Buying online - ugghhh!

 

It has been years since I purchased online; I don't have much discretionary budget, the freight times are often lengthy since covid and there are so many scams and unscrupulous sites - enough to put you off, but I'd recently taken up a new hobby and needed some starter gear - costuming. Facebook is very good at pushing stuff at you but it can also be helpful in finding affordable stuff that could be useful. Enter Temu. Temu stuff is pretty low grade but so are the prices, you can get a full refund if your product is not good. The same applies to Amazon. They both have good distribution and communication. Tracking works well and they try to deliver ahead of promise. No complaints with Temu or Amazon.

While scrolling through a few costuming options I saw a fake 'leather' jacket for sale. It was like one I had bought in France long ago and had worn out after 3 years use, of course. I thought I would replace it. It was on special and the site seemed to imply it was based in Wellington with a main branch in Australia? They had a returns policy. I just hoped it would fit which is always the worry when buying online.

 A red flag appeared. It took several days for my order to appear in their system and the tracking number didn't work. I contacted them via email and they replied back in quite good English. Somewhat reassured, I sat back to wait for things to resolve as the days passed. Well they passed and passed. Who knows where the product was actually coming from but eventually it arrived. As I pulled it from the packaging my heart sank. It looked like a toy yet I had followed their size guide. I tried it on, mostly OK around the middle but couldn't really use my upper arms as they were jammed into too-narrow shoulders and sleeves. Disaster! 

 

I emailed them straight away for instructions on where to return my jacket. Two days later they replied and this ridiculous toing and froing occured. They clearly do NOT want to bother with returns to China and hope to wear customers down. I checked the NZ Companies Register. They are not there so their website name in NZ is very misleading. I found them evasive and dishonest and it leaves one feeling uneasy about ordering online though I have since had some successful purchases via the big boys who are so big they don't argue and in fact, I had no need to return anything from THEM.

 

Dearest Reader here follows their avoidance technique... (my emails in black, their's in red)

Hi

I just received my jacket 5 minutes ago. Unfortunately it doesn't fit well - it is too tight in the shoulders for me to put my arms forward and a larger size would be too big in the waist and elsewhere. Can I please return it and get reimbursed? How much would it cost to send back? This product has not been worn.

Kind regards

 

We apologize for any disappointment caused by the product not meeting your expectations. It's essential for us to rectify this situation to ensure your satisfaction.

Would you be interested in exchanging the product for the correct item? Your happiness is paramount, and we would be pleased to send you the product that brings you joy. We kindly ask for a small contribution of 25 NZD to cover the associated costs.

Please inform us of your decision, and we will handle the exchange process for you. Our team is here to provide further assistance as needed.

 

Thanks for your reply. As I indicated, a larger size will not fit in general. It's just the cut that doesn't work for my body. I will need a refund and am hoping this is straight forward. Yes, it's disappointing as it looked nice in the photo and I will lose some money in paying for it to be returned. This is the risk with online shopping.
Please advise next steps

 

Of course we understand if you want to return your order, but we have an exciting alternative that we think you'll love!

Instead of sending the products back and paying the return postage, we'd like to make you a special offer. You get to keep the products and get 10% of the purchase price back as a thank you for your purchase!
This means that you can not only enjoy your chosen products, but also get a good discount .

This choice is not only financially beneficial, but also saves you the trip to the post office and the shipping costs of returning the items to our warehouse in China .

Returning to China: If you decide to return an item, please follow the return instructions on our website:[ I have omitted this link in interests of confidentiality]
Make sure the item is in its original packaging and meets our return conditions.

How do you imagine I can enjoy this product when I can't use it? I'm not happy about having the hassle and expense of returning it. I have already read the link info. It does NOT tell me WHERE to send the product and I'm wondering why you are stalling.

Your offer is not a good one. The product is useless to me and the discount minimal. The benefits you mention are ridiculous since they are not realistic in this case. With more than 16 years in sales and marketing under my belt I can see right through this.

PLEASE ADVISE EXACTLY HOW TO RETURN THIS PRODUCT SO I GET MY REFUND.
Yes, I am starting to become concerned about your company.

Certainly! We completely understand if you wish to return your order, but we have an enticing alternative that we believe will capture your interest!

You can keep the products and get 20% of the purchase price back as a thank you for your purchase!

This allows you to not only enjoy your selected products but also benefit from a significant discount.

Opting for this option not only saves you money but also spares you the hassle of visiting the post office and covering return shipping costs to our warehouse in China.

For returns to China: Should you choose to return an item, please refer to the return instructions provided on our website. Additionally, ensure that the item is in its original packaging and meets our return policy requirements.

**Note: The cost of the return is at the customer's expense in accordance with our returns policy (including tracking costs, which are usually between €25 and €30 depending on the weight/distance of the parcel).

Let us know if you take advantage of this great offer. We'll be happy to help you with any questions and decisions.

This is crazy! Why are you even mentioning euros?
I can do the math and 20% of the product price is still less that the total cost minus return post.
Are you actually reading what I write?
"For returns to China: Should you choose to return an item, please refer to the return instructions provided on our website" The instructions for where are NOT THERE.

I am protected under the Consumer Guarantee act. This product is legally not fit for purpose as it does not fit me and cannot be worn. Do I have to contact the Ministry for Consumer Affairs about this?

 

Thank you for reaching out, and we're sorry to hear that the product didn't fully meet your expectations. We're committed to working together to find a solution that suits you and increases your satisfaction. We've outlined a few fantastic alternatives for you:

Option 1: You can opt to keep your order, and as a gesture of appreciation, we're pleased to offer you a 30% refund of the purchase price. This allows you to retain the product and benefit from a significant discount.

Option 2: As an alternative, we'd like to extend to you a gift card valued at 60% of the purchase amount. With this gift card, you can explore other products in our range and enjoy additional savings on your future purchases. It presents a wonderful opportunity to try something new while retaining your original order. You can find the link to our website at the bottom of this email.

It's important to note that choosing either of these options not only benefits you but also supports environmental sustainability by reducing returns. Additionally, given the different warehouses we utilize in Asia, returns from this region can be costly and are best avoided.

We hope you find these alternatives appealing and discover an option that aligns with your needs. However, we completely understand if you still decide to proceed with returning your order, and we'll fully support you through that process.

Please ensure that the product is unused and in its original packaging. Kindly note that the return shipping costs will be your responsibility as the sender.

Your satisfaction is of the utmost importance to us, and we eagerly await your response. Please don't hesitate to reach out if you have any further questions or require assistance with your decision.

 

Your maths still don't add up. It's clear you don't want to refund but you are legally REQUIRED to do so.

Your second option is dreadful as now I don't want the extreme hassle of buying anything else from your site because you are not showing good faith in dealing with your customers. This is becoming a nightmare for me though I do appreciate you contacting me.

I have a counter offer: give me 50% REFUND back to my bankcard for all the hassle and concern you are now creating with your unwillingness to behave honorably with a client. You are just making it all worse.

Over to you

 

[Suddenly I got a message that they had decided to stop with the bullshit and just resolve the matter. I now have a useless jacket for sale.]

 

Great news! Your refund has been processed and is currently en route to your bank account. Please allow 2-5 business days for the refund to reflect in your account.

 

Always check if there is free shipping no matter who you order from. Often there is not and the price tag for it can be more than the item you buy OR you have to spend a certain amount in order to get free shipping.  All I have learned is to stick with the big boys where possible. They are reliable, and you should know your rights.

 

To know your rights, here's a useful link. https://www.consumerprotection.govt.nz/general-help/ways-to-buy-and-pay/online-shopping