Am I being unreasonable? consumer matter

[Ronnie Dent]

Just wondered if I'm being unreasonable?

We bought a trampoline online and paid £15 for next day, trampoline arrived this afternoon but the screws for the legs were missing! I phoned them up and explained they apologized and promised to send some out.

After the call I thought it was pointless getting it next day as it can't be used! so I emailed the company and asked for this cost to be refunded, they came back with it's not something they can do! if I needed it today I could go out and buy screws and they would reimburse me! I thought this was cheeky and not very customer friendly, so it got my back up a bit! I threatened to return it and buy elsewhere to which they replied that's fine send it back you will need to get a courier and re pack it all!

So as I paid with paypal I have started a dispute, it's now a matter of principle, shocking PR if you ask me!

What's other views?

Cheers Ronnie

 

[AaronBoone]

Don't think you're being unreasonable at all! Just had a quick nosey at the PayPal site and one of the examples is...

'You bought a book but got a DVD, you bought a new item but got something that was used, you purchased 3 items but only got 2, the item was damaged in transit, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a knock-off instead. Tell us.'

I'd say leg screws are an integral part of a trampoline! The reality is they're in the wrong - as you say if they'd told you in advance that the leg screws wouldn't arrived while Tuesday then you wouldn't have paid for next day would you. Think I'd be cheesed off with their sh!tty attitude and poor customer service too. While you're up and about you might as well name and shame them - we're moving soon and want a trampoline for the kids so I'll know who to avoid.

 

[Ronnie Dent]

Cheers Aaron, it was trampoline megastore and not cheap either it was £129+ £15 for next day delivery, yes there attitude stinks, you would think as a goodwill gesture they would have coughed up the carriage cost. Funny thing is how would I know what screws to buy? clowns!