Littlewoods Return/Refusal of goods

MistyCheese

I ordered from Littlewoods before Christmas. On the website it said I could expect delivery on Wed 22 - Thurs 23 Dec. I got a phone call from a delivery driver on the Monday asking for some help finding my place but I wasn't at home that day. I told him this and he said he'd bring it back to the depot in Ballymount for now and delivery could be re-arranged for the following week. This was no good as I was going to be away for Christmas so he said maybe I could collect it from the depot. This suited me a lot more than waiting in for delivery.

Then on Monday night it snowed. I tried to ring the depot on Tuesday and on Wednesday but got no answer. I got a phonecall on New Year's Eve from another delivery driver trying to find me but I was still away visiting family so couldn't take delivery then either.

At this point I want Littlewoods to just take the goods back. Does anyone have any experience in doing this? Did you have any problems or did Littlewoods accept them easily? I returned something before and Littlewoods claimed they couldn't find the item I returned so they still charged me €43 for an item I spent €6 returning to them. This order is already on my account and I am being charged for it.

Bottom line: Can I contact Littlewoods to tell them I have changed my mind and do not want my order?

star.chaser

Generally, you have to have a reason other than you "changed your mind".
Can you imagine the kaos if retailers accepted returns because someone changed their mind?

jor el

MistyCheese wrote: »

Bottom line: Can I contact Littlewoods to tell them I have changed my mind and do not want my order?

Bottom line; do that and see. They don't have to accept it, but if you keep refusing delivery then the delivery company will probably send it back. They may charge you a fee for re-stocking, and they'll quite probably still charge you the delivery cost.

pleasant Co.

Distance Selling, irish law: http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_selling.html

Might be of some help to you, you may be overdue on that cooling off period though.

MistyCheese

Thanks to all for taking the time to reply.

star.chaser wrote: »

Generally, you have to have a reason other than you "changed your mind".

I could give my reason as "Was expecting goods to be delivered in less than a month."

star.chaser wrote: »

Can you imagine the kaos if retailers accepted returns because someone changed their mind?

A lot of retailers do accept returns, with reciept, within a certain timeframe without asking for a reason. Argos for example will accept returns within a 30 day period without a fuss.

I can imagine the choas that would ensue if a retailer was told by their supplier that they would have thier order on the 22nd of one month and still hadn't recieved it by the 10th of the following month.

jor el wrote: »

if you keep refusing delivery

I never refused delivery.

Mactard wrote: »

Might be of some help to you, you may be overdue on that cooling off period though.

I think a cooling off period begins when you accept the goods. I haven't recieved anything yet.

Thanks again. I hope I've clarified my position here. Next step is to contact Littlewoods directly and ask them to take the goods back. In the meantime if anyone has experience with refusing to accept a very late order I'd be interested to hear how you got on with it.

jor el

MistyCheese wrote: »

I never refused delivery.

They rang you, and you said you weren't available, that's a refused delivery. Besides that, it wasn't meant as a bad thing. If you refuse delivery, they'll return it to Littlewoods for you. Distance selling cooling off is the way to go when contacting Littlewoods, but you will be liable for the shipping costs.

MistyCheese

That's disappointing. I didn't refuse delivery, I was unable to take the delivery due to the fact that I wasn't there! Surely they can't count it as refusing delivery when they show up unexpectedly and I'm not there?

Well, thanks again for replying. Worst case scenario I accept the goods and send them back as a return.

jor el

MistyCheese wrote: »

Surely they can't count it as refusing delivery when they show up unexpectedly and I'm not there?

Working days, hardly unexpected for a delivery. They don't work on your timetable.

MistyCheese wrote: »

Well, thanks again for replying. Worst case scenario I accept the goods and send them back as a return.

Or you just refuse them, and they go back automatically, like I said.

star.chaser

MistyCheese wrote: »

I could give my reason as "Was expecting goods to be delivered in less than a month."

And they could say they have no control over the weather or that they were expecting you to be at home when they were in the area. Many online retailers advise in the website terms and conditions or user agreement that customers should allow up to a month for delivery. Credit Card companies also believe delivery within a month is acceptable.

A lot of retailers do accept returns, with reciept, within a certain timeframe without asking for a reason. Argos for example will accept returns within a 30 day period without a fuss.

One of Argos USP's. Not too many others willing to do it.

AlwaysAmber

Just be careful that most companies make a difference between refusing delivery and returning goods. If you refuse the goods, you can still be liable for postage (both ways) and a restocking fee. If you return them, it's down to the companies return policies as to who pays return postage, but the customer would normally be expected to pay return postage.

Gamesnash.ie: Pat

star.chaser wrote: »

Generally, you have to have a reason other than you "changed your mind".
Can you imagine the kaos if retailers accepted returns because someone changed their mind?

Actually that's a perfectly valid reason and is a legal right under distance selling regulations. Online retailers have to accept returns for change of mind if the goods are returned within the 7 day cooling off period (which starts from when the goods are delivered to the customer) The customer returning the goods is liable for the return postage costs.

star.chaser

Gamesnash.ie: Pat wrote: »

Actually that's a perfectly valid reason and is a legal right under distance selling regulations. Online retailers have to accept returns for change of mind if the goods are returned within the 7 day cooling off period (which starts from when the goods are delivered to the customer) The customer returning the goods is liable for the return postage costs.

really. can you post some links to support this? preferably from the website of some state or semi state body rather than a commercial site where it's the policy of the individual company.

pleasant Co.

star.chaser wrote: »

really. can you post some links to support this? preferably from the website of some state or semi state body rather than a commercial site where it's the policy of the individual company.

Here's what I posted earlier in this thread, the link in that post should sort you out

Mactard wrote: »

Distance Selling, irish law: http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_selling.html

Might be of some help to you, you may be overdue on that cooling off period though.

Gamesnash.ie: Pat

star.chaser wrote: »

really. can you post some links to support this? preferably from the website of some state or semi state body rather than a commercial site where it's the policy of the individual company.

Are you seriously asking me this ?

As an internet retailer I'd dearly love it were not the law as it costs us every time this happens.

Earlier in the thread Mactard linked to this ...

The relevant piece is quoted below.

Cooling-off period

Consumers are entitled to a cooling-off period of 7 days, which begins on the day that they receive the product. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded or the day written confirmation of the contract was received. During the cooling-off period, the consumer can cancel distance contracts without giving a reason and without incurring charges or penalties other than possible charges incurred in returning the goods. If a supplier fails to provide written confirmation, the cooling off period is extended to three months from the date the goods were received or the contract for the provision of services was completed.
Upon cancellation, the distance seller is obliged to reimburse the consumer within 30 days. Once the contract is cancelled, any credit agreements entered into at the time of the contract will be cancelled as well.

Edit Mactard beat me to it

pawrick

my recent Littlewoods experience:

Bought a dress for my GF for her birthday at xmas.

I had difficulty with the delivery - I was home so for the week it was due so thought that would be fine. Unfortunately the delivery guy couldn't seem to get in my gate and never thought to call me or leave a note.
I was keeping an eye on line and thought I should have received it by then so I rang the customer service number online - was asked why I rang that number? I explained that was the only number there was and that the delivery company didn't have one on the order status. After that my experience was perfect. The guy rang up the company and had them deliver the next day - they just gave me a shout on the mobile when they were outside (they could have tried the working intercom on the gate)

Now birthday etc. is over and the gf has decided that she doesn't feel right in the dress? i.e. she doesn't like it. She rang them up about 30 mins ago to see if she can return it - they said that's fine, I have it over a month, never took the tags off it etc. that's not a bad experience now, I'm very surprised they said they'd take it back.

star.chaser

Gamesnash.ie: Pat wrote: »

Are you seriously asking me this ?

I'm talking in general terms. Go into any shop in town, buy something and come back a few weeks later telling them you've "changed your mind" and see how willing they are to refund you.

you'll be lucky not to get a kick up de howill

Cooling-off period

Presumably, this only applies to irish internet retailers

jor el

star.chaser wrote: »

I'm talking in general terms not internet retailers.

But the thread and legislation is about Internet retailers, and that's what you asked about (distance selling). There is no right to return non-faulty goods to a high street retailer.

star.chaser

the thread wasn't specifically opened about "internet retailers" and neither did i ask for any information about "distance selling".

28064212

star.chaser wrote: »

the thread wasn't specifically opened about "internet retailers"

Correct, it was specifically opened about one internet retailer

star.chaser wrote: »

and neither did i ask for any information about "distance selling".

Ehhh...

Gamesnash.ie: Pat wrote: »

Actually that's a perfectly valid reason and is a legal right under distance selling regulations....

star.chaser wrote: »

really. can you post some links to support this?

That's exactly what you asked for

Gamesnash.ie: Pat

I'd also point out that the thread is in the online buying and auctions forum.

MistyCheese

star.chaser wrote: »

I'm talking in general terms. Go into any shop in town, buy something and come back a few weeks later telling them you've "changed your mind" and see how willing they are to refund you.

Sure, maybe if you walked into a shop and walked out with a product. But what about if you walked into a shop and they told you they'd have to order your item? How long would you wait before you called them and told them to cancel the order as you're tired of waiting?

star.chaser

MistyCheese wrote: »

How long would you wait before you called them and told them to cancel the order as you're tired of waiting?

It would depend on how bad i wanted it and the availability of it elsewhere. Anyway, we're getting off topic now. Lets try to get back on subject.

MistyCheese

Back on topic - I asked Littlewoods to take the goods back, they did and 14 days later my account was adjusted to remove the charge for the order I didn't receive.

micheal_hunter

unless you like being robbed and treated like a piece of $&%£ AVOID LITTLEWOODS

Max Power1

star.chaser wrote: »

Presumably, this only applies to irish internet retailers

There is similar legislation in the UK called DSR (Distance Selling Regulations) which allow a buyer return an item within 7 days at their own cost, for a full refund including the initial postage only.