Guest article from Resolver.
From lizards in crisp packets to overbooked flights, we hear about all sorts of perplexing problems here at Resolver.
Over the last couple of years, a few particularly problematic areas have popped up – and online shopping is one of the big ones!
Here’s our breakdown of the top five things our users complain about when it comes to online shopping – and what to do when things go wrong.
1. My order never arrived
If you’ve ever bought anything online, you’ll know there’s nothing worse than waiting in for an order that never arrives.
We hear from loads of consumers who don’t know where to turn when their order doesn’t turn up, as there’s quite a bit of confusion around whether it’s the retailer or the courier who’s responsible for making sure you get your deliveries.
Basically, if you’ve bought things online then you should expect the online retailer to get things sorted. When you paid for their stuff, you entered into a kind of contract with them – not the courier. This means that the retailer has certain obligations when it comes to getting your purchases to you – and they can’t tell you to take things up with the courier.
You can normally expect the retailer to replace the missing order. Some companies are better at this than others – so keep on their case if they’re being rubbish about it!
If you’ve paid via credit card, there’s even more good news! You may have heard of ‘Section 75’. This sounds like a secret government agency, but is actually a nifty piece of legislation that helps you get your money back when you’ve bought something on a credit card and something goes wrong.
Section 75 of the Consumer Credit Act lets you claim back goods that cost between £100 and £30,000. This refers to the total cost of the things you’ve bought – meaning you can use it if you’ve paid any amount of deposit on a more expensive thing. For example – if you were to use your credit card to pay a £1,000 deposit for a kitchen costing £12,000, your rights let you claim back the full £12,000 (as this is the total value of the order and is between £100 and £30,000).
2. My order turned up, but it was faulty
You should never have to put up with faulty goods – and the Consumer Rights Act 2015 protects you here.
If you’ve bought anything online, whether it’s Lego or a new fridge, you should expect it to arrive fit for purpose and as expected. The Consumer Rights Act gives you a 30-day time period to reject any faulty goods (starting from when you take delivery of them). You can send them back for a full refund.
After 30 days, the retailer gets a chance to either replace or repair the product. If they still can’t do either, you’ll be due either a full or partial refund.
3. My order was delivered late
Nothing sucks like finding the perfect gift online, only to have it arrive too late for the event.
Luckily, you do have some rights here. If you’ve bought anything online, there’s a 14-day cooling-off period. This means that you’ve got 14 days to cancel your order for a full refund – and you don’t have to give an explanation.
If the retailer didn’t give you a set date for the delivery, the law says you get 30 days to cancel the order and claim a full refund!
If you do decide to return an item to a retailer for a refund under these rules, they have to refund you within 14 days of getting the item back.
While you won’t normally get extra compensation for a late delivery, you should expect to at least get the cost of any special delivery service back. It’s always worth getting in touch with the retailer, just in case they decide to offer you anything extra as a gesture of goodwill.
4. I’ve returned a faulty item but haven’t received a refund
Unfortunately, we hear from quite a few people who’ve found that online retailers have been pretty slow when it comes to processing refunds.
Normally, a retailer should refund all your money within 30 days of you cancelling an order. If they don’t do this, it’s worth getting in touch to find out why. This is especially true in busy periods around Christmas – we’ve heard reports of refunds being paid out in drips and drabs because of processing errors at peak times of year, and this isn’t acceptable! It’s your money, after all.
5. My order arrived, but the goods are poor quality
We see this one all the time. Loads of consumers are buying clothes online, only to discover they’re not quite up to scratch when they finally arrive.
We’ve heard reports of colours bleeding out after a single wash, clothes tearing when they’ve been worn once, and of “genuine” sunglasses being blatant fakes.
Luckily, you don’t have to put up with this! Just like with faulty items, you should expect businesses to sort out any poor-quality goods.
If any of these problems sound woefully familiar, never fear – Resolver can help. Swing by our site for a quick and easy way to get your issues sorted with thousands of online retailers.