This isn't about the money it's about shocking customer service - I placed my first order for a total £19I get the items I ordered except one is incorrect.I email them, a short time later as recommended by PayPal the method of payment; I also open a dispute. It was shortly after this I get an email reply;"Sorry the team made a mistake with this order. We were going to send a replacement out, but can see you have raised also raised a paypal case, so we will let the Paypal process complete instead."JasonSo I ask;"So are you saying you're not going to send out a replacement (As requested) because I reported the issue to paypal?I'm sure you're aware of my consumer rights with regards to incorrect items / not as described and my rights to a replacement or refund."I am then informed by "Ian" in answer to my question; "That is not what we had replied with. You have requested a refund for the item through Paypal, so we will let Paypal process that and not send a replacement. If you had not raised a Paypal case and simply emailed us about the error, we could have resolved it immediately."I tell them;"That IS what you replied with and implied. Also as I am able to cancel a paypal dispute at any time should you honour my consumer rights of demanding a replacement meaning the dispute would be resolved. You are choosing this course of action I suspect as a vexation method and nothing more.Paypal does not overrule my consumer rights of requesting a replacement."I get a blunt response from "Erin";"We will let PayPal process your £6 refund in line with your consumer rights."So, Gayprideshop, some FYI;PayPal - "Did something arrive that was very different than described? The first step is to dispute the transaction through PayPal."PayPal - "A buyer can open a dispute in their Resolution Center if their order doesn't arrive or isn’t as described.In a dispute, the buyer and seller have 20 days to exchange messages in the Resolution Center to try to solve the problem. For example, the buyer can ask for a refund, ask the seller to resend the item or arrange a return."You point blank refused to do any of that and to honour my consumer rights of sending a replacement, insisting you would only refund me.Consumer rights 2015 - Section 11 - Goods to be as describedConsumer rights 2015 - Section 19 (3) b -"If the goods do not conform to the contract because of a breach of any of the terms described in sections 9, 10, 11, 13 and 14 .... .... the consumer's rights (and the provisions about them and when they are available) are—...(b)the right to repair or replacement"Consumer Rights 2015 - Section 23 -"This section applies if the consumer has the right to repair or replacement (see section 19(3) and (4)).(2)If the consumer requires the trader to repair or replace the goods, the trader must—(a)do so within a reasonable time and without significant inconvenience to the consumer, and(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage)."I requested as my rights for a replacement, you failed to honour my consumer rights, end of story!In short, because I opened a Paypal dispute as recommended by Paypal because of a mistake THEY made, gayprideshop decided to deny my consumer rights! - Kind of ironic a pride shop not respecting rights.This review would have been a 4 (because mistakes made and inconvenience) should gayprideshop dealt with the problem respectfully and respecting my rights, they did not so they get a 1Won't ever be shopping with them again, this experience has showed me well enough what they are like.I may well report them to Trading Standards too for consumer rights issues - As of writing this they still have time to respect my rights.EDIT: An ad-hominem and defamatory reply not addressing the issue of my consumer rights - Due to the reply I have reported gayprideshop to trading standards.
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