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How to Complain

Author: Chris Nickson
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How to Complain

You may be good at complaining about items that aren't quite right. If not, then you almost certainly know someone who is. But in most cases, it's not persuasion that gets redress – it's having the law on your side.

Once you've established your legal position, putting your complaint in writing is essential, and you can quickly create a professional letter using our free Consumer Complaint Letter Builder.

How to Begin Your Complaint

If you have a problem, the place to begin is always where you purchased the item. It doesn't matter which retailer sold it to you, legally the goods they sell must fit the description they give you, be of acceptable quality, fit for the purpose for which they're intended, come with reasonable installation or assembly instructions, and they must match any samples you're shown beforehand. These are your rights as a shopper, and they're guaranteed by the Sale of Goods Act 1979. If what you've bought doesn't comply with the law, the retailer must do one of three things:

  • Replace the item
  • Repair it
  • Give you a refund
You can complain to the manufacturer if there's a problem with the item (and this is a good idea if there's a guarantee), but, really, it's the retailer's responsibility, even if you've been misled about an item by a manufacturer's ad.

However, that doesn't give you carte blanche to return things. If you're taking something back simply because you don't like it or it doesn't suit you, the retailer's under no obligation to do anything.

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Exclusion Notices

Some retailers post notices in their shops in an attempt to stop people returning merchandise – you'll almost certainly have seen signs like 'No responsibility will be accepted for goods once they have left the store'. These are called exclusion notices, and the intent is to make you believe the retailer has no liability for the merchandise.

But can they apply this under the law? With one exception, the answer is no. They only apply if the notice is part of the contract of sale. Once you sign a contract, then you're bound by it. Even then, if the retailer misrepresents the item, your rights apply.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Further Action

In most cases, a complaint to the retailer, if they're in breach of the Act, will bring a quick resolution. But there will be instances when that doesn't happen. What can you do then? Many retailers belong to trade associations, and they might be able to help, or check industry codes of practice that might apply to the retailer.

Your local Trading Standards officer is another alternative. Trading Standards officers are there to help consumers, and they'll go after the retailers they believe to have persistently traded unfairly. You can also try the local authority; it has a number of powers, through Trading Standards and Environmental Health Officers, to crack down on bad traders.

If that doesn't work, try arbitration. Failing that, your last resort is to take the retailer to court. This would probably be small claims court, certainly if the value of the item is less than £5,000. However, first you should write a 'letter before action' to the retailer, setting out the settlement terms you'll accept. If that brings no response, then start your action.

For more information on your consumer rights, read our articles Shopping Online: Knowing Your Rights and Your Rights When Buying Goods Abroad.

The Next Step

Consumer Complaint Letter Builder

Now that you have read through the advice above, you might want to put it into practice. Our Consumer Complaint Letter Builder lets you generate a professional complaint letter ready to send. Takes 2 minutes. Try it now →

156 questions
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Catalina 12/10/2021 at 2:08 pm
Hello! I bought a sofa bed 8 months ago, from the company Furnicoliving, 3 months ago it started to be noisy , I contacted the company and I sent the proof that something is wrong, after a few days it answers me "that they I'm sorry, but the sofa is no longer under warranty "because 6 months have passed. I have another 2 months warranty but they don't want to speak with my nobody anymore, I sent them a lot of emails asking me not to compensate somehow and to fix it myself. I ask you what can I do in this situation?Many Thanks!
Kind Regards Catalina Ticanet
Sue 13/09/2021 at 12:43 pm
My sofa arrived 11 days ago
My sofa arrived 11 days ago, I arm chair missing, no reason given and still no arrangements for it to be delivered. Contacted DFS several time via e-mail and telephone. Waiting time on the phone over 30 mins. Feel sorry for the staff having to deal with the phone calls as they don’t appear to have any answers, been waiting for a call from the complaints department for 5 days. Still no response and no further forward to find out where the chair is? I have paid in full for this suit and expected a better service. Will not be using DFS again.
Honey 23/07/2021 at 5:43 pm
We brought a Coffee table from DFS they Delivered it on the 9 July with Sofa the men’s says they do not take coffee table out of the box So when we took coffee table out of the box it was smashed with bits here and there I phone up dfs they said someone will call use 12 no one did so I phone them up again and said they were talking to the manufacturer and then I did get a email saying that they had ordered me a new table and waiting for the manufacture to say when it will arrive so I phone on the 22July and they couldn’t help yet again they said someone would call us on the 23 July so I sent them a email telling them to cancel the order so just waiting to hear if I don’t hear want can we do
Hotlatte 21/05/2020 at 2:04 pm
I bought a patio set via Ebay and although the description of 'made from polyratten' was incorrect (it was moulded 'plastic' made to look like polyratten) I decided to keep the items, 2 x chairs and 1 x low table. HOWEVER after constructing the self-assembly pieces it became clear that the finished items are of poor quality, overpriced and to be honest so wobbly that I would not ask adults to sit on the chairs. I tried to take the pieces apart to send back but they are 'snap-lock' and I cannot separate them without causing damage. I informed the retailer of this and they said I could only get a refund 'if the set is sent back in the same packaging'. I have the original packaging but I would probably damage the item if I try to take apart. They insist they will not refund me if I send the items back as assembled items. Where do I stand?
pups 04/03/2020 at 10:10 pm
hi bought a marble table from dfs about 3 months ago the laquer on the table is showing signs of a crack.they said it is too late to complain as we have had it for 3 months,but table is faulty what can we do we dont really want it repaired but the top replaced as we have 3 other matching items...
Veronika 27/12/2019 at 12:51 am
I purchased a Fitbit Versa from Argos in June 2018, it appeared faulty just after a month (July 2018), when i went back to the retailer and i received a replacement watch. All good until April 2019 when the Fitbit Versa stopped working due to battery fault. I was adviced by Argos that i had to contact the manufacturer myself as they could not do anything due to the watch was bought more than a month ago. I went home and contacted Fitbit and explained what was wrong with the watch. I then received a replacement watch, at the time it was my 3rd watch. However, December 2019 this particular model fitbit versa showed another problem, but this time was the screen, kept switching off and fading. Contacted Fitbit directly explaining what was wrong this time and wxpressong my frustration with their product. I asked if i could have a replacement with different model as this particular one appeared to be very faulty. I was given the option to choose between another replacement ot 50%off from a new one. As i was not prepared to invest more money i chose a replacement (which was my 4rd replacement). Unfortunately, i am currently experiencing problems again, as my watch does not sync with my phone at all and the does not show correct time, in other words there is no point to wear it. I am so frustrated and disappointed by the whole thing. I have paid a lot of money for this watch (£239) and was expecting to have it more than 6 months at a time.
I am desperate to have my money back, but I am not sure where i stand, as i have bought it a year and a half ago.
Could i please have your advice?
Martin 28/10/2019 at 11:55 am
Hi Purchased a leather suite just over a year ago. Notice some marks on one of head rests. Contacted the seller and the insurance company. The retailer says it is not a manufacturer issue so not interested. The insurance company say that as it is not accidental damage or spill etc. the policy we have does not cover the damage. Apparently it is caused by sweat. So no idea what to do next.
Glibly 28/09/2019 at 7:15 am
Had Recliner leather sofa’s for 4 months ( away from home one month). A working couple with no pets or children. Tear’s under cushions but Harvey’s have found us liable saying we sit on the edge of the chairs and the cushion had pressed down on the recliner mechanism causing the tear. We don’t sit on the edge we recline when we eventually relax at the end of the day !!
Nik 20/02/2019 at 8:15 pm
Purchased oak coloured laminated flooring from retailer who fitted it over a large area. 7 years on the ends of some planks have faded at an angle, almost to white in some cases. We have maintained the floor strictly in line with the 25 year manufacturing guarantee however despite this the retailer says the manufacturer is offering £400 which is a ridiculously low amount copmpared to the price of replacing it all. Retailer has verbally advised the manufacturer is aware it's a known fault. Where do we stand if the manufacturer insists on replacing the faulty planks only?
Kel 06/07/2018 at 10:22 am
I bought an engagement ring from hsamuels in February 2018 and my partner just noticed 1 stone missing a couple of weeks ago. We handed the ring back to the retailer to be repaired and they have taken it. After a week or so they rang saying that they can see damage marks therefore we have to pay £122 for it to be repaired. Now my partner is pregnant and works a desk job and doesn't do anything physically challenging for a stone to get damaged on the ring. Where Do we stand?
ConsumerRightsExpert Editor 21/03/2018 at 12:38 pm
Under consumer rights legislation the retailer is responsible for replacing the item or refunding you. If you want compensation for damage caused you may have to pursue this as a civil action via the courts. First of all, write to manufacturers to see if they are willing to pay for any damage.
Hopey 19/03/2018 at 6:52 pm
I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged. How do I take this further, I’m disgusted with them :-(
ConsumerRightsExpert Editor 09/03/2018 at 12:30 pm
This is correct, a store is not obliged to accept returned items unless they are faulty. You can buy child locks for ovens, if you really think your toddler will be left unattended in the kitchen while the oven is on.
Issa 08/03/2018 at 1:57 pm
Bought new world cooker from Currys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?
hmsw 16/09/2017 at 10:52 pm
A shiny, white kitchen dining table purchased from Harvey's 15 months ago has started to show small bubbles on the surface which eventually split and leave a small chip in the surface. Only used with mats by 2 adults so it seems to be a problem with the actual coated surface. Concerned this will only get worse and leave table unusable in appearance. Letter of complaint sent to Harvey's and they have said they need an report about this problem before they will consider any action.
Is that my responsibility? I will have to pay a significant sum I guess for this which I feel is not fair and just trying to discourage a complaint.
Any advice appreciated. Kind regards
Lady M 14/07/2017 at 5:42 am
I purchased a leather la z boy suite from scs 2 years ago. I paid £349 for a 5 year warranty and 1 of the chairs has started sagging and the springs have dropped.
We had someone out from the insurance company but the say this part of the chair isn't covered
Is there anybody else to go to please?
alison 07/03/2017 at 8:30 pm
i brought a high end computer chair within 5 months a fault with arm rest has apeared the screws into the base of the chair do not sit true on one side the company advertise this as a high end product they have offered to send me another seat i am then expected to dismantle and reassemble the chair myself i am not happy with this am i entitled to a replacement chair
ABK 27/01/2017 at 9:16 am
Hi

I bought a new kitchen tap and had it installed by my own plumber. Within a few weeks it started leaking and my plumber advised that it was the inside of the tap that was faulty. The shop replaced the inside (but stated that they were only replacing it free as a gesture of good will as it must have been dirt that caused it to fail) and my plumber fitted it. Now several months later, but still under a year since I purchased the tap originally, it is leaking again. What comeback on the tap do I have. Can I expect the shop to replace the tap and can I expect them to fit it for me as my own plumber will charge me again. On reading the reviews of the particular tap there seems to be an issue with it leaking.
Any advice welcome.
Lauren 12/01/2017 at 2:39 pm
I bought a 2x2leather sofas from dfs in Aberdeen I received my sofas on 20 September. 2016and cost me 2075£i paid for it off my bank card in full now one of the sofas seems to be sagging the assistant manager came to see the sofa and took pics of sofa he is saying it's just the leather softening which none of the rest are doing it and every chair is sat on he got back to me today and manufacturer. Say the same if I take my throw off the sofa it is noticeable. I am not happy at all I told as manager I was going to citizen advice and all he said there was nothing they can do can I go further with this thank you
Doyley 11/01/2017 at 7:19 pm
Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hives on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket
Doyley 11/01/2017 at 7:16 pm
Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hoven on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket
DFSsofacomplaint 16/12/2016 at 8:08 pm
We purchased a 4 piece sofa suite(a 4 seater, two arm chairs & a footstool) from DFS in June 2016. We have been having problems with the 4 seater ever since we received it. Shortly after the delivery, the sofa's frame was found to be snapped into two. Below are the courses of events.

04/06/2016 Order placed
29/06/2016
- Sofa delivered
- Reported that the sofa squeaks
05/07/2016
1st Inspection - for squeaks
- Inspector(1) performed a visual inspection and no faults were found.
09/07/2016
2nd Inspection - for squeaks and bent supporting feet(we have photo to prove)
- Frame found out to be snapped into two(we have photo to prove)
- Inspector(2) attached one piece of timber each to the parts were snapped.(we have photo to prove). Supporting feet are attached to these broken frames. He also raised the feet about 2-3 cm above the floor.
07/10/2016
3rd Inspection - for squeaks and lowered supporting feet
- The repaired frames had sunk. The supporting feet under the sofa were touching the floor when there is weight on the sofa.
- The inspector(2) did not open the dust sheet to inspect the interior, just filled the gap between the floor and supporting feet with washers so it doesn't tap when someone sits on it.
28/10/2016
- Now the sofa is rocking when someone sits on the sofa, especially when try to change positions, two of the corner feet wobble and they make the sofa wobble too.
- A complaint email sent to Store Manager
5/11/2016&23/11/2016
- Spoke with the SM on two occasions and could not reach an agreement.

For the past 6 months, we have been extremely patient and done nothing but cooperate with them. It wasn’t our fault that the sofa was damaged in the first place but we agreed to have it repair - just to save the hassles and time for waiting for a new to be made. How wrong were we!

The Store Manager and Customer Service both offered a further inspection. But we declined for the following reasons:

1. The inspector(2) was dishonest and unprofessional. He did not report back the first/major repair he did. And according to the second conversation we had with the store manager, inspector(2) could not remember about the repair(s). I cannot help but wonder how many snapped sofas he had repaired in his career. He had been in our house TWICE in total!!
2. The Store Manager was rude and abrupt. He ignored our proofs, facts and figures and had no interests in what we had to say. He said to me that he could not accept our photos as proofs. We had already gone through the inspection procedure previously therefore asked for a replacement from him but he said we have to go through it again with him as HE had not dealt with us before.
3. Some of your inspectors are incompetent. As a result, the damage/fault was missed by the first inspection.
4. Perform further repairs is no difference than putting up scaffolding on a house that is already collapsing. It does not resolve the underlying problem.

Were we wrong to accept a repa
Helvie 14/12/2016 at 10:49 pm
Hi, I bought a sofa from a high end retailer costing £8,500 and that was in a sale with 25% discount. I received it on the 3rd June 16 and after 2 weeks the leather was already looking very tired so I complained about this via email but was told it was the nature of the sofa. I wasn't told this when I bought it and purposely stated I wanted a higher grade leather so this wouldn't happen. I lived with that reply but it's always niggled at me but now its starting to creak badly from one side and looking like an old sofa already. Also to mention I live alone and work away 6 months a year so the sofa has had very little use since it was delivered in June. Do I have any recourse and if yes how should I go about it.
Lys 08/12/2016 at 1:06 pm
We have just had our bathroom fully refitted. After a couple of weeks we noticed a small crack in the new shower tray. I have notified our supplier of the fault, and they say they will replace the shower tray, or they will get it repaired, but they will not pay for the labour and replacement tiles that would be needed to change the tray. I am reluctant to get a repair on a brand new shower tray. If the supplier then offers us the repair, do we have to take it? or can we legally insist that they fund the replacement new one and the consequential losses we incur in the labour and new tiles required?

Am I being unreasonable not to want the repair? I am also concerned that if we do say yes to the repair and then the crack returns, by repairing it would have consequences on the manufacturer product warranty, but additionally that the fault could return after we have had the shower tray in for 6 months - and if this was the case would we then have lost our rights to legally demand they pay for the consequential losses as well as the direct loss of the shower tray?
Ann 08/12/2016 at 12:51 pm
My dad bought a cooker 3 years ago everything works perfect exept the glass top the paint has came off on the corner and its rusty theres a gap whuch water can get through my dads 79 he had to buy a new cooker as he was scared it might blow up beko says its due to the cleaner he uses that its rotted the seal and paint i disagree i have pictures what can we do
ConsumerRightsExpert Editor 17/11/2016 at 11:56 am
Because it's already 3 years since you purchased it, you should accept any offer of a repair.
Kou 16/11/2016 at 12:11 pm
Hi, I purchased a sofa from Habitat three years ago in Feb 2014 and it has already being repaired by one of their independent repairers and the same issue has occurred again.I have spoken to Habitat and they have advised that our only option is to get it repaired again.Could you please advise what our rights are.Many thanksKoulla
ConsumerRightsExpert Editor 10/11/2016 at 9:50 am
Was this an ebay trade seller? The registered businesses have to comply with consumer rights rules. if an item is faulty and it's still within 6 months since purchase, you should be offered a repair or replacement. Raise a dispute with eBay and quote the 2015 Consumer Rights Act. If it was a private sale there's not much you can do unfortunately.
Julie Yarham 09/11/2016 at 7:54 am
I purchased dining table and four chairs on eBay July 2016,in November one of the chairs collapsed just as my husband went to sit down could of injured himself fortunately he didn't when I contacted the retailer he said there's nothing he can do as it's out of the 90 day warranty and says he's only following eBay rules can his guy get away with this? Spending £500 for something that last 4 months.
cp1000 15/10/2016 at 10:12 pm
I bought a sofa from Harvey's not quite 3 years ago, I found about 12 staples protruding (points side in) along the arm so I called Customer services they sent out an independent upholsterer who repaired the whole of the arm however the report states manufacturers fault as staples are substandard quality and so I am concerned that the rest of my sofa has obviously got substandard staples and now I have to check each time I sit down that I am not going to get stabbed, the customer services are not taking this seriously and I have been told by trading standards that they are concerned about the safety of my sofa, so I contacted customer services again, I feel like they just don't care, what can I do?
ConsumerRightsExpert Editor 06/10/2016 at 12:08 pm
That's great. Well done!
N 04/10/2016 at 10:26 pm
Hi thank you for your response. I managed to get the issue resolved by speaking to a manager, complaining about the poor service and detailing my rights as you advised. The matter has now been resolved and I have been refunded !
Malin 07/09/2016 at 3:00 pm
Brought some work trousers from a supplier at work and the stud button has started to fray I have had these trousers for 5 months they would not replace them and said that they would send them back to the rep from snickers. Should the retailer have replaced the trousers?
ConsumerRightsExpert Editor 23/08/2016 at 11:03 am
Can you see what the "patch up" will look like? If you can prove that the fault is inherant in the item itself, you should still be able to get some action. You cannot expect a full refund however.
Wellnaffedoff 20/08/2016 at 8:14 am
We bought a leather suite from a very reputable local store approximately two years ago. The leather on one of the chair headrests started to peal after about 18 months. The same chair has a faulty finger guard. The store did send someone out to inspect it and we have a copy in which it states that the problem is due to natural body oils. The report also states that if the chair has been originally a tanned black hide and the brown top coat is being removed by the oils. If this was fully protected brown leather the complaint would have been reduced. There has also been a problem with a faulty finger guard on the recliner right from the start of purchase.
We took out an extra cover at a cost of £160 on top of the suite cost of £3500.
We feel helpless in the way we are being treated as we have written letters and still nothing has been achieved. The store offered to 'patch it up as a gesture of goodwill' but couldn't guarantee it happening again. Have you any suggestions please?
Dave 11/08/2016 at 5:44 pm
I bought an EGR valve from Sutton Auto Factors. Had it fitted by my garage. within 2-3 weeks of being fitted the van started to fault, it would not rev enough to drive. It got worse and I put it into my garage to find out why. When they connected it to the computer the response was EGR valve problem. The garage fitted another EGR valve and this valve checked out ok. The replacement was left in the van and I returned the faulty valve to the supplier. They informed me that the valve had to be returned to the manufacturer to be tested. this could take between 2 to 6 weeks. Until this is tested and they find it faulty I cannot have a refund.
Can they do this? what are my rights? after all i paid for it immediately so surely the retailer should refund me immediately? Am I wrong???
lizzie 04/08/2016 at 1:49 pm
I bought a mattress from littlewoods, less than 3 months ago. the springs in the mattress have sagged and it feel's ive had the mattress for a couple of years not 3 months. I just want a replacement but this seams to be the hardest job ever. They have said they have to send a 3rd party to check it. once it's been checked and the report has been sent back to them then they will reorder a new one. The 3rd party cannot come out around my work schedule because i work 6 days a week. the other option is i send it back to littlewoods, they check it and then will recredit my account. however this could take up to a month and i will have no mattress for this period of time. or i can reorder a new mattress but if they find no fault with my mattress then they will charge me for both.

Exactly what are my rights, because im getting messed around, im not sleeping properly and i'm finding the issue a hassle for something that clearly just needs changing. Especially when it's not fit for purpose.

many thanks
Emm 30/07/2016 at 4:47 pm
I bought a kitchen from an online seller on the recommendation of the fitter who has used them a lot. The worktop has now got a nasty deep chip out of the front of it in a prominent position. I contacted the firm and they said it was not their responsibility and they were acting as a third party in the transaction. Their Terms and Conditions also says this. They will contact the manufacturer and say that if they come out to see the damage and find it is not due to a fault in the goods, I must pay a large call out charge. Why is this right? What can I do to have this replaced?
Paul H 25/07/2016 at 1:07 pm
I have purchased a leather 3 piece suite from Barker & Stonehouse. After 7 months the leather has faded badly on the sofa therefore not matching the chair colour. We complained to Barker & Stonehouse who sent out a technician. He advised that the leather we had chosen, the most expensive option, needed to be dyed every so often and that we could dye it ourselves. Clearly this isn't acceptable. The official report back from Barker & Stonehouse states it is sunshine that has caused the fading and they won't do anything after questioning them on the phone?!

Given that we in the UK do not get many hours sunshine and that the chair which isn't near a window has faded, I do not find their report or answer to be satisfactory, how can I take tyhis further to get a satisfactory outcome?
ConsumerRightsExpert Editor 12/07/2016 at 10:25 am
Not really, the refund will only apply for the faulty item.
Budgie 09/07/2016 at 8:24 pm
I purchased two leather sofas and paid in full back in March , prior to ordering I took the measurements of my existing sofa and chairs together with measurements of front and lounge doors . The salesman said they would go in the house/ room . However wgen they tried yo deliver on thursday last the smaller sofa would not go in so it was taken back to the store (Collingwood and Batchelot Horley sry) along with the larger sofa which had a recliner at each end . i went into the shop later sane day and before I could say anything the Md owner was very rude to me said my mistake ,my furniture so my problem ! I disagreed was my error , but he said you signed to say measurements were correct and items would fit into the property, He continued to shout at me and insisted I talk to the saleman who would confirm my fault , however he said he could not remember , I left the shop and the next day i received an apology fir the MD rudeness and the phone no of an upholsterer who would come in two weeks and remove the arms to get it in then replace ( at my expense ) whilst not happy i excepted , the next day the larger sofa was delivered ,but as it was constructed in two pieces a singke recliner and a fixed seat and recliner , the sane chaps delivered it and put it together , but the single recliner would not sit well after being attached and looked higher at top and lower at the bottom abd the recliner would not work , he wrote all this on the delivery note , I sent an email to the Director /Owner complaining that the sofa looked wonky and the recliner was faulty i considered it not fit for purpose. His response was that he would contact the manufacturer and they would send an engineer out , but I now feel that the sofa is not what I paid for I do not want it repaired or adjusted or even replaced I now want a refund as if it is not sturdy enough to stand transportation I doubt it will ladt lng even if they sort it out now , my questions is can I ask for a refund fir both sofas as it was supposed to be a matching pair or do I have to keep the other one when delivered in two weeks time with the upholsterer ? I am so upset by it all i cant sleep !
Timeforachange 09/07/2016 at 9:26 am
I bought a Whirpool oven in February 2015 which at first worked fine. Over January 2016 we noticed it kept turning itself off during cooking times or if you'd set it to come on with the timer, it hasn't started or when opening the door to add more food (different cooking times) the oven turned itself off. Whirpool 'fixed' the problem only for it occur again so they came out again to look at the oven. The parts they thought it were then had to be ordered, which took in about 6 weeks! Then the parts were damaged so had to be reordered and then eventually fitted which happened on 21st May. Over June we again noticed the same faults happening. When I rang this week they have said we have to pay for the repairs as it's no longer in warranty nor is it within 14 days of it being fixed. Despite the fault being reported to them in February, within the wareeny, the fault is still occurring but they say it's not their problem and are refusing to help.
Please advise on what I can do next to resolve this issue.
Many thanks
HOLVIC 01/07/2016 at 10:30 am
Last June, we purchased a lot of furniture from Multiyork in Lincoln, the problem lies with 2 extra large sofas, 1 became faulty within 2 months, took photos, emailed the store, had their (wouldn't recommend any of this) representative repair company called Homecare come out, they were useless, but we got to the end result, what we had ordered hadn't been done meaning the interiors of the cushions were faulty, the wrong softness. Had a further 2 visits from the store to see the sofas including said Manager, decided new cushions were needed, so on the 1 sofa agreed that. They became faulty again, so it was decided they would take it up with "Head Office" to sort. I was always chasing for answers and was constantly fobbed off and in March, the store after all this time said there was nothing else they could do, I would have to take it up with the Head Office myself, so the buck was passed to me, not the other way round. More chasing and found a Head of Customer Care who took on the complaint, and constantly promised (never happened) to fix things, sort out a full response about what had happened and so on, the other sofa was becoming faulty now, so they agreed to replace 1 which I said ok to. That was delivered in May, and the fabric on it didn't match the other 1, the cushions were soft and the fabric used as a valance was creased. So I contacted them again (the amount of time this has taken up with emails, 'phone calls, home visits to suit them is a joke) so I chased and chased and then was told the Head of Customer Care had left! A young Customer Care girl then tried to take on the complaint, she was out of her depth, so she on my request passed it on to what appears to be the only Senior Person left, the Production Manager, who apologised (I've had loads of those) for the way the complaint had been treated but this woman Emma Whelan who promised responses falsely etc had left, and now this young girl had left, says a lot, so he said I can now remanufacture another 2 sofas for you (this is June) so I said ok, this would be the Third and Final time I would accept this as it was a year now. I asked him could I see sight of the supposed complaint response was it on file, it was never commented on, so I believe it was a lie and never existed, so this week I progressed the sofas, another 8-10 weeks for them to be produced and then the other 2 uplifted, so I said couldn't they be rushed through considering it was a year ago we first took delivery of the first 2 faulty ones. Yesterday he emailed me and said they were no longer going to produce them, didn't think he could do so satisfactorily (bearing in mind his suggestion to manufacture again not mine) so wanted to uplift them to suit me and then fully refund. So we bow to his request? I have tons of emails, photos etc on this subject, the stress it's caused me, and now he goes back on his word. Yes we can go out and find some more sofas, but why should we, he should never have agreed to rema
vonny 25/06/2016 at 9:59 pm
I purchased a Titanium tv bed from dreams i have complain to the shop that the mattress does fitted the bed and my pillows keep falling down the back of the bed i was to this so i can change the bedding. last month the slats broken at the end of the bed and side rail broken contacted dreams they sent out an independent assessor or could even lift the mattress up off the bed my husband had to help him took a couple of pictures and send a letter a week later saying it the fault of customer he said it was heavy downward impact or pressure to cause this damage and said customer said they only lying on the bed but i i also sit on the end of the bed.The bed is just one year old with 10 years warranty and i paid # 3,317.00 on a loan
ConsumerRightsExpert Editor 08/06/2016 at 10:58 am
Your contract is with Dreams but obviously it's 3 years since your purchase so they're not obliged to offer a repair free of charge etc. If the original manufacturer has gone out of business, ask Dreams to give details of an alternative supplier. You may have to get a similar strut adapted to fit.
Bobcarol12 06/06/2016 at 5:42 pm
Brought an King size Otterman bed,2013 this weekend or of the support struts snapped off,and is now putting pressure on the remains one, I contacted Dreams,who told me that as they do not sell that bed anymore I will have to contact the supplier to see about spare parts, I contacted the supplier on the number given and lo and behold number will not connect. All I want is a repair ,should I be contacting the supplier or is my contract with Dreams
ConsumerRightsExpert Editor 17/05/2016 at 2:25 pm
There are no rights regarding extensions of warranties unfortunately. If a laptop has not worked effectively and is only 16months old, it might be worth writing to the retailer with details of all the problems (back this up with proof from an expert). Say that you do not feel the laptop was fit for purpose or of satisfactory quality because of the problems...and that you would also expect a laptop to last longer than 16 months. This does depend on the price/nature of the laptop of course.
Marylou 15/05/2016 at 11:23 am
Hi there,

My mum purchased a laptop 16 months ago and had to call the help line multiple times for the same issue. Recently she's had the problem twice beforee however being out of warranty paid 150 pound for the helpline. My argument is this is an on going fault thats happened throughout the warranty period, surely she has a right for the warranty to be extended free of charge each time this issue arises. Personally I would of argued for a replacement product.

Thanks
ConsumerRightsExpert Editor 18/04/2016 at 2:20 pm
the retailer is repsponsible for this. Here is our advice on the Consumer Rights Act 2015
BG 16/04/2016 at 11:09 pm
@ao received a Zanussi electric cooker a few days ago and noticed that the vent on the back of the hob is loose. Called AO who provided Zanussi's telephone number as it's a manufacturer fault. Zanussi said that it was damaged during transit and to call AO. Neither wants to take responsibility for the fault/damage. I have an engineer coming out in a few days to fix the issue, but I have been warned I may have to pay for the repair !
TMB 12/04/2016 at 5:27 pm
Just had reply back from seller. Said he won't replace as wear and tear!!! But will give me £10 off a new pair !! The cheek of it the shoes are fine just one of them pulled away. She is same size and width forgot to add when we purchased they were a little big so he saidmd plenty of grow room. So not due to four getting bigger as still the same. She keeps them tidy do not knocked about just this one shoe. I just want another pair or a refund whichever as really bus don't want to go back to him but if I can get another pair will brave it if he won't budge what do I do. I sAved for a good pair of shoes for my little girl at nearly £50 and would have been better going to local supermarket for a cheap pair And customer service . It's really upsetting me please help
TMB 12/04/2016 at 5:18 pm
Please can someone tell me who to go to next. Bought a pair of v good shoes from local independent shoe shop for children. After 6 months they have pull away from the sole on one shoe. Clearly see glue etc. they are not holed in the bottom due to wear etcc just pulled away from the sole leaving a large gaping hole. The owner said it was up to the manufacturer to replace not him and they are French so emailed them. They have said no as wear and tear!! A get out phrase. There is no overwear in the sole that is fine the shoe itself is fine just pulled away from the sole. He measured my child's feet for the shoes so Ai have checked with another retailer and still same width and size. Should he replace as seems to be passing the buck do to speak. Nothing wrong with the shoes apart from the on one shoe. He's not interested. Where do I go next as these wet expensive good quality sturdy shies and shouldn't have happened. Seems wear is just accord to stop exchanging for a new pair!!
Rodders 30/03/2016 at 12:16 pm
I bought a beko cooker from curry's 2 year ago but after only 2 years of use the paint a
the hob is starting to cracking and rust under it i have emailed pics to beko but had no response as yet the cooker cost 400 pound and aspect it to last more than 2 year what rights do i have and what's the next step thanks
cathy 27/03/2016 at 4:40 pm
i bought a bathroom suit 7 months ago .I have just noticed that the top skin on the bath has come away from the base so when you stand in the bath now you can feel movement below you. I have contacted the retailer and they are contacting manufacturers to see if they will replace the bath . who is responsible for the cost of removing toilet and bath and having them refitted and resealed . my bathroom wall boards have all been cut and fitted to the bath that is there at the moment
ConsumerRightsExpert Editor 04/03/2016 at 2:32 pm
You should be able to claim a refund for this on the basis that the goods were faulty when delivered and the repair has already caused you inconvenience. The retailer should refund you and take it up with the manufacturer. We're assuming you have not used the sofa and the retailer was supposed to have arranged for it to be returned as soon as you realised it was scratched and unusable due to the arms?
Chemofog 03/03/2016 at 5:55 am
I bought a heather recliner sofa and chairs in September 2015. When they arrived in Dec the back of the sofa was scratched and the arms which zip on we're wrong. They sent 2 left arms. I complained straight away and I am still waiting for the new part. They say it will be April. I bought a new sofa but I am getting a one that has ro be repaired through no fault of my own. I have decided to have my money back. I asked at the begining but they declined and sad ar this stage it was repair only. This is not on I want my money back , I asked my retailer to contact the company , this was nearly 2 weeks ago and I am still waiting for a reply.am I within my rights to request my money back.?.
Jane renshaw 20/02/2016 at 6:15 pm
We bought a settee 5 weeks ago and the arm on the sofa has collapsed I have had it inspected and they offered a repair however it was a lot of money to be repaired a little after a month. I would like to purchase another make as I feel it's not fit for purpose even paying more money to get a correct settee., it's very badly made

What are my rights I feel we shouldn't have to have this repaired in the time in which it has collapsed
ConsumerRightsExpert Editor 19/02/2016 at 10:46 am
You will not get a full refund at this stage as you have owned the appliance for more than 6 months. A tumbler dryer should last longer than this however, so it is clearly not fit for purpose. You have been unable to obtain a repair in a reasonable time scale and the retailer Tesco should still be responsible if you can prove that the item was faulty when purchased. See our articles on The Consumer Rights Act and Faulty Goods for more clarification.
maggie may 18/02/2016 at 7:20 am
I am one of the many consumers caught up in the faulty kitchen appliances scandal, I purchased a Tumble Dryer on line from Tesco direct in march 2015, paid for with my credit card, the manufacturers are now quoting a repair time of
June 2016 this is totally unacceptable, Tesco are passing the buck telling me to contact the manufacturers again, as my contract is with Tesco what is my next move? also what would I need to do with the faulty machine should I try to obtain a full refund from my credit card company?
Ralf 11/02/2016 at 6:33 pm
Recently purchased a new cooker and while levelling I noticed the sharp edge right at the adjuster corner. With care I managed to level it, but my concerns grew when when I went to get the grill pan out...... No handle !!
Called New World customer services saying that for such an establish brand I was unhappy with the build quality and how the panels seemed to have been cheaply produced ..... Punched & Sprayed....... very poor quality control. Was told that they have not supplied grill pan handles for a number of years following a customer survey. I stressed my opinion stating that the cookers should come with a handle giving customer the choice to use it or not....... We have to remember to use the pan with care because of unfinished edge around the rolled edges. The only one benefitting from the lack of handle is the manufacturer, in their profits.
My research has discovered regulations stating how any accessible edges cannot be sharp..... but who decides what 'Sharp' actually means??? Also, now we have purchased a £20 pan handle noticed that it fitted many other makes and models....... curious don't you think?
Lastly, the visiting engineer told us to wear gloves when levelling...... and that we should not be touching edges in certain blatantly accessible areas. I could go on, but I think you get my story.
Thanks for great emphatic customer service New World.... Not!!!!
ConsumerRightsExpert Editor 08/02/2016 at 10:50 am
The retailer is responsible for dealing with the problem. If the fogging is affecting the efficacy of the light as well as aesthetics then the retailer should replace is as not if for purpose within the first 30 days of purchase. See our article on buying a new car here for more information.
ConsumerRightsExpert Editor 05/02/2016 at 1:54 pm
The retailer should be able to resolve this for you without you have deal directly with the manufacturer. See our guide to the Consumer Rights Act 2015 for details on what to do next.
don 05/02/2016 at 12:16 pm
I purchased a mercedes from a main dealer it was pre reg and only done 10 miles a 2015 model for £27k After i had it for a week or so I cleaned it and noticed the headlamp inside had fogged up I returned to the dealer who said mercedes new about this problem and would replace lights if they failed. I said i would monitor this and as the weather got worse the fogging got worse. I contacted them again and the dealer showed me a memo from mercedes saying it is a common fault but they will not replace the whole headlight. My argument is that it is a prestigious car and this should not look like this and could be a light ready to fail at anytime. The retailer refuses to do anything about it and refers me to mercedes direct. who is responsible for this and what is my next couse of action
Thanks
Avelon 04/02/2016 at 2:12 pm
I bought a computer from Argos it worked for a while then wouldn't boot up. I contacted Argos and was told to deal with the suppliers, after several phone calls and emails the system had to be returned to the suppliers( which I had to pay the postage for) My computer arrived back after 2 weeks and just 2 days later developed the same fault. I am in contact with Argos who say that when I bought it I agreed with Argos conditions which means that Argos are saying it is the supplier who I must deal with. The supplier is refusing to offer me a refund I am saying to Argos it is not fit for purpose. Who do I deal with and do I pester Argos as I bought it from them. bought for xmas this year been repaired and still not working
Phil r 18/01/2016 at 5:07 pm
Hi I purchased a cooker hood from marks electrical in June 2015 but have only just installed it into the new kitchen this weekend (it still has the protective film on it) upon its first use we have found that only two of the three fan settings work I have spoken to the retailer and they have said they will contact the manufacturer and they will send out an engineer to repair it. I am not happy with this as they have sent me a faulty unit I am aware that a number of months have passed between the purchase and the installation but this does not detract from the fact the unit that was sold is faulty. Can you give me some advice please
citizen1234 18/12/2015 at 10:02 am
Bought a brand new car two years ago. It has been converted to have a wheelchair ramp. Took it in for service and the vehicle was declared dangerous. Something has gone wrong with the conversion. Cpntacted the business where I bought the car, and they declared it was road wear. The vehicle has now been collected by the company who did the conversion and the original business is simply passing the buck. They have offered to buy the vehicle from me, but this will leave me at least £2000 out of pocket. You cannot believe the nastiness I have received over this, you would think it was my fault.
There are not many second had WAV conversions around I feel I can not be expected to land up with a vehicle two or three years older than mine. They keep referring me to standard practice. How standard is it for a two year old car to be a right off? Car insurance is useless, not even covered by the legal cover.
ConsumerRightsExpert Editor 07/12/2015 at 2:06 pm
You need to get an independent expert to look at the car to find out the cause of the problem and why it did not present itself during the first three months. Once you know this, you will be able to establish whether it is something that can be referred back to the dealer. In general, sounds as though it is not of "satisfactory quality" or "fit for purpose" and you can return it to the dealer who should repair it free of charge. If after several attempts at repair it has not been fixed you may be entitled to a refund (the dealer can deduct an amount from this to allow for the use you have had from the vehicle already).
flabbergasted 25/09/2015 at 12:25 am
I bought a pair of trainers just 7weeks ago. The past few days a hole has developed in the mesh area around the toes.
I have taken them back to the store, along with box, bag and receipt - only to be refused an exchange as the manager felt that the sole was worn and stated that he could neither refund or exchange.
The sole has worn very quickly which isn't through over wearing at all just the shoddy quality of the whole trainer.
I have had loads of pairs of trainers which all last at least 1-2 years.
Surely after 8 weeks i am entitled to at least an exchange for a different pair. I cant believe for the extortionate price that i paid the store obviously feel its' "Fair Usage?"
These trainers haven't even been worn every day !!
ConsumerRightsExpert Editor 14/09/2015 at 11:08 am
Assuming you purchased it directly from Lenovo and not through a retailer. Write to customer services ( contact details are here) saying the laptop is faulty. Give the reasons you feel it may be a manufacturer fault and that you wish to return it for a repair/replacement/partial refund under the Sale of Goods Act - and ask how you can do this. Hopefully that will produce a response you're happy with. If no replacement/refund is offered and the company decides to repair the laptop, note that if you are put to significant incovenience you can still claim a partial refund.
Akram 13/09/2015 at 12:33 pm
I purchased Lenovo Thinkpad E550 Edge laptop in April, and it was nightmare in itself to receive the delviery in May, from Lenovo. After a big struggle, I received it and have been using it. Last three days, the laptop has failed with strange characters being shown with the keyboard. Looked at all possible ways to fix it, being a techie myself.
I have observed that there are some problems in the firmware of the motherboard and not sure if it is faulty item or not. I dont know what I could do with Laptop now as i ended paying around £600 for this. Lenovo has not responded to my service request yet. Knowing that it is Lenovo, they may never get back to me unless I get in touch with them and push it hard.
What options do I have, in order to deal with lenovo? Please advice.
Onlinedollars 04/09/2015 at 5:58 pm
Hi I purchased a Samsung 48" smart TV in June 2014, the TV has seen very little use due to the hours I work, recently two black marks have appeared on the screen about the size of a 10p piece. Who should I complain about this too?
ConsumerRightsExpert Editor 18/08/2015 at 2:32 pm
Gosh, you've been very unlucky. Hoover does sound like it's done a lot to try to alleviate all the problems you've had. It's undertandable after all this time and experiences of several different cookers, that you do not have faith in these products anymore. Under the Sale of Goods Act you are generally entitled to a repair/replacement or partial refund, within a reasonable time. This has been going on for so long now that it's an unusual circumstance - but in general you have now been put to such inconvenience that you should reasonably be able to argue that a partial refund should be paid instead of a replacement.
Swinny 18/08/2015 at 5:08 am
We purchased a Hoover Double oven on 31st October 2007.
On the 25th September 2008 the element was replaced in the bottom oven
On the 13th August 2009 the element was replaced in the bottom oven
On the 5th May 2010 the element was replaced in the bottom oven
Yet another replacement element on Monday 28th March 2011
The Oven was replaced by Hoover in April 2011 March 2012 the element failed again. In October 2012 the Oven was replaced again to a Hoover Range Oven. After 13 months a hinge failed which was not in production anymore so a replacement Range was sent. After 10 weeks of use the inner glass on the oven shattered into tiny pieces, this was repaired after a 3 week wait. In June Hoover came out to inspect the Range as there were further issues with it and said it was to be replaced again. The replacement arrived on 12th August. It was installed by Hoover who turned the Oven on and asked us to leave on for 20 minutes to burn off any odours. After 15 minutes the inner glass on the door exploded. So here we are again, we have had no working Oven since last Wednesday and still no idea when it will be repaired. In total we have had at least 12 days out of work for engineer visits, I should think at least 8 weeks without a working oven, which is difficult when you have a family of 5 to feed. I would like my money back but Hoover won't give it, they just want to repair it or replace it. I have no confidence in their products. What is the best course of action to take against Hoover.
ConsumerRightsExpert Editor 27/07/2015 at 10:31 am
@Julia. You've done the right thing by asking for a report on the damage. This should show whether the ring has received a substantial impact which would displace the stones. Look at the terms of the guarantee...the jeweller should be able to supply your with a copy if you do not have one. This should help you to establish what is covered under the guarantee. Depending on how much you paid for the ring - if you do not believe it to have been of satisfatory quality, or fit for purpose, your rights under the Sale of Goods Act will also help you.
Julia 23/07/2015 at 9:02 am
I bought an engagement and wedding ring (set) last year. I recall the purchasing process was compromised due to problems with the till. I remember being told the set had a 1 year guarantee but do not recall being offered an 'accidental damage' policy. I took the engagement ring back a short while after as it looked as if a stone (or chip) or two had come out of it. It was sent off to the jeweller's workshop (outsourced) with a note 'faulty manufacturing' on it. The ring was repaired. More recently, but within the 1 year guarantee, it looked as if a stone or two had come out again. I took it back and they sent it off. They are saying that it is accidental damage and are proposing £120 to repair it. I do not recall knocking the ring specifically and have said that as it is an every day ring, I would have thought it could take the knocks of every day life ... other than it being hit with a sledgehammer of course. They are refusing to fix it unless I pay £120. I have asked for a cost breakdown and report on the 'damage'. Where do I go with this please?
dee 21/07/2015 at 3:57 pm
I got engaged december 2013. By february 2014 my engagement ring had a diamond fall out and was taken back to the retailer. I wanted a refund at the time but was talked into accepting a new ring (same style) by the lady in the shop. Now 16 months later the same thing has happened again and the shop are saying they cannot refund as over 12 months old. What are my rights as this style of ring is clearly faulty?
modman 06/07/2015 at 10:55 pm
Hi I bought a sofa from Furniture village. within a week it was faulty.
They agreed to replace it, said replacement ordered 24th April and would take 10 - 12 weeks.

Just had letter saying just been order and going to be another 10 - 12 weeks.

I feel this is unreasonable wait for a replacement, especially as faulty sofa badly aggravating my back pain

what are my rights
ConsumerRightsExpert Editor 08/07/2015 at 12:06 pm
@ged. Great, thanks for letting us know.
ConsumerRightsExpert Editor 06/07/2015 at 10:40 am
@here1. The retailer does need to have some proof of the purchase...it does not have to be a receipt but it does have to demonstrate that it was purchased from that store. Did the oven come with any documentation such as a guarantee slip, which your daughter sent away at the time? That might prove the purchase was made then.
ged 03/07/2015 at 10:07 pm
thanks for reply. tv had fault with main board , report was sent to samsung. by samsung appointed tv engineer .samsung agreed as tv was less than 2yr old they would pay for all parts , so got partial refund on initial payment .and only part paid labour cost . so was happy enough with outcome
ConsumerRightsExpert Editor 07/07/2015 at 11:26 am
@Slaphead. Try going back to either the retailer or the manufacturer to find out how to get in touch. Even if you have to pay for a repair, you should be kept informed and not be put to any inconvenience.
slaphead 03/07/2015 at 4:09 am
I took out a mobile phone contract 8 months ago from Carphone Warehouse. One morning I picked up my phone and instantly dropped it because it was so hot. On inspection of the phone the charger port had become so hot it had melted the plastic case. I contacted Carphone who passed me to LG who eventually sent my phone off to a repair company called SBE. SBE contacted me claiming I had an unauthorised repair on my phone so that had voided the warranty. I couldn't understand how they came to that conclusion so I asked them why there engineer had made that decision. This was 9 days ago I sent the email and still no reply. I've tried calling the number provided on the invoice they sent but it just charges me 10p a minute, leaves me on hold and finally cuts me off. Any advice on where I stand or if I have a right to query there decision?? Thanks.
hera1 01/07/2015 at 6:51 pm
My daughters ex purchased a gas cooker less than 1 year ago , it has developed a dangerous fault (oven goes out with no warning but gas still flowing out ! ) . she no longer has contact with ex & has no receipt , paid cash so no bank statement ,,,he collected in his van so not even a delivery statement !! i went to the shop and explained however the abrupt assistant just said sorry no reciept no repair .. is there anything I can do in this situation ? thankyou
ConsumerRightsExpert Editor 30/06/2015 at 9:32 am
@Ged. As more than six months have gone by the onus is on you to prove that the item was faulty when you bought it or is not fit for purpose (if the retailer disputes your claim). You should expect any repair to be carried out within a "reasonable" time. If it's impossible to replace or repair the item, you can claim a refund of some of the purchase price (depending on how much the item has been used).
ged 26/06/2015 at 1:47 am
i bought a samsung tv in 2013 ,for £1700 , after 3mnths it developed a fault, i asked for refund but the retailer offered a repair, wifi module was replaced . it had a 1 year warranty .18mnths later it developed the same fault, samsung refused to repair ,as out of warranty even though was same fault . repair centre charged me £90 to repair it [22nd june 15], wifi module replaced again, 3 days later same fault occurred , tv engineer due to have look at tv fri 26th june , to me , there seems to be an underlying problem here that hasnt been fixed .
my question is, it seems this tv had been sold with a fault , can i still have a claim against retailer or samsung, for refund ,replacement or costs for these repairs .
thanks
ConsumerRightsExpert Editor 23/06/2015 at 2:08 pm
@pearl. You should see what the retailer says. They have the choice to repair, replace or refund faulty goods.
Pearl 18/06/2015 at 8:48 pm
I bought a pair of pearl earrings last month to wear to a wedding. They cost £250. I wore them once then when I went to put them on today one of them broke in half. What are my rights? Do they have to fix, replace or can I have my money refunded?
ConsumerRightsExpert Editor 22/06/2015 at 10:12 am
@HST. You've not mentioned whether you contacted the manufacturer or the retailer (it's supposed to be the retailer who helps you). But in general you can expect a repair, replacement or refund.
HST 16/06/2015 at 5:31 pm
Very helpful article, thank you.

I purchased a Lenovo M30-70 3 months ago. The letter keys Q,W,E,R & U, I, O, P ceased to work on Sunday
.
I used my laptop on Friday the 12th of June and everything was working fine. I then reopened my laptop on the Sunday the 14th of June and the above mentioned keys had stopped functioning and are unfixable.

I tweeted the Lenovo company account and facebooked them asking for help and now days have passed with no response.

I just called and they said they can send it off for a fix and if it can't be fixed only then is a replacement or refund acceptable.

Am I addressing this in the correct manner?

Thanks, Helen

Helen
ConsumerRightsExpert Editor 04/06/2015 at 12:05 pm
@trulyjulie. Depending on what you paid for the watch you may be able to get a partial refund or replacement. However it's up to you to prove that the watch must have been inherently faulty at the time of purchase.
truly julie 02/06/2015 at 10:09 am
I bought a Bering watch 18 months ago, I've taken it back to the shop 3 times as it keeps stopping - radio controlled. The last time they said it was the battery & replaced it ( about 2 months ago) but it's stopped again. I'm happy to exchange for another model or watch but don't know my rights
Kye 26/05/2015 at 11:38 am
Hello I purchased a wood table from BnM stores last year July 2014 - I didn't use the table until August 2014 and had it out in use for 3 months, I had protected the table with Ronseal teak garden furniture protection and when not in use it was covered up with a premium garden furniture cover. When I uncovered the table this weekend it is in awful condition. The wood is patchy, bare in some places and looks 10 years old. I have contacted the store and they said its not eligible for an exchange or refund and that it needs treating. My mother and sister both have wooden garden furniture and whilst you need to maintain it mine literally needs restoring, the condition is awful and much worse than theirs which are 12 and 10 years old. I am extremely unhappy, where do I stand.
Goonerlady 26/05/2015 at 9:20 am
I purchased a Mamas and Papas buggy in August 2013 from Next. The harness strap became faulty in June 2014. Next said they couldnt fix it and to arrange for it to be returned. I bought another pushchair to use.

I therefore didnt prioritise sorting out returning the broken one. It has a two year guarantee according to Mamas and Papas website but when I contacted Next they have said they offer one year only and I need to contact Mamas and papas direct. Is this correct?
ConsumerRightsExpert Editor 21/05/2015 at 11:58 am
@Bristol/Andy. No you have to give them the opportunity to repair the item first. See our article on Faulty Goods for more information.
BristolAndy 18/05/2015 at 5:13 pm
Hi

Looking for some advice, I recently bought a £800 cooker from appliances online, it was delivered in February 2015, it has developed a fault already with one of the main ovens which I think was a latent defect from delivery, they want to repair the item rather than replace which is what I want as it shouldn't be developing a fault already, can I insist on a replacement? I don't want my money back just a replacement that doesn't have to be repaired so soon after purchasing.

Any help would be appreciated.
ConsumerRightsExpert Editor 18/05/2015 at 1:37 pm
@Deb. Yes if the item does not meet its sales description then you should be able to demand a replacement or refund. Did you order it online? Make sure you act quickly as the sooner you act the more chance of a successful outcome.
Deb 13/05/2015 at 11:41 pm
Hi i bought a corner sofa from a well known furniture shop. One half of the sofa looks a different colour to the other half, the seats are lower than it says in the description, there is a large gap where it's meant to meet in the corner at the front of the sofa, the seats are different heights, the settee is uncomfortable nothing like the description, the overall size is a few inches shorter on both sides of the corner suite. I really don't want it, can I ask them to take it back and replace with a different suite or a refund?
ConsumerRightsExpert Editor 18/05/2015 at 10:11 am
@Rach. Did you inspect the item thoroughly when it arrived? Was there something that had to be opened/taken apart etc which meant you then noticed the fault? If you've still got the packaging and all the parts how will the company know that you actually started to install it? You could try sending it back and denying that you actually tried to install it. Alternatively if the fault is one that could not be caused by damage during installation then you are entitled to a refund/replacement under the Sale of Goods Act regardless of the conditions that the company has in place.
Rach 12/05/2015 at 3:13 pm
Hi
I've purchased a towel rail from Plumbnation. It was only upon installation that I noticed a flaw in the plastic coating. The company are refusing to replace or refund the item as it states in their terms and conditions

You or any 3rd party employed to perform installation should not attempt to install visibly damaged Goods as installation shall be regarded as confirmation that the Goods have been delivered to You in good condition.

Is this in breach of the sale of goods act or can they uphold this.
Many thanks
ConsumerRightsExpert Editor 14/05/2015 at 12:53 pm
@als. Why would you install them if they were damaged? This sounds like very silly advice from a retailer. Check their website for their returns policy and insist on replacements.
als 10/05/2015 at 1:42 pm
Hi I bought kitchen units from a company after they were delivered and unpacked we noticed some damage the next morning we phoned and were told to go ahead and install them and any damages would be inspected and sorted since installation some of the units are not correct size and we contacted them and they are not retuning any calls I have written to them and still no response what is the next step
ConsumerRightsExpert Editor 12/05/2015 at 11:49 am
@berniemac. Traders must clearly show the selling price inclusive of VAT (except when selling to businesses). Prices don't have to be placed on individual goods. They can be shown on notices nearby, as long as it's easy to see which items the price applies to. To complain about this talk to your local Trading Standards office.
berniemac 06/05/2015 at 10:56 am
hi just looking for advice my local convenience shop does not display prices for any of its products I have complained about this numerous times but the staff barely understand what I am saying there English isn't very good, you seem to be charged whatever they feel like on the day once you get to the till, how do I take this complaint further
ConsumerRightsExpert Editor 15/04/2015 at 9:55 am
@Esd. If the fault was in the heater then yes you should expect some compensation. It does however, depend on the age of the appliance and whether it's been serviced/used in the correct manner etc. If the company are not responding, report this to Trading Standards. If the damage is significant you could try a civil action through the courts.
Esd 13/04/2015 at 11:38 am
Hi - I'm looking for some advice. I has a small house fire in February caused by the self combustion of a small blow heater while I was out of the room. It left some damage (blackened wall) / burn holes. Unfortunately I didn't think at the time to take photos! I contacted the heater company as I still had the receipt and box for it, they asked for a fire incident report which I have sent to them but I've heard nothing back. I would have expected at least acknowledgement or any apology and refund for the heater. Should I / am I entitled to ask for something by means of compensation for the damage to walls etc?
Thanks
ConsumerRightsExpert Editor 08/04/2015 at 12:59 pm
@chet. Follow the link at the end of the article on How to Complain. It's here.
Chet 06/04/2015 at 5:44 am
Hello there,
Adding furtger to my comment earlier on the sofa purchased,we had requested a full refund since the irem arrived faulty. But the seller just replied saying tgat they would first send soneone to look at it since it was their policy. An independant repairs company came and inspected it and said they could repair it but the leather was not uniform on the soda and hence they cannot fix that bit. They also told us that they would send a report to the furniture store with pictures and description and that the furniture company would resspond back to us on further course of action. It has been 7 days and we have not received any response from the store. Even the response first time and course of action took a very long time. Can we request a full refund or replacement? It has been more than 1 month since we had the sofa.
Chet 06/04/2015 at 5:36 am
Hello there,
We have bought a sofa from a well known retailer and when the goods arrived there were damages and the sofa was of very poor quality considering that we paid close to 4000£ for it. When we let the seller know and emailed him with pictures and also mentioned in the delivery note, the seller sent someone to inspect the goods which only happened after 3-4 weeks of delivery. Wehad to push the sellar to respond to take the next course of action. Now It has been more than 7 days since this has happened but we gave received no correspondence from the furniture store yet regarding their plan of action. Please advise if we are entitiled to request a refund or replacement since the sellar has breached the contract. We have purchased this item on finance, how would that affect our rights?

Many Thanks for your advise.
ConsumerRightsExpert Editor 27/03/2015 at 11:10 am
@Elvis. Get back in touch with the company. They should send someone to investigate to see whether the cause is faulty workmanship or equipment.
ELVIS 24/03/2015 at 11:31 pm
Hi got a company in to put in a new bathroom suite. Since then iv had numerous complaints regarding things that have not went well. Firs of all the mirror they put up fell of the wall as the wet wall behind it started to buckel. They did come and replace it. Then the fance plug that you turn to let the bath water out broke causing the fittings in the pipeline to break, wich caused tge water to flow right through my kitchen ceiling. I had to bore holes to let the water escape. They said it was a manufacturer fault. after many phone calls it did get repaired. Needless to say it has happened again less than a year since the last time. Water every where in my kitchen holes made again to let water escape. Where do i stand regarding this..
ConsumerRightsExpert Editor 19/03/2015 at 10:05 am
@rabbitlady. You've been put to a great deal of inconvenience and have had to live without the brand new sofa that you paid for (ie. you've had one of unsatisfactory quality). Have a figure in your mind as to what you would like to receive by way of compensation. You should not have had to wait this long for a repair and should really have been given a full refund or replacement by now.
rabbitlady 16/03/2015 at 9:07 pm
In November 2014 I purchased a leather sofa from a well known company. It was delivered on the 19th Decemberwith a large tear in the right arm. A service engineer visited on the 23ed December and offered a repair. The part didnt arrive until late Feb 2015 and this was the wrong arm. In between times there was no correspondence to update me. I said I felt that I should now be entitled to a new sofa and was told that wouldnt happen. A new arm was ordered. Still no correspondence on when new arm would arrive. I wrote a letter of complaint qoooooouoting The Sale of Goods Act 1979 and received a telephone call the next day! Since then I have had an e-mail notofying me of an aprroximate arrival date of mid-April. Am I entitled to compensation for an unreasonable length of time to repair? I did ask for this on the telephone and was asked for a ball point figure of what I wanted and when I asked him to make an offer he told me he was out of the office until this current week and would contact me again. I would appreciate your advice on this matter.
ConsumerRightsExpert Editor 03/03/2015 at 1:49 pm
@Chris. Yes it is their responsibility as the retailer. If the next attempt at repair is unsatisfactory demand a refund.
Chris 27/02/2015 at 2:32 pm
We bought a Leisure gas cooker from Curry's on 4/01/15 It was delivered 14/01/15 and fitted by their gas engineer.
On 5/02/15 the oven failed to light properly. We reported it and an engineer arrived to view the cooker on 13/02/15 and said he was informed to repair it. We weren't happy.. but had to agree. We had no main working oven.

On 26/05/15 (yesterday) it failed again! We have been to Curry's this morning and we again have to have an engineer to confirm it is not working properly.

This we have agreed to for next week 5/03/15. There is a very good chance that we will be offered a repair, we do not want to have it repaired, we want it replaced. Curry's insisted that it is not their responsibility, I think it is.
What are my rights please?
Thank you
Christine Hancock
ConsumerRightsExpert Editor 24/02/2015 at 10:46 am
@Em. The Sale of Goods Act says that goods must be of satisfactory quality and fit for purpose. This cabinet has split after 9 months and you'd expect a piece of furniture costing £300 to last longer than 9 months, so it was probably not of satisfactory quality when you purchased it. The warranty is irrelevant as your rights under the above act still stand. As more than six months have gone by you'll have to prove that the fault is not due to 'wear and tear' or damage caused by you. Photographs may suffice, but you may have to get an expert opinion (eg that of another trader in the same industry). You should expect a repair or partial refund
Em 21/02/2015 at 7:14 pm
I bought a solid oak tv unit from cfs approx 9 months ago,I have now noticed a few splits appearing in the wood on either side,I contacted cfs who have said the manufacturer said since it has been over 6 month the warranty is out and nothing can be done.surely this cannot be right.the unit cost me 300 pound.
ConsumerRightsExpert Editor 23/02/2015 at 2:34 pm
@Shah. Do you have correspondence relating to the purchase and subsequnet repair of the ring? An engagement ring would be expected to last a considerable time - so is not of satisfactory quality or fit for purpose under the Sale of Goods Act. You've had 3 years 'enjoyment' from the ring so would not get a replacement or full refund but you should be offered a partial refund. Send a letter to the jeweller with the information that you've given here (with dates if you have them) and ask for a partial refund which you can use towards an alternative ring.
Shah 20/02/2015 at 7:57 pm
My engagement ring has broken twice now and been repaired twice, I'm not happy with the repair jobs and I'm now noticing the same problem as what caused it to break the 2nd time. I no longer have a receipt for the ring. Where would I stand in regard to refund or replacement? Ring is 3 years old, comes from local family jewllers. I don't wear it often as scared of damaging it at work, it's looked after very well so the breakages have not been from wear and tear, the jewller himself told me he could see it was a well cared for ring, so it's surely just a badly made ring. Q
ConsumerRightsExpert Editor 23/02/2015 at 2:19 pm
@Jules. It's not fit for purpose or of satisfactory quality. Under the Sale of Goods Act 1979, the retailer can offer to carry out a repair, but it must be done in a reasonable time and without significant inconvenience. You've already been put to significant inconvenience and can request a partial refund (with deduction for the time you've 'enjoyed' the sofa already). If the seller won't accept the fault and is claiming it's 'wear and tear' then you may need to find a second (expert) opinion. You can do this by asking another trader, a trade association, or by consulting the manufacturer. Put your complaint in writing and include the 'expert' opinion, state that you will be referring it to Trading Standards if you do not receive a satisfactory response. If that fails then take all the correspondence to Trading Standards.
Jules 20/02/2015 at 4:44 pm
I brought a sofa online may 2014 which had a fault and repaired first week after that 2 more repairs and replaced cushions ! Now another problem . After 8 months I want a refund as not happy it's not wear and tear as just 2 people live here work full time ! What are my rights as they are being very difficult won't replace
ConsumerRightsExpert Editor 23/02/2015 at 10:15 am
@johnw. That's great news. Thanks for letting us know.
Johnw 19/02/2015 at 12:59 pm
Thank you for your reply,

There was a further development with the car,
they got in touch a couple days later and informed us that it needed a new engine, and today the car is now ready to be picked up, feeling better about it now, and looking forward to picking it up, and driving it
ConsumerRightsExpert Editor 13/02/2015 at 12:31 pm
@Johnw. They've given you a courtesy car so it's not so much of an inconvenience. There's no set time, just what you would consider to be "reasonable"
Johnw 10/02/2015 at 11:14 pm
I Leased a brand new Nissan Juke Acenta Premium 1.2 and signed up for it on 3rd Feb. 2015
picked it up on 5th Feb. 2015 and drove it home, about 3hours later I went to drive it and it would not start a contacted Nissan about 4 times and they was telling me what to try to start it, nothing worked , finally they told me to phone the RAC when the bloke arrived and tried to start it he couldn't he said he thought it was a timing problem ,and he would have to return the car the same evening back to the showroom
I had to phone them on Fri 06-02-2015 morning to find out what was happening with the car. they then offered me a courtesy car, which they did deliver the same day, I have phoned them, again 3 times to find out what is wrong with the car, and yesterday they said it is a technical fault, and they where waiting for some one to contact them to tell them what to do about it,
what I would like to know is how long, would be a reasonable time to wait for the car to be repaired, and/or if we could ask for a replacement
Can you advice Please
ConsumerRightsExpert Editor 27/01/2015 at 11:21 am
@darla. Not sure where you're located but here in the UK, it's the retailer who is responsible for handling queries on faults etc. One would expect a £3000 fridge to last longer than 18 months so it sounds as though it was not 'fit' for the purpose for which it was intended. You should go back to the retailer stating your rights under the Sale of Goods Act and insist on a repair or partial refund. You would not get the full refund as you've already had 18 months use out of it.
Darla 24/01/2015 at 3:48 pm
My husband &I purchased an LG refrigerator 18 months ago and it has suddenly stopped working, failing to freeze and refrigerate at proper temperature. We have lost the entire contents of this 33 cubic foot fridge....hundreds of dollars. As well, when Sears was called they simply stated we needed to contact lg.. lg's only advice was to unplug the refrigerator and plug it back in...nothing has changed...still not working. We have paid 3000.00 for this product...what rights do we have as consumers? With a one year warranty on parts & labour and a 10 year warranty on the compressor parts.
ConsumerRightsExpert Editor 22/01/2015 at 12:04 pm
@Shelly. They may be able to take them away for inspection to assess any compensation due, but if you have been offered compensation you should not have to give anything in return!
Shelly 20/01/2015 at 5:40 am
I went in to a shop and the soap powder leaked on my ugg boots they offered me compensation but he wants my boots and I did not buy them in there shop is this correct
ConsumerRightsExpert Editor 12/11/2014 at 10:38 am
@tricky. Sale of Goods Act 1979 states that you are legally entitled to a full refund if you have not yet 'accepted' the goods. Quote this act to the retailer - report to trading standards if they don't refund.
Tricky 10/11/2014 at 6:17 pm
Hi, great site - really helpful but wonder if you could clarify a technical point on being able to reject an item vs. accepting a repair? I bought two sofa recently from well know sofa store and one arrived damaged. I rejected it without it ever coming into the house and the delivery guys wrote on the delivery note that it was rejected. I have also rejected it over the phone and on email. However the company have repaired it and now want to deliver it. I don't want a repaired sofa - I want the new one I ordered.... Can I insist on a refund/replacement OR as they say, do I have to accept a repair? I paid using a credit card so was thinking of a section 75 claim to them as well but if I am legally not allowed to insist on a replacement/ refund I guess I have to just accept that? If I can definitely reject - which section of soga should I quote? Thanks
ConsumerRightsExpert Editor 22/10/2014 at 2:38 pm
@D. Did you sign anything to say you wanted to have the printer repaired? I don't think we have all the information needed to comment accurately, but if you didn't ask for a repair or examination you should not have to pay for one.
D 20/10/2014 at 8:02 pm
I called a computer/printer supply shop about an elderly lady's printer, which needed replacing with one exactly the same size. The assistant asked me to bring it in so he could check it (I had said we had replaced the printer cartridge, and it left terrible marks on every page). I took it in and he said he needed £30 as a deposit. I gave it to him and received a 'job sheet' - I reiterated I wanted to buy a new printer and asked if I'd get the £30 reduction at that point. He didn't answer but said he'd call me in 30 mins and I went home, to be called and told the printer was broken! I told him it wasn't, but left marks..He called back and said yes, its true it left marks and they don't have another printer they can sell me of that size. So I paid £30 to be told what we already knew. I feel very stupid and angry, and can't ask the elderly lady for £30 for nothing!
nickyb Editor 24/05/2014 at 1:13 pm
@EMZ I think that the benefit of buying off ebay and amazon is that you can leave negative feedback and also feedback your bad experience to them. I bought a phone off of ebay and it was dodgy. I gave feedback saying 'not as described'. They panicked like fools and got me a new phone and gave me half my money back. I am not a mad amazon user but I am sure that their processes must be similar. See how you get on and good luck.
Emz 24/05/2014 at 12:47 pm
I bought set of earphones of Amazon 3rd party called gizmofones in march this year around late April became faulty i contacted Amazon who contacted them and since then its been back and forth with no offer of refund or replacement of the item last message i had of gizmofones was 5 days ago saying we will get back to you asap haven't as yet. I'm far from happy with either of them.
Mark-A 30/03/2014 at 2:49 am
I bought myself a Set of Gaming Headphones, which are SUPPOSEDLY the BEST available on the 07-March-2014 & had to add a Firmware update to make them work better on my New games console, Ok fair enough I thought & downloaded the UPDATE from the Manufacturers OFFICIAL WEBSITE & very soon after I noticed a Whistling noise coming from the Headset which wasn't there before the Update! So I thought Ok fair enough I'll just reinstall the previous update, and we should be sorted! Huh, if ONLY it was that easy! So now I'm in the process of returning them to the Supplier (Who I have been a Loyal Customer with!). I'm going to use the NOT FIT FOR PURPOSE part of the Law as I now have a £200 ORNAMENT that is NO Use for the Purpose they were designed! The company I purchased from has a 4.88 out of 5 Customer rating so I'll b hoping that they are understanding & fair & give me a FULL REFUND as I can't use the Item! I'll post another Comment & let everyone know how it goes, but I'm praying I don't have a protracted Argument about it! Fingers crossed.
Frankie617 14/11/2013 at 10:33 am
My son dropped his ipad 4 and the screen had a small crack in 1 corner but was still perfectly useable. I still wanted it repairing so I took it to a local repair place I found on the internet and paid £100 to have the screen replaced. When I went back for the ipad a few hours later it was done. I took it home and unboxed it later that evening and the screen was peeling away from the ipad so I took it back the next day. They promised to redo it. I collected it again after a few hours and took it home. Took the ipad out of the box and it still had the same problem. So off I went to the store again (third time in a week) and asked for the manager. Asked for a refund so I could go elsewhere and was told in order to get a refund they wanted their screen back!!! So I asked for my original screen back and was told it had been binned!! Now the problem I have is......I went their with a fully working ipad and screen. Should I not leave there with the same minus the cracks??? Am I entitled to a full refund so I can go elsewhere and can I keep the screen to replace the one they had binned if they can't fix the new problem???
Jona 10/11/2013 at 10:32 pm
My partner took a goose and down feather, worth £65, to Morrisons for dry cleaning. When she attempted to collect the duvet staff admitted they had given it to another customer. The other customers duvet was still in the store presumably for my partner!! Staff only had a surname for the other customer and failed to recover my partners duvet.
When returning to the store my partner assumed she would receive an apology and the cost of her duvet. Not the case, as the manager wanted her to supply proof of purchase for the duvet, which was bought 2 years ago. He also suggested my partner should buy another duvet and return to the store with the receipt. My partner suggested he should drive to Dunelm and buy it himself!!
After all they lost her duvet, they are liable for the loss, they should pay her for the duvet and apologise and compensate her for the inconvenience.
Could you advise of our rights please
Thankyou
Jona
Cat 03/11/2013 at 11:05 am
My daughter bought a phone had it just under 6 months when had to take it back due to faults. The company sent it for repair. The repair company phoned to say the phone was irreparable due to parts missing off the motherboard. I am going to pick up the phone and see what they offer to do, but wondered were I stood if they don't want to replace or refund. The phone I think cost about £150. I have googled the phone many people have experience similar problems. Thank you.
billy 12/10/2013 at 7:04 am
Hi,
I purchased a shed approx. 3 years ago, since having it the roof have warped and is sagging approx. 4 inches, I've contacted the seller and he said he would fix it at my cost, I did not get a guarantee when I had the shed, do you think 3 years is a fair time for the defect, also would you please advise me what I can now do.
thank you
w bishop
Baggie 01/10/2013 at 6:29 pm
My daughter bought a necklace and pendant for me in may this year for Father's Day.However after 3 months wear the chain lost its colour and in fact left green marks on my neck.After numerous e mails to the company they are refusing to replace this item.I have explained to them that because it was a presant I do not have the receipt and I am unable to produce it.I have informed the company (Guess) that it is not fit for the purpose it was intended and they should honour the legal requirement.They still insist that I should produce the receipt ,after explaining I feel I am getting nowhere with there customer services .can you please advise me of my next course of action .trevor
Aprill 24/04/2013 at 11:55 pm
Their's a CONpany on amazon NAISSANCE, selling cooking oil for sweet alomond oil.

How I discovered this was today when I was looking into purchasing argon oil, I read a reveiw that said the product had been tested and it had been proven to be sunflower oil.

Prior to reading the reveiw i'd already had my concerns with the 500ml almond oil that I had purchased last year. I can remember smelling the oil and I knew that something wasn't quite right. I had a instinctive feeling on a subconsious level.

Taking the product at face value, I over looked what i'd picked up on at a subconsious level.

After reading the reveiw and feeling concerned for my wellfair I compared the smell of my almond oil with cooking oil in my cubard, theirs no diffirence!! For sure, it's sunflower oil beimg sold.
People are buying into a placebo effect.
I knew that I had reason to be concerned,
Mags 07/01/2013 at 8:11 am
I bought a microwave from Comet, the microwave has not worked correctly since the day I bought it . I contacted Panasonic who told me to take it to a Company recommended by them to fix the problem. The microwave was with them four weeks , we picked it up and its still not working,. It went back as instructed by Panasonic to the Company and its still not working. Panasonic seem reluctant to replace the faulty goods. This Microwave has not been used since the day I bought it and all Panasonic say is to take it back to the repair shop Recommended by them . This is quite a way from where I live and I am getting a little tired of going over to Bradford with it. The Microwave is now 4 Months old and still is not Working - help where do I go from here.
marianne 09/12/2012 at 11:07 am
hi there i bought a bush washing machine from argos 13 months ago and it has now stopped working. I put a load of washing on every two days as there is only me and my boyfriend in the house. The washing machine is not working now as it is not spinning the clothes so when the washing is finished they are dripping with water. This has only started happening yesterday. I did not take the extra warranty out which was at a cost of £85.00 as I didn't have the money at the time as didn't expect a washing machine from a good make like bush to completely break after one year. Can you please let me know if I am enetitled to get this sorted or if I have to face my loss and try get another one. I'm hoping that I wont need to buy another one as I don't earn a lot of money so having to buy a new washing machine every year is something that I could do without. Any help would be grateful
loopy lol 13/09/2012 at 12:11 pm
i
got a gift card from a family member and when i brought a pair of shoes and they just ripped easily
Lorraine 04/09/2012 at 11:27 pm
Hi my son purchased a Sony viao laptop from currys and also paid for a warranty and their in-store repair service know-how. He only had it a few months when he opened it to use it to find the screen cracked because there was a gap between the screen and the surrounding plastic. Currys sent it off for repair and all seemed well. Since then he has returned to uni and his laptop got a virus so he returned to his local currys with it only to be told they don't have anybody technical in that store and he will have to take it to p.c world 6miles away! He did so and explained to the staff there that he had a deadline to meet on his course work and the guy assured him he would get it returned to him asap.true to his word he rang my son the very next dayand said he'd rushed it through for him and that it was ready for collection.my son was really pleased with the customer service and embarked on his 12 mile round trip to collect it .only when he got it back to his room he found it still infected with viruses! Peeved off he took it to a guy at the local computer who told him they'd just done something with the malware system and firewall but not actually removed the viruses so to cut a long story short we're now on the 4th repair and he tells me it's playing up and needs to go in again where does he stand on getting a replacement product as if this isn't sorted by the start of term next week he could fail course work without his laptop please advise thanks Lorraine
shaz 04/09/2012 at 9:40 pm
I bought the car from Arnold Clark 2010 July just five months later is start all the problem and sofsolar I spend 6000 on it .my car is not that old its 08 Chrysler Sebring but recently his turbo gone I fix the turbo and turbo guy charge me 295 pound with one year guaranty 3 months later sane problem start I took ma motor near garage to ny house he took the turbo out and I took back to same guy who fix it then he charge me another 120 and goes it's not my fault bcuze it's lack of oil in engine so I paid him and bring the turbo back to mechanic he fit turbo back in and then he found out oil pump not working either I order new oil pump to Chrysler dealer and 5 days later I get the part .came back to mechanic again then he says it's not a right part .I already paid 200 pound to Chrysler dealer when I checked the receipt item was not returnable I phone them they said my car should got same part on witch they suppose to Gove me .I towed my car to my own mechanic he bought another oil pump and start the car but turbo nnoise still there .now I can't figure out what's gone on I have been off to work 3 weeks now loos lots a money and so pist of .I swear am planing to contact with trade standerd for it .tomorrow I gone down to my mechanic and then Chrysler dealer if they make any more fuss then I blow my gasket and straight phone to trade standerd .
andrea 21/07/2012 at 3:16 pm
I purchased a brand new motorbike from a bike shop. Within less than a week the seat came off, a bolt off the exhaust bracket fell off ( whilst riding). Also the throttle cable came lose again ( whilst riding).
The bike shop collected my bike and want me to have it back when they have rectified the faults. I have told them I want a re-fund. I have also been told they have to speak with managing director of the shop and it isnt as simple as that.
What are my rights???




Thanks
Andrea
pj 11/07/2012 at 11:15 am
My car was running perfect till the turbo went.I had my Vauxhall Zafira Turbo replaced at Halfords garage Berkshire one and half year ago, I was told it was a NEW vauxhall part and charged £950. thereafter I had everything going wrong, I took it back 3 days later and Halfords said they will have to replace the other part of the turbo, Im now confused to why this was not done before hand. This cost a furthur £200.00. The car still played up so again I took it back and they kept the car and said the turbo had destroyed the flywheel, clutch and gearbox..I thought the gearbox and clutch was smooth running.. I know nothing about cars and I put my trust in the machanics. I was charged just under £2000.00. Again the car was still running rough. I took it back, my car is is now running very bad including intermittent revving, engine literally jumping when its revving itself. I was told to leave the car with them. On and off for weeks then sometimes them having the caar for a month but coming back to me throughout all this time saying they dont know whats wrong with the car. Nothing was done and after a year of taking it in and out I gave up on them as they appeared to not want to help.
The Turbo has broke now,My machanic said and showed me the turbo that Halfords had fitted,it was a RECONDITIONED TURBO. I called Halfords Head quarters, a manager kindly said he will get Halfords to pick my car.The NEW Turbo was put in but I was told I will not get warrenty at all. I drove away 8miles and turbo gone, Halfords have my car again!! I need warrenty isnt it staturary?
Suey 03/07/2012 at 10:42 pm
Purchased a handbag from John Lewis,Stratford 22/10/11 and finally hoped to use if for my Italian holiday, it was still packaged up with the price attached. It was still under guarantee, and I noticed screws were missing from the handles attached to the bag and some were also loose. I did not know whether to inform John Lewis or the manufacturer. I thought the manufacturer might be best and sent it back at a cost of £7.50 to ensure safe arrival, the bag cost £139.00. They have not offered my postage back and sent some pages of available bags, none of which are suitable. They also suggested I could go to a large store (none of which are around Here) and could choose one of the same price. I was asked to to contact the manufacturer or store within 8 weeks, and told that otherwise they may have to return the item unrepaired! They did say they could NOT repair the bag as the parts were unavailable.
Surely they could offer me my money back as they were at fault and there is nothing to replace it
Peter french 02/07/2012 at 9:42 am
I purchased a second hand Rolex watch from a shop on line for over £2600 and had to send it back to the shop after a couple of months as the watch face fell apart,the shop repaired and returned it to me,now after owning the watch for 7 months it has stopped altogether and the shop are demanding payment as it needed a service and have told me the warranty was only for 3 months,do I have any grounds not to pay this bill?.

Your advise would be appreciated.

regards
Peter
Mazza 24/06/2012 at 2:33 pm
I bought a dress from beales store in bishop Auckland a couple of weeks ago. I tried the dress on briefly and it fit perfect so I did not keep the receipt. However, I wore the dress for a function last night and could have cried with a pain, a small sharp piece of metal was sticking out of the top and kept scratching me. I had to put a plaster on myself so as to stop been injured. I returned the dress to the shop today, the assistant was very helpful and phoned upstairs for the manager to come and look at the dress, he was reluctant to come downstairs but after persuasion from the assistant he eventually did so. He was not interested at all as I did not have my receipt. He did not even ask if I was ok. What are my rights?
cos 21/06/2012 at 9:34 pm
I had a watch repair which is only in it first month of a 6 month waranty.
It was at the second attempt after having a battery put in, had time movement replaced. First attempt this did not work took it back, 2nd attempt was told nothing was wrong, now I am demanding a refund after it was taken to suppliers and keeps stopping. THey won't acknowledge this. I am demanding a refund
ray 07/06/2012 at 6:22 pm
I purchased 3 phones online that was advertisted as free if you bought a £10 top up.I put in my details and the money was that from my account and was given a ref number to track it on line

I have now recieved an email saying it was a mistake and as a good will gesture they will only send 1 phone and refund me the other money,how do I stand?

My son also purchased 1 using his own card but my email,is he entitled to his?

Thank you for your help
hay 05/06/2012 at 5:18 pm
Hi, I brought an I phone 3gs 6 months and 3 days ago and its faulty. I was only given two months warranty, I've been back to the shop,a couple of times within the first couple of months and was told to come back as the person I needed to speak to wasn't there. I went back today and was told there's nothing they can do as its out of warranty. I have also spoken to aPple and they said it hasn't got the correct software so try and download from the apple website which I cannot do. The shop also refused to update the software unless I paid ten pounds.can you please advise on what I should do.
M 31/05/2012 at 2:01 pm
I bought a remote controlled gas fire and surround from a shop. They installed it in the week before Christmas 2010, so in effect it is 1yr 5 months old. It has been very little used, in all probability only about 7/8 times. Two weeks ago on a chilly evening rather than switching the central heating on decided to light fire. Approx half hour later tried to turn fire off but couldn't. Tried everything in the manual but could not turn it off. The retailer now wants to charge in excess of £150 to fit a replace the control panel. Is this right. The fire and surround with installation cost over £2000
Chris 31/05/2012 at 9:17 am
I would like to know , if you purchase faulty goods and have to return it back to the store should you not be compensated for the extra money you have had to pay out for having to return the goods.

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