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“Terrible !! Check t & c returning products can cost...”

written by Dianeandpatrick on 14/11/2013

When you receive such terrible customer service from a company who's customer base is primarily going to be elderly, disabled or people caring for them, you expect them to be a caring compassionate company. DMD or Care Co are neither of these. I ordered a De Luxe wheely cosy for my elderly disabled mother and was surprised when two arrived. As there was no return instructions or address stickers etc in either parcel I phoned the company for help. I explained the situation and how I wished to return the one they had sent by mistake and exchange the other one for a smaller size. I was initially accused of both orders, one online and one by telephone which I denied any knowledge of the telephone one. When they realised I had indeed not made this phone call, it was in fact an error with their ordering system from their sister company they didn't even apologise, instead they said they would get THEIR MISTAKE collected from my address free of charge but if I wanted to return the one I wished to exchange collected at same time it would cost £25 (they later said this was mistake and should be £15. They refer to this as a restocking fee. I was horrified at this charge but they said I should of read the terms and conditions. I even offered to make both parcels into one parcel to be collected at the same time and they said it was still going to be £15 for my bit. After a lengthy telephone which got us nowhere it has concluded that they will send out returns paperwork and either collect mine for £15 or I send through post office, charge unknown. Will I order smaller one through them ? absolutely not far better companies out there that deserve business.