To be fuming and go to small claims

[bloodyplumbing]

I ordered some bathroom equipment from a popular online shop.

Inadvertently ordered two towel rails (heated), so tall, heavy etc.

They have a returns policy, which I adhered to, so I paid for a courier to return the item. Cost around £25 but item worth £260.

Item returned on 18/04, chased them up after around 5 days, they've messed about with various promises of calls back, said two item were received, today they state the item that was received was a radiator cover, that they don't sell.

WTF!

They are basically saying I've ordered two heated towel rails, kept them both, organised a courier to return a much smaller lighter package, but paid for a heavier one and claim it's the double ordered towel rail.

It's so crazy it's untrue.

I've sent a letter before claim, the tracking info, photos of my bathroom showing only one towel rail will fit, details from the courier saying size and weight of package.

AIBU to ask what else can I do?

I will definitely go to small claims court if they don't refund!

Methinks that someone involved in taking it back to them has stolen the item and replaced it with the cover.

OR this is a tactic the company use when they don’t want to do something along the lines of a refund.

Take them to court OP, good luck.

Oh I bloody will! I am raging!

If it's Victorian plumbing you will get nowhere I had the same with a cabinet which was returned unopened but they wouldn't refuge as they broke the mirror. It was unoriginal packaging following their courier instructions and over £150. Never again will I buy from them. The rest of the bathroom is poor quality too.

It is!!

Did you go as far as small claims court?

No need for small claims just talk to the card company that you paid with

I'd not thought of that! Thank you!

@bloodyplumbing no I didn't as it was £150 ish. But I will never ever use them again I ordered during lockdown and it was an expensive mistake. Their chief exec is uncontactable through linked in etc so it's clearly a regular issue. Disgusting company.
Definable go through small claims.

Good to know about VP.

So I've asked for a photo of the parcel I "allegedly" returned,

It's obviously not my parcel!

It's not even the same shipping label, so I've sent them the shipping label and pointed out the tracking number isn't the same even, so how can that be my parcel.

They've still not sent a copy of the returns note I put in as I have requested.

Nightmare they are!

Looked at the label further, it's not my name and address on it!

My other half hates when his customers buy from these sites as the products are crap and difficult to fit, and if you make a mistake when ordering it’s a hassle to return. If something breaks a year or two in, you’ve no support.

Ok, they've refunded!

Thank god for that!

Still angry at the whole thing though.

Call your bank and ask to do a charge back. Good luck

Also point out that they've breached GDPR if they've sent you a picture of another customers name and address!

Don't bother with small claims, go to your bank for a chargeback.

Thanks all, they have refunded but I'm still going to go for a breach of GDPR!

It smells very dodgy to me! How many times a year do they mess up like this? A d is it deliberate?

They haven’t breached GDPR in respect of your details have they? They’ve breached in respect of someone else!

As soon as I saw this I knew it would be Victoria Plumbing! They're horrific to deal with...I had something vaguely similar, and due to how they've deliberately made it impossible for customers to contact them I got nowhere. In desperation I tweeted - it was amazing how fast they moved to resolve things after that 🤔

If you paid on credit card then put a claim in and put together all information in a document for them. I’ve done this before and got money back.

You got your money back op so i would just leave it now or you just might cause yourself more unwanted stress and anger.

If this is Victorian Plumbling just head to trust pilot and leave a review of their dodgy tactics. It sorted my issues out! They claimed they had sent my towel rail because they had picture of it unwrapped on a pallet with other items. They were about to refuse refunding an expensive shower I had changed my mind on because apparently I had opened it. I had not, I had changed my mind on it whilst it was in transit to me. They also failed to deliver items and then after refusing to deliver them they just appeared one day after I had ordered similar from elsewhere. They were very quick to accuse me of stealing and damaging products. However they did NOT like me pointing this out on trust pilot. They eventually relented and refunded me and actually asked me to update my trust pilot review. My parents also had issues with them. They are cowboys!

Especially as OP has not had her GDPR breached. They cannot take it further on someone else’s behalf.

Did you pay by credit card? If so speak to your card provider about disputing the payment