Problems returning laptop

Street · 1 May 2018 at 11:22

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?

Street · 1 May 2018 at 11:30

Thekwango said:
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.

Street · 1 May 2018 at 11:36

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

Street · 1 May 2018 at 11:40

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

Street · 1 May 2018 at 12:19

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

Street · 1 May 2018 at 12:57

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!

Street · 1 May 2018 at 13:59

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.

Street · 1 May 2018 at 14:22

Spunkey said:
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.

Got it in one!