Yes, I've got the receipt and box - but basically she's saying because I boiled it and trimmed it, it's my fault for not checking and I can't get a refund.
If anyone can be bothered to read through, here's the full email exchange (read from bottom up:
MNG:
There are sadly also plenty of customers who think that they can try and
take advantage of other people on the basis that they are the customer and
are therefore always right. It's a small box and so the writing is small but
it is there quite clearly and thousands of other people have managed to read
it perfectly well.
Mistakes do happen - we are only human after all. I have apologised for the
mistake and told you that it would have been rectified immediatley had you
checked the item before using it.
I would suggest that if you want a company who can throw away money based on
their customers own mistakes then yougo to a large multinational like Boots
instead of a small family run concern where every penny we waste is one more
penny that comes out of our pay packets and away from our children.
We are of course always sad to loose potential customers but I can't simply
throw away money based on somebody else's mistakes.
Please take care in the future to check your order whoever it comes from -
as you seem to have realised it is your place to do this and failing to do
it then demainding refunds takes money away from innocent parties and puts
up the prices for everyone else who is able to take those few moments of
their time to check.
As I have said before, your feedback response is entirey your choice. I have
left what I feel to be an accurate and fair rebuttal. I have also barred you
from purchasing goods from our shop as clearly you would prefer to trade
with huge faceless indistrials rather than small family run companies and I
would hate for you to purchase from us mistakenly
I consider the matter closed. Unless there is anything further you need to
contact me with regarding using the item then further emails will be classed
as spam and reported to ebay
Me:
Ok, if that's your last word I'll go ahead and post my feedback.
I have to say I'm disappointed at your lack of regard for customers.
The sizing is not clear on the box - it's in small print and the fact
remains that if you had fulfilled the order correctly and despatched the
correct size we would not be in this situation and I would not be out of
pocket.
I would also have considered ordering items from you again - but if you're
prepared to jeopardise future trade from myself and other customers who look
at your eBay feedback then that's entirely up to you.
I wouldn't have thought it was great business practice from your
perspective, but then lots of businesses cease trading for lack of customer
care so your approach wouldn't be any different.
MNG:
I can understand your frustration in this matter. Without doubt it is
absolutely not your fauly that the wrong item was sent, however it is your
responsibility as the customer to check that the item is correct and not
damaged when the packet arrives.
As you say the Mooncup is sent in its original packaging with the size
very
clearly printed on the outside of the box so it would have taken only
moments to just check it was correct.
Had you found the mistake before using the item I would have of course
accepted it back for an exchange, however now that you have damaged the
item
by cutting it there is nothing I can do to help you as the item cannot now
be used for anybody else.
If you feel you would like to contact trading standards regarding this
then
I am happy for you to do so but I can assure you that we are acting
absolutely within the trading laws by asking that if an item is incorrect
in
any way it is returned unused and undamaged to us. I am sure you would not
expect to buy a pair of trousers from a shop, shorten them, and then go
backdemanding a refund because they were the wrong size.
Where an item is faulty we will always replace or refund. Where a mistake
is
made on an order we will always accept it back unused for an exchange or
refund. Where an item is simply not wanted we will again accept back
unused
for a return or refund. However we cannot accept back an item that has
been
used and 'damaged' by the customer but is not faulty.
With regards feedback it is of course entirely up to you what you choose
to
say. Our own comments will only be made once the transaction is fully
complete and will reflect the full situation. Any bad feedback received
regarding this item will be challenged through square trade as we are
acting
completely within rights in this instance
Me:
I'm sorry but I do not accept your reply and I would either like a refund
or
a replacement which is the size I ordered.
I ordered it in good faith and the sizing on the order form is very clear
It's not my fault that you then sent the wrong item when I was very
careful
to ensure I ordered the correct size. That is entirely your responsiblity
and you should accept that.
The size is in small print on the box; not stated on the item itself (or
if
it is it's so small to be unreadable to the naked eye) and I only noticed
the wrong sizing when I looked again at the box as it was on the bathroom
shelf.
Please reconsider my request for a replacement or refund before I put my
feedback on eBay and contact Trading Standards
MNG
I am sorry that the wrong size was sent to you but it
does
fall to you to check the contents of your package when it arrives. We
cannot
exchange it now that you have used and cut the item. Any items have to be
returned in completely unused condition
I am sorry that this has happened but there really is nothing I can do
for
you now that you have used the Mooncup
Me: (Ist email)
I've just received the Mooncup I bought from you via eBay and it's not
the
size I ordered.
As you can see from the attached screenshot, I bid on a size A, but the
one
you sent is a B.
Unfortunately I'd already opened it, boiled it and trimmed the stem and
tried using it before I noticed the size on the box.
Could you send me the correct size I've ordered please? (I'll send the
wrong
one back if you like, although it's obviously not suitable for resale
because of the reasons I've given above)