To not return it?

[SoggyClothes]

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?

But I don't want to have to return clothes that will be fine eventually, they will be dry and I want to keep them. I just wanted a postage refund which was more than fair. They wouldn't offer it and I misunderstood what they are offering. I really don't see why I should end up at any more inconvenience for their delivery partners negligence.

Jeez, you're awkward

YABU- and a CF . yes its a pain but you can't have them free.

I totally get that this is annoying OP! Happened to me before, amazon sent me the wrong thing and then I had to faff about packing it up and printing the return label etc. But can understand why they need it back etc. Anyway my suggestion is, when the replacement arrives, you could refuse the delivery if you're home when it comes and then it will be returned to sender and save you returning yourself. But obviously then you'll have to keep keep wet ones!

Op you don't have to return it. When your replacement arrives. Ignore sending the old one back. If they want it so badly they can arrange to have it picked up themselves.

I had a similar issue once, they sent replacement, I then told them I won't be using my time to send their old one back, if they want it they need to arrange it. They obvs didn't bother

I'm a bit shocked that people think it's acceptable for a large company to not offer any sort of refund, not even of my postage, and to only offer a return/replacement for clothes that don't need to be returned as they will dry. That's reasonable, for them to not really offer any sensible solution (refunding postage) but it's unreasonable for a paying customer to receive a soaking wet order, and only be offered an option that doesn't actually resolve the issue and only causes inconvenience. Is it awkward to expect better customer service than this from a large company? Surely it's actually quite fair, all I asked for was £4.95 back now I've got no refund, soaking wet clothes and need to make an unnecessary trip to the post office when I'm without a car, pregnant and unwell. Baffling! It's undeniably awful service? But I'm awkward for saying so?!

You are understandably annoyed. You pad for postage and the delivery person did not even do the bare minimum to make sure you received the items in good condition. This may not have been such a problem if Zara had packaged the items in protective plastic. We all understand your irritation and no it not fair but the situation you are in now means you either pay for the soggy clothes you have received and just suck it up, take the replacements and return the originals or return the originals for a full refund and still be out of pocket for postage.. The only way you avoid inconvenience is to accept what you have already been sent. It's rubbish but those are your options and no amount of pissed off will change it.

Wrte the original clothes ok but just wet?

You don’t need to return it in a box 🙄

Even a bag for life will do, just taped up securely.

I wouldn't return them tbh.

It's not really Zara's fault though is it? It's on the delivery driver...

Some of these replies are so po-faced. No way would I be faffing about when it was their fault in the first place. Tell them if they want them back, they can arrange collection.

YABU. Of course you have to return them and of course they won’t come and make a special collection just for you.

You shouldn’t have to pay return postage though

Just dont accept the new order when it arrives. You have complained what more do you want? you still have the items so if you cba to return the original which isn't faulty anyway just tell driver you no longer want the new one.

@WomanStanleyWoman

Some of these replies are so po-faced. No way would I be faffing about when it was their fault in the first place. Tell them if they want them back, they can arrange collection.

They would just charge you for the second set they sent out

@SoggyClothes

I'm a bit shocked that people think it's acceptable for a large company to not offer any sort of refund, not even of my postage, and to only offer a return/replacement for clothes that don't need to be returned as they will dry. That's reasonable, for them to not really offer any sensible solution (refunding postage) but it's unreasonable for a paying customer to receive a soaking wet order, and only be offered an option that doesn't actually resolve the issue and only causes inconvenience. Is it awkward to expect better customer service than this from a large company? Surely it's actually quite fair, all I asked for was £4.95 back now I've got no refund, soaking wet clothes and need to make an unnecessary trip to the post office when I'm without a car, pregnant and unwell. Baffling! It's undeniably awful service? But I'm awkward for saying so?!

Yes you are being awkward. You seem to just want people to tell you that you should keep both orders. 🙄

Can your DH/DP take them to the Post office?

Have you tried to contact them again to explain your situation now and that you misunderstood? Maybe theyl do
Something else for goodwill. I’m surprised you can’t see you’re being awkward at all though, you wanted a refund for postage for clothes which you’ve said are perfectly wearable and undamaged but they don’t offer that, so you accidentally accepted exchange instead, it’s a mistake on your part aswell as there’s and all you have to do is post something back. I’m sure you or whoever you live with will leave your house and be able to pass a postbox at some point in the next month or two.

@Hb12

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

But the items weren’t unsuitable. They were wet through because they were left out in the rain. I really don’t think ‘You’d have been inconvenienced anyway if some unrelated, totally hypothetical event had occurred’ is much of an argument.

They would just charge you for the second set they sent out

They could only do this if they’ve put them through the system as a separate order. If they’ve just sent out a second set and there’s no note or anything on the account, who’s going to chase it? It’s Zara, not a boutique where the manager processes returns personally.

I think you’re overestimating the stringency of the process here. The last three times I did a click and collect from one particular retailer, I’ve had chaser emails saying my order is still waiting for collection days after I’ve collected it.

Lots of suggestions here. As others have said, just refuse delivery on the second order and it'll be returned. You've said the original items are ok. You can't possibly expect to keep both.

why are some people on mumsnet just so difficult!!

Refuse delivery or phone them now and cancel the new order.

Why are you expecting a refund on delivery if the delivery was delivered?