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 .

If you got your jumper from the shop in say the wrong size you would have to exchange it by taking back the one you had bought to swap for size up.

This is the same thing. Also means your not 'trying it on' if you return the item.

@Fufumuji

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.

Of course they should cover the postage. There are loads of different ways to return it with little or no contact.

I don’t know why so many people think you’re being unreasonable. If ever I’ve received an incorrect item the vendor has sent the correct thing when I’ve told them, before I’ve been able to send it back.

It might be the norm to return before they send out but I’d think poorly of a company that did that (especially a big one) and not buy from them again. Which I’m sure they’d be devastated by!

f you got your jumper from the shop in say the wrong size you would have to exchange it by taking back the one you had bought to swap for size up.This is the same thing

Lord. It's not the same thing. That would be OP's fault for buying the wrong size. This is the companies fault for sending the wrong thing.
Do you follow?

I ordered something, I didn't receive it.
Shall I start a new thread?

@Iknowwhatudidlastsummer

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

Yes I work to pay my bills but I dont have a choice. I go to work and increase the risk of catching covid or lose my job. I would love to be able to work from home and reduce the risk to my vulnerable DH but that's not an option.

We all have different routes through this pandemic.

What shoddy customer service, you shouldn't be inconvenienced by their mistake.

@BunTooti vote with your feet, return the wrong item and tell them to cancel the replacement.

I would send them an arsey email complaining about their policy. It might work and you will feel better!

I don't think you are being unreasonable. It has happened to me very similarly and I was taken aback by being instructed to do them a favour in return for their mistake!

I ordered a lidded frying pan and a gift set from a well known department store. The gift set was well wrapped but inside the packing was torn, it had been packed like that and was not good enough to give as a gift. The glass lidded frying pan had no packaging, just chucked in a Jiffy bag, the lid arrived cracked and bent and the pan had chunks taken out of it.
I sent photos and made a complaint. They insisted I return both damaged items!
I didn't even want a replacement why would I if it arrived like that. So in order to get my refund I had to return unsaleable goods that I had photographed. They were fit for the bin. I had to go out of my way during a pandemic to use the free postage label. Shit customer service. It doesn't surprise me they are now closing down!
Name and shame them OP. Customer service makes a big difference and they should send a replacement immediately and wait on your return.

I'm with you OP. I ordered a tin from Emma Bridgewater recently. They sent me the wrong thing, a tray which was in the same pattern, by mistake. I emailed them and sent a photo. They told me to keep the tray and then sent me the correct thing at no extra cost. That is brilliant customer service.

I ordered Joules jacket from EBay seller( independent shop)
It was my usual size but it fitted extremely smaller more like 2 sizes down, I believe the sizing label was incorrect.
I immediately contacted the seller asking if I can return it as too small.
They said they don’t accept returns.
I kindly explained that the jacket is very small.
They said no.
I even opened eBay case and they declined it saying they won’t accept refunds.
When I went into their own website, they were selling the same jacket for the same price but did accept returns, but on eBay.
So I am stuck with £60 jacket which does not fit and I can’t even resell as the sizing it’s off.

My DH ordered some expensive trainers from well known sports brand.
They arrived two different sizes in a box.
He was so disappointed.
He immediately sent them back for refund, but the company was funny about it.
It took some investigation as they kept questioning how come they are two different sizes..
It took about 5 weeks to get the refund as DH had to contact them few times about it.

YANBU!! I'm really surprised anyone thinks you are. What sort of company can't risk one jumper getting lost as a result of their own mistake?!

Yanbu op, they should send you what you ordered without delay. For all they know you are shielding/self-isolating/live miles from a post office with no way of getting there. You have fulfilled your side of the contract, they need to fulfil theirs!

I've just read a post re Emma Bridgewater and also had the same good experience with Habitat. They sent me frames which were damaged on arrival - when I called to say that they sent replacements and asked me if I minded disposing of the broken ones. I don't think they even asked me to send a picture! Great customer service.

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

No but I wouldn't walk it back to the kitchen myself!