Dear Shona,
You ordered Clarke PG3800A generator from our website on 12/09/2024 and then contacted us on 13/09/2024 to request a swap as the generator you ordered had no wheels or a handle (the Clarke PG3800A doesn't come with these, as is noted on the website).
We emailed you on 13/09/2024 to advise that we were happy to assist with the return of this unsuitable item and provided you with the return details, including the cost to collect the item as an option, along with a request for more information to assist with the alternative generator.
You then responded to state that you were unhappy with the collection charge of £60.00 (this is how much the courier charges us to collect a 44kg generator and we make no profit on this charge).
We advised that, if you were unhappy with this option of us collecting the item, you were welcome to return this to us for a full credit to be used towards an alternative generator.
You then advised that you raise the matter with PayPal and claimed that our website did not state the high return costs and that no refunds were given.
On these points, due to the wide range of products we sell (ranging from less than 1kg to over 5000kg), it is impossible to cover the full range of costs that the courier would charge to collect any unwanted items. However our website Terms and Conditions clearly state that all cost associated with an unwanted item are to be paid by the customer. It also states that we will refund all customers within 30 days from date of cancellation.
The reason that we sent you these parts of our Terms and Conditions was because you made a false claim to what they stated regarding the "no refunds" part. It must also be noted that, to place an order through our website, you had to tick a box that states "I have read and agree to the website terms and conditions" therefore you would have been fully aware of our Terms prior to purchasing these goods.
You then responded to our email with "Thank you for stating your terms and conditions. You have those; I have Trustpilot, Facebook and twitter."
At this point we advised that we were acting in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which notes that the consumer must bear the direct cost of returning unwanted or unsuitable goods.
In conclusion, we find your claim that our customer service is "non existent" to be entirely without merit, as we have assisted in your request to return an item for an exchange and have acted in accordance with the legal requirements for the return of unwanted or unsuitable goods. You contacted us to request an exchange, not a refund, therefore you have made further false statements in this review also.
We now await your response to confirm that, in accordance with regulations, the goods will be returned to us within 14 days of notification of return in order for us to assist with an exchange or refund, whichever you decide to proceed with.
Kind regards,
Generators Direct
