Gravel Master refund

[WildFlowerBees]

I am really unhappy, Gravel master have refunded me, less £100 claiming it's a pallet return fee. Except. Our gravel was not delivered, no sign of it but apparently it left their warehouse and now I am £100 out of pocket.

I have been going backwards and forwards with this completely inept company since July, I got my bank involved but suddenly I got an email with very sorry we'll refund you in full only to discover actually it's not in full and they are refusing to budge on the pallet return.

Where do I go from here?

@ThreeLittleDots

Be grateful they didn't deliver and spill it all over your road OP! From Trustpilot:-

"This company is using sub grade weak wood pallets for heavy weight gravel delivery. The wood breaks and causes an accident spillage all over our road. They delivered kerb side and blocked the road on a bin collection day meaning the bin Lorrie could not pass. The delivery driver didn’t give a toss and drove off. We are waiting for compensation still 3 weeks on.."

Ugh, they are an absolute disgrace. I only went with them because the type we wanted was either unavailable or far more expensive.

I'm not settling for a £100 return fee, noticeably you cannot post on any of their social media platforms. Says a lot.

Trust pilot has interspersed rave reviews amongst the truthful crap ones. So buyer beware they aren't to be trusted.

Shame the Daily Fail can't come and take a photo of my sad face

@ThreeLittleDots

What do the TS&Cs say? If you ticked a box or went ahead with the order but a return fee was disclosed, they are within their rights I think.

The pallet fee may be to cover the cost of loading the goods onto a pallet ready for delivery, or to cover other costs. But they are entitled to charge whatever they like as long as it's in their terms.

how can it be a return, when it didnt arrive?

how can it be a return, when it didnt arrive

It was technically a cancellation with a (what looks like should have been £50) charge retained as it had left the depot and been loaded onto a (presumably) 3rd party delivery company.