How can I say this nicely?

[littlen]

Long story short I bought a made to measure bridle online for my pony, it was meant to be a nice show bridle with brass fittings.

Long story short it arrived 2 weeks late and is horrible and looks cheap and poorly made. U don't want to pay the £60 I have paid for it as it's horrible. It's also not what I ordered.

The lady however was lovely on the phone, so how can I email and tell her nicely that I don't want it and want a refund? I don't want to come accross as horrible or a yimewaster!

 

[starbagtherainbow]

Did you see a picture of the bridle you were buying? Or a copy? I do law at uni at the mo, so if it's not how she described it via email or differs in ANY way from the picture, then you have the full right to a refund because she's in breach of the contract. It's misrepresentation.

You should call or email her and speak to her first. If she doesn't reply kindly, you need to stand your ground basically. Usually, if you start to quote legislation to her then she should back down... In Scotland, it's the Sale of Goods Act 1979 that's she breaching. If you live in England.. the legislation will be different.

Hope this helps!

 

[Ludi-doodi]

How about:

Dear xxx
I have now received the bridle I ordered from you on xx date and unfortunately, I am quite disappointed - it is not at all what I expected. It is not exactly as I orderdered {you need to say here how it differs}, I feel that the quality is quite poor because {say why} and this coupled with the delay in receiving the item initially (2 weeks overdue), means that sadly I am now requesting a full refund. I will happily return the the item to you, at my own cost {this just shows that it's not all sour grapes on your part}. Please confirm by return receipt of this email/letter providing me with how and when you will refund my monies.

Kind Regards.

This way it clearly states what you want and why but not too tough. If a softly softly approach doesn't work, then you need to get a bit tougher, but don't go in all guns blazing to start with. You never know she might be OK with it all. Good luck.