MY ERROR...

[andycorleone]

a few weeks ago I placed an order with tritontools.co.uk Wednesday at 7am. for £58.50 on Saturday at 9:30am I logged in to the tritontools account and check that the status of the orders was processing :shock: so I decide to drive to a shop to see if I can find the spares that I need which I found, When I returned, I logged in to the account again to cancel the order and my surprice was that the status changed to Dispached :evil: on Monday the delivery company knocked my door with the the box but I said the driver to return the packet to sender. After several calls for a refund they charged me a restoking fee of £40 only refund £19 to my credit card.


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PLEASE READ MY LAST MESSAGE IN THIS TREAT I JUST REALIZED THAT I MADE A MISTAKE

 

[wizer]

Yes I have had a terrible experience with these cowboys. I would not touch them with a bargepole now. Customer Service is not a term they understand at all.

 

[RogerS]

Why?

Based on the information in your post, you entered into a contract with them. The fact that you decided to cancel the contract is down to you and they are entitled to charge whatever for delivering it to you and then taking it back again and processing it back into stock.

Sorry but I think that you are being unreasonable.

 

[Sawdust]

Andy,

They don't appear to have done anything wrong:

You cancelled it AFTER it was dispatched, who do you think should pay the driver and the restocking fee?

Lets hope they don't have a good libel lawyer!

Mike

 

[CHJ]

Andy, I know you must be upset to have posted in such a vein, but if you are talking about the same week, ordered Wednesday, checked Saturday for status then maybe they are not as quick as some organizations at processing but I don't think that timescale should be construed as totally unreasonable, during that 3 working day period you obviously were supplied with a tracking number & in all fairness I would not expect a status update during a weekend from most businesses, the fact that you did shows that even if it is a 'one man band' operation they were working during the weekend period to clear the orders.

 

[WellsWood]

Why?

Based on the information in your post, you entered into a contract with them. The fact that you decided to cancel the contract is down to you and they are entitled to charge whatever for delivering it to you and then taking it back again and processing it back into stock.

Sorry but I think that you are being unreasonable.

I'm not sure this is entirely correct. Under the distance selling regulations:

Where a contract is cancelled, the consumer must ensure that reasonable care is taken of any goods received and 'restore' them to you. This does not mean that they have to return them - unless you stipulate this in the contract - only that they make them available for you to collect.

You must refund the consumer's money as soon as possible and, at the latest, within 30 days of receiving the written notice of cancellation. The consumer may, at your discretion, be charged the direct cost of returning the goods, but you must tell them about this in the written information you give them.



I think they may possibly have a case IF the restocking charge was clearly detailed in the T&Cs - but it sounds to me like they're trying it on. Stamp your foot a bit, nobody likes bad publicity, they may just cave in straight away. If that doesn't work contact your credit card company and get the payment withheld while the dispute is sorted out, and then contact the office of fair trading who should be able to tell you where you stand.

 

[andycktm]

Andy,the bank's got in trouble for over charging honest customer's (unrealistic fee's),
maybe some day the net will be cast wider.

 

[Slim]

Andy,the bank's got in trouble for over charging honest customer's (unrealistic fee's),
maybe some day the net will be cast wider.

That is completely different. The banks were profiting from a breach of contract, which is unlawful. This restocking charge is a service, not a breach of contract. Any charge can be applied to a service.

MarkW is correct though. Any restocking fee would have to be clearly stated in the T&Cs, otherwise they would not be able to charge it.

 

[Slim]

You may return any of the goods delivered to you within 30 days of the date of delivery. Returns must be made to our returns address at your own cost and risk. Any sum debited to MAP (UK) from your credit card will be re-credited to your account as soon as possible for any such returned goods PROVIDED THAT the goods in question are returned by you and received by MAP (UK) in the condition they were in when delivered to you. i.e. A resaleable condition. Any goods delivered to you which were damaged / defective or as of a result of our error, a refund of your delivery cost will be made.
Any returns made, must be accompanied by an official returns number, this is obtained by contacting MAP (UK) directly using the phone number below.
PLEASE NOTE - NO REFUND WILL BE MADE UNLESS AN OFFICIAL RETURNS NUMBER IS OBTAINED. (PRIOR TO RETURNING THE GOODS TO MAP (UK).

These are the return T&C's, nowhere does it mention a restocking charge, therefore they cannot charge you.

Ring them up and quote the bit of legislation MarkW posted. Tell them that nowhere does it state that returns are subject to a restocking fee.

 

[RogerS]

MarkW - aren't you taking this out of context?

The regulations say The regulations give consumers an unconditional right to cancel an order. This is to allow the consumer the opportunity to examine the goods or consider the nature of a service.

This is not the case in this instance where the buyer decided he didn't want them.

The comments re Restocking Charge are valid. But note that return is at the cost of the customer.

 

[Slim]

But note that return is at the cost of the customer.

Quite correct Roger, but the return can only be regarded as the postage cost. If they want to charge a re-stocking fee, they have to include it in their T&C's.

 

[andycktm]

So there you have it Andy, get on the blower!!!!!
Tell'em they've over charged you,if they give you any excuses
thell them you'll send slim round.

 

[Mike.C]

If you look at their returns & refunds procedure (scroll down) you will find that no where does it mention a restocking fee
http://www.tritontools.co.uk/conditions.php so I would say that under the distance selling rules they are not allowed to make this charge.

Cheers

Mike

 

[ByronBlack]

Andy, I think you just need to speak to them on the phone and explain that nowhere on their website does it mention a re-stocking fee, it's clearly an over-sight on their part and need to square it with you.

I will say however that I think it depends on who you speak to, as I have dealt with them a number of times and have only had great service. I bought my triton router from them and when the courier didn't turn up on the weekend with it, I phoned them up, and the owner personally drove to my house and hand-delivered the router as I said to him that I wanted it for the weekend. So it shows that they can be reasonable, you just need to speak to the head honcho.

Although, I just thought, reading the T&C's - did you get a returns number before returning the item? If not, then that might be why they charged a re-stocking fee, this is not reasonable, but might explain the situation.

 

[andycorleone]

I read they term and conditions before thinking about accept or not the packet and they don't mention anything there If they had mention something there for sure I would have accepted the delivery and sell the bits on flebay or Gave it for free to someone in the forum and at least win a friend . I asked the question by email and this was the respoce: "We have not been faced with a customer purchasing items then returning them to us at our cost before. "

I understand that I have to pay for the courier but £40 is a crime. Right Now been a home costumer I can find online services like Interparcel 48H delivery for £6.99 I think those guys at least can equal that quote been a Business, Maybe I'm wrong but normally if a packet is undelivery it is returnded to the sender free of charge.

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PLEASE READ MY LAST MESSAGE IN THIS TREAT I JUST REALIZED THAT I MADE A MISTAK

 

[Mike.C]

They may not have been faced with a customer buying and then returning the item before, but they cannot get away from the fact that they do not mention any restocking fee in their terms and conditions, and so you should not have to pay it.

On the other hand no one can expect them to pay for the shipping costs both ways, so I would make it clear that you are not going to accept the restocking fee, but you will pay reasonable p&p in both directions.

Cheers

Mike

 

[WellsWood]

MarkW - aren't you taking this out of context?

The regulations say The regulations give consumers an unconditional right to cancel an order. This is to allow the consumer the opportunity to examine the goods or consider the nature of a service.

No I don't believe so Roger, surely "unconditional" means just that. If you buy something from an internet supplier then by law they MUST: allow you 7 days to return it for any (or no) reason, AND notify you , in writing, of your right to do so. The notification is usually in the small print on the packing note accompanying the goods.

 

[tritontools]

After reading these posts I feel very disappointed that existing & and potential customers of mine are reading about this instance of ALLEGED poor customer service, and also the remark from one member as being cowboys! Being a small business I pride myself on customer service, as I know it is more costly for a business to harvest NEW customers then keep existing ones. Infact I take customer service to the extreme and most nights reply to emails from home up till 10pm (Much to my wife’s disgust), and as you can tell surf woodworking forums to see what people are talking about.

With regards this instance the FACTS are:

Order Value: £47.27

Order Placed: Thursday 13th September 2007 @ 2.08PM

Order Despatched: Friday 14th September 2007 (Marked Despatched Sat 15th 9.51am)

Andrey placed order on a 2-3 working day service at no cost to himself!

I personally took his call on the following Monday wishing to cancel the order and he advised us after placing his order he decided to go out on Saturday and buy these goods from a local shop so he refused delivery and sent courier packing. I said this was fine and as soon as we had the goods back he would receive a refund minus charges.

The costs

Customers TOTAL Order value £47.27

Our Shipping Costs (OUT) £8.81
(BACK) £19.53
(Total) £28.34

Because of these costs we state clearly in our T&C’s "On cancellation for whatever
reason, you must return the goods to us at YOUR cost"

We agreed to only charge £25.00 as a form of goodwill

Credit Given £22.27 was credited 26th Sept 2007.

I’m sorry if I have lost the plot but customers like these really frustrate me and in fact hope they do go to my competition. The fact that the truth has been distorted to justify this complaint is really upsetting.

With regards to Wizer, please inform me of what issues you have had so I can look at them for you.

Constructive feedback is always welcomed, and if anyone wishes to contact me our details can be found
www.tritontools.co.uk

 

[Slim]

Thanks for the reply mr Tritontools. What you have said is perfectly reasonable.

Where did this alledged £40 re-stocking charge come from then?

 

[tritontools]

If only i knew! My name is John bny the way