DSR Regulations

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Soldato
Joined
25 Apr 2007
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Sorry for another post on this - I stress I HAVE searched, but perhaps my skills fail me. I ordered a nursing chair for my pregnant missus. It's arrived with a big crack on the main structure of the chair (a total shear), making the chair dangerous and unusable. The package weight was 25Kg. I mailed the company's customer services (Smyth's Toys) and was told I'd have to repackage it and get it to a post office, for evaluation and eventual replacement.

I don't feel this is particularly helpful as I had to get my Mam in to collect the package, so there was no way (even if I'd taken it in) that the fault was going to be detected in order to reject the delivery. Do I have any right to insist they collect the package at my convenience?
 
Technically yes as it's DOA and they are responsible for ALL postage in DOA situations.
However if they are a scummy company they may argue that you should have checked it before signing!
Get back on the phone with them and be firm but polite!
 
Their onsite guidance says they'll pay £4.99 for up to 10kg, but no information about higher weights. Then it mentions 7 days evaluation before (possible) replacement. Seems totally rubbish to me, since I could surely reject totally under DSR, argue the postage and get a replacement here in 2-3 days, totally ignoring their evaluation period.

For the record, the chair was down to £100 in a sale, hence I'm keen to get it. Can probably reject and get from Amazon for not much more if they try it on though.
 
Faulty goods, onus on supplier to foot carriage charges AFAIK.
Have them deliver a replacement and collect the faulty one at the same time.
 
mulpsmebeauty said:
Sorry for another post on this - I stress I HAVE searched, but perhaps my skills fail me. I ordered a nursing chair for my pregnant missus. It's arrived with a big crack on the main structure of the chair (a total shear), making the chair dangerous and unusable. The package weight was 25Kg. I mailed the company's customer services (Smyth's Toys) and was told I'd have to repackage it and get it to a post office, for evaluation and eventual replacement.

I don't feel this is particularly helpful as I had to get my Mam in to collect the package, so there was no way (even if I'd taken it in) that the fault was going to be detected in order to reject the delivery. Do I have any right to insist they collect the package at my convenience?
Click to expand...

You want to be citing SOGA, not DSR. And no, you do not have any right to insist that they collect the package. You do have a right to be refunded return postage, though.
 
It probably makes more sense for them to organise collection though, as ultimately they are likely to get a better deal than the OP will if he just calls up a courier with a 25kg item.
 
I've emailed them again asking why I have to arrange the return (and that I don't particularly want to have to wait 7+ days for them to 'evaluate' the damage). Trouble is, they have no phone numbers at all to get through to them.

I'm contrasting this with Mothercare who genuinely couldn't have been more helpful or apologetic when they made an error and I'm more or less already a customer lost to Smyth's.
 
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