I purchased two batteries via eBay
I purchased two batteries via eBay, unfortunately shortly after I was made aware I was going to be made redundant from my job, so decided to return the batteries. I received pre-paid Royal Mail labels from Renergy via eBay, all good, I thought. The post office refused the two parcels as they exceeded the maximum weight allowed for the labels provided. This point marks my extended back and forth with Renogy's customer services team and what I assume are their eBay team. After a couple of days of back and forth messages,I was advised to arrange my own return, I didn't really have an issue as I had decided to return them and it wasn't due to them being faulty or damaged. Having tried to arrange the return via various different couriers, I gave up as every courier wanted me to confirm that I wasn't sending a restricted item back, this includes batteries. Only specialist courierrs would accept them, the cheapest quote I got from a speciallist courier was £150+ per battery. What followed was over a week of back and forth emails and eBay messages, requesting information on the packaging, even though it was their original packaging, the weight, my address, if the packaging indicated that there were batteries inside, etc. Several of the messages requested information already provided in previous messages. Most recently, I was advised that Renogy's logistics partner could collect it if I could confirm I would be happy for the cost to be subtracted from my refund, however no cost was provided, so I asked for the cost advising I wasn't willing to confirm I would pay for the collection without knowing the cost. More back and forth emails and messages and a couple of days later I finally got a price, £7.50 if I arranged collection my self or an additional £16 if they provided a label, both via DPD, (who from my research wouldn't accept batteries). Requesting clarity, I asked if it was £7.50 + £16 if a label was provided as it wasn't clear and was this price for both batteries or each? Another reply received stating they would have to find out from the courier. Exasperated, I said I didn't care, just issue the label so I can get rid of these batteries. What was very disturbing was the reply that asked me to make sure any warning stickers or writing on the box about the contents being batteries was covered up prior to collection. In the mean time, I received a message via eBay from Renogy stating it would be £15 for them to issue return labels for both batteries. I replied informing them of the emails I had received stating £16 and that my contact with them had been frustrating and confusing. I have also had a message from eBay stating that If I don't complete the return by 28th July, (two days time) it will be automatically closed. While the majority of the communication from Renogy has been polite and appologetic, I still have the batteries sat in my front room. The communication has been confusing and very very frustrating and as a company they don't seem to have a coherent and workable returns process. As my purchase was via a credit card I will be requesting a full refund under section 75 from the credit card company, should this not be resolved. My experience up to requesting the return was fine and having not used the batteries I can't comment on their performance. Hopefully I'll receive my labels swiftly, but i'm not holding my breath.