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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Wrong item sent

142 replies

BunTooti · 25/01/2021 16:00

I ordered a blue jumper, got sent a red one.

The company are saying I have to send back the red one before I can have my blue one...does that sound right?

AIBU to think that they should be sending out the item I actually ordered and I'll get the other one back to them when I'm next at the post office. Doesn't seem right that I have to wait.

They seem more concerned about me getting the wrong item back to them than they do me getting what I actually ordered.

It's such a ballache. I just wanted my jumper Sad .

OP posts:
user1473878824 · 25/01/2021 16:06

Of course you have to send it back first. Are you serious? You’ll just pop it back to them when you feel like it and they should send you more goods in the hope that you do?

dontgobaconmyheart · 25/01/2021 16:07

Return the one you have asap and get the jumper quicker then OP? As soon as they be got it back and have checked what you're saying is correct they will presumably send the right one immediately.

Of course these things are disappointing but mistakes happen, human error happens. What they are requesting sounds fairly usual to me. Assuming returns are cost-covered or reimbursed, I can't see a huge issue, albeit it's a pain.

Original poster
BunTooti · 25/01/2021 16:08

They made a mistake. I don't have the item I ordered. I have no intention of keeping the wrong one but that doesn't change the fact that I haven't received what I ordered.

OP posts:
Original poster
BunTooti · 25/01/2021 16:09

Plus I'm going to have to take my kids in to the post office which I really don't want to do.

OP posts:
Cocomarine · 25/01/2021 16:11

You want an exchange.
EXCHANGE.

Of course you could order the red one, pay again, then send the blue one at your leisure.

It’s a hassle, sure. But plenty of people would just keep both, trust me. So though it’s their fault, they are not unreasonable.

Is it really so hard for you to go to a parcel sending point? Whilst the mistake is theirs, you’re being a bit arseholery about it.

londonmummy1234 · 25/01/2021 16:11

I think it's shabby. I would expect them to send you out the correct one immediately and politely ask you to return the wrong item at your earliest convenience.

rubybarley · 25/01/2021 16:13

YABU

Original poster
BunTooti · 25/01/2021 16:13

I think that's part of it too. It does feel like shabby customer service. Their mistake is now my problem and they're not bothered in the slightest.
I feel like the incorrect jumper is kind of a red herring, I see it as I'm missing an item I ordered.

OP posts:
Br1ll1ant · 25/01/2021 16:13

They’ve made a mistake - they should correct it ASAP and you return the wrong one at your leisure. That would be good customer service.

Theunamedcat · 25/01/2021 16:14

I ordered size 6 shoes i got size 5 they called and said we will arrange and exchange with the courier except ive not heard back from them for days so im stuck with size 5 shoes

FellowFlipFlop · 25/01/2021 16:15

@BunTooti

They made a mistake. I don't have the item I ordered. I have no intention of keeping the wrong one but that doesn't change the fact that I haven't received what I ordered.
They don't know that do they.

Order the blue one again and send back the red one for a refund

WhereverIGoddamnLike · 25/01/2021 16:15

You need to return the wrong one so they can make sure. I'm a jeweller and over thr last 10 years, I've had several occasions where people have said "you've sent me the wrong thing". I know I havent, because I handmake to order. I dont have stock just living around, and I know what I've made by materials used etc. For me to send the wrong thing then I would need to mix up 2 customers and would then get 2 emails.
When I tell them to return the wrong item and I will send the correct one, I then get an "oh sorry, my wife was confused and thought I had bought another one". They absolutely planned to get another copy of what they wanted and then use the second as a gift or to sell.

They need to make sure you actually have the item you're saying you do so you need to post it back.

Original poster
BunTooti · 25/01/2021 16:17

@WhereverIGoddamnLike I think that's very different and specific to you though. It would be almost impossible for you to make a mistake like that.

They've seen a photo of what I received.

OP posts:
Original poster
BunTooti · 25/01/2021 16:19

Annoyingly, if I reorder the correct one it will cost more because I'll not be entitled to free delivery because I won't have spent enough. There were two other things in the order and they're great.

OP posts:
Original poster
BunTooti · 25/01/2021 16:20

And it was for my upcoming, already going to be rubbish, birthday Sad Grin .

OP posts:
emilyfrost · 25/01/2021 16:20

YABU. Of course you have to send it back first; plenty of people would just keep both if they didn’t insist on that.

If you want the blue jumper, you’re going to have to send the red one back first.

LadyMacbethWasMisunderstood · 25/01/2021 16:21

You are not unreasonable at all. I am baffled that people think you are. You have not received your order. I’d really press this.

NoOneOwnsTheRainbow · 25/01/2021 16:23

YABU. If a sales assistant at a shop had put the wrong item in a bag for you, you would take that item back to the shop and hand it over before they gave you the correct item.
However, you shouldn't have to pay delivery for their mistake so I hope they have Collect + or something and really they should have given you a discount as a way of apology for the postage cost.

Original poster
BunTooti · 25/01/2021 16:23

Thank you @LadyMacbethWasMisunderstood Grin

I wish I'd just said it was missing to them, they only seem concerned with wanting the other one back.

OP posts:
Besiegedbykillersquirrels · 25/01/2021 16:25

Say, for example, you were shopping in store and picked up a size 12 top. At home, you realised the label was incorrect. Unexpectedly, you happen to be near that shop the next day and explain what happened, but you didn't take the top with you. Would you expect the shop to give you another top and tell you to just return the incorrect one at your earliest convenience?

Besiegedbykillersquirrels · 25/01/2021 16:26

Ah, crossposted with @NoOneOwnsTheRainbow

Original poster
BunTooti · 25/01/2021 16:26

Nope @Besiegedbykillersquirrels but that's not what happened.

OP posts:
luxxlisbon · 25/01/2021 16:28

Yes this sounds completely normal. Why would you even need the wrong one between now and the new one arriving?

In a shop you give back something before you get the new one, they don't just give you both to take home.

Original poster
BunTooti · 25/01/2021 16:31

But I'm not in a shop, I can't do an instant transaction.

I ordered a jumper, because I wanted a jumper, now I'm going to have to wait however long all the back and forth is going to take...when I should be happy and warm in my new jumper!

OP posts:
Besiegedbykillersquirrels · 25/01/2021 16:31

But it's the real-life equivalent isn't it? The store's mistake resulted in you getting the wrong item. You wouldn't expect them to give you a new one without you returning the incorrect one, so why would you expect them to do that online?