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A Guide to the Consumer Rights Act 2015

By: Abigail Taylor - Updated: 8 Nov 2017 | comments*Discuss
 
Consumer Rights Act 2015 Consumer

The Consumer Rights Act 2015 came into force on 1 October 2015. It replaces three important pieces of legislation relating to consumer rights:

  • The Sale of Goods Act 1979
  • The Supply of Goods and Services Act 1982
  • Unfair Terms in Consumer Contract Regulations 1999

Sale of Goods

As with The Sale of Goods Act 1979, all products sold must be of satisfactory quality, fit for purpose and as described.

  • Products shouldn't be faulty or damaged when purchased
  • Products should work for the purpose that they were supplied, as well as any specified purpose known to the retailer before purchase
  • The products sold must match the description given at the time of purchase

Example:

Hilary bought a washing machine yesterday from WashALot Plc. It was advertised to wash clothes on a quick setting within 60 minutes. However it doesn't fill with water and so won't clean her clothes. This product is not therefore fit for purpose, is faulty, and doesn't match the description of washing clothes within 60 minutes. Hilary would therefore have rights against WashALot Plc under The Consumer Rights Act 2015.

But what are those rights?

Tiered (Time Based) System

The Consumer Rights Act 2015 put in place a tiered system to remedy problems with purchased products.

Any claims must be made against the retailer rather than the manufacturer. What you can claim will depend upon how much time has passed since you made the purchase - specifically:

  • 0-30 days
  • 30 days to 6 months
  • Over 6 months

(1) 0-30 days since purchase

If you purchased a product which is unfit for purpose, faulty, or not as described, you have the right to return the product and receive a full refund within 30 days of the date of purchase.

If you ordered a product for delivery and have not received it within 30 days of the date of purchase (or by any later date agreed), you have the right to cancel your order and receive a full refund.

There are however some exceptions to this rule:

  • The 30 day rule does not apply to digital content, unless it is provided combined with a physical product such as a DVD
  • The timescale is reduced for perishable goods; the time period for these is determined by how long it is reasonable for the goods to have lasted. (For example bread will not last 30 days, but would be expected to last until its use-by date)

(2) 30 days to 6 months since purchase

If a fault is discovered within the first 6 months from delivery, it is presumed to have been there from the time of delivery. It is for the retailer to prove that this was not the case. You do not have to prove that it was.

If it has been over 30 days since you purchased the product, you can choose for the retailer to either:

  1. Repair the product, or
  2. Replace the product
The retailer may however refuse if they can show that your choice is disproportionately expensive compared to the alternative.

Example:

Emma bought a food processor 45 days ago for £15. She has discovered that the blades don't turn properly. She requested that the retailer repair the product. However to repair the product would cost at least £50. It is therefore far cheaper to simply replace the product with a new one than to pay to repair the product. The retailer may therefore refuse Emma's choice and just replace the product with a new (working) one.

You will be entitled to return the product for a full refund in the following circumstances:

  • Repair or replacement isn't possible
  • Repair has been unsuccessful
  • Replacement is not possible and repair would take an unreasonably long amount of time
  • Repair or replacement would be significantly inconvenient
  • The cost of repair or replacement is disproportionate to the value of the product
  • The replacement product also turns out to be faulty

If you wish to keep the product, you are still entitled to a refund. If an unsuccessful attempt at repair or replacement has taken place and it is less than 6 months since purchase, no deduction will be made by the retailer to the refund amount. The exception to this is in relation to motor vehicles where a reasonable deduction may be made to reflect your use of the vehicle in the preceding months.

(3) Over 6 months since purchase

If it is more than 6 months since you purchased the product, you must prove that the product was faulty at the time of purchase. You would likely need an expert report to prove this.

Supply of services

A service is supplied whenever you pay someone to do work for you. Common services provided include:
  • Dry cleaning
  • Repairing a chipped windscreen
  • Installing a new kitchen
  • Repairing double glazing
All these service contracts are governed by The Consumer Rights Act 2015 which protects you should anything go wrong. For example the rules state that:
  • All services must be carried out with reasonable care and skill
  • Any written or oral information relied upon by the consumer is binding
  • Services must be carried out in a reasonable amount of time
  • If the price is not agreed first, services must be carried out for a reasonable price

If these rules are not followed, under The Consumer Rights Act 2015, you can demand that the contractor rectifies the inadequate service in a reasonable amount of time at no cost to you. If this is not possible, you can claim a price reduction which, depending upon the problem, could be up to 100% of the cost.

Unfair Contract Terms

The Consumer Rights Act 2015 gives you the right to challenge hidden costs or unfair terms. If you are unhappy with the terms of a contract, you should:

1. Initially complain to the contractor, setting out your concerns in writing.
2. If you are not happy with the response provided by the contractor, consider seeking legal advice about breaking the contract.

The Consumer Rights Act 2015 does not dramatically alter the provisions in previous legislation but has successfully simplified the position so that consumers can better understand and take advantage of the protection provided to us all.

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[Add a Comment]
Margaret - Your Question:
Hi I purchased a 3 and 2 seater leather look sofa from SCS and had it delivered on the 4th of May 2017. After having the sofa for only 6 weeks I noticed the sofa was leaning to one side and making a noise when being sat on. I rang SCS to inform them of this for them to send out someone to repair it. The repair man came out and pulled the sofa apart and informed me that it had not been installed correctly. He left advising that he had fixed the problem. A few weeks later the same problem happened again and the material had began to sag on the sofa. Again I called SCS and they sent another repair man out who advised that I keep plumping up the cushions and that the sofa had been fixed again. The sagging of material was not only on the cushions and backrests it was on the sides of the sofa and the bottom. A few weeks later the sofa was still making a squeaking noise when sat on. I again rang SCS who sent out another repair man. He tightened the springs underneath the sofa as he advised they had not been tightened correctly at installation. He also began stapelling something underneath the sofa. When I asked what he was doing and why he was reluctant to give an answer. He left stating the sofa again was fixed. Within 2 weeks of his 3rd visit, the squeaking started on another part of the sofa. I rang SCS again to be told they would send someone out again to fix it. When the repair man arrived he examined the sofa and the squeak and advised again the springs had not been installed correctly. I refused to allow him to repair it as this has been an ongoing problem. I have requested a refund from SCS to which they are saying I am not entitled to. Any help would be appreciated. Thank you.

Our Response:
If it's still less than 6 months since purchase you are entitled to a repair or replacement.If an unsuccessful attempt at repair or replacement has taken place and it is less than 6 months since purchase a refund should be made.
ConsumerRightsExpert - 10-Nov-17 @ 12:25 PM
Hi i purchased a 3 and 2 seater leather look sofa from SCS and had it delivered on the 4th of May 2017.After having the sofa for only 6 weeks I noticed the sofa was leaning to one side and making a noise when being sat on. I rang SCS to inform them of this for them to send out someone to repair it. The repair man came out and pulled the sofa apart and informed me that it had not been installed correctly. He left advising that he had fixed the problem. A few weeks later the same problem happened again and the material had began to sag on the sofa. Again i called SCS and they sent another repair man out who advised that i keep plumping up the cushions and that the sofa had been fixed again. The sagging of material was not only on the cushions and backrests it was on the sides of the sofa and the bottom. A few weeks later the sofa was still making a squeaking noise when sat on. I again rang SCS who sent out another repair man. He tightened the springs underneath the sofa as he advised they had not been tightened correctly at installation. He also began stapelling something underneath the sofa. When i asked what he was doing and why he was reluctant to give an answer.He left stating the sofa again was fixed. Within 2 weeks of his 3rd visit, the squeaking started on another part of the sofa. I rang SCS again to be told they would send someone out again to fix it. When the repair man arrived he examined the sofa and the squeak and advised again the springs had not been installed correctly. I refused to allow him to repair it as this has been an ongoing problem. I have requested a refund from SCS to which they are saying i am not entitled to. Any help would be appreciated. Thank you.
Margaret - 8-Nov-17 @ 10:51 AM
Our client signed up the contract for made to measure windows and doors back in August. He asked for installation to start as soon as possible. The windows and door were manufactured and ready to install. After a month or so client said that he doesn't get the approval from council to install the windows. Could we still claim the amount we asked him to pay?
The seller - 6-Oct-17 @ 8:55 AM
Swanny01 - Your Question:
Hi all im desperate for some advice 2 weeks ago I got nano ring hair extensions fitted at home. The lady prior to the fitting said no damage would be caused to the natural hair and these would last approx 6 months. After 1 week 6 extensions had fell out and two with white a lot of my own hair attached which had been pulled from my scalp. I contacted the lady to explain and she blamed me saying I was using too much heat. I also explained I had lots of itching and this was normal. 2 weeks after fitting I have noticed that every strand of extension is pulling my own hair out from the scalp and not just little bits. I have contacted the lady and she said she has fitted them correctly but she can't come to have a look at this for another week. I am really concerned that I have paid £220 for two weeks wear and major damage possibly baldness to my own hair. Can someone please advise??

Our Response:
If you're not happy, the stylist should offer you a full or partial refund. If she disputes your version of events or says it's how you've treated the extensions, ask another salon/stylist to give you an independent opinion.
ConsumerRightsExpert - 11-Sep-17 @ 10:10 AM
Hi all im desperate for some advice 2 weeks ago I got nano ring hair extensions fitted at home. The lady prior to the fitting said no damage would be caused to the natural hair and these would last approx 6 months. After 1 week 6 extensions had fell out and two with white a lot of my own hair attached which had been pulled from my scalp. I contacted the lady to explain and she blamed me saying I was using too much heat. I also explained I had lots of itching and this was normal. 2 weeks after fitting I have noticed that every strand of extension is pulling my own hair out from the scalp and not just little bits. I have contacted the lady and she said she has fitted them correctly but she can't come to have a look at this for another week. I am really concerned that I have paid £220 for two weeks wear and major damage possibly baldness to my own hair. Can someone please advise??
Swanny01 - 8-Sep-17 @ 12:31 PM
T - Your Question:
On Saturday 2ns September I went to John Lewis and selected a wallpaper to be used for a feature wall in my lounge. I took a picture of the wallpaper from the samples book that I had selected, with the detail label of its dimensions, the prices listed in the sample book and the cover so that I would remember which one I had selected. The price list at the front of the book listed 12 different patterns all at £29 per roll. I also asked a member of staff who referred me to this price list. I then went to place the order with the full sample book in hand. When trying to place the order and work out quantities required with the pattern match I was then advised that the prices were wrong listed in the book and it was actually £86 'per roll'. I agreed to this. But was told that she wanted to speak with the manufacturer first to confirm the amount on a roll. But as this was Saturday, she would call me on the Monday. I then receive a call on Monday to say "actually the price in the front of the book is correct and that it is £29 per roll, and that she would put an invoice for me together so that I could place my order and she emailed me this at 17.30 for three rolls total £86. But when I called to place the order the store had closed. On my way home from work I purchased green paint that matched that wallpaper and painted the rest of my lounge (as I have a new sofa arriving on Saturday 9th September.So Tuesday 5th September I call the lady again at John Lewis at 10am to give her my credit card details and when she put me on hold for over 10 minutes whilst she was trying to transfer my call to a line near her computer, my house phone started to ring.I answer, and it is John Lewis customer services asking me to place my order which is 'on hold awaiting payment'. But then she sees the order is for "9p"? I then gave her the reference number that I have on my invoice. She agrees three rolls of wallpaper total amount charged to my credit card £86.Two hours later, Jane the lady from textiles department calls to apologise for leaving my original call on hold as she could not transfer the call and continues to talk about the wallpaper. I advised her that John Lewis had already called me and taken full payment when she said "no you can't the order is wrong, I have just spoken to the manufacturer and as it is a bespoke wall art, it is actually £29 per square meter and not per roll. Therefore as I require 15 square meters that would cost a over £435!!".I then said "what, I can't agree to that"! I was completely shocked as I thought this had all been ordered and she said she would arrange a refund.But I have now painted my lounge a green that I would have never picked normally and was specific to that paper. Can John Lewis actually take my order and then change the price after payment has been made on a credit card or do they have a duty to honour this?Please advise what I should do?Best wishes T

Our Response:
Unfortunately pricing errors do occur occasionally. In this case it does sound like a bit of incompetence on the part of the retailer.The issue here is when the contract has taken place some retailers reserve the right to cancel an order up to the point of delivery.
John Lewis terms and conditions (for online/distance orders) are as follows: "Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order".
In this case therefore, you cannot claim that John Lewis has breached the contract. It has refunded you the full amount that was taken as a result of the error. If you wish to claim compensation for the painting that you undertook needlessly as a direct result of the error, it's worth writing to John Lewis. They may offer you a discount on an alternative paper etc.
ConsumerRightsExpert - 7-Sep-17 @ 2:03 PM
On Saturday 2ns September I went to John Lewis and selected a wallpaper to be used for a feature wall in my lounge. I took a picture of the wallpaper from the samples book that I had selected, with the detail label of its dimensions, the prices listed in the sample book and the cover so that I would remember which one I had selected.The price list at the front of the book listed 12 different patterns all at £29 per roll.I also asked a member of staff who referred me to this price list. I then went to place the order with the full sample book in hand. When trying to place the order and work out quantities required with the pattern match I was then advised that the prices were wrong listed in the book and it was actually £86 'per roll'. I agreed to this. But was told that she wanted to speak with the manufacturer first to confirm the amount on a roll. But as this was Saturday, she would call me on the Monday. I then receive a call on Monday to say "actually the price in the front of the book is correct and that it is £29 per roll, and that she would put an invoice for me together so that I could place my order and she emailed me this at 17.30 for three rolls total £86. But when I called to place the order the store had closed.On my way home from work I purchased green paint that matched that wallpaper and painted the rest of my lounge (as I have a new sofa arriving on Saturday 9th September. So Tuesday 5th September I call the lady again at John Lewis at 10am to give her my credit card details and when she put me on hold for over 10 minutes whilst she was trying to transfer my call to a line near her computer, my house phone started to ring. I answer, and it is John Lewis customer services asking me to place my order which is 'on hold awaiting payment'. But then she sees the order is for "9p"? I then gave her the reference number that I have on my invoice. She agrees three rolls of wallpaper total amount charged to my credit card £86. Two hours later, Jane the lady from textiles department calls to apologise for leaving my original call on hold as she could not transfer the call and continues to talk about the wallpaper. I advised her that John Lewis had already called me and taken full payment when she said "no you can't the order is wrong, I have just spoken to the manufacturer and as it is a bespoke wall art, it is actually £29 per square meter and not per roll. Therefore as I require 15 square meters that would cost a over £435!!". I then said "what, I can't agree to that"! I was completely shocked as I thought this had all been ordered and she said she would arrange a refund. But I have now painted my lounge a green that I would have never picked normally and was specific to that paper.Can John Lewis actually take my order and then change the price after payment has been made on a credit card or do they have a duty to honour this? Please advise what I should do? Best wishes T
T - 6-Sep-17 @ 8:37 AM
We brought a new trunk coffee table from SCS recently. This item was delivered on 23rd May 2017, when the delivery man unpacked and put the table together it looked fine until we looked closely after he left and found damage on one of the corners and the bottom shelve is rough on the edges in places. We took pictures of the damage and then we went down to the local store on the same day of the delivery and showed them the pictures.They asked me to send these pictures to the email given by them and we went for response in a few days. Unfortunately, we missed the call and since then, they have been very unhelpful and keep pushing us to pillow to post telling us what we need to do but they are not given us any answers.All we ask them to do is replace the damaged item. Now we had enough of their pushing us around. We need action! Please can you advise me.
Kay - 11-Jul-17 @ 2:01 PM
Irene - Your Question:
My parents purchased 4 fresh lobsters and 8 oysters from a mobile fishmonger that comes to the town market stall once a week. We were very excited that evening as we couldn't wait to tuck in to the seafood. Unfortunately that evening we discovered that two of the lobsters and one oyster were spoilt and beyond consumption. The lobster meat was mushy. We were shocked and disappointed as we were expecting fresh seafood and it was not the case. Our first instinct was to throw away the off seafood after taking pictures for evidence. Who knows we would have got food poisoning if we have eaten the unfresh seafood. Two weeks later, I went back to the fish stall. Bare in mind they come only once a week. I would have gone back after the first week but I was busy then. Anyway, I explained the spoilt lobsters and oyster and I just wanted replacement or something, but I was turned away by the boss of the stall. He was unhelpful he told me I should have kept the lobster in the freezer and bring it in to show them. He said my photos I took could have been with other seafood I bought elsewhere! I was so furious as if I would have known all these rules he just said. They have clearly sold me faulty food, nobody would have known at time of purchase because it's shellfish the goods are behind the shells. I really want to know if I legally deserve a refund or replacement in this matter. Thanks for any comments in advance.

Our Response:
If the seafood was "off" you should really have reported it to environmental health to save others from food poisoning. We're not sure what the situation is with food items that have gone off and you can't take them back straight away. You may have to ask a professional consumer rights lawyer.
ConsumerRightsExpert - 3-Jul-17 @ 10:02 AM
My parents purchased 4 fresh lobsters and 8 oysters from a mobile fishmonger that comes to the town market stall once a week. We were very excited that evening as we couldn't wait to tuck in to the seafood. Unfortunately that evening we discovered that two of the lobsters and one oyster were spoilt and beyond consumption. The lobster meat was mushy. We were shocked and disappointed as we were expecting fresh seafood and it was not the case. Our first instinct was to throw away the off seafood after taking pictures for evidence. Who knows we would have got food poisoning if we have eaten the unfresh seafood. Two weeks later, I went back to the fish stall. Bare in mind they come only once a week. I would have gone back after the first week but I was busy then. Anyway, I explained the spoilt lobsters and oyster and I just wanted replacement or something, but I was turned away by the boss of the stall. He was unhelpful he told me I should have kept the lobster in the freezer and bring it in to show them. He said my photos I took could have been with other seafood I bought elsewhere! I was so furious as if I would have known all these rules he just said. They have clearly sold me faulty food, nobody would have known at time of purchase because it's shellfish the goods are behind the shells. I really want to know if I legally deserve a refund or replacement in this matter. Thanks for any comments in advance.
Irene - 30-Jun-17 @ 5:11 PM
Jo - Your Question:
I took my wedding dress to a seamstress who has messed up the back of my wedding dress and somehow managed to make the dress too tight for me and my bridesmaid when the dresses where altered just 4 week apart from the first fitting. I was unhappy with the changes she has worked on and have requested a refund on the money we had paid her cash in hand which they are refusing. Reading this it's seems I should be able to get a refund but can I just double check before I continue this sagger?

Our Response:
Yes if you're not happy with the service provided and it was clear was was required before the work was carried out, you should give her the chance to rectify the work, or ask for a refund if she doesn't.
ConsumerRightsExpert - 16-Jun-17 @ 12:57 PM
I took my wedding dress to a seamstress who has messed up the back of my wedding dress and somehow managed to make the dress too tight for me and my bridesmaid when the dresses where altered just 4 week apart from the first fitting. I was unhappy with the changes she has worked on and have requested a refund on the money we had paid her cash in hand which they are refusing. Reading this it's seems I should be able to get a refund but can I just double check before I continue this sagger?
Jo - 14-Jun-17 @ 5:56 AM
hi there can you help I purchased a mattress from my catalogue its over the 28days now as ive been abroad ,, I have noticed the mattress is dipped in the middle which does not look correct and I feel this is not fit for use as I have a bad back .. I contacted the company who said they will need to send a repair man out and will repair if need be .. I don't want it repaired but I am willing to purchase another type of mattress can you advise please
ajnsd1888 - 25-May-17 @ 9:15 AM
I purchased 2 seater and 3 seater reclining sofas plus sideboard,tv unit and nest of tables from Oak Furniture land last Friday. On arrival the 3 seater had 2"gap in cushions, delivery men phoned customer sv stating the fault. He took photos and left. Heard nothing. Monday went into store didnt want to know but offered to phone customer service and I could speak to them. They would send inspector. He came 2 days later. All bars underneath are bent so not to use electric reclining option. He would report his findings to his manager and they will contact me. They have not contacted me but sent an email stating new bars are on order and will be delivered to me in 8 weeks, then i need to make an appointment for taking sofa apart and new bars fitted. I do not want a repaired sofa. Ive spent almost two and a half thousand pounds at oak furniture i want one that is perfect. Can i insist on them taking it back and giving me another? I also had a lamp delivered on sale in the shop for £149 which was a "free gift" when you spend 1.5 grand. It arrived damaged. She asked do you want another or will you accept a refund of £30!!! She has arranged to sendme another.Hopefully it will be ok.
Ella - 20-May-17 @ 5:26 PM
I bought a kitchen with an wilsonart earthstone integrated sink, upon delivery all seemed fine used a bowl within the sink itself, after a period of a month a fine line of dirt developed inthe sink did nothing about it stupidly, now it's been in a year and the fine line has now become a crack and leaking I've been into store and been past from pillar to post and back again. Today they came back with, the fault lies with the fitter as he should have reported it as soon as noticed it and will not replace or compensate . I am also the fitter and the owner,. If I fitted the sink for another customer I would not have noticed the crack on fitment. when it was fitted no visible crack was there only after several dirty bowls of water had been poured down the sink did the cracks appear, should I press them further or do I replace myself?
Raddy - 12-May-17 @ 12:04 PM
Polly - Your Question:
I've got a 8week old brand new Nissan Juke,it's developed major problems,loosing power,had a near miss experience while on motorway when this happened, the dealership garage had it repaired saying it was the coolant cap that had come loose,but it caused the ESP warning light to come on permanently,the gear change symbols to stay on,no cruise control,no speed limiter,stop start won't knock off,that's what needs seeing to, garage so called did these repairs and 5days later same thing happened again so it's back in garage to get sorted, but to be honest it has frightened me this happened twice while traveling at speed of 68mph on motorway,what are my rights if I asked for a replacement car all together.

Our Response:
If this repair does not solve the issues, you may be able to ask for a refund or replacement on the basis that you have been put to too much incovenience waiting for repairs already. See the bullet points in the section entitled "30 days to 6 months since purchase" in the above article.
ConsumerRightsExpert - 11-May-17 @ 10:09 AM
I've got a 8week old brand new Nissan Juke,it's developedmajor problems,loosing power,had a near miss experience while on motorway when this happened, the dealership garage had it repaired saying it was the coolant cap that had come loose,but it caused the ESP warning light to come on permanently,the gear change symbols to stay on,no cruise control,no speed limiter,stop start won't knock off,that's what needs seeing to, garage so called did these repairs and 5days later same thing happened again so it's back in garage to get sorted, but to be honest it has frightened me this happened twice while traveling at speed of 68mph on motorway,what are my rights if I asked for a replacement car all together.
Polly - 8-May-17 @ 5:00 PM
Hi, my 67 mom recently bought some double glazing windows from a company in hull which said they have a 10 year gaurentee. a week after they were installed the plastic on the front started to peel off and she realized there was gaps all around the windows that whistled when wind blew. The windows where also starting to cause cracks all around the bay windows which the structural engineer we hired said was caused by the windows not been installed properly. Obviously we called the company to come and fix the problems. they came a few times and have it a half hearted go which didn't rectify the problems. so we called again, and again and again. they would either say they would call us back or some one would come around to fix it. no one ever would. occasionally person on phone would get snippy and rude. Today some one, she thinks maybe the owner,turned up and was dismissing everything my mom was saying, she felt intimidated by his attitude. he left saying he will be in touch by monday but after past experiences he probably wont. What recourse does she have? i just said to tell them enough is enough as it's been almost half a year and they haven't fixed them and to just go to small claims court to get the money back and the money to fix structural problems that the windows created before it gets worse. Is that an option?
luke - 17-Feb-17 @ 1:45 PM
I purchased a condenser dryer from littlewoods about 8-9 months ago, once delivered I phoned up candy/Hoover to register it and while on phone took out extra cover, now Iv been having problems with the dryer and they have been out to fix it 4 times, last time was only a week ago and now it's broke again and been told someone will be out next week to look at it and fix it if possible if not they will order the parts needed and then return to fix it. So I'm wondering if this is correct or am I entitled to a new dryer, of the candy/Hoover company or littlewoods were I purchased it from. Thanks
Chezzii - 10-Feb-17 @ 11:18 AM
I purchaseda kitchen cupboard door online and the item was made to measure. The item arrived damaged and therefore sent pictures to the company (who accepted the damage) and requested a refund rather than replacement (due to time constraints I had to get the item from somewhere else) The company are claiming that I cannot get a refund, only a replacement as the item was made to measure. Is this true?
GHE - 31-Jan-17 @ 1:42 PM
Hi, purchased a shirt on ebay wore it once, washed it (following label information) colour faded from shirt in huge streaks now unwearable, ebay states not covered yet there is no mention of no cover for clothing post sale, where do i stand after all clothing is meant to be washed at some point surely???
GUM69bo - 30-Jan-17 @ 4:03 PM
My sept 16 wedding was ruined by staff at war and a terrible manager. The agreements were not delivered and I had to almost project manage for a year. The venue have admitted fault and suggested a 15% refund as a final offer and response to my nearer 25% request. Can I go through small claims?
Lolo - 15-Jan-17 @ 9:00 PM
Trace - Your Question:
HI I purchased a samsung ecobubble 9kg washing machine from currys it's making a banging noise and bouncing on spin so asked currys for a replacement or refund as it's less than 30 days but was told they have to get a uplift number from Samsung in order to give me a refund or replacement first but samsung are saying that a engineer will need to come out and do a report on the the machine and if it's repairable it will be fixed can I not have a refund or replacement without doing this as it's not 30 days old currys are refusing to give me a refund or replacement

Our Response:
They are wrong. Send a letter quoting the above act saying that you are rejecting the item and requesting a full refund under the terms of the act. YOu can also refer to their terms and conditions which say "Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. You can return it to a store. Or you can arrange for a return by calling us on 0344 561 1234, or by emailing customer.services@currys.co.uk."
ConsumerRightsExpert - 11-Jan-17 @ 2:42 PM
HI I purchased a samsung ecobubble 9kg washing machine from currys it's making a banging noise and bouncing on spin so asked currys for a replacement or refund as it's less than 30 days but was told they have to get a uplift number from Samsungin order to give me a refund or replacement first but samsung are saying that a engineer will need to come out and do a report on the the machine and if it's repairable it will be fixed can I not have a refund or replacementwithout doing this as it's not 30 days old currys are refusing to give me a refund or replacement
Trace - 10-Jan-17 @ 8:50 PM
SamH - Your Question:
I have been purchased a pair of boots as a gift (hence no receipt) but after one outing they split. I contacted the manufacturer who having seen photos of the damage, asked I take them to their local stockist. I did this and they were sent away. A few weeks or later I received a call from the local stockist confirming that the manufacturer had deemed the boots to be faulty and issued me with a credit note as the boots were no longer in stock or available. I have since shopped around for a new pair of boots and whilst happy to stay with the same manufacturer, I can source the boots cheaper if I buy them from a different stockist to that who sent the boots away. My question is - am I entitled to receive the credit note equivalent in cash so I can purchase the boots from a different retailer or am I obligated to use the issued credit note with the local stockist?

Our Response:
No, without proof of purchase, most retailers will only offer a credit note.
ConsumerRightsExpert - 4-Jan-17 @ 2:44 PM
I have been purchased a pair of boots as a gift (hence no receipt) but after one outing they split. I contacted the manufacturer who having seen photos of the damage, asked I take them to their local stockist. I did this and they were sent away. A few weeks orlater I received a call from the local stockist confirming that the manufacturer had deemed the boots to be faulty and issued me with a credit note as the boots were no longer in stock or available. I have since shopped around for a new pair of boots and whilst happy to stay with the same manufacturer, I can source the boots cheaper if I buy them from a different stockist to that who sent the boots away. My question is - am I entitled to receive the credit note equivalent in cash so I can purchase the boots from a different retailer or am I obligated to use the issued credit note with the local stockist?
SamH - 3-Jan-17 @ 5:33 PM
ozay - Your Question:
Hi I purchased 2 sofas from furniture village on black Friday, as items were in stock the sofas were delivered within 10 days. Upon arrival I noticed the underneath of the sofa was torn. This was reported to customer services and an inspector was sent to repair this 3 days later. That evening I also noticed that the sofa did not sit straight, the back cushion on the left was 3-4 cm's lower than the right side. When the inspector came I showed him this, he took several measurements and also used a spirit level to ensure the floor was straight and level and not slopped! He agreed the back cushion on one side was 3-4cm's lower than the other. Due to this I refused the repair to the underneath tare, and clearly said I was not happy to accept this sofa. He made a report and sent it back to customer services to assess. He said in most situations like this an engineer would come round to repair the back cushion by taking everything apart and reassembling the whole sofa. He said this would take 3-4 hours to do. I said there was no way I would accept that. I wanted a new sofa or refund. He said I would have to wait for furniture village to assess the report and give a final decision. Is this correct? can I demand a refund or do I have to accept this lengthy repair? the sofas are leather and now 1 week old. thank you.

Our Response:
No. If you were not given the opportunity to examine the items in store you can return them for a full refund within 30 days of purchase. Please read the article above.
ConsumerRightsExpert - 14-Dec-16 @ 2:15 PM
Hi I purchased 2 sofas from furniture village on black Friday, as items were in stock the sofas were delivered within 10 days.Upon arrival I noticed the underneath of the sofa was torn. This was reported to customer services and an inspector was sent to repair this 3 days later. That evening I also noticed that the sofa did not sit straight, the back cushion on the left was 3-4 cm's lower than the right side. When the inspector came I showed him this, he took several measurements and also used a spirit level to ensure the floor was straight and level and not slopped! He agreed the back cushion on one side was 3-4cm's lower than the other. Due to this I refused the repair to the underneath tare, and clearly said I was not happy to accept this sofa. He made a report and sent it back to customer services to assess. He said in most situations like this an engineer would come round to repair the back cushion by taking everything apart and reassembling the whole sofa. He said this would take 3-4 hours to do.I said there was no way I would accept that.I wanted a new sofa or refund.He said I would have to wait for furniture village to assess the report and give a final decision.Is this correct? can I demand a refund or do I have to accept this lengthy repair? the sofas are leather and now 1 week old. thank you.
ozay - 13-Dec-16 @ 9:26 PM
Upgraded mobile phone last Tuesday with the car phone warehouse to iPhone 7. Yesterday the phone switched off with 35% batteryshowing and unable to switch it back on. Took it back into store today (7 days later) and was told that because the screen had a small scratch on it they were unable to exchange and I would need to return it to the manufacturer (Apple Store). Spoke to Apple Store and they are happy to provide a new handset but an appointment for this will take a week. From what I read on your page, I would expect that it's car phone warehouse who is responsible to replace the faulty handset despite the scratch on the screen? Thanks in advance
Loulou - 29-Nov-16 @ 11:54 PM
Today I received delivery of my divan and mattress. Everything appeared ok, so I signed the delivery note. Once the men had gone I noticed they had turned the mattress so the label was at the top. As this mattress is a no turn mattress I couldn't turn the mattress the correct way round as far too heavy to do alone. My partner came home and he wasn't happy it being that way round so we turned it. Once the correct way we noticed a small hole and brown mark similar to a cigarette burn but no smell of this, on the end of the mattress. It would appear the delivery men had turned it this way to hide the mark/hole. Please can you tell me what my rights are and am I able to ask for a new mattress without having to pay for another delivery charge. Thank you Unhappy
Unhappy - 27-Oct-16 @ 7:16 PM
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