Baby seat that does not recline as advertised

s2h81

s2h81

s2h81

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body-manc, brain-space
We bought a baby seat for the car and clearly states in its description that it does recline in 3 positions see below

ECE R44/04 approved
Foward facing
From 9 months to 12 years old, one size fits all
Adjustable height of headrest and shoulder for grows of child
Height Adjustable 5-point safe belt harness system for maximum comfort
Comfortable, breathable fabric materiel, more at ease
Side impact protection and EPP energy absorbing foam
Detachable and washable fabric cover
Reclining Backrest with 3 positions
Including thick headrest, chest and crotch pad, and seat cushion, removable
Simple way of installation with standard vehicle belt

so i contacted the company

This item is not what we expected please can you arrange collection and arrange for a refund to be made. Thank you

there response

Very sorry to hear you are not happy with this purchase, please be aware that we do not cover the shipping costs for unwanted items as clearly stated in our returns policy on Ey, we will send you a returns request form to your e mail, please complete the form fully and return to us e mail, then arrange for the item to be returned so we can complete your refund. Please also be aware that the shipping costs we covered to dispatch this item would also be deducted from the refund, although advertised as free P & P we still have to pay the courier firm to deliver these.

my response for that

Excuse me

Reclining Backrest with 3 positions for extra comfort (off your description)
nope this product does not have this which is why its being returned so its an not as advertised product and do i really need to quote the consumer rights to you?
the cost refund will be full for what has been paid thats including any cost for us to get the product back to you (if you insist it will be us thats sorts this return then i will personally drive to the location and bill you for the fuel for both ways of the journey at the fuel allowance rate the UK goverment has set £0.43 per mile last time i looked) if this was an auction setting then yes you are right with your policy but as its not and we clicked a buy it now button then my consumer rights are as stated

your terms an conditions do not go above the law

please organize collection as I am available most times of the day and you will find me quite accommodating in this



I feel I am correct in my response but maybe alittle over the top with the car journey but think that if they dont collect (sent via courier that OCUK uses so can not see why they can not send them to collect) then its my choice on which way it is returned at there costs

please correct me if i am wrong but to tell me that the free postage the buy it now button had next to it and then tell me they will deduct this from the refund got me alittle :mad::mad:
 
Did you mention in the first email apart from simply saying, 'This item is not what we expected please can you arrange collection and arrange for a refund to be made. Thank you' that it didn't recline?

From your original message, if I was a shop, I would also assume it was simply unwanted and reply with the same message (which if was the case they are within their rights to request). I don't think it warranted such a response and getting all angry about it. Just wait for the following email and it will probably be fine ... Have you even waited for a response to where you've actually told them it's not described and them refusing to refund??

Being calm often yields the most satisfactory response, in my experience.
 
You're correct, they do have to refund the delivery cost. TO be fair though, your initial email should have stated why you wanted a refund, and your subsequent email should have many more full stops.

Gettinig angry and arsey won't get you results. Chill out and drop them a nice email.
 
Your second reply makes you come across as a bit of an arse. I wouldnt be suprised if you have all sorts of hassle :)

/Salsa
 
"excuse me" lol nice one.

explain the reason why you dont want it in a less condescending tone and im sure they will help.
 
Well after such an excellent email I expect you to get what you want and maybe even a free gift!
 
s2h81 said:
Reclining Backrest with 3 positions for extra comfort (off your description) nope this product does not have this which is why its being returned so its an not as advertised product and do i really need to quote the consumer rights to you?
Click to expand...

So I thought this was a fantastic sentence (I especially like the 'do I really need to quote...' attitude at the end), until I read further:

s2h81 said:
the cost refund will be full for what has been paid thats including any cost for us to get the product back to you (if you insist it will be us thats sorts this return then i will personally drive to the location and bill you for the fuel for both ways of the journey at the fuel allowance rate the UK goverment has set £0.43 per mile last time i looked) if this was an auction setting then yes you are right with your policy but as its not and we clicked a buy it now button then my consumer rights are as stated
Click to expand...

Excellent stuff! And breathe!

Rewrite your message to them for god's sake man!
 
yea let the wife send the first but got alittle angry at them for suggesting that we should incur both the cost of it being delivered to us and the cost for the return postage too - they have now amended the advert to say

Reclining Backrest with 3 positions for extra comfort when used as a high back booster seat in the front.

so imo it doesn't recline itself and relies on the car to do this so still is not a reclining product and just fits to the seat in different positions

just glad i screenied the original description as thought they might amend after that but still no response as yet and think they will still try and stick to there guns but will hold off on anymore emails to them before I send another more polite email - just annoys me the fact they will have said this to other people and they would have just said ok
 
Raise a PP dispute use the screen shot as evidence, case closed. They'll issue you a refund and if the company want their stuff back they'll organise a pick up.
 
<<-------------- big ******** when people try to pull a fast one on me on a monday morning - personality flaw - sure we all have one somewhere
 
Well, no, because if anyone else had sent an email they probably would have suggested why they were sending it back and received the correct response. From your initial email it just appears you've purchased an item and it's not quite what you wanted.
 
Basher said:
You're correct, they do have to refund the delivery cost. TO be fair though, your initial email should have stated why you wanted a refund, and your subsequent email should have many more full stops.

Gettinig angry and arsey won't get you results. Chill out and drop them a nice email.
Click to expand...

agreed - a polite response with some proper reasoning behind the return would have solicited a better response from them.
 
s2h81 said:
yea let the wife send the first but got alittle angry at them for suggesting that we should incur both the cost of it being delivered to us and the cost for the return postage too - they have now amended the advert to say

Reclining Backrest with 3 positions for extra comfort when used as a high back booster seat in the front.

so imo it doesn't recline itself and relies on the car to do this so still is not a reclining product and just fits to the seat in different positions

just glad i screenied the original description as thought they might amend after that but still no response as yet and think they will still try and stick to there guns but will hold off on anymore emails to them before I send another more polite email - just annoys me the fact they will have said this to other people and they would have just said ok
Click to expand...

This should help you a little. Good luck.
 
You've come across as a cretin in those e-mails. You should've explained in the initial communication what was wrong and what you expected to happen.
 
I bought it from a certain well know auction site

yea man grammer an speelllling aint my strong point as so pointed out by the boffins so heres some .......... ,,,,,,,, add em where ya please or fund me a english lang course in some high class uni with travel and accommodation thrown in ;)

When they do respond to my email I will offer my appoligies for going a little off the rails

I have also worked in cust serv for around 5 years and found that the polite ones only get a little help as the guy/gal in the front can handle them and give the max he/she can where as the angry ones seemed to get more out of my manager as the offers are bigger from them but still was no

I thank you all for input regarding this, even the ones that have just attempted to inspire me to care about spelling :)
 
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