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.

I had to read the other comments to work out what it was. I don't blame them for wanting a better photo.

Cant even tell what's in the photo. So impossible to say what the damage is.

Yes I think you need better photos. I had an issue with a plant pot I ordered from them a few weeks ago where the pot came but not the stand that went with it and their Twitter team were excellent so may be worth a try

Just take better pictures and 're send.

I wouldn’t have had a clue what I was even looking at if it wasn’t for people’s posts

No wonder they are asking for more evidence

I can't see the photo properly.

I ordered a dinner set from Asda last year, it came with two mugs, two side plates and one dinner plate smashed. I phoned them and they sent out a replacement set the same day, I was all ready with my photos of the smashed items, but they didn't question it at all.

New set arrived two days after. Great service.

Can’t vote.
You mention they lost your original email and pictures, does that mean when you asked for a refund you were beyond the usual 30day limit to ask for one? (Why is the email you sent not in your sent items to resend?)

The picture isn’t very good, but should be enough so I think it’s more the timing of you notifying them so late.

I emailed them the day the plates arrived, and the pic is dated an hour after I signed for the parcel.

An hour.

I emailed them the day the plates arrived, and the pic is dated an hour after I signed for the parcel.

But the photo doesn't show anything - you can't see whatever it is you're trying to show them.

How do you not have the pictures any more?
Even if you deleted them they should be in your sent folder.
Take more pictures and send them again.
Do you still have the plates?
What does one hour have to do with anything?

Sadly, I'm guessing they get a lot of people try it on so they need to be careful. Your current picture doesn't show the damage clearly, so I'm not surprised they asked for clearer evidence. Take a clearer picture of the damaged plates and I expect they'll be fine.

But you’ve just posted the photos on Mumsnet!

I don’t think YABU, but you do seem very disorganised and as okhun posted you have to be very clear and concise when asking for a refund.
Clear photos. Phone and follow up with email. Preferably email directly to the associate you talked to. Just sending a random email and then deleting it from your sent folder before the issue is resolved is poor organisation.
So the shop is not BU either because they have to tick all the ‘not a scam’ boxes.

But surely it should be easy just to take a better photo. There are lots of scammers out there. If someone sent us that photo (we run a small business and deal with returns), I would need them to re-take it and then send the item back.

The picture is awful, it doesn’t show anything. If we received that picture with a refund request then we would have to ask for more pictures, If we received the same picture again (or of the same quality) then we would reject the return on the basis that we can’t actually see the problem!

With that quality of picture I'm not surprised, you need to turn the flash off and not be as close. Also check the white balance settings on your camera.

I thought it was a pile of envelopes / paperwork. Without your opening post I would have no idea it was a photo of smashed plates.

I think it's perfectly acceptable to ask for more evidence of the damage before they refund, as your photo doesn't show much at all.

But they haven't refused to refund you they have asked for more information. Regardless of when you took the photo it's a crap picture. Just take a proper picture. It's unfair to be so negative about a company who have, quite rightly, asked for more info. Send a better picture, explain what time it was signed for, what time it was opened, that it's unacceptable and you want a refund and a free returns label

Sorry OP, but that's a shit picture. Take a better photo, and send it to them.

WhT is it? I can’t see anything. I can’t even make out what it is???

It's not a good photo but it is possible to see what it is.
How many plates were broken OP?
Also, you haven't answered whether you still have the photos or the original email.

Its not a great photograph. I didn't know what I was looking at, until I read your post further. They only asked you to send them a clearer photograph. I would put them on a table, and take it that way.

I have no idea what that is in that photo.

It is the quality of the photo that is the issue, not the timing or the lost email. They have not refused you a refund, they have asked for another photo as evidence. If you were hoping to name and shame them, it's had the opposite effect because I think it's reasonable for the company to ask for proof and it is unclear why you won't just take further pictures (or why you don't have a copy of the original email and photos).

I haven't voted because neither of the options cover what they've asked you to do!

Why do you not have a copy of the email you sent them with the pix? You can just resend that.