Am I being unreasonable?

[Reikimaster]

I placed an order for something, the good were delivered but with 1 major component incorrect but usable.

The supplier agreed it was incorrect and sent a replacement (which unfortunately was faulty) but due to my father being unwell I was unable to fully retest and return it quickly, (however they were informed it was faulty immediately)

Now that I have returned the faulty item they are insisting that I have to also return the original incorrect component before they will ship the correct part to me.

This will leave me with around 4 grand worth of unusable stuff for an unknown time (but estimated to be at around two weeks) .


I think this is outrageous and they should send the correct working part, as they originally agreed, so that I don’t have any down time.

So I ask again.
Am I being unreasonable?

[fatlaz]

I would say no to be fair. It is their error so why should you be left out of pocket or with an unusable lump of stuff, be what it may, until they get round to correcting their mistake.

[Frankie Price]

What they should do is send you the correct part on a 30 day invoice and then give you a full credit for that invoice once they have received the wrong part back from you. This is their mistake and if they value their customers they should offer to collect the part from you at their expense.
The problem is though retail sales made up from multiple individual parts are not easy to adjust for value and stock once a transaction has taken place and is paid for at the point of purchase.
So I think you are in the right on this one.

[Stesh]

No your not being unreasonable.
As the other half just brought a drysuit from Seaskin and they had accidentally put the wrong type of inflater valve on it.
One phone call later and they where sending me the right inflater out in the post with and SAE inside to put the other in to send back to them.
That's exactly what this firm your dealing with should be doing or they get a shite name for themselves.

[fatlaz]

Are we lining up for another name and shame session

I take it you have had normally good service before this though as you didn't go straight for the jugular

[Mr_Brown]

no i dont think so. tell them what you think of them.

right first time. when it comes to ordering stuff.

[Finless]

My company has a 'no quibbles' returns policy but we do wait for the returned item to be received back before sending anything new out. Having said that, if there was a complaint from the customer about this we would certainly listen.

Why don't you ask them to send it so that the courier collects the return item at the same time as he makes the delivery?

[TerryH]

Going on all the other posts you might not like this.

You must have had a dialogue with the company to agree on faulty parts,
replacements etc, etc. If so why didnt you ask what was the returns policy
and if they wanted the incorrect part back? You knew it was in effect a
loan, so IMO should have asked.

But .............

The company isnt exempt from this. They also had the opportunity to
remind you to send the part back back and failed to do so.

So. I reckon it's 50/50.

[MarkP]

Originally Posted by Finless

My company has a 'no quibbles' returns policy but we do wait for the returned item to be...

You...actually...work?

How do you find the time?

[Stesh]

Originally Posted by MarkP

You...actually...work?

How do you find the time?

Remploy are a very understanding and caring employment service.