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Suprised at Linens Direct

(8 Posts)
overthehill Tue 19-Apr-16 17:25:45

DH and I decided to change our king size bed for two singles to help us both get a better nights sleep.

To this end, I purchased around £200 of bed linen off of Linens Direct. It all duly turned up and I put on the new duvet covers both white with a window pattern.

When I looked again I saw they weren't identical, very similar but not the same. I got in touch with LD the next day (sent a photo of both packets clearly showing they were as different product from one another)and they agreed to send another duvet set.
I chose the one I preferred and the lady I dealt with said I should return the one I didn't want at the same time. I pointed out I would indeed return it, but it had been used. This surprised her and she said initially that maybe they couldn't help me because it had been used. I pointed out that the error was theirs and not mine plus it was already on the bed before I realised it was wrong. Also I didn't have any duvet covers as our old bedding was for a double. This has since been resolved and they kindly(hmm) agreed to send another, but they still want the used one back.

What are they going to do with this one that has been used? I am astounded actually that they just didn't say sorry for the error and send me another, we are only talking about £20.

Brummiegran Tue 19-Apr-16 19:38:08

I'm not surprised, it may be an auditing thing. When my stained carpet was replaced under a no stain guarantee they took the old carpet away with them.

J52 Wed 20-Apr-16 07:57:45

I think it must be an auditing, insurance thing. They probably have to show evidence to their insurer. We had something similar ,years ago, when BG fitted a new pump in our airing cupboard. It leaked onto an expensive duvet, which then began to smell. ( I blamed it on DSs trainers!) BG paid full cost of the new duvet, but wanted to old, smelly one!


Indinana Wed 20-Apr-16 08:13:36

It may be to do with insurance. However, the Diatance Selling Regulations state that you are entitled to a refund for an item that you are not satisfied with, but you are not obliged to return it! I was pretty shocked by this when I read it, but have had experience of it - I once responded to a satisfaction survey about an item I'd purchased online, pointing out its faults and poor design. The next thing I knew the company contacted me saying how sorry they were etc, and that a refund would be in my bank account within 3 days and there was no need to return the item.

thatbags Wed 20-Apr-16 08:45:41

I would only return the item if the company sent me a postage label to cover the cost.

glammanana Wed 20-Apr-16 08:47:03

I think it must be with their stock control system and audit system they can't really be sending out stock foc even though it is their mistake,as long as you have the one you originally wanted all will be sorted for a nice matching bedroom.

Indinana Wed 20-Apr-16 08:47:43

Agree thatbags. Their mistake, their cost.

overthehill Wed 20-Apr-16 17:04:35

I didn't have to pay for postage, they collected my one and delivered the replacement, today in fact.

Alls well that ends well I am just surprised but have read all your comments and guess it must be some auditing procedure.