Am I unreasonable to think they should correct this mistake?

[AnwenDolly]

A friend is a representative for a well-known cosmetics firm. I recently made an order for items worth nearly £80 which arrived a couple of weeks later.

I was pleased with most of the items I received, but was disappointed to find that one item was not only the wrong colour, but it was also a slightly different and completely unsuitable product for me. As I can't use it, it's completely useless to me.

I let my friend know that same day and she said she would order the right one straight away and collect the wrong one the next time we meet. That was just over a month ago and I had heard nothing since.

This week, I've been thinking about ordering some more things from this company for myself and for Christmas presents, but was reluctant to do so until the mistake with my last order was rectified.

I sent a message to my friend asking when I could expect to receive the correct product and she told me that I had misunderstood her and that she would not order the correct product (which I have paid for) until I return the one sent to me in error.

Am I being unreasonable to think I shouldn't have to return an item I didn't order or want before I receive the item I have already paid for? I have seen the order my friend sent to the company. The mistake was definitely the company's and not hers.

I'm left feeling very let-down and disinclined to order anything else from this company.

Of course you should return the wrong product if you want a replacement? Especially as there’s no return cost or hassle as your friend will collect it. Did you expect to be able to keep both?

Eh?

Of course you should return it. Why are you being difficult?

Why don't you just give her one you don't want? And then she can order you a new one. I don't get why its a problem? Maybe the company wants sight of the product to make sure you're not trying to pull a fast one?

Is it an MLM? If so your friend’s income from it will depend on her not giving you the right one until the wrong one’s been returned.

Grim things, MLMs.

Yes you return it to her, I would have done that straight away so she could order the correct one ASAP

No idea why you feel let down if you got something from a shop, got it home and it was wrong you would take it back to the shop and get it replaced
This is no different and yabvvvvvvvvvvvvvu

Sounds like Avon.
Would you try the same tactic in a real life shop??

In what world do you not return the wrong item in order to receive a replacement? Stop being daft and start being reasonable!

You can't just keep it. If you want something else in it's place you need to send it back first.

Normally you have to send something back before you can have it replaced

How odd of you. Of course you return the incorrect item in order to receive the correct one. Think of it like taking something back to a shop to get a replacement. You wouldn’t expect to get a replacement from the shop without taking the original item back, would you?

I think you should return it, but I read it as your friend said not to return until you saw each other but she'd sort it in the meantime and hasn't, which is unreasonable of her. I'd now return it to her so you get the correct product and use a different company/representative next time.

Why on Earth wouldn’t you return the item you can’t use? It’s a mistake. Return the wrong item and receive the correct one.

^^ what most everyone said

I have every intention of returning the unwanted product. It is sitting safe and unused in a drawer. It is of no use to me.

My issue is that I have not received the product I paid for and I was given to understand that I could exchange the unwanted product with the one I ordered.

A month later, I am being told that they won't send the item I have paid for until I return the one I didn't order and don't want.

As I said in my original post, my friend said she would order the correct product (which I have paid for) and I could exchange it for the one sent in error (which I don't want and didn't order).

So give it back to her so she can exchange it?

@HeddaGarbled

How odd of you. Of course you return the incorrect item in order to receive the correct one. Think of it like taking something back to a shop to get a replacement. You wouldn’t expect to get a replacement from the shop without taking the original item back, would you?

Of course I wouldn't, but neither would I expect to take an item back to the shop and receive nothing in return. I would expect the shop to replace it with the correct item.

Do you not trust your friend or something? Because it’s as if you feel the need to hold the current item as collateral until you get the one you ordered… which is frankly just bizarre

Just tell your friend she can collect the item and she’s already told you she’ll then sort the replacement. Problem solved.

Oh just give it back so she can swap them over. You’re making an issue out of nothing at all.

Have you never shopped online before?

This is pretty standard!

Are you as dolly as your user name?
Send the product back to the friend she’ll order the new product, that’s how online shopping works.
Your friend isn’t a high street store?

It’s taken you a month to get back to her about it, maybe your hoping that it’ll do someone’s Christmas it they don’t ask for it back and you get a new one too...

You understand how life works right?

I trust my friend. I don't trust the company. I have offered to send the item to her, because for various reasons we haven't had the opportunity to meet up recently, but I am surprised and disappointed that a big - supposedly reputable - company cannot be more accomodating.

This was their mistake. Not mine. Not my friends. I don't usually buy products in this way and I have certainly never known a shop that expected a customer to return a faulty item and receive nothing in return. I have always received a replacement item or refund in such circumstances.

Still, live and learn, I suppose. It's a shame though, because the products they got right are lovely. Maybe that's why they get away with treating their customers and representatives like sh*t. 😪

@Fefifobum

Are you as dolly as your user name? Send the product back to the friend she’ll order the new product, that’s how online shopping works. Your friend isn’t a high street store?

It’s taken you a month to get back to her about it, maybe your hoping that it’ll do someone’s Christmas it they don’t ask for it back and you get a new one too...

Some classic projection going on there. Presumably that's what you would do...

Have you ever shopped online? You send back the wrong item then they send you the right one.