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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Store refunded me then sent the goods ....

259 replies

veredd · 21/11/2021 15:49

I ordered some Christmas presents from a well known online retailer.
It cost £150
The parcel was meant to be here last Monday and it didn't arrive.
They said it was lost and refunded me £150 (it's back in my bank ) so I re ordered the items.
Now the first parcel has turned up that I've been refunded for.
What would you do?
Do I tell them?
Or do I return the second order and get a refund and keep this order that's already been refunded
Or is that awful ?

OP posts:
SusieBob · 21/11/2021 19:23

@veredd

I will see if they contact me within 28 days and go from there
Or just do the right thing rather than being a scummy thief.
TakeYourFinalPosition · 21/11/2021 19:25

Legally as you placed an order; this doesn’t count as unsolicited goods. Which means they have six years to pursue you for the money, when they realise their mistake.

If it’s a massive company, they may just let you keep the repeat order if you let them know… and then you’d have it in writing, so you couldn’t be pursued down the line.

videovixen · 21/11/2021 19:27

This is the same as if she hasn’t ordered a second one and the refunded one turned up a day later.
Your point being?

Exactly lol

Brighton5555 · 21/11/2021 19:31

Don’t tell them.

RhubarbCustardy · 21/11/2021 19:33

I rang a company twice to collect an item that was too big for me to return via the post. Waited in twice too. They never collected and had already refunded me. Do what you feel happiest doing. I too wouldn't bother if it was Amazon fulfilled. They treat their staff appallingly.

elbea · 21/11/2021 19:40

It’s Amazon it’s more than likely they won’t want it back anyway, let them know. They’ll say keep it and your conscience will be clean

TractorAndHeadphones · 21/11/2021 19:41

[quote girlmom21]@TractorAndHeadphones that it's a dick move [/quote]
Is it really though?
Maybe I just like consistency but the end result is OP getting her package for free.
Which would be the same result if it arrived several days later. As far as the company's concerned it's already been written off. The second order is a red herring

I don't think it's a very pleasant think to do, but neither is it a major crime. I'd probably send it back now but when I was a struggling student I'd have seen it as a windfall.

Then again it also depends on the company's treatment of me though - OP had gotten a full a refund and a new set sent out. Which major retailer is this OP that's so easy and fuss free to deal with? None of them have been in my experience .

TractorAndHeadphones · 21/11/2021 19:42

Also to add the exception is Amazon - their chat is always available.
But I take exception to them so...

montysma1 · 21/11/2021 19:43

We ordered a small freezer.

They cancelled it as they couldnt deliver to our address which I wasnt best pleased about. They refunded the money.

Went on holiday

Returned find a delivered freezer.

Husband who pays no attention to things unboxed it and put it in the space. Chucked away packaging. Thought ok, will phone and keep it and cancel an alternative freezer I had already ordered elsewhere so i could save on a second delivery charge.

Later that night I opened the door to find it was not a actually freezer but a bloody identical fridge.

Its still sitting in our shed as I cant seem to sort it out. And I dont need a fridge!

girlmom21 · 21/11/2021 19:46

@TractorAndHeadphones yeah they've written the first one off but the second one should've been a legitimate sale.

If you lost £20 in the street and accepted it was lost, then found out your neighbour down the road picked it up and kept it, you'd still be pissed.

SunShinesBrightly · 21/11/2021 19:46

This happened to me with a rug.
I ended up with the ‘lost’ rug which was refunded AND the replacement rug which I paid for.
I phoned them up and they told me that they were going to send me a return label so that I could either return it in store or arrange for a courier collection.
They didn’t.
A few months later I unrolled the second rug and put it in another room.

marchingtotheend2021 · 21/11/2021 19:48

@veredd

Maybe I am not as honest as you all here but I'm not exactly rolling in money so I'm going to return the second order for a refund and keep first
So you have been refunded once already? And now want a second refund and too keep the items.. and send one back seems so much messing around.
tootyfruitypickle · 21/11/2021 20:12

Same happened to me and I sent one back for a refund. No way of getting through on the phones easily , so not my problem . If you feel bad give the second one to charity . I'm not bothered if it's a big company. I wouldn't do it to an Etsy seller but this was a large co

GettingItOutThere · 21/11/2021 20:13

fuck that send the 2nd back and get a refund.

if its the company starting with A, i doubt they would miss a few million frankly!

tootyfruitypickle · 21/11/2021 20:14

Actually this has happened to me twice ! Once I got a refund and it turned up. Second time for some reason I got sent two . Both huge cos. Not bothered - their mistake .

Iamanicepersonreally · 21/11/2021 20:16

This happened to me. I paid for one case of wine and two were delivered. I told the company and they let me have the second one half price

NFLBingo · 21/11/2021 20:26

This happened with Ryman’s last year. I ordered a coffee machine in their black Friday sale, they kept changing the date for delivery and then on the 22nd December cancelled it.
I asked for a refund and I bought another machine for my DH’s Christmas present.
2 weeks later the right machine arrived direct from the supplier and whilst it was beautiful I didn’t need it anymore and felt it right to give it back.
I advised them what had happened and the person on the other end of the live chat said to keep it. I was dubious about the likelihood of keeping it based off the word of one employee (I’d have sold it or regifted) and it’s a good thing I was as Parcleforce or whichever courier it was showed up about 3 weeks later to collect it!!

videovixen · 21/11/2021 20:43

fuck that send the 2nd back and get a refund.

Honestly😂😂

TractorAndHeadphones · 21/11/2021 20:46

[quote girlmom21]@TractorAndHeadphones yeah they've written the first one off but the second one should've been a legitimate sale.

If you lost £20 in the street and accepted it was lost, then found out your neighbour down the road picked it up and kept it, you'd still be pissed. [/quote]
Company could have done any number of things:

  • Checked with the courier
  • Advised OP to wait longer (most websites have the 'delivery might be delayed' etc etc disclaimer).

Instead they chose to refund OP. The mistake is one thing - but they chose to write it off. Therefore they bear the consequences of that choice.

The parallel to your analogy would be me losing £20, not bothering to report it or ask anybody , then realising that someone had picked it up.

TractorAndHeadphones · 21/11/2021 20:48

Also to add with the neighbour analogy there's no relationship between me and whoever picked the money up. The fate of my money is in their hands.

In the OP's case the company (the supposed 'victim of theft') was the one who decided to refund her. This was not the mistake (late delivery). This was their choice.

girlmom21 · 21/11/2021 20:53

@TractorAndHeadphones but they've refunded their original error. OP chose to place a second order. She's now expecting a refund on the second order which is completely legitimate and was fulfilled correctly.

Mondaymanic · 21/11/2021 20:54

I'd absolutely keep it if it was a big retailer. No guilt.
If it was a small retailer I'd return it without question.

SusieBob · 21/11/2021 20:59

@TractorAndHeadphones

Also to add with the neighbour analogy there's no relationship between me and whoever picked the money up. The fate of my money is in their hands.

In the OP's case the company (the supposed 'victim of theft') was the one who decided to refund her. This was not the mistake (late delivery). This was their choice.

The OP didn't receive the first order and received a refund. Fair enough.

She then re-ordered, received BOTH orders and now thinks she should return one of the two for a full refund to get the goods for free.

It doesn't make a difference whether it's a big online company or mum and pa's corner shop down the road, it's a fucking scummy thing to do. If the OP has money problems she shouldn't be spending £150 on this stuff in the first place.

SusieBob · 21/11/2021 21:00

@Mondaymanic

I'd absolutely keep it if it was a big retailer. No guilt. If it was a small retailer I'd return it without question.
Why is it ok just because it's a big retailer?
TuftyMarmoset · 21/11/2021 21:08

This happened to me with some stuff from Dunelm - I had a refund for missing stuff which eventually turned up (but I hadn’t reordered, their customer service just resent it I think). I just kept it because they claimed it off the delivery company.