Could anyone please advise the correct procedure, and any possible pitfalls, for returning an item which is not what was ordered?
I had ordered what was to be a Christmas gift for my grandson and immediate payment was made via Paypal. Confirmation of payment was received from Paypal but was advised by them that no order number or delivery date had been advised. A couple of days passed by and went back to the sellers website only to find the item ordered was now showing 'out of stock'.
I attempted to contact the seller to ascertain whether I would receive my order, what the order no. was etc, etc, but to no avail. Within the week however a parcel arrived but with a completely different item to that which I had ordered.
After frequent attempts by phone I eventually managed to contact the seller and explained the situation and requested a return slip, I was advised that one would be put in the post. After allowing 2 weeks for Christmas and New year to pass, still no slip, I sent an email but this and subsequent phone messages were ignored.
Phone contact was finally achieved again a week later but was now advised "we don't post them we send them by email - you'll get one in a few minutes" I confirmed my email address.
Nothing had arrived 2 days later so another email was sent and this again was ignored.
I have now entered into dispute using the Paypal service whereby the seller finally responded saying he had sent three emails and suggested I have the wrong email settings or I do not know how to open attachments. My obvious reply was to point out the receipt of emails from Paypal and perhaps it would be simpler to post one to me - (do I have a printer?) The sellers latest and total response via Paypal is "just send it to this address" xxxxxxxxxxxxxx.
My dilemma is who pays postage? If I pay how do I get recompense? what if the item is or claims to be damaged upon return? I haven't had and don't expect an apology from the seller - I have doubts as to what I should do. Advice would be gratefully received.
Regards, Tony.