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?

No, my point was that when you order something online surely part of that is the necessity to return things if needs be? So surely the OP had in mind that she may need to return things if they didn't fit or whatever?

So hold on to the wet ones, try on the dry ones, and then pay the 60p to return anything that needs returning?

It really isn't a massive deal.

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.

The reason they won't refund your delivery is because the item was delivered and the items themselves are not damaged or ruined. You've said yourself they'll be fine once they've dried out.

They've offered you a replacement - either take it and return the wet items, or refuse it at the door and they'll take it back.

I'm not sure why you think you'd get anything on top of that? They've been more than generous enough to offer you a free replacement!

You sound weird😂 have you ever shopped online before or is this your first time?

You thought they were going to send a replacement as a goodwill gesture and still expect you to keep the clothes you received? That's very strange and makes no sense. If you had taken it back into store and said 'I ordered this online, this is what happened, it was left outside and now got wet. Can I have a refund on my delivery charge?' They'd look at you confused. If they couldn't do that, they'd say they can exchange your clothes and give you new ones as these are damaged.
They'd then take the damaged ones back...?
They wouldn't let you take the damaged ones and the new clothes home with you.

The courier company is the one at fault here as they have a contract with the retail company. As they should, the retail company have been willing to rectify the issue even if they won't give you money back as you wanted. They're really being more than reasonable to expect you to send the damaged items back. It's not their fault that you live rurally.

If it's such a pain to travel and return them, why not keep the clothes and dry them out like you said? It's going to have to be one of the two options.

I've also been a manager in retail for a number of years but now work in logistics so I see and understand it from both sides. You're definitely being unreasonable

As per a PP, are the original clothes actually damaged or just wet?

Send the wet ones back in the box that the new ones come in.

You thought they were going to send a replacement as a goodwill gesture and still expect you to keep the clothes you received?

This has happened to me at least twice. Once with a table and once with an ironing board.

Interested to know this would have played out if OP had dried out the clothes then tried them on and decided not suitable. I bet Zara would have rejected the return in the grounds that items appeared to have been worn and washed!

As to the actual situation- the issue here is that OP paid for 2 things- the clothes and the service of delivering them safe and dry. The second service was not provided so she’s understandably feeling she did not get value for her £4.95. That said, they did actually fulfil part of that service because the clothes made their way from the warehouse to her home. So arguably she’s not due a full refund.

The position is complicated by the fact that Zara’s systems don’t allow for refunds of postage only. Their only options are refund or exchange. If the rain had damaged the goods making them unwearable, Zara would have said bin them, probably after seeing proof of the damage. OP says they are fine but they’re not really fine though from Zara’s perspective are they? Zara are not going to resell clothes that got rain damaged in a customer’s garden. I’d be livid if my order of new clothes contained the ones that had previously been soaked in OP’s garden. They’re worthless to Zara so she should indeed not have to mess about returning them.

That said OP, if Royal Mail really will collect for 70p, just pay the blooming 60p!

Yes, of course you should return. Be honest and don’t steal by omission.

Could you ask a friend to go to the post office for you? Part of the risk of the convenience of online shopping is that you may have to return some items.

I’m with you actually OP. People saying the clothes aren’t damaged - I’m sorry but would you really accept an order of which was soaked through? I wouldn’t!!

It IS a pain to have to go out to a post office to return something when it’s not your fault it needs returning. Amazon once sent me the wrong thing. It was only £3 and I’d delivered it to my sister. Could I seriously ask her to print out a postage label, box it up and walk to the post office, so I could get my £3 refund?! No. So they just kept their £3 which annoyed me on principle. It must have cost about £2 to post so by the they’d processed it they’d probably have lost money.

I don’t think Zara will be able to resell the wet clothes (I’d be unimpressed receiving an order which had previously been soaked with rainwater) so likely they’ll go in the bin anyway. I’m surprised they didn’t just let the OP keep the clothes tbh.

OP I suppose your best option is to use the Royal Mail collection service, presumably Zara are paying the return postage anyway?

“Replacement” means replacing one item with another, not sending you something in addition. They need the original items back to check you aren’t pulling a fast one. The company isn’t at fault here.

wow i seriously thought this was someone having a laugh, but you are really serious you expect them to send you a fresh order and you keep both, did i wake in an alternative universe where everyone expects everything for nothing
it may be painful for you to actually go to the post office to return this, and if this is the case tell them not to resend and keep the original, but if you prefer the clean crisp items you originally ordered return these and accept them.
If perhaps you have never ordered online before perhaps it maybe for the best you dont again if you have difficulty getting to the post office for returns

Return them in the second box you will get delivered

If the clothes didn’t fit wouldn’t you have had to get your arse over to the post office anyway? 🤷‍♀️

To return them?

The clothes are wet. Just bloody dry them.

I’m with you actually OP. People saying the clothes aren’t damaged - I’m sorry but would you really accept an order of which was soaked through? I wouldn’t!!

Nobody is saying that she needs to accept it. She can return it and receive a replacement as per Zara's offer.

I don’t think Zara will be able to resell the wet clothes (I’d be unimpressed receiving an order which had previously been soaked with rainwater) so likely they’ll go in the bin anyway. I’m surprised they didn’t just let the OP keep the clothes tbh.

Because most shops have to go through a system to log damaged goods. I used to work in retail and damaged goods were logged and sent back to head office - unless it was socks/underwear, we weren't allowed to just chuck them in the bin.

Just email them and say you are vulnerable and cannot go unto a post office and to send you a hermes home collection label. They will do that if you are pushy enough.

Most couriers aren't allowed
to put parcels in bins unless
you mark that as your safe place.
My friend is a very conscientious courier and says if more ppl would nominate a safe place life would be easier, also they don't have time to hunt about your property for somewhere to hide a parcel.
Something as simple as a plastic lidded box marked parcels
is a huge help to a hurried courier.

Just return them . As someone who spent their 20's working in customer service for similar retailers, Zara will have heard your excuses from 30 other customers that day. Everyone lives rurally/is pregnant/is disabled/has no transport when they can't be arsed to return something.

Just refuse the delivery

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.

I get where you're coming from OP. Since you paid £4.95 for the delivery and they were delivered soaking wet, it's quite reasonable to want the delivery charge returned, but they won't do this. And it is their problem, not just the delivery company's. They need to consider their entire service, and that includes delivery, whether or not they contract out to a third party. They should choose a reliable third party.

However, from their point of view, there is a risk of scamming. Someone could claim that the clothes were missing or damaged and be sent a second set but actually be lying just to get the second set. It's why companies ask for the damaged goods to be returned. And yes, that's a pain and it should be done at the company's cost. But given that you could be scamming them, they want at least one set back.

I would send one set back and claim any postage or collection fees, explaining why. Keep complaining, if you have the energy, until they refund what's due. Then don't shop with them again and tell them why.

They offered you a refund, that means having to return the items to receive a refund, usually means going to post office to do this.

They offer you a replacement, this means you send back what you don't want and they send new stuff, again this is done through the post office. They were actually kind enough to send the replacement before receiving your returns, normally they wait until the returns have been received by them.

If you refuse a delivery it will be sent back to the sender, you tell the driver that you are refusing the delivery and then just use the 1st order.

You could phone them and ask if the driver delivering can take the old delivery, I do this myself alot and I either use the return sticker included in your delivery or get the shop to email you one. Fill it out and wrap the items and place the sticker on the front. It doesn't have to be in original packaging, you don't have it because it was damaged in the rain, any bag will do. Alot of drivers do deliveries and collections, if they don't ask the shop to arrange a pick up from your house.

You could get some one to post it back for you.

So you 'misunderstood' their offer of replacement clothes and assumed they were sending you the same clothes again and you would be able to keep all of them, as 'compensation' for your inconvenience? I'm curious as to how you say the clothes would be fine once dried as you said they could be wrung out they were so wet, but there was tissue around them? Wouldn't the tissue have disintegrated after being so wet and stuck in tiny bits to the clothes? They wouldn't be ok after drying out, would they?
If the goods you've had delivered are damaged/not fit for purpose then Zara either refunds you or sends you a replacement upon receipt of the damaged goods. They don't just send out free duplicate orders to everybody whose order hasn't met expectations. You not being arsed to go to a post office/being pregnant/having a toddler/not having a car/living rurally/not understanding what replacement or refund means doesn't entitle you to free stuff I'm afraid.

She paid for delivery, she paid to receive her items in good condition- why should she she have to mess around going to the post office to sort a return when it wasn't her fault? I don't understand that. You buy online for a reason