It's happened to us all…you buy something at the shop, get it home and plug it in, only to discover it won't work. But under the law, there are things you can do about it.
The Law
When it comes to complaining about faulty goods, the Sale of Goods Act 1979 is quite specific. It deems that goods must be safe, fit the description that's given of them and be both of "satisfactory" quality and fit for the purpose for which they're intended. If they have to be installed or assembled, there should be adequate instructions. Finally, if you're shown a sample first, what you're sold must match that sample.
If you're unsure whether your specific situation is covered by these legal protections, you can quickly find out using our free Faulty Goods Rights Checker.
For anything purchased after October 2015 the Consumer Rights Act will apply. This act encompasses:
The Sale of Goods Act 1979
The Supply of Goods and Services Act 1982
Unfair Terms in Consumer Contract Regulations 1999
In general the information below still applies but read more about the new act here
It's worth noting that responsibility lies with the retailer, not the manufacturer. Under the law, "retailer" is any non-private seller - even retail web sites are included.
When You Find A Fault
The first thing to do if you purchase a faulty item is tell the retailer. You're allowed a "reasonable" amount of time to check that the goods are satisfactory (there's no concrete time given as "reasonable"; it means different things in different situations). The best advice is to check the item immediately and return it as soon as possible if there's a problem. If the goods aren't satisfactory, you can "reject" them and get your money back (but be aware that this right is also only for a "reasonable" time).
Instead of having your money refunded, you can accept a replacement or a repair, or even legally claim compensation (which in this case would just mean the cost of replacement or repair, effectively the same as a refund). If you allow the retailer to repair the item and it still doesn't work, you may still be able to get a refund.
Find out your legal rights on a faulty product in less than a minute.
Try our Faulty Goods Rights Checker free, here on this site →After A Reasonable Time
If a fault appears after that nebulous "reasonable time" has elapsed, don't despair. If it's in the first six months, and it's not because of fair wear and tear, accidental damage or misuse, then the retailer must still repair or replace the item. If he demurs, he has to prove the item wasn't faulty in the first place, or that it couldn't be expected to last that long. Often he'll choose to replace rather than repair it.
If more than six months have gone by, things change. You might still get a repair or replacement, but now you'll have to prove that the item was faulty when you bought it if the retailer disputes your claim.
Where delivery costs are involved, the retailer has to pay them, and repairs must be carried out within a "reasonable" time. If it's impossible to replace or repair the item, you can claim a refund of some, or possibly even all, of the purchase price (depending on how much the item has been used). However, if the fault causes personal harm or damage (a fire, for instance), then it falls under "product liability," which is the manufacturer's responsibility. First, though, go to the retailer; if they're unable tell you who the manufacturer is, then the liability becomes theirs.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Second-hand, Sales and Auctions
Every right given above also applies to second-hand goods, although you do need to factor in a few things, such as the price you paid, and a lower expectation of quality.
Sale goods confer the same rights as non-sale goods. The only difference comes if the price was reduced due to a fault that was pointed out to you or should have been quite obvious. In that case you lose your rights.
The law also covers new goods bought at auction. Second-hand auction items are treated differently. They're covered only for auctions you couldn't attend. But if you could have attended, and the item's faults were publicly noted, then you lose your rights.
Finally, if you purchase an item from a private seller, most of the above rights don't apply - it's much more of a case of buyer beware. But even in a private sale, the goods can't be misrepresented to you. If that happens, then you might be able to claim compensation.
What Next?
If you have bought something that has turned out to be faulty read our guide on How to Complain before you take it back to the retailer.
any thoughts please
This seems ridiculous as they could just send a new one and have me return at the same time. I would be left without a hot tub for an unspecified amount of time till they send a new one. This seems frankly very unreasonable.
Can I request a replacement rather than repair?
I have lost confidence in product can I insist on a different different make and model of log burner?
With thanks
This Debenhams have refused to replace stating they are not responsible, and if faulty I should have checked on delivery, despite the issue being on the inside of the chair. There is no other damage to the chair supporting misuse, and it had only been used occasionally in the manner intended.
Is the onus not on Debenhams to prove misuse or accidental damage? Is this not a tactic to avoid their duty under CRA?
We bought a house with a newly fitted kitchen with a 15 year guarantee. We had no intention of replacing it or changing it. All the doors have started to delaminate. The well known company have agreed that this is occurring but can not replace like for like. In fact they can not replace the doors at all because their cupboard sizes have changed and they no longer hold stock of this particular door. This kitchen was bought in 2012 and came with a 15 year guarantee. They are offering monetary compensation but no figure has yet been offered. They are stating that they are only liable for the doors, not the carcases or side panels etc. but as a consumer I am left with a whole kitchen I am now left to replace because of their faulty doors. Surely I should not have to foot the cost of replacing everything apart from the doors because of their faulty goods, this is not fair. What costs am I entitled to claim for? I will have to replace the whole kitchen, pay for it to be fitted, I've just had a new floor that will be ruined, the time and hassle to arrange this etc. I'm looking at thousands of pounds of costs. Please can you give me some advice. Also even though the guarantee says they are only liable for the doors I believe I'm entitled to a fairer resolution under consumer law - why should I be out of pocket by such a large amount because of their faulty goods?
The second machine is even more faulty than the first!
I bought this item as a refurbished product with 12 month warranty.
I do not want another machine from them, I would like a full refund.
What are my rights?
Thanks Toby
Now Currys are finally responding to me they are telling me that they:
"reserve the right to confirm the fault through the channel of the authorised service agent (in this instance Samsung). From there you would be eligible for a refund/exchange."
Is this accurate? Do I need to get a Samsung engineer to confirm the washing machine is faulty before I can claim a refund?
Offered new crank at cost price refused this but offered to take it free and i would bear cost of fitting. Told no they have now passed complaint to manufacturer
It's a large showroom retailer - and I'm in no doubt we have a case to get it replaced, but it's no longer in it's original packaging and even if they replace it, we've got to spend another day assembling it. I could do with some help and advice please!
Many thanks
Also, i paid for the fitting seperate, although the fitters mainly work for the retailer in question. Does this mean I can claim for the fitting aswell.
Thanks
THANKYOU
We bought a corner suite and it was deliverdin june this year (2017) we noticed 3 things wrong right away but due to flying on holiday on the same day .we reported the faults 2 weeks later.Its a leather corner suite ,1 fault was it wasnt right at the bottom under a cushion it looked to slack.causing ripples,2nd fault was the leather under and around the reclining button wassimilar and 3rd a cushion was sagging .2 weeks after the faults was reported an upholsterer was sent to fix them both the leather issues were solved but the seat started sagging again .2 more weeks later he came back and put more foam in or whatever but 4 days later its sagging again and now so is another cushion the suite is approx 14 weeks old can we get our money back or ask for a exchange which would suit us due to the size etc( it wasnt made to measure ) but fits the room nice. Or ask for another repair and a reduction in price and if so what percentage is acceptable the suite cost £2600. Thanks for any advice.
I look forward to hearing from you.
The sofa cushions have become out of shape and fall in to the sofa when sat on and the stitching behind the cushions had come undone.
What are my rights please?
Harveys customer services have called and said they will replace dust cover and fit new foot.
However there id damage to timber, though it s only slight. But I am concerned that its been caused by being dragged and the frame s integrity has been compromised. As I rejected it on delivery, am I entitled to a replacement or refund?
and proceeded to show me how to plump the cushions, to the extent of removing the seats opening the zips and performing a work out on them.This he said would keep the sofa looking its best.. how is that possible when it was delivered looking 5 yrs old. I told him I had rights and would be taking my complaint to the Consumer rights .. he said to go ahead if this was how i felt .. he was very dismissive, I felt he was not the least concerned.This infuriated me so I advised him if this is not rectified i would sit in store and show potential customers my pictures.. What are my rights please ?
I do not want repaired goods, otherwise I would have purchased refurbished products in the first place.
What are my legal rights, should I stand my ground with this and pursue the matter further?
Is there anything I can do to claim back money towards the labour or can I get the next one installed for free? Please help!
Thanks for replying
Thanks.
Many Thnaks
Can you please advise?
Many thanks.
Can I refuse a repair as only two months old and ask for money back
Many thanks in advance for reply
Apparently, the part is on back order and they are hopeful that it will arrive "soon". Do I have to accept the repair or am I entitled to requesting a full refund for the purchase?
However In November of 2016 the leather in the cushion has started to peel off.
I phoned and they sent out a service engineer who told me they would replace the entire cushion. That was in November and they sent a text stating they were waiting for parts, that's 5 months ago it's only coming from Italy not Mars please help.
It is a matt finished acrylic lacquered finish which, I was assured by the supplier, would be robust (and with which he has never experienced a customer having an issue) enough to withstand family life . I am OCD about my cleaning (in the kitchen!) and so I can't be accused of neglect!
Purchased a LG tv from Argos on the 30th December 2016 and within 10 days it had a fault. Reported to LG who replaced the panel, well the fault is still there.
The question is can I now demand a refund from Argos and not a replacement? As the tv is only 7 weeks old?
I purchased an item of furniture from an online retailer about 8 months ago. It has developed a fault that I believe is manufacturing related. When I called I was told I need to get an independant report done to prove what the fault relates to. If a manufacturing fault is found who covers the cost? Does the retailer legally have to cover these costs? Can they disagree with the report once done?
This laminate is meant to be suitable for use in commercial buisness.It has chipped from the top surface and has dented and broken the top surface from something fall from the dishwasher a height of about 5inches . One of the boards the laminate has lifted away.There is no way this laminate is commercial grade only three people live in out ouse and two of them are out all day.I want to claim a full refund under the sale of good acts but I also want compensation for the cost of the labour that we paid to fit it .It is layed all over our house so it will be expensive to pay someone to lift it all and relay something new and I do not believe we should have to bear responsiblity for that cost.How do I claim the removal and refitting costs form the company?
any advice very gratefully recieved .
Thank you
I paid £3700 for both and took out their interest free credit. - I am at my wits end with SCS is there anything else I can do
Thanks
Thanks
Should a sofa last longer than this? We haven't even finished paying for it!!
Thanks
Can I still return it?
Thankyou
My new armchair and sofa arrived on the 3/12/16 after checking it over i found there was a fault with the leather. I rang the helpline straightaway and reported it and was told an inspection was needed. I went to the shop on the 5/12/16 and told the manager and said i wanted a full refund as it was damaged,i did send him a picture of the damage, he said i had to wait for it to be inspected and there was nothing he could do, i offered to return the furniture to the store but he refused the offer because of health and safety, i'm now thinking was i right to agree to waiting for it to be inspected as i know there will be inconvienience to me with having to lose time from work to be there when it is inspected.
Thanks
any ideas,no finance bought at show delivered 3 months after 30 faults
minor medium major failed when 3 months old documented been back to factory
lost for 11 months faikled first week ouy 2014 apr still unable to use had rough eastmate to repair fully over 10k another manufacter agent would not give firm quote and stated with that many faults has to be over 10k and lose for a month
unit produced for 20 months that deleted replace with different model.
We can not use unit travelled 400 leisure miles in 4 years total miles 1800
case now in county court prob go expert witness multi track circuit judge
any thoughts
They arrived and are everything we expected and wanted and look great in the room.
The trouble now is only a week into owning our new furniture, I have started developing a burning, extremely itchy rash particularly on my arms which have been exposed to the furniture ??. I've never suffered from this problem previously and tested my theory by covering up and using relevant creams and antihistamines to clear the rash as best I could. Then gone back exposed my skin to the furniture again only to break out in exactly the same burning itchy rash.
What can I do? And could this be a similar case as the one aired in the past on Watchdog regarding DMF (dimethyl fumarate). We don't have a problem with the furniture sales but if I can't sit in it in my eyes it's not fit for purpose.
Cheers
I purchased laptop from pc world in may 2016.
Ive had it turn off a couple of times now when on mains and battery power for no reason what so ever.. Just black screens. I've checked updates, done speed fan tests to see if it's overheating and nothing. It's never been dropped or damaged.
I don't particularly want to get it repaired as I'm not happy with the product. It's not up to scratch and not what I expected to be honest. I worry that they'll just offer to repair it, by which time my six months rights will be over and if it happens again I'll be stuck with it.
What are my refund rights?
Really appreciate any help. Thanks. Rosie.
Surely there must be a fault with the manufacturing ?
Is there anything I can do
Thks
Martin
I am so not happy with this purchase. They can't replace it since it is discontinued but I don't want it repaired. I would prefer a refund. Can I still have strong argument for it to be refunded? Please help with advice. Thanks.
Rightly so they asked for pictures of the faults / damage - they are refusing to replace the shower screen because the bathroom fitters have installed it, even though its clearly heavily damaged. They are hiding behind this in their T&C's:
"Please do not fit any damaged goods, as we will be unable to replace or refund damaged items which have been installed. If you find your goods are damaged, please get in touch with us and we'll do our best to help."
Now, if this is the case, why did they tell my sister to fit the toilet seat to make sure it doesn't fit, yet they won't replace the shower screen? Does she have any rights with this at all?
I broke my tablet 3weeks ago the screen looked cracked but it wasn't a friend recommended a stall holder who she uses so I took it there.
He said it would cost £60 which I paid up front he took my number and said he would call when it was completed.
I picked it up yesterday still broken and infact he broke the screen but didn't offer any money back either for the screen or a reduced price for not being able to do the work.
Do I go back and haggle for some compensation or put it down to experience
I bought an exdisplay sofa it was delivered
but there was red stains and evidence of cleaning on the cushions, the store has just
contacted me apologised and said as i have got the sofa at good price he is will
try and replace with another exdisplay if not it would be a new at extra
cost to me is this right or should the take on the extra cost
I can't disconnect it myself to take back to the shop and I certainly don't want additional expense of refitting a replacement.
What are my options/rIghts to fixing the hob?
B&Q told me I have to deal direct with the manufacturer and refused to replace it for me and said an engineer will come to repair it and if unable to be repaired will replace it. I do not want a faulty hob I would like a replacement.
Can you please give me some advice about what to do.
The mattress is made of wool layers. It was 240 pounds ,delivery included,double.size and the retailer is called futons online (web) ,manufacturer is Cambridge futons(just found this recently)
. As using it the matress is squeezing down in 20percent as described in a little slip attached. I could not find this healthy for back as the surface becomes uneven
The other advice from the paper slip is to shake it (need two people as adviced,a heavy woolen futon). Followed it so after 2 / 3 weeks found a friend who came to help me with that. Suppose to shake it every two weeks. Heavy job,but we kept doing it. Supposed to help the fibers.to get even. However I refused to use it all the time so folded it and left it by the wall as a sofa,...meantime asked the retailer for advice. Said the same. Suppose to shake it. Took a picture and sent it to retailer to show the even surface.using it as sofa it enlarged a bit as it is a organic material,hence now it completely fits into double size ikea bed. One month off in Italy. I came back and phoned the manufacturer for advice (I slept on it as in a sofa style. Still not sure about the product. Manufacturer was a lovely lady (who picked up the phone) advices me to roll it not to shake (more passionate about the product). Rolling is easier and makes sense. So I gave it another chance. Using in full size. Dozed of for few hours. Used the rolling technique previously. Looked at it and can see the uneven surface. I took clearer pictures of it. They also told me that the one I chose supposed to be close to original japanese futon that are firm. I had spoken to retailer and had asked for the firm one,hence I was given this one. Body seems to makes shapes into,can't find it firm and a stable support. Can I just return it to a retailer? Thx for the advice .
I then contacted the supplier to ask for a replacement under warranty and got passed to the manufacturer and to their support company in turn. I am now getting the run around (" it is not an electrical or mechanical fault/panstands not covered" etc,) I just want another level panstand but it seems to me that the manufacturer is unable to supply a replacement ( it can't be knocked into shape as it is welded together.) I have looked on line with a view to buying one and invoicing them for it but there are no 5th burner panstands for it anywhere on line.
If it comes down to them supplying a complete new hob, I will need to have the old one removed and a new one installed by a gas safe engineer, again. Can I expect the retailer or the manufacturer to cover this cost?
I used the tester for 3 weeks, it then showed up as a software fault while at work. I phoned the company, they told me to send it back and they would take a look at it, which I did. They returned it after a week, and told me they had repaired the tester. The same day as it was returned, I used it as at work, and it came up with another fault. I phoned the company again, they said to send it back and they would take another look, which I have done. It's been 4 days, I hadn't heard anything, so I called them, they told me it's being repaired. In total I have not had it for two weeks. I now want a refund, and to go elsewhere to buy, am I within my rights to request a full refund?
I purchased some vinyl for my kitchen floor which wasn't cheap.
I had it laid by a professional carpet fitter last July.
Everything was OK but all of a sudden it's started to develop bubbles everywhere and it's lost its cushion effect and sounds papery when walking on it. I've had no leaks etc.
The vinyl has a 10 year guarantee. Do I go back to the store where I purchased or contact the manufacturer if I can get the name?
Can you please give advice on what action to take. I bought a balance board from Funkypanda and the board got faulty. I had a word with the company and they arranged return for the balance board to get repaired. It has been over a month since they had the board and when I contacted them they said they will not be able to repair the board. I aked them to replace it since it is still under warranty but don't seem to get any reply from them. I have sent them number of emails through their website but don't get any response.
Can you please advise what steps to take.
Within 1st week I felt like I was rolling into the middle of the bed. Thought I'd give it some more time, as it was a different kind than I'm used too. Its a Pocket Spring + Memory Foam, and thought I was just adjusting to it.I received the mattress on the 7/4/2016 and called them yesterday 29/4/2016 to advise that I felt there was something faulty about the mattress. Also that there is visible dip in the centre of the mattress.
There response was...
The 1 year warranty does not cover manufacter fault.
They will not refund/replace mattress, because I've used it. ( Why would not use what I've bought.?)
I asked what the warranty entailed, and he skipped answering.
Advised me that the only thing I could do was send photo's in of the fault and they would decide on something. I asked, "If you do not refund or exchange, then what would the other options be? He replied, "Im not sure at this stage, maybe nothing.
I really couldnt believe what I was hearing, this cant possibly be right, is it?
The other thing I realised was I never received a online receipt for 2nd mattress, is there anything I coud possily do..
Appreciated
Many thanks
thanks
If i use this dyer and it bursts into flames how do I stand with fire insurance, as I have been told it is a fire risk.
I really don't want to use this dyer and i am really cross as is it only 7 mths old, the place where I bought the dyer will not take it back, return my £200.00 so I can buy a new and hopefully safe one. what do I do? Ann
In November 2015 we ordered leather sofas from DFS. They arrived before December 2015 but had multiple faults. DFS sent out someone to check them and they finally agreed they would order new sofas for us, which would arrive January 2016. In January, DFS tried to take the old sofas and deliver the new sofas. But the delivery men (clearly contractors and not official DFS delivery men) said he could not fit the sofas through the door so left without delivering our new sofas. I was fuming as this was my third day at home and juggling picking up children from preschool and school so I could wait in for the delivery men. I also noticed the delivery men had damaged our very expensive wood floor. I spoke to the store manager and he said DFS would attempt delivery the following week and he would need to see the damaged floor. On the fourth DFS visit the new sofa was delivered but again had faults. Nonetheless I accepted it and signed the delivery note saying it was faulty (the cheeky contractor delivery mean asked me to say it wasn't him who did it) . DFS agreed to give us a full refund after I sent photos of the damaged sofas. My query is can I seek compensation for loss of time and distress caused by staying in at home for a total of 5 times! Various phone calls and emails sent. If so what would be reasonable per day considering I'm a housewife? We've just had a quote for the floor to be fixed (by the original company that fitted it for us) . This alone has come in at £2.5k (as the whole floor will need sanding and sealing so it's all the same colour). Please help! I feel overwhelmed and not sure how to go about compensation for this horrendous experience. Not to mention we have a lounge with no sofas in still
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 it is more than 6 months since purchase you will need to prove that it was faulty when purchased (an expert report might help here) and then negotiate a repair or partial refund depending on the use you have had from the product.
To claim for the decking, you would have to pursue this via a compensation claim or your own insurance.
It's brand new and b and q won't send new one as its been fitted. They want to send a engineer out to check fault. This is a 3 week lead time and I am unable to get kitten finished as gas supply is behind units so will need access for engineer . There stance is cos it's been fitted it needs a engineers report. I pointed out its brand new and it needed to be fitted for fault to be found. I just cannot afford 3 week wait on kitchen let alone time off to allow engineer to call
What are my rights here any help please
The treadmill was not shipped until 11/01/2016 and delivered on 21/01/2016.
The treadmill had significant damage on delivery, noted when I signed for it and immediately by email with pictures.
Branx arranged a collection and replacement for 26/01/2016.
The replacement treadmill is not usable as it has a safety feature fault. Branx offered to come and disconnect the safety feature, but I declined, as the treadmill should work as designed by the manufacturer and should not have any features disconnected, let alone a safety feature!
I sent an order cancellation under the Consumer Rights 2015 by email on 26/01/2016.
Later that day by phone they agreed to collect and refund, but then by email they stated they wanted to send someone to my home to inspect it.
I replied saying that was not acceptable and to collect it a.s.a.p.
They arranged a collection for 01/02/2016 but no-one came. I emailed and they just sent another collection email saying the collection would be on 02/02/2016, but no explanation as to why they did not come on 01/02/2016.
I emailed again to check they were definitely coming on 02/02/2016 as I had to take an additional day off work. They said yes, definitely on 02/02/2016. No-one came.
I am stuck with a boxed treadmill and no refund. I have taken 4 days off work so far for deliveries and collections. What to do now??
I am in the process of sorting it out now.
Can you please advice as to do you think it is classed not fit for purpose.
Many Thanks.
Many Thanks
Offer 2 They provide an independent specialist which they named, well I would not trust that as it's always in favour of the supplier.
Option 3 we take a refund and they take the suite back. Happy days take it away so I can have nothing more to do with sofaworks, Then the kicker they want 30% of the total value of the suite.
If you order from them then cancel they want the 30% if you have defective goods and say take it back they want the 30% then they refurbish and sell through their outlet store at 30% discount. So Sofaworks still gets the full profit on the furniture and the customer looses big time.All you are to them is payday. How can 30% be just or legal
i bought an expensive pair of running shoes from a specialist running shop. i had to run on a treadmill and then they fitted me shoes with a support in them as i over pronounced. 6 weeks later i went to a sports physio because i was getting pain in one of my feet after running. she looked at my shoes and said the supports are very hard and on one side are bruising my feet. also, looking at the soles of the shoes, they are already incredibly worn down at the heels after only 6 weeks. i'm going to take them back to the shop but not sure how far i can push for a replacement? any advice?
many thanks
Went back yesterday spoke to under Manager who promised the guy from Tech would phone by 4. Well needless to say that did not happen.
Phoned again today this time spoke to Manager. He promised Tech would phone us to give us a date when some one would call. Still waiting for that call.........
I purchased a phone from an online retailer on contract.
I had a few issues with it freezing, lagging and sometimes not responding until I removed battery and reinserted.
I contacted the people I ordered if through just within 30 day period, and I explained this to them and I fully admitted, the phone had a mark where it had dropped, but this was after all the freezing issues etc, so they aren't related.
They said as the phone is now not in "pristine condition" they wouldn't do anything about it, even though I'm only wanting a repair for the intial faults done. They say I need to go through the phone manufacturer, but they will charge me as its now marked and out of their warranty too.
Is this right? I don't mind paying for the damage I caused, but I don't see why I am paying for a fault that wasn't mine to begin with
Thanks
What are my rights ?
Order April, delivered 20 June 15, complained shop manager, 4 Sept phoned Sofaworks,
Continual communication until technical guys came in 27 Nov.
what are our right?
Please any advice to be grateful
I bought a car from vw it had the fault with autostart. My car was under warranty and they have reset the it's computer that has solved the problem. My cars warranty expired last month and it started to give same fault again. Can I still have it
Repaired for free because same fault is repeated or do I have to pay for it. Thank you
The sulier wont relace or refund this set of galipers as they say the warranty starts at day of original purchase.
Is this right ? I thought the warranty would cover a relacement new part ie you would get a year from when they were fitted.
Any advice would be greatly appreciated.
Thanks
I have emailed Wren and sent various images and film footage with the evidence along with a long email. Obviously I want this kitchen out of my living room and we currently have no kitchen so can't even live in our own home. I have asked Wren for a full refund or an upgrade and free fit. I do not want this product in my home as it's dangerous and I have lost all faith.
They are sending out a QA surveyor although we haven't got s date yet, I have told them it has to be by the end of the week because of our situation. They have said they don't normally do refunds and that they 'have the right' to try and put it right. Is this correct? I think them offering us replacement cabinets from the lower cost range we bought from is an insult considering what they have put us through, as it stands I can't live in my own home and other workmen such as our decorator and electrician have had to be cancelled. Basically we have been well and truly screwed over. I've read through the new Consumer Rights Act 2015 but it doesn't talk about paying and then having something delivered, how can you know it's defective until it's been delivered?
Really stressed, haven't slept in two days and desperately looking for help.
Naomi
I bought a pair of school shoes for my daughter and after 10 days of use they required re-heeling and re-soling. She needed them for school so I took them for repair. I then contacted the company and offered to send a report regarding the state of the shoes from the repairers, but they said they had no responsibility as I hadn't returned them to the store before repair so they could inspect them for themselves. Do I have any rights of compensation?
Should either the retailer or Apple be liable for this problem
The ovens sit side by side as a feature. One of the ovens front glass panel shattered. They now advise the oven is obsolete and the oven will require to be replaced. I have advised them this is not acceptable as I have 2 ovens the same. They won't replace both, they advise not their responsibility.
My argument is the 5 year parts guarantee from Baumatic, if you can't make good their warranty then they must replace both.
The Dealer said we have to pay £300 for repair this doesn't seem fair as we have only used shower twice. I only noticed crack as was bending down to clean shower.
Since then it has had to be repaired 4 times,I am waiting to get it shipped back again, they will not give me a refund or replace with a new one.
They told me the warranty is 1 yr and so long as it's repairable they do not replace.
I have been without this phone approximately 2 months in all out of 9.
I am still waiting to have it sent back to me.
They won't even extend the warranty for the 2 months I have not had my phone.
Is there any recourse.
Regards
I then looked at my ring today and two clasps are broke and the diamond is missing.
I hadn't had the ring repaired in 4 years and then I do and having back for 3 weeks has now broke and diamond fallen out ..
Is the jewellers responsible for this ?
I said this is not a change of mind it is faulty and I have rights. Then she went off and came back with another manager he said you have had them nearly a year . I said will contact trading standards do what you like but I am not refunding you. No where did it state when bought time limit of any guarantee
and I said you cannot bring in laws of your own to supercede the laws of the land regarding faulty goods. Have had covers before from Marks/Spencer
which have lasted 4 years at least before needed to replace due to wearing flat
What next these shops are a disgrace.
They sofa is now booked in for its repair tomorrow. During the last couple of months I've noticed that the fabric on the sofa is not wearing to well, despite there just being me at home and the odd visitor. The sofa costs £1100 and I honestly do not think it is worth that amount of money but I cannot be doing with the hassle of sending it back and getting a new one. What I would like to know is do I have the right to ask for a discount due to these issues?
The oven had a fault so the retailer sent an engineer to repair this, with in 6 weeks the same fault reappeared another engineer repaired it however after he left our home the cooker had a gas leak where the emergency gas company had to attend and disconnect the cooker from the gas supply attaching a warning label stating the appliance if used is dangerous to people and property. The retailer is sending an other engineer on Monday with a view to another repair. I have lost confidence in the appliance and would rather have a refund or replacement however the retailer has said if it is economically cheaper to repair that's what they will do, can I refuse the repair and insist on a refund or replacement .
We have been unable to cook any meals for 4 days a family of four to feed.
Thanks
HP denies responsibility, referring to Sale of Goods Act i.e. retailer responsibility. I maintain that because machine replaced directly by HP under guarantee, HP is liable.
Who is correct.
The leg of the hot tap has now got tiny holes in it spurting water.
The internet company are sending a replacement tap leg, but can I send them the invoice for fitting it?
Thanks.
They have agreed to give me a full refund.
This will only happen approximately 3 days after they have collected the sofa. leaving me nothing to sit on!
I have said I want the money in my account before I let them collect this sofa as They have never confirmed anything in writing or e/mailed, but very quick to phone to arrange collection - shame their delivery service isin't so fast.
Is it legal for them to hold my money - if I agree to their terms they not only have my hard saved £770 but also the sofa.
Can they really leave a pensioner with nothing to sit on?
I cannot buy another sofa until I have this money back.
By the way the Company concerned is Harveys.....
i have bought a 3 seater plus one seater recliner sofa advertised as "VALENCIA 3 + 1 LEATHER RECLINER SOFA SUITE (GLOSS BROWN)" at lovesofas uk on EBAY one the 29 of January 2014 . Not only i waited approx 4 weeks before it was delivered but after only 8-9 months the sofas seats start showing strong sign of damage as the material (NON LEATHER AS I have now learned) begann to peel and crack. In addition it started to change from its original colour showing circle pattern on it. After noticing these changes i decided to inform LOVESOFAS via Email who replied to me saying that because it was older then 6 months i required to pay GBP 60 for an expert to check if the demage was caused by incorrect maintenance or usage. This report will then be sent to the manufacture who will then make a decision. Off course i refused to pay any more money for something i felt lovesofas responsible and i informed them that in my opinion they are the seller and responsible sellers for a sold item wich should have provided me with some reasonable time of usage and not just view months, especially not for the amount i paid. ASfter various email exchanges the seller lovesofas stopped contacting me after i reconfirmed that i am holding lovesofas (the firm i purchased the items from as the seller) fully responsible and i therefore dont see why should i pay for an expert. i did invite them to pay for one in case they require such report. I also added that the sofa were also well looked after and had a very low usage. however despite all of that lovesofa is denying any support. i have also noticed that lovesofa advertised this sofa to me as a leather sofa, but instead i have now learned it is a basic look alike or textile plastic finish and not leather..So I am please asking for some support on how to proceed as i do not have the funds to pay for a solicitor especially when i find my self totally victimized and bullied for a product which is not as it should be. Can anyone help please with some constructive advise on how to proceed on this matter?
I bought a second hand camera from an ebay seller (a private individual, not a company) in an auction and it was described as fully functional. When I received it the camera was defective so I contacted the seller and they apologised and asked for it to be returned. I did this and the seller agreed the camera was faulty and issued a refund for the cost of the camera but not the post/packing I paid for the camera to be sent to me or the return post. I informed the seller that he should pay both these costs and after a bit of to and fro he has agreed to pay the original p&p and says he will also pay the return cost as a good will gesture. I haven't yet received this refund but I'd be interested in the legal position. As far as I'm concerned I shouldn't be out of pocket in any way for him misdescribing the goods.
I am now outside of warranty period and the fault has happened again. Is there anything I do as they refuse to fix it without call out fees and parts/labour costs?
Does this class as a persistent fault that was raised during the warranty period but never fixed?
It was delivered on approximately November 22nd 2014.
The TV remained intact and sealed in its box until December 29th.
The reason for this was that our Autistic Son has an older Samsung TV in his bedroom, this TV is about 6 or 7 years old and had developed an intermittent fault so we decided to treat him to a newer version for Christmas. He spends lots of time in his room watching TV and on his playstation and thought this would be the perfect gift for him.
We had no opportunity to remove and dispose of his old TV during Christmas due to family commitments and also finding someone available to take away the old TV. December 29th was literally the first chance we had. After unpacking and securing the TV to the wall bracket and connecting it up we noticed that the part where the HDMI/USB and Arial connects was out of position, there was no damage to the TV or in the area of this part of it.
It has clearly left the factory in this condition and is a manufacturing defect and therefore it was impossible to have known about the defect until the date that we opened the box. As we were installing the TV in the evening phone lines had closed to Very so we took photos of the defect ready to deal with first thing the next morning.
I rang Very first thing on the 30th December which was the earliest opportunity. I explained that the television had not been put together properly and how upset I was after spending £300 on this gift. I explained that it worked but was not happy with the defect.
I was asked why I switched it on and explained that this was to ensure that apart from the back panel not being put in properly the TV worked and to be able to give an accurate description of the fault.
The girl was very unhelpful and said that a member of technical support would have to call me back. I explained that this was clearly faulty and therefore I was entitled to a replacement. Again she was unhelpful. I asked to be called back within 48 hours on my mobile with what they proposed to do and left her the number.
On the 2nd January, despite my very simple instruction Leanne from Technical support rang my home number whilst I was at work. She did not leave a number to return the call and I therefore called Very again when I got home from work.
They apologised for not ringing my mobile but said I would have to speak to Technical Support so they would have to get them to call me back. I was not happy, this was dragging on with no sign of getting resolved.
Late on 6th January after still no response I called again, again I was told I would have to wait for Technical support. At this point I said NO. I explained that it had gone on long enough and therefore I must be put through. This member of staff was helpful and eventually got me through to Chris in Technical support.
His attitude was very arrogant and he made it very clear that he was not going to help. I said that I would be
now it has gone again with the same fault,it is just over one year old,
Could you please inform me as to where do I stand on this matter
thank you
As my husband is a sole trader (is this the same as a retailer or private seller??) we cannot afford to be repairing/replacing/refunding items that could possibly have been caused by the customer or for faulty items that we cannot get refunded or replaced ourselves from our suppliers Do we have to repair/replace/refund the item or can we refer the customer to the manufacturer to see if he has damaged the item or what they can do to repair it???
Thank you
In July this year they arranged to come and fit the new pads, but failed to turn up as arranged, I called them and was advised that the man who was meant to be fitting them was off sick, so they re-arranged it for a couple of weeks later.
The new pads were fitted, as arranged, but the problem has returned yet again.
I have contacted DFS again, they are sending someone round to look at the couches tomorrow.
Unfortunately, due to the recurring problem with the seat padding, the leather has become stressed along certain seams, and i no longer think that they will last as long as they should. The couches which cost me over £2500 no longer look particularly good.
Where do i stand legally?
I hope I can get some advice.
I recently bought a pair of snowboarding gloves from Ellis Brigham, and after only one use the gloves ended up with a hole in them.
I tried to return the gloves after only having the item for 3 days to be told that they cannot be refunded nor replaced as they said It was due to wear and tear from using a rope tow fitted at the slope. However at the time of purchase I was not given any advice that I could not use a rope tow.
The gloves were £70 and from my point of view, have not lasted for a reasonable amount of time to a reasonable condition.
Ellis Brigham still refuse to replace the gloves even though I have mentioned about the sale of goods act 1979.
I don't know how else to further this issue and would greatly appreciate some advice on the matter.
They said "Model has had stickers and accessories applied, there are bb’s loose in the box and the rear mud flaps have been broken off. The battery in the tank was flat as it had been left plugged in, once charged i fully tested the model and found no faults, every function works including the smoke generator. Model can go back to customer once postage has been paid."
I dont want it back! Am i still entailed to a full refund?
Thank you for any help
I am now asking for a replacement or a refund, but the vendor argues that because it is outside their 6 months warranty I am not entitled to either.
My understanding of the Sale of Goods Act which states that goods should last for a reasonable time, and I would argue that it would be reasonable to expect a laptop computer to last longer then six months. Am I right? Please help.
Thank you.
Thanks.
Thank you
the first one i charged it up filled it up with the liquid then soonas i put it to gether it was leeking as i have used these before i know how to fill them they said i over filled it it was overflowing i showed them that it was only half full and was still leaking he did replace it the replacment one now is faulty as it is blocking there are no makers name or address who or what made them just flags can i get a refund
Please could you help me. I bought a pair of 9ct Gold Hoop earrings with pave set cubic zirconia diamonds as a special Christmas present for my daughter (25). They were received on 10th December 2013. She wore them Christmas day, Boxing day and on New Years Eve. We were going out for a special dinner at the end of January but when she was clipped the second one in half of the cubic zirconia diamonds came off into her hand.
Although they were new, the seller is refusing to refund or replace the earrings.They are saying that my daughter has misused them. What can I do? I know that this had not been caused through misuse, only through trying to wear them. Earrings are designed to be put in and out surely.
Many thanks
As the inks proved to be faulty when opened do I have any rights for a refund or a replacement.
I purchased a new laptop from them 3 months ago. There was an initial problem with it, that the wi-fi range didn't extent beyond the living room (whereas all other devices I own do, so it isn't a fault with the router). I mistakenly just tried to live with this, rather than asking for a replacement or a refund in the first 28 days (their standard time policy), but I am unsatisfied with this now as it might become a problem if I move in future and the router is in a separate room. This is also a problem with *all* Lenovo U410 devices, as confirmed by a Lenovo representative on the official forum, so it was certainly fault from the start in this case.
Secondly, the laptop has now completely broken down due to faults with the hardware. It crashes within 2 minutes of it coming on every time, and becomes frozen and inoperable. I let them try to perform a "stress test" to determine the cause of the fault, which they said would be done in the first day, yet took them 3 days to find out what I told them myself - the hardware inside is broken. This happened intermittently when I first got the laptop, but I brushed it off as regular computer crashing, rather than something going wrong with the hardware inside. Thus, I believe the entire device was fault in several ways from the start.
They are now saying they can not repair it themselves, and want to send it to the manufacturer - Lenovo - for repair, citing them as the responsible party and not themselves. I disputed this, referring to this webpage and the Sale of Goods Act 1979, but the lower-level employee on the phone said it's not store policy. As such, I have requested to speak to a manager in the store tomorrow regarding this issue.
The problem is, I no longer even want a repair, nor a replacement of this laptop. I believe the fact the laptop broke down in 3 months, even though it had hardly been used, speaks volumes of the lack of quality. I believe that since it cost me £450 in cash, the fact it is completely broken in 3 months is completely unacceptable, and it lies with PC World to refund or replace this laptop for me.
I have requested either a full refund or a replacement laptop of a different brand to an equivalent or greater value, but they refuse to meet me at this demand, insisting my only option is for Lenovo to attempt to repair this since they can't do so. They also claim this would take 1-2 weeks (which likely means 4-6 weeks), which is far too long a time as I have to work on my laptop. Also, I still don't believe my laptop would be safe further down the line if they just replace the faulty hardware with the same hardware that broke down so quickly in the first place.
So I was wondering if the Sales of Goods Act 1979 covers my request - in that I would like a replacement laptop of a differ
They don't do the bed at all but they do the chest and wardrobe. I said I want either exact bed or the whole set replaced
They claim they don't have to do that. They only have to replace the bed and as they can't get tht exact replacement they can give me another one. Is that true ?
Please help me as I bought everything as a set as they advertised in there brochure and showroom. They think they can replace with anything not matching to the one I night originally. Can they ?
I just want either my money back for all the furniture or the exact bed replacement. Please help me as its really affecting me now.
I bought a tap online from Victorian Plumbing and it was found to be faulty, i asked for a replacement to be sent which they did after a lot of hassle of having new valves sent (as it was suggest by the manufacturer that they were faulty, which wasn't the case). I asked for a reimbursement of the additional costs that i incurred for the fitting of the new tap by the plumber, to which they said i had to contact the manufacturer. The manufacturer requested for the tap to be sent back to be checked if faulty and i have heard nothing from them since after sending it back, i have rang numerous times but get fobbed off basically. What are my rights regarding this situation?
Regards,
F. Sharma
I bought a brand new, boxed "Master Breeze" massage table off a trader on ebay with a 3 year warranty .
After 5 months of part time use the welding on one of the legs snapped rendering the table unfit for it's purpose.
I made numerous attempts to contact the vendor and received no response.
I contacted the manufacturer, Master Massage Tables in America , who said it was not down to them to replace, but the vendor.
After several more attempts of contacting the vendor she told me that it was down to the manufacture to replace it under their 3 year warranty,
She said she would have covered it for 28 days only then it's the manufacturer who is responsible.
She went on to say since then she has got divorced and has stopped trading .
Do I have any comeback on my purchase or do I have to just accept the fact that I have lost out?
I have several copies of e mails sent to the vendor, the one received from the vendor and a few from the Manufacturer.
I would have thought the manufacturer was responsible for the faulty goods which could have caused a serious accident to the client that was on it at the time.
How do I stand on this? I feel that I was unfairly taken for a ride.
My daughter bought a blackberry phone from Tesco in March and in July it stopped working, we contacted Tesco who said they would repair it within 5 working days and sent us an envelope to send the phone to their repair centre, we then got an e-mail to say they were waiting for a part. After a further two weeks I have emailed them to see what is happenning and they have said they cannot fix the phone and will send us a refurbished phone instead. I am not happy with a refurbished phone as a new one went wrong after four months the refurbished one may be even older. Do I have the right vto ask for a new phone or a refund. Also I paid Tesco £12.50 a month for calls and BBM and as I have to give a months notice to cancel this I have to pay for amonth when she has not even used her phone is there any way I can reclaim this.
It is only 6 months old max! It set on fire scorching the special piece of card board which shields dangerous rays.
Comet don't want to know as we have no receipt and we paid cash for it.
After getting in touch with spokes person for prestige they have said Comet has bought the name Prestige for some small products actually made by Comet, this includes microwaves.
Any advise please, this is my last attempt before it goes to the dump.
I just think it's very dangerous and they should at least want to look at there product in case it happens to somebody else.
I brought a pandora bracelet 3 months ago and it has a kink in the silver chain, they will not cover it under there warrenty. this cost me in excess of 75 pounds... can you tell me if they have to by law cover this thanks
i am still waiting for something to be done although they say they are waiting for parts from italy. are they being fair?
Purchased 2 seater and 3 seater sofa, coffee table and dining table and 4 chairs from Harveys and I prolonged the delivery as my flat was not finished due to works being carried out but I have opened up the furniture to find that its all got marks or scratches on them. The coffee table is scratched across the base and 1 chair is coming away from the stitchingand another chair 1 leg is shorter than the rest and the sofa has a scuff on it.harveys sent out an independant company to check the damage to chair and coffee table which cant be repaired I dont know what to do I have contacted Harveys several times but to no joy the chairs are the wrong colour and not leather as I asked for they are brown not black and faux leather which is totally wrong. Could you advise me what to do ?
I bought a shower screen 11 months ago and did not check to make sure it was in good condition within seven days of receipt. When I had it installed a few months later we noticed that the glass was damaged. I have been told by the manufacturer and the retailer that they won't replace it because I cannot prove that I haven't caused the damage. I have asked them if they can repair it as it is a sliver of glass, which looks as if it has been sliced off (by a machine). They told me that is impossible as it is glass and therefore cannot be repaired. The only option I have been given is to buy a new screen. I feel that as a consumer I in fact don't have any rights whereas the company boasts with a life time guarantee on their goods. Is there anything I can do as a consumer without having to buy a new shower screen?
Susanne
I have a faulty Blackberry Curve 9300 that keeps crashing. I purchased the mobile from Tesco 7mns ago. The mobile has already gone into repair once for the same problem, but it has happened again. What are my rights? Can I demand a refund, replacement? As I do not want it repaired again as I know the problem will come back as it's done already. But my luck would be the problem will come back after the 12mns guarantee is up. Advice anyone please?
The seller sent someone round, who was clearly trained to get them out of liability - we know this because she not only said our complaint was not valid, but also said this to another customer when their settee had caused a huge oil mark on their wall. She claimed their dogs had caused this mark.
We got in touch with Trading Standards by phone and were told to quote the Sale of Goods Act to them in writing. As soon as we did this, the company immediately altered their stance and arranged for an upholsterer to come and repair the leather.
I think this shows that we need to know HOW to stand up for our rights - it is not always easy as we try so far and get rebuffed. But armed with knowledge, you may be able to get recompense or get the furniture mended. Don't be put off - know your rights and know that it seems that most stores will try hard to wriggle out of their responsibilities, which is appalling.
Please contact your local Trading Standards, contact should be in your phone book. And - good luck!
My TV broke down on Sat 9 June 2012 (47 days after purchase) when I called Whatever Happens to report the breakdown I was given a pick up time of the next Thursday although the policy clearly state the following Tuesday.
The next day I went to my local branch of Curry’s in York, Clifton Moor to obtain a loan set. I was told that I was not entitled to a loan set. I explained that I would not have taken out the extra policy had it not been for the promises made at the time of purchase. I complained that I had been mis-sold the agreement.
I needn’t have worried as the manager at the store sorted the problem and upgraded me up to a Whatever Happens Premier pay monthly agreement. I signed this new agreement and was given a loan set. The customer care I received at the store was excellent.
My upgraded Whatever Happens Premier pay monthly agreement started on Sunday 10 June 2012.
My TV was collected for repair on Thursday 14 June 2012.
On returning home on Wednesday evening 20 June 2012 there was a message on my answer machine stating that my TV would not be ready within the 7 day period and they would get back in touch with me when it was fixed and arrange delivery.
I emailed Curry’s customer service to say that as my TV will take over 7 days to repair I would like to request a new replacement product as per the Whatever Happens Premier policy. To my surprise I received the following reply.
“Our records show that Whatever Happens Premier agreement policy number **** is for Panasonic television purchased on 10th June 2012. The Panasonic television that was purchased on 23rd March 2012 is currently in repair. This television is covered under Whatever Happens club policy i.e 28 days and policy number is ****.”
The Whatever Happens pay monthly agreement states that “In the unlikely event that your specific problem takes over 21 days to repair, you may request a replacement product.”
The Whatever Happens Premier pay monthly agreement states that “In the unlikely event that your specific problem takes over 7 days to repair, you may request a replacement product.”
I updated my policy in good faith as I was not sold the correct policy to begin with. No mention was made of it not applying to my TV that was going in for repair on the following Thursday. I also went back to the local shop but got nowhere.
This is all getting a bit confusing for me and I don’t really know where I stand. How can they sell me an upgraded policy and not honour it? Am I stuck with the original policy?
Can anyone please tell me my rights in this case or even if I have any?
My thanks in advance.
Their customer service is appalling, and they refuse to take the blame for an item that should last me a lifetime! I have worn the eternity ring alongside my engagement ring, and this has apparently "worn" the ring.
I just want my money back, as I would never feel confident wearing such shoddy craftmanship again. They still have my ring, even after ten months (!) and are about to return it to us, still damaged. I cannot get a supervisor to return my calls.
Help!
I have a faulty carpet cleaner bought in Nov ..Bessel agreed to repair , however the machine was damaged in transit ( they arranged transit) They now want to replace my machine with a reconditioned one....can I insist ona new one?
Customer service told me if the store manager thinks the item is faulty than they can give me a refund otherwise nothing they can do about it :[
PLEASE HELP. How and where can I take this complaint further.
Thank you
End of April 2012 I contacted Morphy Richards to advise the problem and that we wanted our money back. They advised that the responsibility lies with the Co-Op as they were 'point of sale'. I contacted the co-op today and they have said that it is up to the manufacturer to refund us, because they were not involved in the re-issue of the coffee maker. Is this true? The co-op did offer us a gesture of 'goodwill' to find another product and if it costs more for us to pay the difference, but what if we wanted to get a differenct model elsewhere?
Would appreciate your help on this, thank you!
I have been told that i can replace the item with something similar but would have to pay for it again the original cost was £149.99 but the part i need costs £99.99.
Should they be offering me a free replacement?
Thanks
Cordelia
thanks Julie.
Hi.
I purchased a bass cabinet for my bass guitar. After few months (around 8 - it`s still on 4 year warranty) horn tweeter is broken. The seller agreed for the repair with warranty agreement. It took them over one month to finish complete process and my item came back to me today. Unfortunately is still broken - nothing is change. There was no any service repair note or letter.
Do I have to complete same process again or have I right to exchange item instead? What rights I have in this matter?
Regards
Can someone help me. I had a bed delivered from Dreams yesterday, which was to replace the faulty bed they delivered prior. The second bed was also faulty so I requested they take it back and and give me a full refund. I have now been told that my details are being sent to an outsourcing company who will give me a call at the end of next week or the week after to discuss my cancelltion, it will then take another 8-10 days for the refund to be processed. My questions is, how long are they allowed to keep my money before they give me a refund, baring in mind I no longer have the goods.
Thank you
Any advice would be appreciated.
I keep telling the retailer that they are obliged to return my money, however they refuse to do so. This is dragging on and on and to date I have no boots and no refund.
i did not return the item merely sent a mail, diring this period i have used the suit, now i beleive i should get a replacement or refund am i entiled to it or if they should offer compensation what should i except, they are saying that the item firstly should be returned to the boutique within 6 months to asses, what should i do ?
You did the right thing by contacting your credit card company, unfortunately there is little else you can do as they are in China and the EU/UK regulations will not be much use. Good luck!
Supermarket giants Tesco and PC World Dixons etc sell their electronic goods customer returns at specialist auctions. The goods are described as 'Sold as Seen'. Surely these retailers will be re-imbursed by the manufacturers for the faulty goods? It should be the responsibilty of the manufacturer and the retailer to ensure that the goods are returned to the manufacturer for repair or scrapping not to re-enter the market place via the likes of Ebay etc. Not only does this practise allow potential hazardous faulty goods into the public domain but it also must be counter productive for both the manufacturer and the retailer sending out messages on the former that their goods are below standard fit for the purpose and secondly undermining the market and selling prices.
I bought a wedding dress online and it turned up and was poorly made, to big and had tears in the material. the websites return policy states that if you want to return an item as long as you contact them within 7 days and do not alter, remove tag etc you can obtain a return form. I requested this and they said i had to email pictures, i did this. 2 weeks later of daily emails, they still will not give me the return address and have said they will give me 35% of the dress price not the retail price. the dress cost me £200 am I entitled to my full refund? thank you for your help
I send an email last requesting for my money back as cost of labour within 5 days time.I had a word with the manager nd he refused to pay back the cost of labour.Please help.
The only thing I can think of being the cause is that the delivery drivers decided to open the packaging outside on the road rather than inside the house or maybe the product was already damaged prior to the delivery.
I had contacted the retailer about this and the retailer came back to advise that they had contacted the manufacturers and that the manufacturers had advised them that the damage is not a manufactoring fault.
I have since then quoted the sales of good act to the retailer but they have now chosen to ignore my emails.
What are my options now and what further action can I take in order for the retailer to resolve this issue?
How should i reply to this bearing in mind why should i have to prove the fault im happy to send the lens to them and them to get the report done
Thanks
I purchased a double mattress at a cost of £300 and within 6 months the mattress started to sink on both sides. i contacted the company and asked for a refund, i was refused, i was offered a replacement but they had to take photos of the mattress, i felt it was being called a liar, they did this, got my replacement but would not gibe me a new receipt, I told them unless I get some sort of proof that you have replaced the item then the deal is off, they gave me a replacement receipt. so here we are nearly 4 months down the line and the mattress is starting to sink, I do not want a replacement as the same will happen again, they told me I can change the mattress for a different make and any money they owe me would go towards it, is that a credit note? question is am I entitled to get my money back? I have accepted their way and to me got a poor service from them.
Kind regards
Julie graham
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