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Online Order Mix up - Advice Please

  • 02-09-2009 10:54PM
    #1
    coffee_chucker
    Closed Accounts Posts: 36 ✭


    Hi,

    I'm looking for a little advice on how to handle on an online order mix up.

    On Monday, my sister ordered 18 PINK disposable poncho on my behalf. On Tuesday, she received this email.
    I refer to your order of 18 pink disposable poncho’s.
    Unfortunately these are out of stock and web site was not updated.

    I can offer you better quality poncho for the same price (normally €2.99) in a choice of
    Red, blue, green or white.

    Or offer you a full refund.

    Please let me know what you wish to do and I will make arrangements eitherways.

    My sister was busy all day in work and didn't get round to telling me about the email till late last night, anyway she was about to reply to the email today when she received another email from them
    18 Red ponchos gone in the post to you today.

    Sorry pink was out of stock.

    Is this normal behavior? She clearly didn't order red ponchos. The invoice states pink.

    I don't want red ponchos. I'm organising a hen party which involves some outdoor activities and thought ponchos would be nice novelty. Anyway, hen theme is pink not red.

    I only just found out 20 minutes ago and I'm a little annoyed. I intend on ringing the company tomorrow to sort this out. But before I ring them I would like to know what my rights are? Does anyway have an idea?

    They have already sent them in the post. If I return them and get a refund will I have to pay for the return postage?

    Is this normal online retail practice to just send an item ordered in a different colour without consulting or waiting for a reply to an email previously sent?

    I've ordered loads of stuff online before without any problems. I've never even returned an item ordered online.

    Thanks


Comments

  • #2
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    Normally they should wait for your response, telling them what to do. Refuse the delivery when it arrives, tell them to return to sender, that way you won't have to pay. Tell the seller that this is not what you ordered, and you will be refusing the delivery. Tell them to refund your payment.


  • #3
    BeardyGit
    Closed Accounts Posts: 3,943 ✭✭✭BeardyGit


    Might sound daft, but any chance the seller thought you might want something in time for Electric Picnic this coming weekend?

    The thought crossed my mind as soon as I read the thread - Would likely have thought the same if I was retailing ponchos in Ireland and I had an order for a good few this week too....

    Be nice in any case, as I reckon they were just trying to help you out, especially if they gave you a more expensive item than what you paid for initially. I know, it's not what you want, and you've every right to return them for that reason, but give them the benefit of the doubt instead of letting loose on them straight away when you phone/email to notify them.

    Gil


  • #4
    coffee_chucker
    Closed Accounts Posts: 36 ✭coffee_chucker


    Gil_Dub wrote: »
    Might sound daft, but any chance the seller thought you might want something in time for Electric Picnic this coming weekend?

    The thought crossed my mind as soon as I read the thread - Would likely have thought the same if I was retailing ponchos in Ireland and I had an order for a good few this week too....

    Good point, didn't think of that.
    Gil_Dub wrote: »
    Be nice in any case, as I reckon they were just trying to help you out, especially if they gave you a more expensive item than what you paid for initially. I know, it's not what you want, and you've every right to return them for that reason, but give them the benefit of the doubt instead of letting loose on them straight away when you phone/email to notify them.

    Thanks. I realize my original post sounded em a little narky. I was slightly freaked out after talking to my sister. I'm back down to earth now after a good nights sleep.


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