Wrong item sent

[BunTooti]

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 .

Some retailers will send the correct item out right away whereas others insist on the wrong item being returned first.

Some even say that the courier who sends out the correct item will take back the wrong item at the same time whereas others say you have to return yourself.

They all have different rules and I can understand that some will need to make sure they have the original item returned first.

I don't think they're doing the wrong thing by asking for the wrong item to be returned. Unfortunately mistakes happen as annoying as they are. As for not wanting to take your kids out to the post office I understand but sometimes there is no way around it and as long as distancing is in place I can't see any issue with it.

Hope you get your correct item soon! Especially annoying if been looking forward to it arriving!

Well of course they want that one back first, or at least sent, before they send yours out. Mistakes happen but they can't just go sending out a second item, they would lose a lot of money because so many people would chance their arm and try and get a freebie.

They don’t have to trust that OP sends it back, they have her payment information. If she doesn’t send it within a month they can just bill her for a second jumper.
I’ve had several returns that work like this. It’s great because if the second, correct item doesn’t fit you can do both returns at the same time.

" the keyword being 'before'."
Why would they NOT do it before?? If they do that before you send out the original jumper you then have two jumpers but have only paid for one! It's not a difficult concept to grasp is it?

Depends how much the jumper is worth. For a low value item, keep it. Otherwise I think its correct that you are being asked to return it..
You don't seem particularly motivated to return the red jumper at the moment, the momentum will be even less when you have what you want., that's why they are asking.

I have so little faith now I probably will ask for a refund. Knowing my luck I'll send back the red one and never hear from them again.

YABU and the sooner you return the wrong one they sent you, the sooner you will get the correct item sent to you.

@BunTooti

I have so little faith now I probably will ask for a refund. Knowing my luck I'll send back the red one and never hear from them again.

You have “so little faith” because a human made a mistake? And because they actually want the wrong item back so as not to affect their P&L accounts?

Wow

Amazon doesn't expect that. They give you a month to return items, but you get the correct one right away.

As long as you make sure you get a receipt from sending the original back you should be fine. That way you have proof it has been returned in case it is lost. Always better to get a receipt just to be on safe side whenever sending or returning.

You should be fine with getting the correct one sent out though.

@emilyfrost no, because their customer service is a bit shit.

@BunTooti fair play lol
customer service is on the decline due to the fact it cost. Chances are in most cases they wouldn't get the second one back .
Retail now runs on slim margins due to us all wanting to pay the lowest price and this is the result .

[quote BunTooti]@emilyfrost no, because their customer service is a bit shit.[/quote]
It’s not shit, it’s good business practice.

I think you’re ignorant of business losses and how much little things like this can add up to huge amounts.

bun no need to go to the post office. Royal Mail charged me 72p to pick up a parcel. This was on top of online postage and label printed out.
Or of the sender has already provided you with returns label you can drop it in a parcel postbox ??
I can see why you think you should just be sent what you ordered and deal with the return later but I’m sure you can understand suppliers position. It’s a pain but just a mistake.

Customer retention is also good business practice.

@BunTooti

Customer retention is also good business practice.

They can happily afford to lose those few having a paddy because they have to send an item they didn’t buy back.

Businesses lose a hell of a lot on unreliable, untrustworthy customers. You sending it back “when you can” is you never sending it back, hence a loss. And considering how often customers lie, cheat, steal etc. sensible businesses just cannot afford to go on good faith.

"Knowing my luck I'll send back the red one and never hear from them again."

Said without a single trace of irony 😂

@emilyfrost they can happily lose customers but not risk the loss of a jumper?

@NuniaBeeswax thanks for the laughs, you've genuinely cheered me up..in these darkest of times.

nunia that was so spot on laughs from me too. Better to laugh together eh.
Op. Are you sure the red one isnt rather nice ?

[quote BunTooti]@emilyfrost they can happily lose customers but not risk the loss of a jumper? [/quote]
Your ignorance and naivety about business P&L is exceptionally shocking.

It shouldn’t need spelling out to you. Customers who want to keep items, will send them back “when they can” never and are liars and thieves are customers no stores want.

Those types of customers don’t give them profit, they give them huge losses and they’re much better off without them.

All this is great, but they messed up and I don't have my jumper.

@BunTooti

All this is great, but they messed up and I don't have my jumper.

But you will when you send the wrong one back. It’s really not that hard a concept to grasp.

I'm not struggling to grasp that, but thanks. I'm struggling to grasp why it should be my problem. I've said I'll return it and I've said that I'm querying if this is normal practice.
And I still don't have my jumper.

YANBU

You are not asking for an "exchange" you are asking for the item you actually paid for!

At least they need to pay for the return - you can get packages picked up by Hermes or other courier and if THEY organise it, as long as you have proof of pick up, it's their problem.

Expecting you to go to a post office at the moment is ridiculous, what if you are in isolation?