Returned item "lost"

tsinc80697

tsinc80697

tsinc80697

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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 said:
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.
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Do you still have the receipt with postage? It should show the package weight in there which might help prove your case?
 
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).
 
I'd guess you'd have to deal with Royal Mail for the missing camera. Did you have enough coverage for insurance? I recently had a similar issue with something I sold to someone on a forum. Part of the package didn't arrive so I had to get Royal Mail to compensate me.
 
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?
 
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.
 
You waited an entire month before sending two faulty products back? Plus even with having sent them back, its been nearly another month again since then.

Perhaps this is a small, dishonest retailer who is attempting to cover their losses by being deceitful, but if something is faulty, you should get it sent back straight away, they pay the shipping and if they can't get you a replacement, take your money back and go elsewhere.

If you had shipping insurance that covered the value, you could try that route, but given it was delivered and likely signed at the correct address, I doubt that will get anywhere, as it likely has to be a tampered package that the recipient refuses delivery of.

Your only other option is go to your credit card company, provided that is how you paid them. They will likely want you to try and resolve this with the retailer first though.

I hope you get a good outcome, but in future, if you have a problem, send it back asap.
 
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.
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Thanks, I'll ask them to do this tomorrow.
 
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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.
 
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You said you have pic of what you posted.... if they say its a diff parcel then its clear they are being scummy and trying it on. Threaten Trading standards if i were you.
 
Hmmm well its the same package thats for sure.

I guess its either a dodgy postie or a dodgy trader.

I think you may have to suck this one up if hes got rid of packaging.... then again he should have kept it when he realised an item was missing.
 
Did you ask them to weigh what they received to prove one has gone missing? Guess that doesn't really help much as it looks like you're going to have to claim from Royal Mail. At least if they can give you photographic evidence of the received weight it should help when claiming from Royal Mail.
 
alx said:
Did you ask them to weigh what they received to prove one has gone missing? Guess that doesn't really help much as it looks like you're going to have to claim from Royal Mail. At least if they can give you photographic evidence of the received weight it should help when claiming from Royal Mail.
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Indeed. This is your best bet.
 
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.
 
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.
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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.
 
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