Perplexing product return issue

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Rikkitic

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#323251 11-Nov-2025 12:56

I am having an issue with a leather crafts supplier and I would be interested to know what others think of this.

I purchased a bag on-line a few months ago. When it arrived it was not the colour I had specified so I contacted the seller about this. She was very apologetic and immediately sent me the correct bag. She also sent a self-addressed envelope to return the other bag in. But this was just an ordinary envelope with no postage paid. I emailed her and said I was more than happy to return the bag, but I wasn’t prepared to pay courier post on it since I was not at fault. I said if she sent me a courier envelope I would immediately return the bag.

There was a long delay but eventually she replied and said the envelope was on its way. However, it never arrived and most likely it was never actually sent. We went back and forth a couple times and the same thing happened. Then after another long delay she wrote again and said she wanted my phone number to discuss solving the matter. I had already given my number with the order but she said there was something wrong with it.

In any case I don’t use the phone. I only have it for emergencies and forms that insist on it. I also don’t understand why this is even a matter that requires discussion. I have told her repeatedly that I will return the bag as soon as I receive a courier envelope from her. Twice she has written that one is on the way but I never received one and I suspect she didn’t actually send one for whatever reason.

I don’t want to take advantage of her. The bags are high quality and not cheap. She immediately sent me the correct bag when I pointed out that the other one was the wrong colour. She is not trying to scam me or anything but I don’t understand why she doesn’t just send me the damned courier bag! This has been going on for a few months now.

What should I do? I want to treat her fairly but I want this silly problem off my back. I am tempted to just claim the bag as abandoned merchandise but I don’t know how that works and like I said, I really don’t want to abuse the situation. I just want it over with.

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#3433337 11-Nov-2025 13:21

For the sake of what $10 or what ever it is I'd probably just sort out returning it after a couple of months - or package it leave it at the door and ask her to sort a courier pick up.

While you personally don't use your phone, most do and it's not unreasonable for them to ask you to take a call - IME something that takes 5 emails can usually be sorted in a 1 min phone call.

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#3433351 11-Nov-2025 14:11

You might not use your phone (much), but surely you could switch it on and call her?

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MikeB4

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#3433362 11-Nov-2025 14:32

Personally I would send her one last email saying that you will send it back when a prepaid courier bag arrives and that this email is the last communications. Put the incorrect bag in a cupboard and forget about it and only deal with it if and when the supplier does their job. You have given them more than enough attention and your time its up to them now to sort it out. Its time for you to enjoy the rest of spring and summer.

Here is a crazy notion, lets give peace a chance.

KiwiSurfer

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#3433385 11-Nov-2025 14:58

lxsw20:

While you personally don't use your phone, most do and it's not unreasonable for them to ask you to take a call - IME something that takes 5 emails can usually be sorted in a 1 min phone call.

I hate phone calls when an email should have been more than enough -- and this is a perfect example of a case that could have been sorted out by email only. I'm with the OP here.

Rikkitic

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#3433386 11-Nov-2025 15:06

lxsw20:

For the sake of what $10 or what ever it is I'd probably just sort out returning it after a couple of months - or package it leave it at the door and ask her to sort a courier pick up.

While you personally don't use your phone, most do and it's not unreasonable for them to ask you to take a call - IME something that takes 5 emails can usually be sorted in a 1 min phone call.

Regarding your first statement, I have already done this. It is packaged and ready to go and I have repeatedly asked her to sort a courier, either by sending me a courier envelope or having a courier pick it up. It is ready to go and has been for months.

As far as the phone goes, you shouldn't assume everyone does everything the same way. I am elderly and I am not comfortable using the phone. I can if I have to, but I find it difficult. More importantly, email leaves a clear written record of everything stated by both parties so there can be no dispute over who said what. I find this valuable and it also avoids misunderstanding. In any case, there is no need or justification for a phone call. What has to be discussed? I have repeatedly told her that the bag is ready to be returned and all she has to do is send me the courier bag. She has my address. My question is really how long should I let this carry on and what are my rights or obligations? I am not disputing that the bag is her property. She just has to collect it.

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gregmcc

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#3433420 11-Nov-2025 16:36

They way I see it, send an email back, confirming your postal address for the prepaid courier bag/box or whatever. Advise that if not received within 2 weeks that the bag will be considered their gift to you in lieu of the runaround they have given you.

key thing is to put a timeframe on it so that you have documented what will happen after that.

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lxsw20

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#3433461 11-Nov-2025 18:37

I think you can work out the options, its up to you which one you take.

Rikkitic

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#3433510 11-Nov-2025 18:45

lxsw20:

I think you can work out the options, its up to you which one you take.

Sure, as I said, I was interested to know what others think. I don't believe I am being unreasonable here but it doesn't hurt to get other opinions. If that woman ever does send me a courier envelop I will immediately return her bag. Otherwise I suppose I will hang onto it forever.

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gzt

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#3433512 11-Nov-2025 18:57

There may be some other problem sending the bag easier to figure it out on the phone in 3 min vs some complicated explanation in email that won't be read or will be read into the wrong way. I can completely understand your reluctance to take a call. There's always the possibility it will be some stressed person giving a long explanation with the purpose of browbeating you into paying the 10 bucks or some other silly thing.

My money is on a reasonable explanation and proposal from someone who is trying to do the right thing or figure out a compromise that works. Seeing they've already committed twice and there is goodwill my money is on that. It's likely some problem weird problem with the courier process. Imo something like that. Or something simple like it costs a bag to send you a bag so the person will just ask you to send and then credit the cost instead.

I completely understand the not wanting to take the risk and potentially expose yourself to very unnecessary stress and pointless runaround is always stressful like that.

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#3433620 12-Nov-2025 07:29

KiwiSurfer:

lxsw20:

While you personally don't use your phone, most do and it's not unreasonable for them to ask you to take a call - IME something that takes 5 emails can usually be sorted in a 1 min phone call.

I hate phone calls when an email should have been more than enough -- and this is a perfect example of a case that could have been sorted out by email only. I'm with the OP here.

Im another that would rather email as well as I hate phone calls with strangers, however this is clearly an Occassion when a phone call would have easily sorted things in a few minutes via a conversation, no doubt in less time than it takes to take part in a forum post.
OP states they find phones difficult but yet can easily navigate a website to complain about said event, maybe they have a disability or similar that makes a call difficult but surely could rope in a surrogate to take the phone call instead?
Where there is a means there is a way, and I do not believe the seller wishing to facilitate a phone call rather than email is unreasonable, if OP is worried about a paper trail then make notes during/after the call.

networkn

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#3433644 12-Nov-2025 08:59

For $10 I'd throw on a courier and move on with your life. Sometimes things are about the principle, this doesn't really feel like the hill I'd want to die on. The bags are good quality, she sent you a replacement. There is obviously a challenge for her in getting you the courier bag, and this small act of kindness would likely make a bigger difference to her than $10 would make to you.

Sure, it's not 'your' problem, sometimes we just do things to help others.

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Rikkitic

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#3433649 12-Nov-2025 09:39

Interesting responses. Thank you all. I am glad to know what others think but I do not feel like I am in the wrong here. This is not a private transaction between individuals. The person I have been dealing with represents a sizable commercial enterprise. I won't mention the name for privacy reasons but this is an established business that sells bags and other things.

I did nothing wrong here. The company was at fault when they sent the wrong bag. They immediately rectified that and sent the right bag, which I acknowledged and appreciate. They also sent a return envelope for the bag, but it had no postage. I could have just mailed it back but it is an expensive object and I didn't want to risk that. I communicated with the person responsible and asked them to send a courier bag. They said one was on the way but I never received anything. After several weeks they got in touch again, I repeated my offer, they again said a courier bag was on the way, but I never received anything. From the tone of the statements I have the impression nothing was ever actually sent but I don't know that for certain.

Whether it is $10 or $100 I don't see why I should have to pay for their mistake. As soon as I receive a courier bag I will return the item. That should be straightforward enough.

As far as my phone habits go, that is my personal business and I should not have to justify it to anyone. This person has already communicated several times by email so it is obviously not beyond her capacity. Her command of English is excellent. Anything she wants to say she can say in writing.

Apart from that I do not understand what my ability to post in a forum has to do with my dislike of phones or why I should have to make arrangements to accommodate this person's desire to talk to me. She has email. So do I. It is a perfectly feasible means of communication.

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Eva888

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#3433703 12-Nov-2025 10:28

Write and tell her you have hearing issues thus prefer email. Stress that you have asked for the return courier a number of times and are not prepared to repeat the same communication over and over. Please just send the courier bag for the return!

Then forget about it unless it happens.

trig42

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#3433712 12-Nov-2025 11:33

The supplier should even be able to email a courier label PDF(assuming the OP has a printer)?

Or, send a courier ticket by mail/courier.

It isn't that hard.

Whilst I wouldn't want to die on that hill, I agree that the supplier should sort it. I wouldn't want to pay $10 to fix a mistake totally not of my making.

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#3433730 12-Nov-2025 13:36

Rikkitic:

As far as my phone habits go, that is my personal business and I should not have to justify it to anyone. This person has already communicated several times by email so it is obviously not beyond her capacity. Her command of English is excellent. Anything she wants to say she can say in writing.

Apart from that I do not understand what my ability to post in a forum has to do with my dislike of phones or why I should have to make arrangements to accommodate this person's desire to talk to me. She has email. So do I. It is a perfectly feasible means of communication.

So in summary, you asked what people think you should do, and are now upset because people told you what they think you should do?

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