I need advice about a purchase

[weleasewoderick23]

Sorry if this is posted in the wrong thread, please feel free to move.

I bought my son (15) an electric scooter about 6 weeks ago to use off road at a local skate park. In the first week the screen needed for controlling g it broke so I contacted the company who ( on receipt of the old screen that I sent back) a new one.

Within a day the whole scooter stopped working. Back and forth emails to the company have got us nowhere, they won't collect the scooter because I've got rid of the original packaging and have suggested I drop it off to them. I live in the south west and they're in the midlands!

They've now offered me £10 in fees to ship it to them - the scooter is so heavy that I can barely lift it, so £10 is an insult!

I don't know what to do now. I bought it on my credit card so is it worth contacting them? In the meantime I have a £600 scooter sitting in my house that can't be used 😡

Any advice?

You need to give them the opportunity to fix it and Evri will ship a parcel up to 15kg for under £10. BTW electric scooters can only be used on private land with the landowners permission. So the skate park does have to give permission otherwise your son will be breaking the law

Thankyou for your reply.

The skate park is council owned and permission has been given for them to use a different section of the park. I checked before I bought it.

I will ask Evri to estimate a cost.

Are they refusing to collect it because you don't have the original packaging or because its not packaged at all?

While annoying that you'd have to provide the packaging, I'd just ask them to arrange collection and confirm it's packed and ready to go (in original packaging or otherwise(in line with their courier requirements not just bin bags and tape)).

I try and keep the box for expensive things for a least a year...but obviously that doesn't help you.

Alternatively, I'd humour them that I'd send it back, and get a quote to return it. At least then you have a concrete number to argue why a tenner just doesn't cut it.

I'm assuming this is an online purchase? If not go back to the shop who sold it and let them deal with the manufacturer.

If you've exhausted the options then contact your credit card and they will likely be able to help at least getting your money back.

@KupoNutCoffee

They're refusing because it doesn't have the original packaging.

I can probably muster something up but I just can't get through to Evri to estimate the cost. ( it's an automated service that keeps asking for a tracking number but the scooter was originally delivered by Royal Mail)

I can take it to them as I live in the south west and they are in Birmingham.

This is such a ballache that I don't even want them to fix it and return. I just want a refund.

Do you have any suggestions to other couriers I could try?

Why are you trying to call Evri? You can get a cost online.

You could try using the Evri app

I've tried using the Evri app but it keeps asking for a tracking number that I don't have and I can't get any further with a query.

I've just phoned the company and they've said they'll send new packaging but it'll cost me £30.

I give up

I wouldn't use Ervi it might not get there 😁

My preference would be DPD. Or indeed get a quote from the post office website.

I think it's parcel monkey that will give you quotes from various couriers.

In regards to their original packaging, I'd argue the toss with them, that it's packed and ready so could they get their act together and book it for me, but appreciate you've probably been around this.

It sounds like they're still accepting the return, just refusing to pick it up without packing - but if you want to argue further, see screenshot of the citizens advice website.

@KupoNutCoffee

Many thanks for this, I really appreciate it.

I think you're right about Evri, they don't collect over 15kg anyway and the scooter is 25kg.

It seems that if I use different packaging they could come back to me to say it wasn't adequately protected, and if I use their packaging it'll cost me £30. Either way I'm out of pocket and I don't have £30 at the moment.

I'm losing the will to live

You have to give them the opportunity to fix it before they issue a refund. However, this shouldn’t leave you out of pocket. You don’t need the original box but you will need to package it.

They should arrange collection, or send you postage.

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

@ArseInTheCoOpWindow

Thankyou for that and the link.

Now to find something to use as packaging......

UPS will take heavy parcels, I've sent up to 30kg with them. It's a next day service too.