What are my rights - Refund for Non-Delivered Goods?

Forums › Off topic › What are my rights - Refund for Non-Delivered Goods?

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#1100774 2-Aug-2014 18:24

What's the tldr on this?

Jase2985

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#1100777 2-Aug-2014 18:27

brought something, not in stock, in stock, shipped to different store, went to pick up, not in stock, in stock, decided didnt want due to doing research and customer service, asked for refund, told 20% restocking fee, thread on geek zone, trying to see if consumer will touch it.

Krishant007

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#1100779 2-Aug-2014 18:30

Jase2985:
Krishant007: Oh I actually have not had the time to go pick it up since that first weekend. I finally got some time out this weekend to sort this out. Since then they have not been in touch or anything. If their after sales service is so horrible, I just dont want to know how bad their warranty service would be! And from reading about Smeg - I think it might have issues in the future..

thats something you read about before buying something not after, thats why you should do research

sounds very much like buyers remorse mixed with poor customer service

you also said in your first post they offered delivery??

Oh i did read up about SMEG - they apparently got the number 1 in consumer.org rating in nz - i thought how bad can it be. But one of the earlier forums on here (someone else asking about a dishwasher) and then others started writing about Smeg.

They offered me free delivery AFTER i inquired about the refund process.

gzt: What's the tldr on this?

What do you mean TLDR?

sdav

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#1100783 2-Aug-2014 18:36

Looking at it unemotionally and from the stores side... Just to be devils advocate....

The fact you don't like it anymore after your purchase is kind of irrelevant. You could have done that research earlier.

You have been mucked around most certainly, but they did offer free delivery to compensate and a couple of weeks late is not a massive delay compared to months in some cases. The fact you are not available much is not really the stores problem either (which is where the free delivery should suit everyone).

The store screwed up saying you could have a refund and then changing their mind....

But yeah, that's my take - not saying I would be super pissed off, that is average service. But they eventually did offer you a fair resolution IMO.

Krishant007

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#1100785 2-Aug-2014 18:39

sdav: Looking at it unemotionally and from the stores side... Just to be devils advocate....

The fact you don't like it anymore after your purchase is kind of irrelevant. You could have done that research earlier.

You have been mucked around most certainly, but they did offer free delivery to compensate and a couple of weeks late is not a massive delay compared to months in some cases. The fact you are not available much is not really the stores problem either (which is where the free delivery should suit everyone).

The store screwed up saying you could have a refund and then changing their mind....

But yeah, that's my take - not saying I would be super pissed off, that is average service. But they eventually did offer you a fair resolution IMO.

They actually only offered that after I asked for the refund process (I asked them yesterday about it and they emailed this morning saying we will ship it free).

mattwnz

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#1100788 2-Aug-2014 18:44

A little off topic, but a life hack to to get your goods shipped for free, is ask for the retailer to get the item shippedt directly to you from the supplier, rather than the supplier shipping it to the retailer first. I was told that life hack by a retailer. It may not work for really large items that need fork lift, but that would be quite rare. Most goods can be carried by two people off a truck. Also it won't work if the retailer already has the goods instore..

sdav

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#1100790 2-Aug-2014 18:46

Krishant007:
sdav: Looking at it unemotionally and from the stores side... Just to be devils advocate....

The fact you don't like it anymore after your purchase is kind of irrelevant. You could have done that research earlier.

You have been mucked around most certainly, but they did offer free delivery to compensate and a couple of weeks late is not a massive delay compared to months in some cases. The fact you are not available much is not really the stores problem either (which is where the free delivery should suit everyone).

The store screwed up saying you could have a refund and then changing their mind....

But yeah, that's my take - not saying I would be super pissed off, that is average service. But they eventually did offer you a fair resolution IMO.

They actually only offered that after I asked for the refund process (I asked them yesterday about it and they emailed this morning saying we will ship it free).

What did they say when you pointed that out?

It's a hard one. You could take it to the disputes tribunal but I'm not sure how far it would go and if you don't have time to collect the machine getting ready for that might be a mish. Just keep pushing for a refund if you really want it and then take it to the disputes tribunal or ask consumer for advice. About all I can suggest really.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

gzt

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#1100797 2-Aug-2014 18:59

Jase2985: brought something, not in stock, in stock, shipped to different store, went to pick up, not in stock, in stock, decided didnt want due to doing research and customer service, asked for refund, told 20% restocking fee, thread on geek zone, trying to see if consumer will touch it.

If OP paid by credit card then call bank and get the refund. No goods no pay. If other payment method explain it one more time to the store, advise you will be heading to DT. Then head to DT and return to store to drop off a copy of your DT registration.

Jase2985

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#1100799 2-Aug-2014 19:03

the goods are there waiting pickup now so that's a moot point

mattwnz

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#1100800 2-Aug-2014 19:13

If they initially offered a refund and didn't mention any fees, then the OP could ask for that. But I believe the store is entitled to recover costs, but probably should have mentioned those when offering the refund after they made that mistake. But apart from the initial error, and not offering intially to then ship it to the OP due to the inconvenience, it does sound more like a change of mind. The OP could always always order another brand of DW instead, if they are not happy with that brand? Also consumer will only look at anything if you are a member, but I think in this case the store has probably come up with a reasonable solution, eg delivering what was ordered at no additional cost to the OP. They however probably should have offered that delivery initially, because if they had, this thread would probably have been a non issue.

networkn

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#1100810 2-Aug-2014 19:16

I think you are being a little over the top. A mistake was made, you demanded compensation, they have offered you some by way of free delivery.

People make mistakes. Kitchen things are a reputable firm, we have spent $15K + with them over the years. People make mistakes.

My advice, take a deep breath, accept their delivery, enjoy your new dishwasher.

You could waste a lot of time and effort for little or no extra gain.

mattwnz

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#1100838 2-Aug-2014 19:51

networkn: I think you are being a little over the top. A mistake was made, you demanded compensation, they have offered you some by way of free delivery.

I agree. Although I think the OPs point was that they had to fight for the free delivery, as it doesn't sound like it was offered until they requested a refund. When I think it really should have offered it at day one when the mistake was made, to prevent them having to come back a second time to pick it up. The stores current offer though is reasonable I think. Also there are always two sides to every story.

networkn

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#1100848 2-Aug-2014 20:24

mattwnz:
networkn: I think you are being a little over the top. A mistake was made, you demanded compensation, they have offered you some by way of free delivery.

I agree. Although I think the OPs point was that they had to fight for the free delivery, as it doesn't sound like it was offered until they requested a refund. When I think it really should have offered it at day one when the mistake was made, to prevent them having to come back a second time to pick it up. The stores current offer though is reasonable I think. Also there are always two sides to every story.

Yup. My post wasn't to criticize the OP, I think they should have been a little more flexible right up front and this would have saved a fair amount of hassle on both sides, people seem to forget a lot of retailers are working on tiny margins and so are more likely to push back on requests
for additional value after the sale.

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#1100851 2-Aug-2014 20:26

you should have gone there straightaway when they offered a refund!

gzt

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#1100920 2-Aug-2014 23:45

Krishant007:Just wanted to post a question and get some advice on what you guys think are my rights as a consumer.

Krishant007: Paid in full over the phone and got emailed the invoice.

If you paid in full over the phone then I'm guessing you used a credit card. From here it looks pretty simple to me. #1 they did not advise you of any restocking fee during the order process. #2 they did not achieve the contracted delivery date (peripherally causing some small inconvenience).

Your rights are these. Therefore on #1 there is no obligation to pay the restocking fee. Therefore #2 there is no contract obligation to proceed with the sale (accepting goods).

In practical terms now,#2 You do not have the goods in your possession therefore seller would be in the wrong to keep your money. Credit card company will do the chargeback on the basis that you do not have the goods in your possession and never did. Yet seller is refusing a refund.

Of course now you have selected the goods and they are offering a free delivery you may wish to accept and just get the job done! ; ).

Edit: Btw, a chargeback event will cost the seller money. If you explain the situation to the seller and say this is the course of action you plan to take and you would like to give them an opportunity to process the refund, that is a sensible thing to do. If they agree then it lesser cost for them, and lesser inconvenience for you.

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