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.

But they are going to replace it once you return the incorrect item? I'm failing to see your problem here!

So if you don’t trust the company why did you buy from them? MLM (which I think it is) of not, you simply don’t get a new product without returning the wrong one.

If it’s MLM like I think it sounds like you want your friend out of pocket to replace the product. Still YABU.

Basic rule - if it isn’t right return it so you get what’s right.

Yanbu

She said she’d order the right one straight away.
And that you could give her back the other one when you met.
And now she’s saying something different.

Regardless I’d avoid the company. 2 weeks for an order to arrive is just shit in the first place and MLMs are just wrong.

I think the saleswoman should make the effort to collect it rather than putting the client to that trouble.

Of course you should return it if you want a swap.

I'm actually a bit surprised by some of the replies as my experience of online shopping has been that if the mistake belongs to the seller then they fix it without waiting for you to send back the thing. Many times they've even said to keep the thing they sent in error (sometimes because it arrived broken, but still). Obviously if I order the wrong size etc that that's my error and the onus is on me to return it.

With your friend changing her story, maybe the company wouldn't let her just order the replacement without her paying for it herself, so she ended up pretending you misunderstood. Maybe. Might make sense if she's skint, which is often the case with MLMs.

I'm assuming you don't do much online shopping? You need to return the item they sent you in error to get the replacement. I do almost all my shopping online and this is standard. It's a real PITA especially when it's their mistake but that's just the way it works unfortunately.

It sounds like a miscommunication, but, yes, when you want to exchange a product, you give them the product and then they give you the correct product. You don't go into a shop and they give you the replacement and then you bring in the wrong product several days later.

I think you are being weird about this.

If it's their error different rules apply and they are at fault and need to send the correct item. If it's your error, you are under obligation to return it in order to receive the replacement.

You probably need to get on with it otherwise the period for returns/exchanges will have expired.

Of course you have to return the wrong product before they send you the right one, even if it is their mistake
Your mistake was buying from a MLM rather than a proper business. The model of buying from friends who deliver in person to save postage costs (which will eat into their tiny profits) is a ridiculous one.

Just send the wrong one back. Then if you don't get the right one, that's when you complain .

This is a storm in a teacup, isn’t it? Sounds like just a mistake, then your friend forgetting, tbh.

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.

You’ll receive a refund or replacement. Just not before you return the item, but afterwards.

Why the mistrust?

The point is that it's not a faulty item, and they could sell it to someone else. You just don't want it, OP. It's an incorrect item, not faulty, therefore why should you hang on to it? It has value, it is not broken.

So is your plan to keep it hostage until they send you the right thing? Have you never shopped online before?

You need to return the item, but you should not be liable for any postage costs as it's their error.

Given that you don't trust the company I'd return it for a refund and buy an alternative from elsewhere (assuming you still have time to do this on the returns policy).

However, I don't really get why you haven't returned it already to get the replacement.

Sorry OP but you're being a bit bonkers on this. Returning the wrong item before they send you the right one is a pretty standard way of handling mistakes like this.

"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."

You haven't given them anything so how could you get anything "in return"?

I would expect the company to pay the postage and packaging if I were to return it.

YANBU

I was recently sent the wrong item in an online order. Now, I did have to return it BUT:

• the company refunded me the cost of shipping it back to them (as it was their fault i had to return jt)
• the company also gave me some free credit to use on their online store, as an apology

You are being unbelievably unreasonable. Of course you need to return the unsuitable item before you receive a replacement, what planet do you live on if you this is not the norm? If you received the wrong size from you online Marks & Spencer shop would you go in and demand a replacement without bringing the wrong size with you for returning? No of course now. Stop being so difficult.

Of all the things to dislike MLMs for.. this isn't it! YABU

If it’s been a month you’re probably too late to return it now anyway.

“Hello molehill, I am mountain. Move over, I’m taking your place.”

Just send it back. The same as you would be expected to do for a lot of retailers before receiving a replacement.