Next Day Delivery - 4 Month returns process (broadbandbuyer.co.uk)

Member Name: swnshp

Product:	broadbandbuyer.co.uk
Date:	26/05/06 (422 review reads)
Rating:

Advantages: Next Day Delivery, Easy Order Process

Disadvantages: Slow returns process, ignorant staff

Christmas Day 2005, something was odd, the router lights wasn't doing their normal flickering, it had broken! So on Boxing day, I order a new router from BroadbandBuyer, not because they were cheap, they were in fact more expensive for the majority of their common products, but because I had been recommended a Billion router, not sold by most other retailers.

The order process was simple enough, I signed up and ordered the router. Anyway, the router came in what one would classify as the next working day, considering it was christmas.

First problem, opened the box, the warranty sticker on the actual router's unit was broken, suggesting it had been opened. To cover myself at this point, I wrote them an email explaining this.

I then proceeded to install the router, all was going well, set up etc... I then turned on my laptop, and it worked for about a minute, then the wireless light on the router cut out. It seemed to keep doing this on and off, many times per hour. This wasn't acceptable. So I asked for a return, which was processed quickly enough, it was faulty, and I decided a refund was in order rather than a replacement.

It was authorised on the first working day of the new year, and I sent it back the next day, royal mail special delivery. The next morning, quick check of the Royal Mail website, they had received it. At this point, it was moved into the processing state. The customer is not always right, they have to query the goods first.

Anyway, this took them 2 weeks. After 1 week I sent an email asking for a progress update on this, and it was never answered, I simply got a refund a week after.

But they didn't refund the £15 shipping expenses. This is breaching the sales of goods act. Goods which are faulty, and sent back, all consequential loss must be refunded. A mistake on their part I thought.

I sent them an email, it wasn't answered. So I sent another, and, it was unanswered. I then sent a third, this time though, I mentioned in the wording that my next step would be to contact trading standards. I got a reply the next day, a short message, apologising for the mistake, and a credit had been raised. I gave them a week, and there was no credit!

Over the next month I sent them a further 5 emails, all unanswered, as though I did not exist. I then took advice from Trading Standards and sent them a letter by post, addressed to their head office (Essanet Ltd). This contained a letter, copies of my receipts for the item, and the return shipping.

I clearly said in my letter, I must receive a refund within the following 7 working days before I take the action further. 2 weeks later, still nothing, well, this was about getting them to do whats right, and considering the small claims track would cost me double what I was owed, I let Trading Standards know it made no difference, and left it.

To my shock in the middle of April I got half of the money, that is the money I paid for shipping to me, I am still (May) to receive the rest of the money they owe me!

Im summary, the ordering process was fast enough, but products tend to be slightly more expensive than elsewhere, especially after you add the shipping, but shipping is next day as promised. If you can find your product cheaper here, and are not worried about the returns process, I would recommend it, but you should be aware the customer service during the returns process seriously lacks.

Summary: No satisfactory returns procedure in place