Substitution problems

I thought I would write in relation to the recent Oriental Angles column relating to purchasing items online and potential overcharging.

While I do agree with most aspects of the argument, I would like to add the following. I recently purchased a number of items from a well-known and long-established parts supplier which advertises in your excellent publication. I purchased it via its live website and, as the order was under a set limit, paid the postage due. I appreciate the current issues we are all facing, but my parcel took nearly two weeks to arrive from less than 100 miles away. On opening said parcel, I immediately noticed that two items had been substituted for similar items. Now some might think it I’m pedantic, but if I ordered a Lucas condenser in a nice green box irrespective of where it was made in the world, that is what I want – not a condenser in a generic box with oriental writing and a different part number.

A quick Google search showed the condenser to be of equal quality but it wasn’t Lucas. The other part was a plug cap which, again, wasn’t the style shown when ordered.

Now, said company could have emailed me or rang on the mobile attached, but no contact was made to say that it couldn’t supply the exact parts. I contacted the company and was politely told that it was within its rights to send substitutes, but if I wasn’t happy I could return them at my cost. I made a mental note to never buy from it again and to tell anyone who was remotely interested about the poor customer service.

The irony is that this company also sells the same items on eBay. Had I bought via eBay, I would have been in the driving seat. Firstly, I would click on ‘item not as described’, which forces the seller to rectify the problem within a time frame. The seller now has a choice of paying the postage for the return or issuing a refund and you keep the product.

On top of this, because I'd have used Paypal, I'd have a 30-day money-back guarantee if I had any issues, which puts the seller in the poor position of losing every way round. I’m not a fan of tech giants and their monopoly, but retailers need to play fair. That way we all win.

Nick, Worcester