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Is the Shop or Manufacturer Responsible for Faulty Goods?

By: Sarah Clark (ILEX) - Updated: 24 May 2017 | comments*Discuss
 
Rights Consumer Warranty Faulty Goods

“I bought a washing machine from a big high street electrical shop two months ago, and it’s still under the manufacturer’s warranty. I started having some problems with it last week, where it wasn’t taking the fabric conditioner in.

I checked the manual and did all the things it told me to, but it’s still not working. I even rang up the manufacturer to see if their helpline had any advice, but they said I’d tried everything and should go back to the shop.

I went into the shop to ask them if they would give me a replacement machine or my money back. They said that because the machine was still under warranty, I needed to ask the manufacturer to repair it, or replace it, and it was nothing to do with them. Both of them are blaming each other and in the meantime my machine won’t work. What can I do”

Advice

Your rights are with the retailer.

Legally, you have a contract according to the Sale and Supply of Goods Act, and that contract is with the retailer, the person who you paid your money to, and not the manufacturer. Any rights that you have against the manufacturer, such as a warranty, are in addition to your legal rights in consumer law, and so you don’t have to rely on that. Your first port of call should always be the shop.

What are my Consumer Rights with Faulty Goods?

Whenever you buy goods from a shop, they must be of satisfactory quality. This takes into account issues such as how long you would expect that type of item to last (durability); freedom from minor defects; safety and even appearance. In your case, the machine isn’t doing what you would expect it to. You’ve only had it for two months and already it’s stopped working properly. Most people would expect a brand new washing machine to last more than two months without developing this type of problem, and the law says that if a fault develops in the first six months, it’s deemed to have been there when you purchased it.

This puts the shop in breach of their contract with you, and entitles you to redress from them. What you’re entitled to is always what’s ‘reasonable’ under the circumstances, so you may be able to push for a refund, but you might have more luck if you ask for a replacement machine, or a free repair. Of course, if the machine is playing up after only two months, a repair might not be acceptable to you. Negotiate with the shop and make it clear that you know your rights.

What are my Rights with the Warranty?

A warranty from a manufacturer can be useful, and it’s in addition to your specific legal rights. If this type of fault developed after six months, it would be harder to prove that the fault was there when you bought the machine, and the responsibility to do so would be on you, rather than the shop. It could end up costing you more to prove who’s at fault than it would to buy a new washing machine!

In this scenario, call on the warranty and see if you can get the machine repaired free of charge. Read the terms and conditions first, you might have to pay a call out charge, or there might be a fee. Some warranties also provide for a replacement if the goods can’t be repaired. Remember though, that any free warranty is an extension to your consumer rights, and harder to enforce. If you actually pay for a warranty (which many retailers like to try and make you do) it does make things slightly different as you then have a separate contract with the company who operates the warranty.

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just purchased a mobile phone from argos .its covered for 30days after that if any thing goes wrong with it i was told i would have to send it back to the manufacturers surely this information is incorrect .?
bugsy - 24-May-17 @ 5:17 PM
Help! I bought a shower from a well known online retailer on 27th April. It was plumbed in on 13th May but has a fault which means that it's leaking internally. I asked the retailer to arrange for collection of the shower and to replace it, but they've said that I should contact the manufacturer. I think they should accept responsibility. Am I right? It's within the 30 day period, but I'm not sure if that applies with online purchases. Thanks!
LornaB - 17-May-17 @ 8:22 PM
I brought a beko tumble dryer in2013 than was replaced by company 2015 since than it's recently over heated never cut of and the plug turned black from tumble and burnt socket on the wall the same model has been recalled but not my serial number beko don't want to no even tho my tumble dryer is doing same fault as the recalled ones what should I do next as been pushed from one person to the next
Potty - 5-May-17 @ 5:53 PM
B&Bowner - Your Question:
Monday 12th December 2016 - We purchased a new combi boiler from a retailer, total cost of install - £1695 + VAT = £2034. Sub-contractors installed the boiler. Worked okay for a few weeks, then suddenly in mid-January, the hot water failed on several occasions. Mysteriously the temp gauge would drop rapidly but the burners would fail to kick-in. Monday 13th February 2017 - First repair attempt failed within days. FOUR further visits from engineers over the last TWO MONTHS, each engineer going away saying they had fixed it - they hadn't! In desperation we videoed the temperature gauge falling to below 13 degrees during one of the many hot water malfunction episodes and sent it to both the retailer and the manufacture. The manufacturer is claiming there is nothing wrong with the boiler and is blaming the system. The retailer has had an independent engineer check the system and everything is as it should be. The manufacturer is refusing to believe that their sub-contractor hasn't fixed the problem and so is refusing to replace the boiler free of charge. We have quoted the Consumers Right Act to the retailer - it's their responsibility in law to either repair or replace, however it seems we are stuck between a rock and a hard place and in the meantime we continue to live with a BRAND NEW combi boiler that quite randomly suddenly decides it's not going to give us any hot water - We own and run a B&B Guesthouse, this situation is extremely detrimental to our business, we have had several guests complain in person and as well as online about the hot water issue and it's very stressful not knowing if and when the boiler will fail next! - PLEASE HELP, any advice would be greatly appreciated, thank you.

Our Response:
If the item is faulty the retailer has to repair or replace it free of charge within 6 months of purchase unless the retailer can prove it wasn't faulty when it was purchased. Even if it wasn't faulty at the time of purchase and has developed a fault that indicates it is not of satisfactory quality or "fit for purpose" your consumer rights still apply. The retailer should be dealing with this...it's up to them to claim back from the manufacturer. Send a letter saying this is a breach of the Consumer Rights Act 2015 and that you intend to take legal action. If this doesn't have the desired result, you will have to pursue it via the court (the small claims court may be the best option).
ConsumerRightsExpert - 3-May-17 @ 11:18 AM
Monday 12th December 2016 - We purchased a new combi boiler from a retailer, total cost of install - £1695 + VAT = £2034. Sub-contractors installed the boiler. Worked okay for a few weeks, then suddenly in mid-January, the hot water failed on several occasions. Mysteriously the temp gauge would drop rapidly but the burners would fail to kick-in. Monday 13th February 2017 - First repair attempt failed within days. FOUR further visits from engineers over the last TWO MONTHS, each engineer going away saying they had fixed it - they hadn't! In desperation we videoed the temperature gauge falling to below 13 degrees during one of the many hot water malfunction episodes and sent it to both the retailer and the manufacture. The manufacturer is claiming there is nothing wrong with the boiler and is blaming the system. The retailer has had an independent engineer check the system and everything is as it should be. The manufacturer is refusing to believe that their sub-contractor hasn't fixed the problem and so is refusing to replace the boiler free of charge. We have quoted the Consumers Right Act to the retailer - it's their responsibility in law to either repair or replace, however it seems we are stuck between a rock and a hard place and in the meantime we continue to live with a BRAND NEW combi boiler that quite randomly suddenly decides it's not going to give us any hot water - We own and run a B&B Guesthouse, this situation is extremely detrimental to our business, we have had several guests complain in person and as well as online about the hot water issue and it's very stressful not knowing if and when the boiler will fail next! - PLEASE HELP, any advice would be greatly appreciated, thank you.
B&Bowner - 2-May-17 @ 2:42 PM
Azure - Your Question:
Shop I bought from is still there but it is owned by an entirely different and unrelated company. Who is responsible for fixing or replacement of faulty goods. Thanks

Our Response:
Did the product come with a warranty/guarantee? If so it might be worth contacting the manufacturer. If the retailer is still around - operating as the business, but in a different location, they will still be responsible. If they have gone into administration or simply closed down, and the manufacturer can't help, then your credit card company might be able to.
ConsumerRightsExpert - 2-May-17 @ 11:53 AM
Please try to keep your posts short and do not include names of individual contractorsetc. If they do, we may have to remove them. Thanks.
ConsumerRightsExpert - 2-May-17 @ 11:48 AM
Shop i bought from is still there but it is owned by an entirely different and unrelated company.Who is responsible for fixing or replacement of faulty goods. Thanks
Azure - 1-May-17 @ 8:52 AM
we purchased a Vax hoover, not carpet cleaner. it states for hard floors, short or deep pile had new carpet in January and have been noticing significant loops of the pile coming out whilst hovering the carpet , on the recommended setting. I'm concerned that if I continue the carpet will be ruined.hoover was purchased from Argos and still in warranty. We made complaints but Vax won't agree its because of the hoover. Argos wont take it back as its not broken, in the meantime I'm without a hoover. I wondered if anyone else is having similar problems, or have any advice we may fine useful
lea - 28-Apr-17 @ 2:28 PM
I bought a sofa from scs. I've had the sofa since the end of 2013. The base of the sofa has completely fallen through. The wood has snapped and pushed through the material. I have tried calling customer services and they have told me I have to pay £75 for someone to come out and look at the sofa. This doesn't seem right, but apparently it's in the contract. I asked to speak to a manager and they refused to let me. I called up twice and my husband called once. They gave me an email that started with "customer service" so can only assume it will go straight back to them. I tried the email and it's invalid. I know people say "it's your right" but that doesn't help unless you practice law. If I could afford to take SCS to court I wouldn't be buying my sofa from them in the first place. Are they all just allowed to make the rules as they go and rip us off and we have to just take it? They are effectively making money out of producing bad workmanship...this can be legal???
Mandy - 6-Apr-17 @ 1:33 PM
Magz - Your Question:
Hi I brought a sofa from kc sofas in nottingham in aug 2016 I received my new sofa oct 24th when it was delievered I made them aware the scatter cushions where wrong so I was told they would be re ordered and would receive them in 2wks I received them 8 wks later to then be the wrong colour so I contacted kc sofas again to be told they knew what had happened and the swatch was similar but it would be replaced within 2wks again it took over 6 wks to which I did receive the correct cushions in this time I noticed that the fabric on the underside of the cushions was worn and holes where starting to appear so I sent them pictures of this when they came they lkd and agreed the springs rubbing was causing the problem so they would have new covers made and as the factory that made the cushions was seperate to the factory that made the covers I would have them in 2wk to which at the 13tn of march was 6wks still waiting I have been told its not their fault its the manufacturers fault they are trying I was informed I would receive them wk ending 17th march of which I havent I rang citzens advice and was told of my rights that due to the inconveinece and stress this is causeing I am within my rights to ask for a price reduction or to reject the sofa as I havent even owned it 6mths I have emailed this to the company of which he states I have been mis informed and they have 8wks to respond and 3mths to repair of which none of this was mentioned in previous conversations the sofa is also under warranty for 12mths but as the scatter cushions was now resolved this is now a new complaint and that is the time bracket they have to deal with this I was also told that I shud'nt be takeing information from the citzens advice as its mis informed I have to contact the retailer ombudsmen what I need to know is am I in my rights and some form of information as to what my legal rights are under the law as I feel im being fobbed off and they are just playing for time as what shud of been 2wks was to 6wks I was now told told today in a telephone call from kc sofas will or could be another 2wk wait thks marie

Our Response:
No, the Citizens Advice is correct. If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund (or a price reduction - if you wish to keep the product). The legislation that applies is the Consumer Rights Act 2015. The relevant points are in section 24 parts 5 and 6 as follows:
A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations
(a)after one repair or one replacement, the goods do not conform to the contract;
(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or
(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.
(6)There has been a repair or replacement for the purposes of subsection (5)(a) if—
(a)the consumer has requested or agreed to repair or replacement of the goods (whether in relation to one fault or more than one), and
(b)the trader has delivered goods to the consumer, or made goods available to the consumer, in response to the request or agreement.
ConsumerRightsExpert - 21-Mar-17 @ 12:15 PM
Hi i brought a sofa from kc sofas in nottingham in aug 2016 i received my new sofa oct 24th when it was delievered i made them aware the scatter cushions where wrong so i was told they would be re ordered and would receive them in 2wks i received them 8 wks later to then be the wrong colour so i contacted kc sofas again to be told they knew what had happened and the swatch was similar but it would be replaced within 2wks again it took over 6 wks to which i did receive the correct cushions in this time i noticed that the fabric on the underside of the cushions was worn and holes where starting to appear so i sent them pictures of this when they came they lkd and agreed the springs rubbing was causing the problem so they would have new covers made and as the factory that made the cushions was seperate to the factory that made the covers i would have them in 2wk to which at the 13tn of march was 6wks still waiting i have been told its not their fault its the manufacturers fault they are trying i was informed i would receive them wk ending 17th march of which i havent i rang citzens advice and was told of my rights that due to the inconveinece and stress this is causeing i am within my rights to ask for a price reduction or to reject the sofa as i havent even owned it 6mths i have emailed this to the company of which he states i have been mis informed and they have 8wks to respond and 3mths to repair of which none of this was mentioned in previous conversations the sofa is also under warranty for 12mths but as the scattercushions was now resolved this is now a new complaint and that is the time bracket they have to deal with this i was also told that i shud'nt be takeing information from the citzens advice as its mis informed i have to contact the retailer ombudsmen what i need to know is am i in my rights and some form of information as to what my legal rights are under the law as i feel im being fobbed off and they are just playing for time as what shud of been 2wks was to 6wks i was now told told today in a telephone call from kc sofas will or could be another 2wk wait thks marie
Magz - 18-Mar-17 @ 3:09 PM
Madeincornwall - Your Question:
Won £100 voucher in a golf tournament. Added £29 to it and bought a GPS Skycaddie. Took home, did not work. Went back to golf club. Professional made lengthy phone call to Skycaddie. Went home followed advice. It did not work. Phoned Skycaddie myself. I was emailed a postage sticker to send faulty item back to them, bypassing retailer. Replacement I had to was troublesome from start. Only worked properly 3 times out of 9. Followed online help forums for nearly 5 hours to no avail. Sent it back to Skycaddie in disgust and as it was a replacement, under consumer law, asked for refund. Refund refused by phone call and I refused another replacement. Was told to take it up with the golf club. Golf professional has moved on. Current professional has no contract with Skycaddie. I have located original professional who has terminated his contract with Skycaddie due to "issues". As Skycaddie asked me to send original faulty item back to them, I feel they should now refund. Your advice would be appreciated please.

Our Response:
Where did you actually buy the item? If the golf club was the retailer then they are responsible. Depending on how long you've owned the item (see our Guide To the Consumer Rights Act 2015 ) you should be offered a repair or replacement. If the retailer (golf club) will not help, then you might have consider the small claims court.
ConsumerRightsExpert - 27-Feb-17 @ 11:32 AM
Won £100 voucher in a golf tournament. Added £29 to it and bought a GPS Skycaddie. Took home, did not work. Went back to golf club. Professional made lengthy phone call to Skycaddie. Went home followed advice. It did not work. Phoned Skycaddie myself. I was emailed a postage sticker to send faulty item back to them, bypassing retailer. Replacement I had to was troublesome from start. Only worked properly 3 times out of 9. Followed online help forums for nearly 5 hours to no avail. Sent it back to Skycaddie in disgust and as it was a replacement, under consumer law, asked for refund. Refund refused by phone call and I refused another replacement. Was told to take it up with the golf club. Golf professional has moved on. Current professional has no contract with Skycaddie. I have located original professional who has terminated his contract with Skycaddie due to "issues". As Skycaddie asked me to send original faulty item back to them, I feel they should now refund. Your advice would be appreciated please.
Madeincornwall - 24-Feb-17 @ 6:28 PM
Tyson - Your Question:
Hi,I bought a watch from the jewellers and had barely worn it,Its spent most of the time in the box with the paper work and is in perfect condition,When I came to put it on the watch wasn't working properly and wouldn't keep the correct time,I took it back and with it still being under warranty they replaced the whole movement due to it being faulty,Since this the watch came with a 12 month warranty for the repair which has expired by 6 months but the watch has the same problem and needs a new whole movement again,This time they have told me they want me to pay for the repair and I don't think this is right as I have only wore it a couple of times since repair and the watch condition is in as good condition as when I purchased it I only ever were it for special occasions,The jewellers have told me to take it up with the manufacturer,But I didn't buy from the manufacturer so could you help me with were the responsibility lies.Thanks Tyson

Our Response:
You haven't said how long you've had the watch for or how long you've had it. Up to 6 months the retailer must replace it or get it repaired. After that you have to prove that the item was faulty at the time of purchase or is not fit for purpose. If it was a very expensive watch it would be expected to last longer than 18 months, but you may need to demonstrate/prove that it's not been kept somewhere that could have damaged it, or have not damaged it yourself etc. We suggest you check with Citizens Advice or Trading standards as you'll be able to show them the watch and the amount you paid etc.
ConsumerRightsExpert - 24-Feb-17 @ 2:23 PM
Hi,I bought a watch from the jewellers and had barely worn it,Its spent most of the time in the box with the paper work and is in perfect condition,When I came to put it on the watch wasn't working properly and wouldn't keep the correct time,I took it back and with it still being under warranty they replaced the whole movement due to it being faulty,Since this the watch came with a 12 month warranty for the repair which has expired by 6 months but the watch has the same problem and needs a new whole movement again,This time they have told me they want me to pay for the repair and I don't think this is right as I have only wore it a couple of times since repair and the watch condition is in as good condition as when I purchased it I only ever were it for special occasions,The jewellers have told me to take it up with the manufacturer,But I didn't buy from the manufacturer so could you help me with were the responsibility lies. Thanks Tyson
Tyson - 23-Feb-17 @ 10:48 AM
Bobby - Your Question:
Barclays Bank sold me a Homebuyers Survey when I bought my house. I later discovered some costly problems that the survey had missed and I complained about the survey. An independent property Ombudsman ruled that the survey was negligent. I complained to Barclays and they said it was nothing to do with them because they are just a bank, and that I should complain to the company they had hired to carry out the survey. I argued that my contract was directly with them, but they won't take any responsibility for the product they sold me. Who is right?

Our Response:
You need to check your paperwork. Sometimes a mortgage provider will recommend a surveyor. We can't see any evidence that Barclays carry out their own survey. You may have signed something or have some paperwork that indicates that the survey is carried out by another company. You should take action against the surveying company.
ConsumerRightsExpert - 13-Feb-17 @ 2:37 PM
Barclays Bank sold me a Homebuyers Survey when I bought my house. I later discovered some costly problems that the survey had missed and I complained about the survey. An independent property Ombudsman ruled that the survey was negligent.I complained to Barclays and they said it was nothing to do with them because they are just a bank, and that I should complain to the company they had hired to carry out the survey. I argued that my contract was directly with them, but they won't take any responsibility for the product they sold me. Who is right?
Bobby - 12-Feb-17 @ 12:48 PM
mack - Your Question:
Just purchased fridge freezer from Curry's. Day after delivery, reported problem that the fridge door was not reversible as stated because of fault. First they insisted, because I had tried to change door over, was not there problem and was maybe a manufacturers problem. Eventually they agreed to send somebody out the day after to confirm if it was faulty. The technician arrived and confirmed it was a manufacturing defect and it would be swapped out what thin 48 hours.This did not happen and no phone calls from them. Went back into store, where they still claimed it was not the retailers fault it was the manufacturers fault. They said they would chase it up for me and promised phone call day after. Still no call from anybody.I am now at my wits end, with seemingly no where to turn.Do I now have to threaten them with legal action ?

Our Response:
Currys should know better by now. The Consumer Rights Act gives you the right to reject a faulty item and the responsibility lies with the retailer not the manufacturer. Our guide is Guide to the Consumer Rights Act. Write to the Currys at:
Currys PC World Customer Service
PO Box 1684
S2 5YA
Enclose a copy of our guide if you want. Tell them you are rejecting the item under the Consumer Rights Act 2015 as it's faulty and it is within 30 days of purchase. Request a full refund a full refund. Remind them that the Act says the responsibility lies with the retailer and NOT the manufacturer and that it is illegal to mislead consumers about their consumer rights.
ConsumerRightsExpert - 10-Feb-17 @ 12:31 PM
I bought carpet for every room all same carpet 2 years ago ,after aboat 11months the carpet came away from walls in living room ,they came out to pull it back. On grippers aboat 6 times in 12 months it was also the same in bedroom much worse they told they would replace it October ,they replaced it last week ,I had to keep going in shop .when they took carpet up the backing had all come off,and it was like piles of saudust all over floor .iasked the fitter to look under the hall carpet and that was the same ,he rang the shop owner and he said he would have to wait for the rep to call he said it might take a few weeks befor he calls ,I feel it's taken so long ,should the shop replace it or do I have to wait till the rep calls what are my rights please .Hu
Sonia - 8-Feb-17 @ 2:41 PM
Just purchased fridge freezer from Curry's. Day after delivery, reported problem that the fridge door was not reversible as stated because of fault. First they insisted, because I had tried to change door over, was not there problem and was maybe a manufacturers problem. Eventually they agreed to send somebody out the day after to confirm if it was faulty. The technician arrived and confirmed it was a manufacturing defect and it would be swapped out what thin 48 hours. This did not happen and no phone calls from them. Went back into store, where they still claimed it was not the retailers fault it was the manufacturers fault. They said they would chase it up for me and promised phone call day after. Still no call from anybody. I am now at my wits end, with seemingly no where to turn. Do I now have to threaten them with legal action ?
mack - 8-Feb-17 @ 12:52 PM
I purchased a Panasonic washing machine model no: NA-148VG4 on the 11-5-13 . Since I've had it it has been repaired twice. On each occasion the same problem. It has done the same thing again. It is damaging my underwear even though I am putting them in wash bags before placing them in the machine. There is a small plastic piece just inside the door which is obviously a design fault as the later models don't have this. I have spoken to the people in the shop where I purchased it. They sent there engineer out again to take pictures. I am not happy with just a repair this time as I know it will happen again. It is very costley for me to keep replacing these items. This time because I said I wasn't happy about this happening again to the shop were I bought it from, I got in touch with Panasonic gave them all the information & they are not treating me very fairly .know I'm in limbo as they are trying to say it's my fault. That's when I've had enough. Who's responsible for sorting this out . Is it Panasonic or the shop where I bought it from ????
Dog lady - 27-Jan-17 @ 12:16 PM
I bought a fudge freezer in Nov 16. The freezer half has stopped working.I called the supplier and was told that it's because it's kept in a shed and it's very cold out.Anyone heard of this ????HAT
Sue - 26-Jan-17 @ 6:22 AM
I bought a samsung s6 edge Nov 2015. Charger broke approximately 6 months later, the fast charge function would not work and the charger actually drained my battery as opposed to charging it. Samsung provided a replacement charger the back end of May 2016. January 2017, the charger is doing the same, i plug it in and it doesn't charge. I have contacted samsung again and they say that the charger is out of its 12 months warranty. What i don't understand is how can a new charger from May 2016 out of a 12 months warranty. They say that the warranty goes from my original purchase date, which was November 2015. But they issued a new item in May 2016. Shouldn't the warranty for the charger start from then? They have now said i have to write to them but at this moment in time they will not be providing me with a replacement. I used this on them "Under the Consumer Rights Act 2015, goods should be of a satisfactory quality, fit for purpose and as described. My rights have been breached because the item you sold me is faulty. I would like a replacement." it had no effect and they just repeated what they had said and copied and pasted excerpts from the internet (which i have already looked at) and have declined to speak to me further and then they kicked me off live chat.
nina - 12-Jan-17 @ 3:30 PM
Ive just brought a new zanuzzi oven which has a faulty element when delivered. Contacted zanuzzi and they are sending someone in a weeks time to repair which is the minimum to be expected but this doesn't compensate me for my cooking plans being ruined on Xmas day, (the whole reason of buying a double oven). Am I being unreasonable by expecting something like an extra years guarantee as compensation?
Dan - 28-Dec-16 @ 8:49 AM
J - Your Question:
Just has a remote controlled gas fire installed. Worked for 8 days and then broke. Took 3 days for installer to come out, he thought we had done something wrong, turns out the 'receiver' is faulty. He contacted supplier for part. We heard nothing, so I called supplier and they said it will take 8 weeks for part as it is 'out of stock'. This is December in north of Scotland and not acceptable to have no fire for 8 weeks. Installers, who I bought fire from say the warranty is with the supplier but they say it is with retailer. Both blame the other. I think it is the retailer, am I within my rights to ask for them to uninstall the gas fire and replace the original multi-fuel stove? (It worked fine, but was trying to make it easier for elderly parents). It has become so horrible.will I get any money back?

Our Response:
Yes it's faulty...you can return it to the 'retailer' (the installer from whom you purchased it in this instance) for a full refund if it's within 30 days of purchase. See our guide to the Consumer Rights Act for more information.
ConsumerRightsExpert - 21-Dec-16 @ 12:30 PM
Just has a remote controlled gas fire installed. Worked for 8 days and then broke. Took 3 days for installer to come out, he thought we had done something wrong, turns out the 'receiver' is faulty. He contacted supplier for part. We heard nothing, so I called supplier and they said it will take 8 weeks for part as it is 'out of stock'. This is December in north of Scotland and not acceptable to have no fire for 8 weeks. Installers, who I bought fire from say the warranty is with the supplier but they say it is with retailer. Both blame the other. I think it is the retailer, am I within my rights to ask for them to uninstall the gas fire and replace the original multi-fuel stove? (It worked fine, but was trying to make it easier for elderly parents). It has become so horrible...will I get any money back?
J - 20-Dec-16 @ 2:59 PM
Jenny - Your Question:
I purchased a £700 shower from better bathrooms. The first 3 months it started leaking but I stupidly never reported it is did get a plumber out to fix it , he changed the washers and it seemed to be ok. Since then it's got worse constant dripping till the other day it just started flooding like the shower was perminatly on. This has reuined my ceiling in my kitchen. The house is only 2 years old and now in a right mess. I've had to take the shower off the wall and put blanks on the pipes to make it stop. So I no longer have a working shower. I contacted better bathrooms who said they would change the faulty shower but first I had to take a video and send it them via email which I did. I then received a phone call back stating sorry your 10 year warranty only covers none moving parts and we feel it's moving handle that's the problem so we're not willing to do anything ! I apprently received my shower from them in april 2015 but I didn't actually put it up until late November as there was no bathroom built to put it in. So there saying it's gone passed the 12 months warranty so they don't have to do anything. This has now left me with a mess in my kitchen and none working shower is there anything I can do ?

Our Response:
At this stage you will need to get an independent expert to verify that the product was not fit for purpose (a £700 shower should be expected to last longer than 12 months)and present your case to the retailer. The 12 month warranty will start from the time of purchase unfortutely.
ConsumerRightsExpert - 14-Dec-16 @ 10:55 AM
I purchased a £700 shower from better bathrooms. The first 3 months it started leaking but I stupidly never reported it is did get a plumber out to fix it , he changed the washers and it seemed to be ok. Since then it's got worse constant dripping till the other day it just started flooding like the shower was perminatly on. This has reuined my ceiling in my kitchen. The house is only 2 years old and now in a right mess. I've had to take the shower off the wall and put blanks on the pipes to make it stop. So I no longer have a working shower. I contacted better bathrooms who said they would change the faulty shower but first I had to take a video and send it them via email which I did. I then received a phone call back stating sorry your 10 year warranty only covers none moving parts and we feel it's moving handle that's the problem so we're not willing to do anything ! I apprently received my shower from them in april 2015 but I didn't actually put it up until late November as there was no bathroom built to put it in. So there saying it's gone passed the 12 months warranty so they don't have to do anything. This has now left me with a mess in my kitchen and none working shower is there anything I can do ?
Jenny - 13-Dec-16 @ 10:23 AM
My wife purchased a bed from out catalogue in August, a few week later the side panel on one side broke and the bed collapsed, we reported the issue and the catalogue sent out a man to look at it, he took photo and then did what we thought a temporary fix using the blocks of wood I had placed under the bar, he put some screw's in and used 2 metal brackets which have since broken. We contact the catalogue to find out when they had planned to do next when they told us that the man had fixed the bed and there was nothing they will do, the bed cost over £1700 and is not fit for purpose, what steps can we take to either get them to replace the bed or do a proper fix? or failing that get a refund.
Leader - 9-Dec-16 @ 1:20 PM
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