Returned item "lost"

tsinc80697 · 1 Jun 2014 at 19:03

This isn't OcUK related but a much smaller online retailer.

I bought 2 in-car cameras, both of which turned out to be faulty. I contacted the retailer and they told me to return the 2 cameras on 14th March 2014. I wanted to exchange the cameras so I had to wait for them to get stock in.

They eventually got new stock in on 13th May 2014 so again I said I wanted to send 2 cameras back, to be exchanged for 2 new cameras. To save posting 2 parcels back I put both cameras into 1 box, in 1 parcel.

They've received the parcel (recorded delivery) but are telling me that only 1 camera was in the parcel, not 2 and that they can't send out 2 new cameras in exchange until they have both cameras back.

Where do I go from here? I have no visual proof of what I sent within the parcel, but I do have proof the parcel got there, which they aren't disputing. I also have a photograph of the parcel but it doesn't show what was in it.

tsinc80697 · 1 Jun 2014 at 19:11

The parcel was sent via Royal Mail, 1st class recorded. I filled in on online returns form (address, barcode and items being returned), printed it off and stuck it on the parcel.

I only included the 2 cameras and no accessories/cables so the box weight new (0.452kg as per another website) is pretty much exactly what is on the post office receipt (0.45kg).

tsinc80697 · 1 Jun 2014 at 19:13

I've asked the retailer to confirm the state of the package when they received it. Surely if it was damaged/ripped open they should not have signed for it without checking it first?

tsinc80697 · 1 Jun 2014 at 19:27

They weren't faulty to the point of not working, just one part of them was faulty. I was using them until I had replacements as I didn't want to not have them in the car.

I'll wait to see what they say the package was like when they received it. If it was damaged then they shouldn't have signed for it, if it wasn't damaged then they're talking out of their arse and it's a case of their word vs mine, so I need viable options to try to get my money back from them.

Ekim said:
Also get them to confirm the weight of everything that was sent to them so you can confirm it against the weight you have on the receipt.

Thanks, I'll ask them to do this tomorrow.

tsinc80697 · 2 Jun 2014 at 12:08

The retailer can not weigh the parcel as they have disposed of the packing, which they claim was a brown envelope, not folded or taped. What I sent them was a white envelope with brown tape.

Would you not question/refuse to sign when receiving a parcel that was not sealed?

Royal Mail say that all packaging must be kept for making a claim, so I can't do this as they have binned that.

edit:

Ignore the above, the moron was looking at the wrong parcel even though they have unique barcodes :| They have shown me a photograph of the package and it doesn't look damaged. So someone between me sealing the parcel with 2 cameras inside, 1 has vanished before it was opened.

tsinc80697 · 2 Jun 2014 at 12:34

Edited above post, moron was looking at someone else parcel.

tsinc80697 · 2 Jun 2014 at 12:38

I sent this - http://s28.postimg.org/v8siusbjg/ac2d5645b1229a956746247fcfb4f2c9_2.jpg

They received this - http://s28.postimg.org/nrjbfkm0d/edaa8935b92ce174d25499b88f9f727b_1.jpg

tsinc80697 · 2 Jun 2014 at 16:08

hughtrimble said:
I'm surprised that the label you sent has details of what's on the inside. Sure, it's not immediately obvious to a casual eye, but it lets the reader know that there's something of value within.

All returns I've done have simply had a return code on the front which was given to my by the seller, so no indication of what's inside at all.

Yeah, daft indeed.

The postage receipt I have is 450g, they have weighed the parcel and it comes to 392g. So 52g lower than what I sent, without the parcel being opened, odd.

tsinc80697 · 2 Jun 2014 at 16:30

tom_e said:
Surely if it was missing 50% of it's contents it should be a lot lighter than that.

The cameras weigh around 60-65g each so it does add up, or close enough, to one camera being missing.

The camera is worth about £75 and I can claim £50 from RM. It's not the money that's the issue, it's trying to figure out if worth going to trading standards. Is it going to be a complete waste of time going to TS with a his word vs mine?

tsinc80697 · 3 Jun 2014 at 14:19

I mentioned trading standards and within a couple of hours a new camera is being sent out without them "having the second camera". Coincidence eh?