitude. Not had to return anything but overheard an awful exchange while browsing once. Customer discussing with manager (why they did this on the shop floor who knows) a furniture item which was not up to standard and wanted to return it. He was determined it was not the shop's responsibility and I moved on so did not know the outcome.

OP an outside chance the store thinks you broke it at home and are now trying for a refund? I thought Denby was almost unbreakable?

Tk Maxx should have known OP. I ordered some hi ball glasses, arrived wrapped in the furry throw I had also ordered, I sent in pictures, they refunded me for both items. They haven’t a clue how to wrap items to prevent damage in transit, it must cost them a fortune. Keep on at them OP.

I also dont understand how you dont have the original email in your sent box? For forward it back onto them

Take some better photos, it's hard to make out what you have there.

They won't give you a refund without evidence and that photo really doesn't qualify - you can't even see what's in it!

If you've already chucked the plates out, then why would they give you a refund? There's no evidence for them to act on!

Did you take that photo on a camera phone purchased in 2002?

This is one reason I think Amazon are so successful .Have been shopping with them about 3 years now .Only had 2 problems ,Xmas gift sent back .they couldnt trace it, but refunded me anyway .Amazon Pantry sent me a refund ,after I ordered a double pack of teabags and only one showed up .Polite ,friendly and fuss free .Also good old M and S no hassles when exchanging items .Bought some jeans in Asda a few years ago for DS,too big ,needed smaller size .Dreadful fuss !

I bought super expensive wine glasses from them online and before I’d even opened the box knew they were smashed. Emailed them immediately and without even wanting to see the evidence they told me to keep them and they processed a refund. I was surprised as only 1 of 4 was smashed. I must have been lucky with who I dealt with.

As PP have said, the photo doesn't show enough details as it is too light. Do you still have the plates? If so, put them on a dark background and take another photo - job done.

To be fair OP, that’s a terrible picture.

You need to take better photos showing the plates on a dark background. It’s best to email straightaway being very specific and factual in your description of what has happened. “On [date] I bought [item] at a cost of £, I paid by [card]. When the items arrived on [date and time] by [courier name] I immediately opened the package and found [detailed description of breakages] ... then say that you can supply photos of the items and what you would like to happen (Replacement or refund) and a timeframe you would like for a response, ie 5 working days. This correspondence is not designed to be rude or demanding in tone but rather it’s aimed at being simple and clear.

Consumer Contracts Regulations (Distance selling regulations as was) mean that it’s the retailer’s responsibility to get your order to you safely. If this doesn’t happen it’s up to them to refund or replace within a certain timeframe (30 days). However, as the customer you need to raise the problem clearly and within a responsible timeframe (within 14 days of receipt) with decent evidence and it’s not clear that’s what you’ve done. If you’ve been rather vague and (by your own admission), timid and if you’ve thrown the plates away I can see why they might doubt you and why your request keeps going to the bottom of the pile. The retailer can request you return “faulty items” at their expense so you need to hang on to the plates.

Have a read of Which? And CAB re CC Regulations.