In trying to resolve an issue with a retailer via email, the latest response from this retailer states that “Any further emails will be charged at a hourly rate of $65 per hour.” The issue is that an order was placed but the product delivered for pick up was not suitable and the retailer was to rectify the suitability (which they did not). The deposit paid for the order was retained by the retailer who refuses to refund it. They are offering pick up of the (unsuitable) ordered item with the remaining balance plus an unstated admin fee amount. What and when can retailers charge an admin fee and what amount is excessive? Thanks
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It looks like it is a change of mind, because the product was not suitable. In the case of a change of mind, these are subject to the terms and conditions of the retailers change in mind policy. Retaining a deposit isn’t unusual in such case. They can a potentially also charge an administration fee, but one would usually hope that it would be covered by the retained deposit. Usually deposit retention is to cover any costs the retailer may have in relation to a change of mind.
If you are trying to pursue the return under the Australian Consumer Law or think it is your right to have it returned, this isn’t necessarily correct and may be why the retailer appears to responding with claims of additional costs.
If the product you ordered was different to that which was to be picked up, then this is something which you have a right to request a replacement for what you have ordered or a refund should the product you have ordered not be available. If you found that on pick-up the product was what you ordered but found it unsuitable for some reason (such as it didn’t fit in the car), then this is change of mind and the retailers change in mind policy applies.
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Not a change of mind, the product ordered was not as ordered as a part didn’t fit and they had agreed to get it changed. They don’t have any terms and conditions or policies anywhere .
Please name this company. I think their behaviour is outrageous- $65 per hour to discuss the problem! This is an appalling lack of customer support.
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Was the item ordered in person, and were you given a copy of the order as confirmation plus a receipt for the deposit?
