Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Flip

1 2 3 4 5 6

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 .

OP posts:

Moltenpink · 25/01/2021 18:19

John Lewis by any chance? I had this, I ordered a £90 dress with next day delivery for a work function. They sent me a £10 pair of kid’s trousers instead, and refused to send me my dress or refund me till I sent the stupid trousers back. I was fuming (and the dress didn’t fit when I eventually got it...)

Throwntothewolves · 25/01/2021 18:20

I once got sent two different sized shoes in the same box. The company were really weird about replacing them and I had to take pictures of both shoes showing the size, and the box and then send them back before they'd send a replacement pair. I did wonder if they thought I made that up and why they thought I'd keep two odd sized shoes.

littlepattilou · 25/01/2021 18:22

@Therarestone

Would you walk into a shop and expect them to replace something if you hadn't brought the original on the promise that you'd bring it back later.

Not even vaguely the same. You are talking about a situation where the BUYER is at fault. It's the SELLER that's at fault here!!!

littlepattilou · 25/01/2021 18:22

@BunTooti IMO you are not being unreasonable at all. It stinks.

It may be right, and the seller may be within their rights to make you send the red jumper back first before sending the correct (blue) one to you (I am not 100% sure,) but it still stinks. It's THEIR mistake. Why the F should you be inconvenienced?

I have had the wrong thing sent by 2 'etsy' users this past few weeks, (just £3-4 worth - but still the wrong item.) I told them, and sent a photo of the one they'd sent, and they both apologised and sent me the one I had ordered, and told me to keep the other one!

However, I ordered something that cost £15 from ebay 3 weeks ago, (eg, a green dress,) and they sent a purple one. I messaged them and told them, and got the response 'both colours look good - you can keep the purple one,' and refused to admit their mistake, (saying I had to suck it up basically.)

I said 'I don't WANT the purple dress.' I was told then that I had to send the purple one back, and they had to receive it before I got a refund. And then I had to re-buy the green dress. I said 'yeah so you can send another purple dress!'

Also as I live in a rural village, it meant having to go four miles to my closest post office, (in the snow, and in lockdown,) AND I was expected to pay for the return postage! I was so fucked off. I gave them a negative feedback, (and I'm not sorry, coz they deserved it!)

I kept the purple dress because it was just too much hassle to return it. When I looked at the seller's feedback a few days after I left my negative, there were FIVE more negatives (after mine.) All said 'wrong colour item sent; seller refuses to acknowledge, and expects me to return item at my own expense if I want refund! AVOID.'

I do feel for you OP. YANBU for sure.

Whatsissname · 25/01/2021 18:23

Yep. I worked for an online retailer. We used to send out first - but once customers got the new item they very regularly "forgot" to ever post the other items back regardless of how many times you sent returns labels. We ran on tight margins (thanks Amazon ) so couldn't afford the losses.

So then we breifly moved to say we would post replacement as soon as we had proof of postage. Then cheeky sods wouldn't send the complete thing back or the wrong thing back all together - we once got sent some well worn supermarket kids clothing sent as a "return" once

So then they insisted on having goods back for inspection before they would do anything. I believe that is still the case.

Basically the usual story of the selfish chancers spoiling it for everyone.

BikeRunSki · 25/01/2021 18:26

I agree that you should have to return the wrong Juliet first, but I also think the shop needs to arrange a courier. They’ll know the jumper is on its way back to them as soon as it’s scanned, and can send you out the correct one.

Fufumuji · 25/01/2021 18:27

So much stupid in one place.

OP does not want an exchange, thats when you want to swap after the fact. She wants her own order.
OP does not need to pay return shipping to the company, they do.
OP does not need to make their mistake her problem.

They should send out what OP ordered, and they should send out a prepaid returns label or have a courier pick up from her.

Are people confused because its still a jumper but in the wrong colour? If OP ordered a red jumper but they delivered a set of wine glasses, would the responses be the same?

Company fucked up, company needs to fix. Not OP's problem to do so. End of story.

Original poster

BunTooti · 25/01/2021 18:30

@Fufumuji thank you, thats exactly what I meant by it being a red (blue) herring. I'm missing my item, I assumed they'd want to get it to me.

OP posts:

DDiva · 25/01/2021 18:31

Yes they made a mistake and yes returning it is a pain. They do it this way because not everyone is honest.

There are people going to work everyday putting themselves at risk so we can order what we want online. Work is stressful we have lots of extra measures because of covid and we're understaffed.

Theres two sides to the story.

I work in an ecommerce business but we dont sell jumpers.

DietrichandDiMaggio · 25/01/2021 18:33

@gamerchick

Christ, send it back or learn to like red. It's such a none issue OP.

If you were in a restaurant and ordered steak, but they brought you a seafood platter, would you just eat it? It's only food after all, just not the food you chose.

Fufumuji · 25/01/2021 18:34

There are people going to work everyday putting themselves at risk so we can order what we want online. Work is stressful we have lots of extra measures because of covid and we're understaffed

I think we all understand that, but in any job, when you make the mistake, its up to you to put it right. They can of course ask OP to send back their mistake so they can send her the right one, but they need to do that in such a way that she is not inconvenienced by their mistake.
Which means not paying for postage or packing or schlepping to a post office in a pandemic lockdown.

SignOnTheWindow · 25/01/2021 18:35

@Whatamesssss

YANBU

They made the error, why should you be inconvenienced and possibly put yourself at risk of catching covid for their mistake.

They should arrange a courier to collect the incorrect item while delivering the correct one. It's really not hard.

Which company is it?

Agreed - especially if it's a big company. Yes, human error happens, but that's not your fault.

LindaEllen · 25/01/2021 18:36

As someone who sells online, yes, I can confirm you do need to send it back.

There are far too many people who would just keep both unless it worked this way, and while it might seem fun to get a freebie, it's not fair on the company.

We've lost money in the past on eBay etc from buyers bullshitting their way to a refund (saying it didn't arrive when I have tracking to show it did etc) so yeah, this is fair.

Iknowwhatudidlastsummer · 25/01/2021 18:37

There are people going to work everyday putting themselves at risk so we can order what we want online.

you might find that people who do that are doing to pay their bill, let's not pretend it's a selfless public service

NuniaBeeswax · 25/01/2021 18:38

"Are people confused because its still a jumper but in the wrong colour? If OP ordered a red jumper but they delivered a set of wine glasses, would the responses be the same?"

Lol what? Of course the responses would be the same, this makes no sense.

It doesn't matter if they sent OP the Crown Jewels instead of a different coloured jumper, the company are within their rights to ask for the wrong item back before sending the right one, or at least some proof that is on the way rather than never whenever OP gets around to it. Because, although MN is populated by people who are a) so pious and upstanding they make the Archangel Gabriel look like Ted Bundy, and b) believe retail staff are all robots who never make mistakes ever, sadly in the real world these things are not true.

Yes, it's disappointing to get the wrong item, and they absolutely should send a courier to pick up the item if OP can't go to the post office for whatever reason. But expecting them to just send stock out on the vague promise that they'll get their original item back "sometime" is naive at best and terrible business practice at worst.

Iknowwhatudidlastsummer · 25/01/2021 18:38

@LindaEllen

As someone who sells online, yes, I can confirm you do need to send it back.

There are far too many people who would just keep both unless it worked this way, and while it might seem fun to get a freebie, it's not fair on the company.

We've lost money in the past on eBay etc from buyers bullshitting their way to a refund (saying it didn't arrive when I have tracking to show it did etc) so yeah, this is fair.

as someone who sells online, you should know that it's up to YOU to organise and pay for the return.

You can't make a mistake and expect people to break the current guidelines to return something

Fufumuji · 25/01/2021 18:39

We've lost money in the past on eBay etc from buyers bullshitting their way to a refund (saying it didn't arrive when I have tracking to show it did etc) so yeah, this is fair

That's not even slightly the same thing. Also, don't assume your tracking is correct. I'm waiting on a package that the tracing states was delivered 2 days ago..it wasn't. At least, it wasn't to me. I haven't asked for a refund as yet but if I do it's not bullshitting.

Piffle11 · 25/01/2021 18:39

Several months ago I ordered a jacket for my son… When it turned up it was too small. I could make a request for an exchange online, and the company sent the exchange out straightaway. You are given 28 days to return the original, and if you don’t, they will charge you for both items. I thought that was a good way of doing it. And that wasn’t even their fault, it was mine!

NuniaBeeswax · 25/01/2021 18:39

"If you were in a restaurant and ordered steak, but they brought you a seafood platter, would you just eat it? It's only food after all, just not the food you chose"

Would you eat the platter but still expect to be given the steak anyway?

DietrichandDiMaggio · 25/01/2021 18:41

I can't believe how many people think it's reasonable for the OP to wait another week or so to receive the item she wanted. If I pay for delivery and it says 3-5 days I expect to get what I ordered within 5 days, not 5 days for the wrong item to arrive, then another week for them to receive and process the return and then another 3-5 days for the correct item to arrive, so all in at least 2 weeks. Even worse if you pay for next day and end up waiting a week or so.

It's their mistake, not the OPs, and if they don't want to end up losing money they should get it right first time.

Fufumuji · 25/01/2021 18:42

Would you eat the platter but still expect to be given the steak anyway?

OP doesn't want to eat the platter. She just doesn't want to carry it back to the kitchen and wash the fucking plates!!

DietrichandDiMaggio · 25/01/2021 18:43

@NuniaBeeswax

"If you were in a restaurant and ordered steak, but they brought you a seafood platter, would you just eat it? It's only food after all, just not the food you chose"

Would you eat the platter but still expect to be given the steak anyway?

She's not saying she wants both.

My comment was to the poster who thinks she could just learn to like red.

Speakuptomakeyourselfheard · 25/01/2021 18:45

I can't believe how many suckers there are on here that are prepared to accept such bad service. I totally agree with you OP, and would be pushing them to send out the correct item immediately. You've already shown trust in them, by paying for what you wanted in advance, whereas what they're saying is 'we don't trust you one iota', which is totally out of line, when it is their mistake.

Also, why should you have to pay for 2 jumpers in order to get the one you want, OR send back the first one BEFORE they send you what you ordered. Personally I think I'd send it back and get a refund, as I wouldn't want to risk dealing with such a poor company again if the new jumper, when it arrives, is faulty!! Good luck! I hope you get it sorted. Oh, and Happy Birthday!

1FootInTheRave · 25/01/2021 18:46

Honestly, if this is the level of customer service that is offered, no wonder people prefer amazon.

I would always return the incorrect item, but that shouldn't be at my inconvenience and cost because of their mistake.

SisyphusDad · 25/01/2021 18:46

YANBU. For example, Amazon's practice is to send the correct item immediately and then track the return later. If you fail to send it back within a reasonable timescale they will charge you for it, but that's fair enough.

Flip

1 2 3 4 5 6

Swipe left for the next trending thread