Awful dodgy customer service & dirty, damaged items
April 29 - purchased a large order, most of the items on sale. Bought for gifts, that were never be gifted, due to their disgusting condition.
May 12 - emailed, disappointed that 1 of the items has brown liquid spilled on it & almost all of the items were scratched, dirty, damaged & marked. Clearly VERY old stock, likely used. One had a price tag $2 less than "sale"
May 15 - email reply "sorry" & asked for photos. I replied quickly, lots of photos & I was open to keep 1-2 items if the post was refunded, considering it was for a large package & the inconvenience of return.
May 18 - no response. I emailed.
May 19 - no response. I emailed.
May 20 - I called, they said they'd sort it by end of day. Emailed later - they'd send a return label. I asked again if I could keep 1 item. They said if I still paid full post cost for large package. I asked if the label could be scanned at the post office as I don't have a printer & the date of refund, as next Afterpay payment was due 1 week. They said the label HAD to be printed & suggested go to Officeworks & PAY(?!) to print. I'm disabled & in a rural location, no Officeworks/similar & already said the return is huge inconvenience as it's difficult to even leave the house once a fortnight & even then, that is for medical/essentials & an exhausting undertaking. Paying to print their return label is absurd. No response re:refund date & had to pay Afterpay payment to avoid fees, cutting a huge amount out of my barely-surviving-already food budget.
May 21 - they said label HAD to be printed, no other option. Appalling, considering the disgraceful condition of the items. I suggested they print the label & express post. Why could they not think of this themselves?? I called to sort & reiterated my situation. No resolve, *promised* to have it sorted.
That evening - they posted standard & said it should take a few days. I had said I live rurally, it takes longer. Recieved email, label cost $14.95. I replied, the label could've been sent in prepaid envelope + tracking for $4.75 + added priority for 70c or an express envelope for $8.55. Added the following, detailing their unlawful activities.
I stated:
"These actions are breaches of the Disability Discrimination Act 1992 & reportable to the Australian Human Rights Commission & the Victoria Disability Services Commissioner under the following sections:
s5: Direct disability discrimination
s6: Indirect disability discrimination
s11: Unjustifiable hardship
s24: Goods, services and facilities
s122: Liability of persons involved in unlawful acts
Additionally, under Australian Consumer Law, these actions are breaches of the Competition & Consumer Act 2010 under the following sections:
s18: Misleading or deceptive conduct
s21: Unconscionable conduct
s29: False or misleading representations about goods or services (Offences s151)
s33: Misleading conduct as to the nature etc. of goods (Offences s155)
s47: Multiple pricing
s54: Guarantee as to Acceptable Quality
s62: Guarantee as to reasonable time for supply
I am entitled to a full refund as outlined in the Competition & Consumer Act 2010 under the following sections:
s259 Action against suppliers of goods
s260: Major Failure to Meet the Guarantee
s261: How suppliers may remedy a failure to comply with a guarantee
I am entitled to request compensation as outlined in the Competition & Consumer Act 2010 under the following sections:
s137D: Compensation orders etc. arising out of unconscionable conduct or unfair contract term
s236: Actions for damages
s238: Compensation orders etc. arising out of other proceedings
This entire process has been handled awfully & unlawfully by Frontline Hobbies & left me financially vulnerable, exhausted, distressed, disappointed & regretful. The time & energy that I've had to & may yet have to continue to invest in resolving this situation have caused undue stress & anxiety & taken away from the already precious little time & energy I have day-to-day for minimal self care & daily survival as a disabled person.
Frontline Hobbies should consider their actions, honestly advertising items, the maintenance & quality control checking of items, responses to requests & the lack of response to the situation. When I return the items, I expect the refund to be immediately processed on return."
That took a LOT to prepare & send but I'm just SO sick of being taken advantage of, dismissed & spoken down to by awful retailers who are breaking the LAW.
22 May - They apologised & refund to be processed once scanned. I asked to keep 1 item at 50% of cost. They agreed. I posted.
28 May - Refund processed. 16 days, 10 emails, 2 phone calls + hours of research to communicate my consumer rights. Go shop anywhere else, don't support dodgy retailers.
