Problems returning laptop

[Street]

I recently purchased a laptop for myself from a certain outlet however a day later, I realised they were offering 25% discount on the same laptop. The original order hadn't been shipped so I went onto my account and cancelled it. As far as I knew this order was cancelled and I went ahead and bought the laptop at the reduced price.

A day later I receive a shipping notification for the first laptop. Not a problem I think, I can just return it when it arrives. So I open a return when it arrives only to be told it is a business order and can't be returned.

Now, although I used my work email, the invoice address is my home address and the card I used is my own card. They are saying that as it was delivered to my work, not my home and because I used my work email, it is a business order and can't be returned. After harassing them on the phone, they agreed to a 15% restocking fee (nearly £150) which they then lowered to 10% after some hassle. This is still a hell of a lot of money to stump up to return a laptop! Is there any way I can force a return using my credit card or something?

 

[Thekwango]

The original order hadn't been shipped so I went onto my account and cancelled it.

If you cancelled the order and they shipped it that's on them. How have they responded to the fact you cancelled the order prior to it shipping?

 

[Street]

If you cancelled the order and they shipped it that's on them. How have they responded to the fact you cancelled the order prior to it shipping?

They asked if I'd received a confirmation of cancellation, which I hadn't. I assumed simply following the cancellation section on the account and cancelling it would be enough.

 

[wolfie138]

does the remote-location purchase rules not apply to a business order?? i thought that blanket allowed returns w/in a specified time?

 

[Street]

Apparently not, their own T&Cs take precedence if it's a business order.

 

[JBuk]

It was bought on a private card therefore how could it possibly be seen as a business purchase

 

[Street]

Also, the invoice address on the bill is my private address with no mention of the company name.

 

[skyripper]

Apparently not, their own T&Cs take precedence if it's a business order.

How do T&Cs take precedence over legislation?

It was either a business-to-business sale, or a business-to-consumer sale. They're talking rubbish.

 

[Street]

That's the problem, they are saying it's a business order so their own T&Cs apply which state no returns for businesses.

 

[skyripper]

"I am not a shop"
or phone your credit card company and let them beat the supplier.

 

[area51_for_psx]

If this was on Credit card contact your provider and let them sort it out.

 

[Street]

It's amazing what quoting Citizens Advice and Consumer Contracts does. I phoned back again and they told me it would be 10% still so I mentioned I'd spoken to Citizens Advice and they would back me up as the invoice address was a private address with no mention of the company. He stuck me on hold for about 15mins then came back and said they were happy to take it back at no charge. Result!

 

[Scania]

It's amazing what quoting Citizens Advice and Consumer Contracts does. I phoned back again and they told me it would be 10% still so I mentioned I'd spoken to Citizens Advice and they would back me up as the invoice address was a private address with no mention of the company. He stuck me on hold for about 15mins then came back and said they were happy to take it back at no charge. Result!

You’d have thought customer service would have come into play before all this crap instead I dare say they’ve just lost any future business from you (and who’d blame you!)

Glad it’s resolved.

 

[dowie]

That's the problem, they are saying it's a business order so their own T&Cs apply which state no returns for businesses.

well it clearly isn't, the delivery address isn't relevant, you're an individual and you purchased it for yourself

they can question whether it is a business order because of the address but can't necessarily conclude that it is - and you know full well that it isn't an it was purchased for your personal use - you have the right to return and they aren't allowed to charge a restocking fee

small claims etc.. can sort it out if you really want to out of principle

ah, edit - sorry didn't read full thread, glad you got it sorted

 

[Haggisman]

If this is the same retailer I bought a laptop directly from in the past, then I'm not surprised, doesn't sound like their customer support has improved at all!!

 

[dowie]

presumably a small company then, not exactly uncommon for them to be a bit more funny about returns - even OCUK had issues in the past (obviously years ago when they were much, much smaller)

 

[Street]

Probably one of the largest laptop suppliers actually! If they'd come in at a reasonable restocking fee originally, something like £20-£30 I may have just sucked it up to cover the postage of sending it back as I'd saved more than that by using the 25% off code, but £150 was a joke.

 

[Mysterae_]

presumably a small company then, not exactly uncommon for them to be a bit more funny about returns - even OCUK had issues in the past (obviously years ago when they were much, much smaller)

Not necessarily, PCWorld are at this too and I'd guess it's them on this occasion. I bought a printer from them years ago in store as I needed it in a hurry and was talked in to a business account to save a few quid. When I asked if my rights were the same there was some hesitation and some backpedalling. Going to PCWorld for me is the same as Dracula going to church...

 

[Tobywon]

Name and shame the company

 

[GravyMonster]

Was it Dell by any chance? I've had similar problems when dealing with their customer support about refunds on items which were delivered faulty in the past.