Advice needed regarding returned item, now claimed to be damaged...

SixTwoSix

SixTwoSix

SixTwoSix

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I'm getting really frustrated and can normally deal with issues like this but i'm hitting a brick wall and seem to be getting nowhere, maybe someone here can help me out.

I have a credit account with Littlewoods, an overpriced website but something I applied for post-bankruptcy 5 years ago to help rebuild my credit. For those who don't know, you order items and pay for them over 20 - 40 weeks. You can order items on approval and return them for whatever reason if they're no good or unsuitable. I don't use it as a credit source, I clear the balance in full every month.

At the start of October I ordered 3 watches from them for my girlfriends birthday, the point being she'd choose 1 and I return the other 2. Birthday comes around, she chooses the watch she wants, I return the others. Let me point out here that she didn't even try on the other 2 watches, they were taken out of the package, looked at and pretty much immediately re-packaged.

About 2 weeks ago I get a delivery, it's one of the watches I returned with a letter from returns compliance department claiming the watch has been used and damaged and can't be accepted for return. They charge me £3.95 on top of the watch price for the return.

I get on the phone, get told there is damage and scratches to the watch and that's why it can't be returned. I check over the watch thoroughly and yes, there appears to be scratches on the metal closing clasp. However, when looking closer, it has a plastic coating and it is that which is scratched. Lady on the phone, accepts this and says to return the item for a second inspection.

Get an email today saying it's damaged and they won't accept for return, no specific information, just copy and paste as follows:

Dear Mr ***,


Thanks for your email about *****

Unfortunately this item can?t be accepted back as a return.

You are liable for any charges that are raised and any outstanding balance relating to *****

The following clause in our T & C applies in this instance: The item appears worn and washed.
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Get back on phone, speak to a lady who I feel sorry for as I wasn't in the best of moods. She has nothing specific to say, just tells me she'll email the depot for further information and get back to me.

I know i'm going to get circle jerked and probably get the same response for a third time.

My gut tells me to request to speak to a supervisor with the watch in front of him/her and actually confirm that it is damaged and not just scratches on a plastic protective cover. However I work in a DC and I know what returns departments are like, the chances of this happening are slim to none.

Any all/advice is appreciated, sorry for the wall of text.

INB4: Should have bought in a shop, don't use littlewoods, basically keep any childish and useless remarks to yourselves if you're just going to troll ;)
 
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Maccy said:
Just keep standing your ground, they'll accept eventually.
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Thing is I reckon they're probably returning it to me again today and then i'll have to return it for a third time, each time it's returned they're charging me £3.95. Not a huge sum but the principal of it is really annoying me.
 
4737Joker said:
Refuse the delivery and state your rights etc etc.

What time frame did you return it in?
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Watch was originally returned in a few weeks, littlewoods generally allow up to a month. The second return was the day after I received it.

If I refuse the delivery this time, the balance will still be outstanding on my account as it's paid at the end of each month. I could refuse to make payment but this will most likely result in a late payment marker on my credit file, something I can't risk at the moment due to applying for a mortgage next year.

It's taken me over 6 years post bankruptcy to get a spotless credit file, i've been exceptionally careful not to let anything affect this. But i'm getting sidetracked.
 
your problem is the returns monkey in a warehouse who will be blindly following their job brief with no common sense. which will most likely be completely separated from customer services so getting the message to these returns persons will be a complete ball ache.

see if you can send it direct to customer services rather than back to the depot.
 
neil_g said:
your problem is the returns monkey in a warehouse who will be blindly following their job brief with no common sense. which will most likely be completely separated from customer services so getting the message to these returns persons will be a complete ball ache.

see if you can send it direct to customer services rather than back to the depot.
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Yup, this is exactly my thinking, I know what returns is like in my DC, generally very little training and silly targets to meet. This means most things just get a cursory glance.

Depending on the reply I get this time, i'm going to try and "demand" speaking to someone further up the food chain.
 
If you get the watch back, hold on to it until you can get it resolved. If they keep sending it back to you they are not acknowleding what you are telling them.

Make sure you get the persons name etc when you speak to someone on the phone, note the time and date of the phonecall and include a letter when you are next asked to return it making sure you say i spoke to x on date/time and they sad bla bla. This might stop the monkey in the warehouse from just slapping a damaged in transit label or whatever on it and prompt him to pass it on to customer services.
 
UPDATE: Got on the phone again yesterday chasing this up. Got told that the email I received on tuesday was in reply to my first complaint about the return from 2 weeks ago as they are so far behind. The lady on the phone promised me she'd chase it through the day and get back to me.

30 minutes later she's back on the phone telling me that returns are still waiting for the watch to be delivered. Give her my tracking number and says she'll chase it. No call for the rest of the day.

Just got a call, returns have received the item, checked it again, full credit to my account and delivery charges refunded as well.

All in all, a good outcome just a few weeks of stress thinking i'd be lumped with a £180 watch that i'd have to sell on the bay. Somewhat annoyed I didn't get offered a money off voucher or something, even a token £10 would have been nice ;)
 
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