Returning an item (lens) by post which I say is faulty, but the store says isn't .....

pitkin2020 said:
you closed the dispute before you received the refund?? Not a great move if thats what you have done to be honest as paypal will now see it as resolved, you send the lens back and they decide to stick two fingers up at you then you will have no chance of a refund through paypal
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:agree:
 
just to add the fact they weren't responding to the paypal dispute process would have worked in your favour not theirs. I do hope you get a refund but now its based purely on their good will to do the right thing, which by the sounds of your interaction with them so far doesn't give you much hope
 
pitkin2020 said:
just to add the fact they weren't responding to the paypal dispute process would have worked in your favour not theirs. I do hope you get a refund but now its based purely on their good will to do the right thing, which by the sounds of your interaction with them so far doesn't give you much hope
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The issue of the refund was never in question, it was only ever the postage charges that were the problem. They have stated ( and I have it in 2 separate emails) that they will provide the refund on receipt of the lens. So I will hold them to that. Obviously should an issue arise with a £540 refund then it would be a case of immediate legal action.
 
the thing is if you had followed through with paypals dispute process they may have made the decision for a refund including postage charges, which they would have refunded themselves and chased the seller you wouldn't have had to do anything. legal action would be the way to go but you could have reduced the risk and saved the hassle by letting paypal deal with as you used their services. Just hope you get the refund and they don't claim the lens is different or damaged upon receipt
 
EspressoJunkie said:
The issue of the refund was never in question, it was only ever the postage charges that were the problem. They have stated ( and I have it in 2 separate emails) that they will provide the refund on receipt of the lens. So I will hold them to that. Obviously should an issue arise with a £540 refund then it would be a case of immediate legal action.
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Good luck with that.
 
EspressoJunkie said:
Well the Director replied with the same response that the lens in their opinion was correct.

Im done with it all so I'm just going to take the hit and pay the return postage.

I don't know what worries me more though, the complete lack of customer service, or the fact that they consider such a terrible copy of the lens to be acceptable.

Certainly a company, and possibly a lens to avoid.
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If something is too good to be true there is normally a reason for it. If I was saving £160 I would not be surprised at poor customer service.
 
The Distance Selling Directive does not provide for refunding of postage (link) when you change your mind and return goods, that was something implemented in the UK by the Distance Selling Directive above and beyond the directive. The relevant jurisdiction is defined in the contract - almost certainly Poland, so Polish law is the relevant one not UK. But as you maintaining that you're returning faulty goodsand not just changing your mind, the DSR/DSD is not the relevant legislation anyway.
 
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