To be fuming at rip off/shoddy online ordering!

[8monthsinandcranky]

34 weeks pregnant and due to ill health can no longer drive.
Came out of the blue so list of stuff needed.
Don’t like ordering online as often seem to have issues but we live 30 mins drive from city with no public transport and I get car sick if not driving so taxis are a no go.

Bit the bullet and ordered online paying £4 roughly per deliver. Fine it’s worth it to get my needed items.

Today the final of the four parcels arrived and I burst into tears. All 4 have arrived either damaged or incorrect. All require returning either to the shop or post office. Neither I can get to which is why I was ordering online in first place.

The Jojo maman parcel will collect but only for a further £2.80. So I’ll have wasted £6.80 just to receive and then have to return a faulty (but very much wanted) item.

Surely this is ridiculous!!! I just want to scream in frustration it’s such a rip off and shoddy shoddy service. Second time it’s happened to me with Jojo too, am a very regular customer but shall not be from now on!

If it's faulty they should refund the postage paid, or send a replacement out without charging the postage again. So you'll only be £2.80 down for the collection at least? It's still rubbish though!

I’ve had a look at their returns policy and it would seem not

You’ll get the delivery charge refunded if you need to return something surely? So you just have to pay to return which is annoying I agree! Can you speak to customer services about getting a free return because it’s faulty?

Have you followed the instructions on the Jojo site for faulty items?

FAULTY ITEMS
"We maintain high standards and strict quality control, but once in a while a faulty item may slip through the process. If you have received a damaged or faulty item we apologise for the inconvenience caused. Please return it to a store with your proof of purchase, or if you need to return it via post, please contact us first with photographs of the fault and your order details. Please do this as soon as you notice the fault, or at the latest 90 days after receipt. Ultimately, we hope to find a happy resolution as quickly as possible. We handle faulty returns on an individual basis. If we agree with you that the item is faulty we will replace it like for like or offer you a gift card in exchange."

It sounds like you might not need to pay if they agree there's a fault?

I understand it's frustrating. I'm disabled and need to do a lot of my shopping via mail order. Always check return policies before ordering as some places deal with issues much better than others.

Complain to them. Live chat or phone call. Usually if damaged or they have sent wrong item they will let you send back free or refund delivery charge.

@goldierocks

Ah no I was reading it off the returns slip enclosed with the parcel not the website. It doesn’t say anything about contacting them with pics...etc on the returns form. I will call them tomorrow it’s very obviously damaged so easy to send a pic and would be happy if they picked it up for free and refunded. Tbh I’d be chuffed with a non damaged exchange as really want the item!

They replaced my damaged item without me needing to return at all. Said it wasn't sellable in the condition it'd arrived in so to keep it. They sent a new one out. They definitely don't make you pay postage if it's damaged/faulty from experience. They were really good about it.

Another disabled person who has to do a lot of online shopping here and I’d say to always check the information on the website directly. Often it’s not all listed in the package (which I think is ridiculous but hey ho), especially special circumstances, like faulty products. Yet almost every company has a separate policy for them, or else they’d end up with a bunch of customers angry for the exact reason you were angry.

Here is the Jojo Maman Bébé contact page: www.jojomamanbebe.co.uk/contactus
so using live chat or email to send them a pic, and this should be resolved on your end in five minutes or less. Then you just await a response. Good luck!

Scroll down to faulty goods bought on line.
www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online-aqsD32m9r5P3