Hi guys,
I ordered a set of Westone 3 and Westone 4 headphones from iHeadphones on 23 January this year, and they were shipped on 25 January. I have since, however, decided to return them as I was unimpressed by the sound quality and made an RMA request on their website on 1 February. Under the Distance Selling Regulations in the UK, I have seven working days from the day of receipt to return the product. My RMA request was acknowledged on the 1 January - I was asked why I wanted to return the headphones so they could look into the matter. I replied, but after that did not hear anything from them until 7 February (past the 7-day return period) when I phoned them to speak to their customer service officers.
The first person I called put me on hold to speak to the Returns Officer, Meg, whom she said was looking into the request for me. After putting me on hold for nearly 20 minutes, the line was cut. I called back and this time the call was answered by an individual named Clint, who stressed that the headphones could not be returned because it had passed the 7-day return period. I pointed out that I had initiated the request within the 7-day period, and it was their fault that they hadn't gotten back to me. After going back and forth for another 20 minutes, in which I threatened to raise the matter with the police, he said he would speak to his manager who would get back to me.
I then received a reply from them highlighting their Terms & Conditions, which under Clause 4.4.4 states that in-ear monitors cannot be returned. I have to concede that I had not read through the entire Terms & Conditions and did not read that clause. However, both their Returns page and their Knowledge Base give the impression that you can return a product simply if you do not like it within 7 working days.
I was also told that I had agreed to their Terms & Conditions, although revisiting the registration and checkout process, nowhere was I prompted to agree or disagree with the Terms & Conditions, or even directed to them.
I've read bad things (unfortunately, only after I made the purchase) about them here and here
I am considering making a fraud report with my bank - would I have a chance at getting my money back, though?
Edited by shampoosuicide - 2/7/12 at 7:27am
