WRONG ITEM SENT TO CUSTOMER
Recently I bought clothing from Rivers. 19 days after I paid, the goods were delivered. One item was not included. After a few emails that shirt’s price was refunded. Rivers could not explain why it was not included. They offered me to buy it again and naturally pay again for delivery. I declined. They then offered a voucher for “free” delivery, so long as I spent $15 more than what the shirt cost. If I didn’t spend the extra $15, I would have to pay for delivery.
I also found one pair of pants were the wrong size. Both my order (as confirmed in writing by the vendor when I paid) and the company’s “warehouse slip” included in the package shows my size (which I ordered and paid for), yet another size was sent.
After many emails it is clear that to get a refund for Rivers’ error, I must:
- travel to the post office
- buy at my cost a courier bag
- wait in line to lodge the courier bag containing the pants (at least they sent me a label to cover the postage)
- return to my place of work
I estimate the above would take 45 min to 1 hr, given the walk and crowds in the post office and as I am paid by the hour, I will lose wages.
When I complained to Rivers saying (1) I do not have to waste my time to correct your error. Why don’t you collect the item from me, after all you delivered to me and (2) here’s an idea Mr Rivers: send me a pre-addressed courier bag as I can’t see why I must pay for a bag to return what you sent in error. And thanks for confirming that the pants in the size I paid for is no longer in stock. Was it ever?
No reply from Rivers.
I spoke to my bank and asked for a chargeback for the cost of the pants as I did not receive what I paid for. I advised the bank that Rivers is free to collect the item at its leisure from me or allow me to return it by mail at zero cost.
The bank is looking into the matter.
Should I do something different?