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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To not return it?

104 replies

SoggyClothes · 07/01/2022 17:21

Ordered some new clothes from Zara, they got delivered at 9.30am according to yodel, but I was home then and nobody rang the doorbell or knocked on the door. I didn't get the email saying they had been delivered until 5.30pm that night and when I went straight out then to get it the box had been left just in my back garden, not in the empty wheely bin, or under the chairs, on the decking etc. There were multiple places it could of been kept dry, but it was just left on the patio and it rained all day and the entire box was soaking, the clothes were loose inside the box, not in a bag and both them and the tissue they were wrapped in up were completely soaked through, like I could ring the clothes out they were that wet.

I messaged Zara who were really apologetic and offered a refund or a replacement, but said if I want a refund I need to return the clothes to them. By the time I've returned them and received new ones I could of dried the original, the issue was the fact they weren't protected by the packaging or the delivery company. I said as much so they asked if to apologise for the inconvenience they offered to replace them, so I said yes. Then the next day I get an email that the replacement has been dispatched and to please return the faulty items to us within 7 days. I didn't realise this is what was arranged and I said no, I don't have a box to send them back in and the issue is the fact I received them soaking wet. They apologised and said if I want to keep my original order please return the replacement order they have posted out instead, but they need one of the orders returned to them.

I don't want to have to return anything! I live rurally and can't be arsed to have to get a bus to the nearest post office, pregnant with a toddler in tow and sort out their issue! All I wanted was a partial refund of atleast my postage.. they never offered that and only said refund if I return or a replacement, I thought well I'll just get a replacement as it's better than nothing. AIBU to not return it? Or say they can arrange a collection if that's what they want?

OP posts:
Lazypuppy · 07/01/2022 17:22

Are you for real? Of course you have to return the original order. Why on earth do you think you should get to keep both 😂🤦🏼‍♀️

BoobsOnTheMoon · 07/01/2022 17:24

They can send a courier for them if they want them back. You are rejecting the goods as they arrived damaged. Send them pictures and tell them that!

crochetmylifeaway · 07/01/2022 17:25

When the new package arrives refuse delivery and it will get returned. You cannot expect to keep both sets of items.

Lazypuppy · 07/01/2022 17:25

OP pretty sure if you donXt return the others in 7 days they will just charge you for the 2nd order so be careful with how difficult you want to be.

Original poster
SoggyClothes · 07/01/2022 17:25

@Lazypuppy

Are you for real? Of course you have to return the original order. Why on earth do you think you should get to keep both 😂🤦🏼‍♀️
Don't get me wrong I thought it was weird, but they said they can only offer a refund or replacement and that if I want a refund I must return them. That was too much of a faff when all I wanted was my postage refunded so I went for the only other option that didn't involve returning them. They didn't make it clear and have now stuck me with a trip to the post office that I don't want to have to make
OP posts:
Original poster
SoggyClothes · 07/01/2022 17:27

To be honest I don't need 2 of everything! I just thought that was the compensation they were offering so why not, they refused to partially refund so I thought maybe they prefer just sending out more clothes than having to refund. They can have them, I don't want them but I want them to collect it? Is that really unreasonable? I'm a bit miffed

OP posts:
AdviceOnLife · 07/01/2022 17:27

Use the box that comes with your new stuff to return the soggy stuff.
I get its a big hassle for you return them but you can't keep both

EerieSilence · 07/01/2022 17:27

@Lazypuppy - the delivery company screwed up an order made by the OP by leaving it out in the pouring rain. She requested a refund or replacement - Zara should arrange for pick up of the old clothes for free on the point of delivery of the new order instead of harassing her with having to make a journey to a post office - it's not the OPs fault this happened. She chose the internet order and delivery for convenience, not for additional hassle.

TwinkleTwinkleLittleStarFightr · 07/01/2022 17:27

Just return one of the orders. You don’t need to get a bus anywhere. Royal Mail will collect for a 60p charge (and I’m sure if you were to send another message to Zara they will probably refund the 60p if you are desperate).

I suspect they assumed that your problem was that you didn’t want to have to wait for the return before the replacement would go through.

What would you even do with multiples of the same thing if you kept them?

MattHancocksSexTape · 07/01/2022 17:28

You accepted the replacement. You have to return them or they will charge you twice.

GertrudePerkinsPaperyThing · 07/01/2022 17:35

Royal Mail collection, and asking them to pay the fee is a good idea.

I know what you mean though. Amazon once delivered to me a Hoover instead of a suitcase. They brought the suitcase when I contacted them and I say they needed to pick up the Hoover as I wasn’t sending it back (before Royal Mail collected). They agree to this but never actually picked it up!

tricksyt · 07/01/2022 17:49

They're not going to let you keep both deliveries you dafty!

WorriedGiraffe · 07/01/2022 17:52

Of course you need to return them, the fact you can’t be bothered is not their problem really. Expecting to keep both is cheeky, if you just wanted a refund on your postage you should have said that to them.

Original poster
SoggyClothes · 07/01/2022 17:55

@WorriedGiraffe

Of course you need to return them, the fact you can’t be bothered is not their problem really. Expecting to keep both is cheeky, if you just wanted a refund on your postage you should have said that to them.
I did. They said they don't offer partial refund, if I want a full refund the clothes need to be returned, alternatively to apologise for inconvenience they can send a replacement. I just said yes as it was better than nothing, but they made it sound like a good will gesture and now I have to go out my way to return something. It's just unnecessary faff that wasn't made clear. That wording is undeniably confusing!
OP posts:
Derbee · 07/01/2022 17:56

Of course you have to return the additional items. Use the new box to pack the old items. Arrange for a courier /Royal Mail to collect. It’s not really a big deal is it?

quitefranklyabsurd · 07/01/2022 18:01

Arrange for the post office to collect them. Next thing you’ll ask if it’s ok to sell the spares on market place and be complaining about the people who don’t turn up to collect them when you agreed.

Of course you need to send them back.

NumberTheory · 07/01/2022 18:02

The word “replacement” implies returning unless they clearly state you don’t have to. So unless the rep told you that you would not have to return the other clothes I think you’re stuck. You can refuse to return if you want to, but Zara will almost certainly charge you for the replacements. I doubt you have a way to “win” this.

I get why you’re annoyed. And I think the customer service representative who served you did a poor job (possibly because of Zara’s policies putting them between a rock and hard place). You could try complaining, saying this isn’t the resolution you agreed to and tell them they will need to pick up the clothes, and then try a charge back on your credit card if they take the money. Not sure what your chances of success are.

Original poster
SoggyClothes · 07/01/2022 18:06

I get it doesn't sound like a big deal but I'm without a car at the moment, and really can't be arsed to have to drag toddler on a bus when I'm pregnant and nauseous as hell as my hg sickness is kept at bay by cyclizine but the nausea is horrific and I'm just exhausted. I don't want to go out my way just to return some clothes that will be perfectly dry by then. I just wanted some sort of refund as an apology for the clothes not being delivered or packaged appropriately and being completely soaking. They were unclear and I misunderstood what was being offered, I don't want the clothes twice, I just thought that was what they were offering as an apology so said ok. Will try and negotiate a collection. Pain in the arse.

OP posts:
Clymene · 07/01/2022 18:07

Just put them in a bin liner and shove them in a post box.

Surely if you order clothes online, you must have to return things that don't fit or look shit occasionally?

CorrBlimeyGG · 07/01/2022 18:11

I'll be the fifth person to suggest a royal mail collection. Surely you're not going to chase them for 60p?

TwinkleTwinkleLittleStarFightr · 07/01/2022 18:13

Is the return usually Hermes, Royal Mail, or something else? Most have a collection option these days.

CorrBlimeyGG · 07/01/2022 18:15

Zara returns are RM.

Hb12 · 07/01/2022 18:15

Surely you would have had to go to the PO to return any unsuitable items anyway?

Original poster
SoggyClothes · 07/01/2022 18:15

@CorrBlimeyGG

I'll be the fifth person to suggest a royal mail collection. Surely you're not going to chase them for 60p?
So then I'm not only not having a refund but technically paying more to of received my clothes in an unacceptable condition? I get it's 60p or whatever (I live in the arse end of nowhere so wonder if it would be the same price for me) but it's the principle really. They wouldn't even refund my £4.95 I paid for delivery when the delivery guy didn't bother to ring the doorbell, leave the parcel somewhere covered or put a card trough the door saying what he'd done. I'm not paying extra for the privilege of having to ring my new clothes out!
OP posts:
Hb12 · 07/01/2022 18:16

You would be refunded if you returned them?

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