Is the Shop or Manufacturer Responsible for Faulty Goods?

Originally written by Sarah Clark, updated by the editorial team on 7th June 2026

Your contract is with the shop, not the manufacturer

When you buy something from a shop, your legal contract is with the retailer. This is true even if the product has a manufacturer's warranty. Since your transaction is with the retailer, they are responsible for resolving issues with faulty goods.

Many retailers will try to redirect you to the manufacturer when problems arise. They might tell you the warranty means it is the manufacturer's job to sort things out. This is not correct. A manufacturer's warranty is an extra benefit on top of your legal rights. It does not replace your rights against the retailer or let the shop off the hook.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they fall short of these standards, you have a claim against the business that sold them to you.

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What you can ask for when goods are faulty

Your legal rights when goods turn out to be faulty can vary depending on several factors, including how long ago you made the purchase and when the fault appeared.

Within the first 30 days, you can usually reject the goods and get a full refund if they are faulty.
After 30 days but within six months, the retailer must be given one chance to repair or replace the item. If that fails, you can then ask for a refund. The refund may be reduced to account for the use you have had from the product, depending on the circumstances.
After six months, you can still make a claim, but you may need to show that the fault was present or developing when you bought the item. This can sometimes require expert evidence.

Note that these rights apply to goods bought from businesses. If you buy from a private seller or at a second hand shop, your rights may be more limited.

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

Dealing with a retailer who refuses to help

Some shops will insist the manufacturer should handle the complaint. If this happens, remind them in writing that your contract is with them, not the manufacturer, and that the Consumer Rights Act 2015 applies to your purchase. Keep your receipt and any correspondence as evidence.

It's advisable to put your complaint in writing, whether by email or letter, to ensure there is a clear record of your concerns. Be specific about what has gone wrong and what you want them to do about it. Give the retailer a reasonable deadline to respond, usually 14 days.

If they still refuse to help, you have several options. You could contact the retailer's head office or customer services team, particularly if you bought from a branch of a larger chain. You might also use an alternative dispute resolution scheme if the retailer is a member of one. Many trade associations run these, such as the Furniture Ombudsman or the Motor Ombudsman.

You can report the issue to Citizens Advice, who can pass information to Trading Standards if there is a pattern of poor practice.

If other routes do not work, consider making a claim through the small claims court. For most consumer disputes, this is straightforward and does not usually require a solicitor. Court fees depend on the value of your claim. Check GOV.UK for current fee levels.

If you paid by credit card for an item costing over £100, you may also have a claim against your card provider under Section 75 of the Consumer Credit Act 1974. Debit card payments may be covered by chargeback, though this is not a legal right and depends on your bank's policies.

When the manufacturer's warranty might help

A manufacturer's warranty can still be useful. It may offer benefits beyond your legal rights, such as free repairs for longer than six months or coverage for accidental damage. Some manufacturers will collect and return goods at no cost to you.

You can choose to use the warranty if it is quicker or more convenient, but this does not affect your legal rights against the retailer. If the manufacturer cannot resolve the problem, you can still go back to the shop and make a claim under the Consumer Rights Act 2015.

Keep records of any contact with both the retailer and the manufacturer. If a dispute ends up in court, clear evidence of what was said and when will strengthen your position.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Faulty Goods Rights Checker lets you find out your legal rights on a faulty product in less than a minute. Try it now →

164 questions

Ask Consumer Rights Expert a Question

Marlene 19/11/2020 at 2:28 pm

I bought a Shark vac from argos at the end of Feb, I vacuum once a week. By the end of March i noticed the the brush would randomly stop rotating. Due to Covid all shops were closed but i eventually managed to talk to the branch and their customer services advisor between the end of March and 16 April, they told me i would need to wait until the shops reopened to return it so i persevered and continued to use it once a week and sometimes it worked ok so I decided to wait after lockdown ended in the hope it would rectify itself. Big mistake! It's still happens and now also randomly makes strange loud sucking type noises, and the front roller has fallen out twice, 2nd time was yesterday. Considering I only ever need to vacuum once a week, its hardly been over used. It was clearly faulty from the start and had it not been for lockdown I would have returned it at the end of March. I've had enough now, it's been nothing but trouble from the start. I want a refund. I had my last Oreck Vacuum over 20 years without any problems. As I've had this one for 9 months can i insist that Argos refund me? Am I covered by the Consumer Rights Act ? I don't want a replacement and I definitely don't want it repaired. Any advice?

Cozza 29/10/2020 at 1:42 pm

Hi I brought a gas cooker from currys online .its developed a leak in the oven .I brought it just under 6 months ago . Currys says nothing to do with them logic says complain to currys .I was given a date to repair it today that was 1 and half weeks ago I ran and said I had hospital appointment on the day in the morning .they said if I didn't have that day il would have to wait another 2 weeks .
Engineer rang this morning just as I was at my hospital appointment .I said il be back after 12pm he said OK il call after 12 .12.01pm he rang he was outside my home .I said sorry but the bus is late .he said he can hang on for 10 min if I'm not back I will have to call hid office to make new appointment .
I did now its for another weeks time .so now that will be nearly 4 weeks with out any working cooker .what are my rights

Lisa Shorney 27/07/2020 at 3:19 pm

I bought a cantilever parasol in April 2020 never worked particularly well but it went up and did the job. However the parasol unfortunately does now not stay up at all. When I contacted the company they said it was probably because I left it up in string winds. I would not do this because of the size and how dangerous it would be I have young children. It comes with a one year warranty but have no paperwork to say this. Where do I stand

John 13/07/2020 at 5:23 pm

I bought an angle grinder with a 2 year guarantee in April 2019. I've had no need of it until recently, it worked perfectly the first time but the next-day it started but stopped working after a couple of minutes. l took it back to the retailer (Argos ) who said I would have to return it to the manufacturer. On contacting them I received a recorded message saying "for all warranty issues return to the retailer". Where do I stand please.

Caos1969 12/06/2020 at 4:05 pm

I bought a tap with a 10 year guarantee from an online retailer, now 2 years later the tap is broken and cant be repaired.. I have contacted the retailer and they state due to the supplier being liquidated that the guarantee is now invalid.. is this right?

Halfpint 08/05/2020 at 4:11 pm

I bought a mobility scooter, 1st one I had 5days, and motor stopped working, great got it replaced after 10 days, so my 2nd scooter, I've had 3 days, and went out yesterday, and tried to park on a slight gradient path, and the parking brake, isn't working as it should.. e.g. It still rolled backwards, so now bank Holiday, have to wait till monday. They'll give me a refund, but expect me to get my own logistics and pay to send it back to them. Help please.

Mitch 09/03/2020 at 11:28 am

I brought flooring for my whole house from United carpets and the laminate flooring is chipping. It's only been down 9 months both the shop and the manufacturer are saying is isn't covered by the warranty. Advice would be great thanx

Dawnlc 04/03/2020 at 12:31 pm

Hi I went on an arm knitting course knitted a blanket brought it home and it has stained my sofa.
The dye from the blanket has bled I’ve sponged it off but I’m now worried about putting it back in case it does it again.
I’ve been in touch with the lady whom taught me to knit and she said I need to tell her what I want.
She’s been quite difficult and rude so I don’t not sure what to do.
I sent her photos of the stains and the blanket and now she wants to come and see for her self.
What do I do
Thanks

Danielle Byrnes 05/12/2019 at 7:59 pm

I bought some floor tiles from a chain store and they are fake marble style. There are instructions on the box ‘ to open a few boxes and line up to create a pleasing blend’ there arrows on the tiles as well. The tiler said they don’t line up and he couldn’t make an pleasing blend’ and the tiles are dodgy/faulty. The shop don’t agree and think you can just lay them randomly ( we tried and it looks ridiculous, and why have instructions on the box?) I want a replacement for them all am I entitled to this?

Kate 21/11/2019 at 9:37 pm

Hi I have a LG American style smart fridge freezer it’s 9 months old and already part of the external control panel has started to peel off. I called LG and they basically said it’s not their fault and I must have caused the damage. I have certainly not caused the damage and am insisted that they suggested I have. I know that this may be seen as minor however I did not expect a £3700 appliance to fall apart. Is there anything that can be done. Thank you

MW13 23/07/2019 at 1:36 pm

I bought a new stethoscope with a 5 year warranty in 2016. There is a now a problem with it and I contacted the manufacturer who, after checking the serial number, stated it was made in 2012 and now (in 2019) the warranty has expired. I have contacted the vendor I bought the item from but I have had no luck in resolving the issue. Do I have a leg to stand on (bearing in mind that the 5 year warranty was one of the advertised selling points)?

Lauren 08/06/2019 at 9:09 pm

We had the whole house carpeted feb 2018, within 6 months it stared to shows real wear its matted and clumping in places that barely get walked on, it went from looking amazing to horrific in less than a year, the wholesaler sent someone out to look, he was here for 5 mins looked at one area of a room. He’s since written a report to say it’s been over worn and lack of cleaning. It wasn’t even 6 months old when it’s faults started to show! My home is immaculate so I have taken his report quite personally.
Where do I stand to take things further as it cost me thousands and I don’t feel I should have to pay to replace it,
I must add since we raised the issues they discontinued our carpet which apparently has a 10yr warranty

Winky 25/04/2019 at 2:01 pm

Purchased a carpet from carpetright in Oct 2017 had a 25 year guarantee was £45 a meter cost over £1500 pounds for our lounge its now the pile is coming out in strands had a rep out from carpetright said they would have to contact suppliers should they replace or not please

Martin 28/03/2019 at 11:46 am

I bought a solar power system in December 2015, the supplier I used has ceased trading and now the power inverter has stopped working. looking at the documentation there is a 5 year warranty from the manufacturer so it is still covered. However they claim this is invalid as the supplier stopped paying their bills and still owe them money, they referred me to an insurance scheme used by solar power installers but when I contacted them they told me I had no policy as the suppliers stopped paying premiums at least 12 months before they sold me my system. Where can I go to try and get some compensation as in order to keep producing power I need to purchase a new inverter as nobody is currently willing to admit any liability for the job.

Yorkshiregoth 26/03/2019 at 10:51 am

Bought macbook pro from littlewoods. Within 3 days it stopped working. They told me to go to apple store for replacement and apple are saying to get replacement from littlewoods. Paid over £2000 and getting fobbed off . Who is responsible for replacement?

Grumpy 11/02/2019 at 3:46 pm

Bought a tv from Tesco on 15 / 12 /18 it has now broken no picture Tesco has told we to ring there help line rang the help line was told it would 48 hrs as their in box was full not good enough

Nic 05/02/2019 at 2:14 pm

Our front door is falling apart and was only fitted just over 5 years ago. As far as we are aware the warranty is 10 years. My installer is basically he can't do anything as the 3rs party he bought the door from are no longer trading and that we need to contact the the manufacturer. The manufacturer is telling that the installer needs to contact them. I'm stuck, who is responsible?

Sd36 09/12/2018 at 3:33 pm

Bought a brand new htc 10 phone on ebay from a commercial seller with and ebay shop not a private seller. Phone is now malfuctioning with a software issue. Is the seller liable or should i contact manufaturer. Bought in may 2018.

Kat 21/11/2018 at 12:30 pm

I bought a suite after 6months it was faulty the shop let me pick another one I paid £200 to get one with better leather it arrived and after 3 weeks it looked years old I contacted the shop who said they will not return my money as it was a re selection they will let me select another one can I insist to get my cash back the manufacturer repair team are coming out to inspect my suite wat can I do thanks

Ree 28/10/2018 at 6:51 am

Hi I have a Samsung washing machine it’s t year old and has 3 years manufactured warranty I loaded the machine like I usually do but half through the cycle the rubber seal got damaged letting out smoke I thought the house was going to be on flames
I Samsung sent an engineer the report got back saying I misuse the product by something getting caught in the door and water had got to the motor of the machine

I challenge the situation and said if there was clothes trapped in the washing machine door then this machine has a locking that it won’t allow me to press start button because it’s telling me the door isn’t closed properly

Samsung are not taking responsibility can you help please

Samwat367 03/10/2018 at 6:14 am

Hi, I purchased a summerhouse in May from Argos. The quality was awful and the doors have never fitted properly. Since the weather has changed its now developed a leak which is so bad that all the furniture is piled in a corner and the floor feels really weak. I've contacted Argos and sent photos they offered £60 to repair. This is not acceptable as that's not going to sort out the roof. They have also offered a replacement, which means I need to pay again for someone to dismantle and erect. Argos will pay for it to be returned. I've then suggest that as this is a greater cost and inconvenience to myself why they weren't prepared to offer a more realistic discount to repair the original summerhouse? Their response now is they'll get manufacturer to contact me direct. Is this correct? Can anyone help please?

Wannadoo 15/09/2018 at 3:00 pm

Question: I bought some garden furniture from a shop less than a year ago and it has a warranty. The retailer said they would repair it which I'm happy with. The shop is quite a distance from us so I will have to send it by courier. Do I have to pay to send it there and get it returned? I don't mind paying for the postage but the insurance makes it really expensive. If they refund me the postage, will they have to refund my insurance cost as well?

ConsumerRightsExpert Editor 23/07/2018 at 12:45 pm

Read the terms of the guarantee to find out who is repsonsible under the terms of the guarantee itself. As far as your consumer rights go as it's over 6 months since purchase, it's up to you to prove that the product was faulty at the time of purchase. You would likely need an expert report to prove this. If you can prove it, the retailer is responsible but can also make a deduction from any refund for fair use after the first 6 months of ownership if an attempt at a repair or replacement is unsuccessful.

You have up to six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland, and five years in Scotland.

Ces 19/07/2018 at 8:20 pm

My parents bought a Samsung freezer from Curries that still has four days left on the 12 month guarantee. It also has a 5 year guarantee with the manufacturers.
The top half of the freezer has stopped working and so has the digital display on the front of the door which shows the temperature, fast freeze etc. Curries told me to contact Samsung directly as they are not obliged to do anything. After contacting Samsung, an engineer has been arranged for 5 days time (earliest available appointment). This of course means that the entire contents of the freezer will not be fit for consumption.
Do Curries not have an obligation to replace an item if it’s within the 12 month guarantee. It was an expensive product at £750.00 and if it’s stopped working, surely it’s considered as not fit for purpose. Curries delivered it & installed it & it has never been moved since as my parents are pensioners. Also, it is self cleaning & therefore doesn’t need to be defrosted etc? Are you able to advise me further please.
Many thanks

ConsumerRightsExpert Editor 26/06/2018 at 12:19 pm

If you want to use consumer legislation:
After 6 months, it's up to you to prove the item was a faulty/not fit for purpose when you purchased it (an independent expert might be able to help)
If you want to use the manufacturer's guarantee, of course check the guarantee for details of whom to contact.

Nezzie 25/06/2018 at 8:43 am

Hi. I bought a portable jam heavy metal speaker from Currys just short of 7 months ago. I paid £64.99 (sale price)and it comes with a 2 year limited manufactureres warranty. It's been used no more than 10 times and it's just stopped working. I dont know if it's the powering on or actually the charging port thats faulty. Several chargers have been used to confirm they aren't the problem. Do i contact Currys with this or the manufacturer please? If its the manufacturer they say I post it to them at my expense. Is it right that it's at my expense even though the item is faulty?
Thanks in advance

Littlelegs 06/06/2018 at 9:51 pm

I brought an LG tv 5/12/15, so two an half yrs for a tv that cost £400 ... I keep being fobbed off by L G and the company Huges Electical who I brought it off through Tesco direct ... The main board had gone and the manufacturer guarante is only 12 mts ... Please could some one tell me if I have a leg to stand on ... Thank you

Rocky P 12/04/2018 at 11:29 am

I purchased an expensive dining set with chairs and parasol from a Wyevale garden centre last June (2017). Due to being a single guy, and being away from home most of last summer (as well as the non existent British summer!) I didn't use the parasol in 2017 at all. The table also has 9 ceramic slats on it. I stored the table, slats and chairs in my garage for the entire winter period from late November through to early March.
In mid March, I put the slats on the table and covered the table with one of Wyevale's durable outdoor table covers to protect it from the rain (although being aluminium it is guaranteed to be weatherproof anyway). Imagine my upset when I came out the other day to try out the parasol for the first time and found that one of the "arms" was forced behind another meaning the parasol will go up but won't stay steady in place and is unuseable...and to top that off, three of the slats were broken, which has basically rendered my entire dining set unuseable. I contacted Wyevale, who then contacted Hartmann under their product warranty, and my claim was rejected as they suggested I had misused the dining set and left the parasol out in the wind...aside from the fact I've always taken a parasol into my garage or shed when not in use for the last 15 years, I would like to know where I stand in terms of forcing Wyevale (seller) and/or Hartmann (manufacturer) to replace both the 3 broken slats (33%) and the faulty parasol? While I am aware of the 6 month rule beyond which time a consumer needs to be prove the items were faulty from the time of purchase (ie. manufactured faulty), surely it is also the seller and/or manufacturer's responsibility to prove beyond reasonable doubt that I have misused the dining set (which I absolutely have not) and it is impossible for them to do so, so surely my right to expect an outdoor dining set to remain in fully useable condition for at least 2-3 years, and definitely for under 1 year is reasonable, and therefore my claim must be accepted under warranty in full...all advice and feedback welcome as I know it's a grey area, but it feels like consumers still need more protection as retailers clearly bank on the fact that most consumers will not be as knowledgeable about commercial law as I am...

Lexinlola 07/04/2018 at 4:09 pm

Bought a laptop from Argos 25/10/2017 few days ago stopped working just has black screen and can see curso but won’t work or turn off etc. Tried to ring Argos was told to go Instore went In store and had an awful experience been told all they would do is send way for repair takes 14days , I explain my consumer rights and asked that it be replaced not repaired as was a gift for child and it’s half term also don’t want a item less than moths old to be mended and taken apart . Was then told they have their own policy regarding returning faulty items and they don’t have too adhere to the sales act etc and I was wrong in my facts . Please help very unhappy customer atm

Clobs 24/03/2018 at 2:18 pm

Bought a lsptop for my don who is autistic 22feb on 22nd march from john lewis he said the mouse was stuck i called john lewis and they said as it was 29days old they would pick it up and replace with a new one st the same time but after arraging this ive discover a tiny scrach were my son has tried to unstick mouse lift the mouse with somthing ?? as this will be a strait swap should i be worrid

Snookums 24/02/2018 at 9:29 am

I bought Hoover washing machine from Argos 6 weeks ago and have experienced problems. I contacted Argos who told me to contact Hoover. On contacting them they said an engineer would be sent out but if the fault was mine I would be charged and persuaded me to take put an extended warranty. An engineer came out put a new motherboard in to rectify an E2 failing on machine but could find nothing wrong. On doing first wash afterwards it started making the noise again. After reading another person's posting I am annoyed as obviously Argos should have dealt with it. Now that I've taken extended warranty I presume I now need to deal with Domestic and General even though the machine is faulty - is this correct? Sorry for ling ramble - I am furious.

Ju 02/02/2018 at 2:03 pm

I bought a tefal iron and after 12 months it actually set on fire at the top and burst in to flames.I quickly unplugged it and the iron continused burning.I put it face down on the tiled bathroom floor and threw a damp towel over it.the flames went out but my home filled with black smoke and all surfaces had a sheet of dust on them.tefal have said they will send courtier to take the iron for inspectin but have not offered a replace mentioned. What are my rights?

dickson47 16/01/2018 at 5:49 pm

I bought a Russell Hobbs vacuum from Morrisons around 4 months ago and it has stopped working completely, no suction, no movement to the underneath, nothing, I tried to return back to Morrisons with receipt as I had kept it and explained the fault, they told me as my item is past the 30 day returns date I had to contact the manufacturer, upon emailing Russell Hobbs they explained that I had to return to retailer, I have a free 1 year warranty with this vacuum aswell as it had come with the purchase but who is responsible for replacing or refunding me for this item, the manufacturer or original place of purchase?

cupcake 08/12/2017 at 2:24 pm

have had a mattress replaced within the 5 years of the guarantee.It was 2 years old and had split. The new mattress is not the same it is rock hard has hurt my back and i had bought a soft spec mattress on purpose.After all not sizes fit all which is why there are so many options when it comes to something so important. I cannot use it and the company are dragging their feet at the moment.My main question is surley this should have been replaced with the same spec as the original. I understand the actual original is out of production,maybe there was an issue with them. Even so you do not replace an item that is so different. Comments welcomed

kolin 08/12/2017 at 9:37 am

Brought laptop from currys which has a one year garantee, it's now 11 months old and has developed a fault who is responsible for its repair,

Polly 06/12/2017 at 7:27 pm

I bought a gas fire from a retailer who organised the installer and the gas fitter. We thought we could smell gas so the gas fitter came round twice but couldn't find a leak. We then called national grid who found a leak straight away. When I emailed the retailer she said she is only the supplier and I would have to report the gas fitter. We were in a gas filled room for 4 weeks and I am so disappointed with her response I'd like to sue her. We could have died. What are my rights. I think she's responsible as she organised the gas fitter.

ConsumerRightsExpert Editor 03/11/2017 at 2:19 pm

We hope you manage to sort this out, Tesco of all companies, should be familiar with the new Consumer Rights legislation.Their terms and conditions are actually correct and state the following:
"In relation to electronics or mobile phones, please contact the relevant helpline below. If we are unable to resolve the issue over the phone, we would be pleased to offer you the following:
Within 30 days of receipt of the goods: Your choice of a repair, replacement or refund.
From 30 days after receipt of the goods until 12 months: We will arrange for a repair or replacement of the goods. If that’s not possible, we’ll offer you a refund.
For electrical items, we reserve the right to send out an engineer or technician to inspect the goods to confirm the fault before accepting the return."

Marsh 02/11/2017 at 10:35 pm

Thanks for the advice I am having the same problem with Tesco . Told me that the television is not covered by guarantee and that it has accidental damage.

ConsumerRightsExpert Editor 09/10/2017 at 2:58 pm

They are. If it is within 6 mothns of purchase, it is up to the retailer to prove that fault wasn't there at the time of purchase etc. Refer Tesco to the Consumer Rights Act 2015 which in essence states that "If a fault is discovered within the first 6 months from delivery, it is presumed to have been there from the time of delivery. It is for the retailer to prove that this was not the case. You do not have to prove that it was."

bobble 08/10/2017 at 7:39 pm

We bought a television from Tesco direct it was fine for about 3 weeks and then one day when it was switched on there was an area of the screen which was just black.
On phoning Tesco they asked for a photograph of the screen and after a couple of days they decided that the screen had been accidentally damaged.
We offered to take the television to a Tesco extra for a visual assessment but Tesco would not accept this.
We informed Tesco of our rights according to the Consumer Rights Act 2015 but they will not budge.
They have suggested that we take the television to an accredited repair agent but we believe that they are in breach of the Act.

ConsumerRightsExpert Editor 08/09/2017 at 1:47 pm

The shop from where you purchased the rifle is responsible for resolving this with you.

Silv 07/09/2017 at 8:38 pm

Brought a new air rifle a couple days ago with a scope and on setting up the rifle ifound the scope tube was bent is it the manufacturers responsibility the uk import agents or the shop which i brought it from
Thanks

JACKIE06 23/08/2017 at 12:49 pm

Hi I bought a Zanussi fan oven with a built in cleaning function as part of my new kitchen fit from Wickes. I have had the oven 4 weeks and used the self cleaning function for the 2nd time at the weekend. After around half hour into the cycle I heard a loud bang, the 3 inner panes of glass inside oven door had exploded! I am now without an oven until engineer comes out next week, and Domestic and General are talking about replacing glass only, not providing a new oven for something still under manufacturer warranty! I have complained to Wickes who are in touch with their head office and Zanussi head office pushing for a new oven! What are my rights am I entitled to a replacement oven or repair to what may be a dangerous oven, please advise? ??

ConsumerRightsExpert Editor 09/08/2017 at 2:01 pm

The retailer is responsible for faulty goods, but how long is it since you purchased? You rights after 6 months are slightly reduced as the onus is on you to prove the item was faulty when you purchased it. We note from their website that Ideal World don't clearly say that you are entitled to a full refund of faulty goods within 30 days of purchase (they simply suggest a replacement will be sent and refund will made if no replacement is available) which is incorrect.

Ray 08/08/2017 at 8:25 am

Bought plant bulbs and plant pot set online from Ideal World. Only 1 plant of 10 bulbs flowering and some bulbs not even growing. Planted similar garden centre bulbs in my own pot at the same time with same compost and all plants have grown and flowering. Sent picture of two pots to Ideal World but their response is to contact their supplier for redress as they were sent direct from supplier. Is this correct?

Geoff 18/07/2017 at 10:15 am

Ordered chairs from a company in Sept 2017 who ,Unknown to us ,were in financial trouble. We could not reach them by phone or email. We had paid a £2000 deposit with £2000 on delivery. They appeared on Watchdog and were clearly going to go into liquidation (which they did). We wrote off £2000 as paid by cheque (they said credit cards could not be used)

In December 2017 received a call from the manufacturer of the chairs saying they had reached an arrangement with Trading Standards to supply the chairs if we paid them on receipt.Dubious but company appeared to have a good reputation so went ahead. Chairs not delivered on due date. Tried to cancel but got a sob story. Agreed a new date,chairs delivered and payment made of £2000. Within 2 weeks the chairs developed problems in the seats. They advised we were not sitting on them correctly. We advised that we wanted a refund under the Consumer Act. They advised that they weren't the retailer and weren't liable. We advised that they had become the retailer by taking the £2000. They insisted that liability was with the original company and they would repair the chairs which they admitted were faulty . We refused and insisted we wanted a refund. Basically an impasse was reached

Knh316 16/07/2017 at 6:20 pm

Bought a Sekonda watch in the Duty Free shop at Cardiff airport on 30th May. Didn't wear it on holiday. Took it out of the box when arrived home but found the catch was faulty. Sometimes it closed securely, sometimes it felt it had closed but actually hadn't. Sent it to Nuance who run the shop on 11th June for either replacement or refund. Been told this could take 6 weeks! What are my rights?

gcarlin1 11/07/2017 at 10:04 am

Hi. I bought an Xbox elite Controller 5 months ago. The top left bumper button has become loose, making it difficult to use, and likely to fall off. I contacted Argos where I purchased it and they insisted I contact the Microsoft, the manufacturer, instead.

What are my options?

ConsumerRightsExpert Editor 06/07/2017 at 9:38 am

If you want to claim under the warranty, take a look at the terms and conditions; there will be details about who to contact (it's more likely to be the manufacturer). If you want to claim under your consumer rights (because you expected it to last longer), then as it is more than 6 months since you purchased the product, you must prove that the product was faulty at the time of purchase. You may need an expert report to prove this.

Papas1982 03/07/2017 at 9:21 pm

Hi,

I bought a golf trolley 11 months ago. It's got a two year warranty and has broken this afternoon. Do I chase the retailer or the manufacturer?

ConsumerRightsExpert Editor 27/06/2017 at 10:19 am

If they are willing to offer you the one you one as a replacement, we suggest that is good solution?

Mz7 24/06/2017 at 9:30 am

I purchase an electric towel rail (around February/March time this year)
Had it fitted by a qualified electrician in May as I moved into a new house.

The rail over heated and melted the plastic supports that hold it to the wall and hold the rail in position-these supports are secured to the wall, go through the rungs in each corner and then have a cap to hold in place-all plastic.
This alone makes no sense that they are plastic!

I do not want a replacement as there is no way I am risking a fire as the rail was so hot I couldn't actually touch it even after just 10 minutes of it being on.

Also I cannot take that risk by having the same plastic supported rail-the company say all rails have plastic supports but I did agree as I have found one where the supports do not go through the rungs to support it.

Where do I stand with this?

ConsumerRightsExpert Editor 21/06/2017 at 12:36 pm

No, it's the retailer's responsibility. They have a duty to repair or replace faulty items within 30 days and 6 months of purchase. If they don't deliver to France, you will have to accept a delivery of the replaced or repaired item to the original address (your friend in the UK). You friend could then send it on to you, if she was willing (you'd reimburse her for any cost of course).

Angie 64 19/06/2017 at 10:15 pm

I bought a hoptpoint washing machine from currys 28.11.16. The door won't connect to the memory board to confirm the door has locked. I contacted hoptpoint 21.05.17 They didn't have a engineer available until 25.06.17 when he came he confirmed this was the problem. He ordered the part from my home. I've contacted them a few times since then and they have told me that once it has come in the engineer will be in touch. It will be month on Wednesday and I'm still waiting.
It is still covered by the warranty. I have to take my washing to my sister's get it done. What can I do?

Markus 19/06/2017 at 4:15 pm

I bought a jacket on line in the UK. As they stated that they do not deliver to France where I live I had it sent to a friend in the UK. Unfortunately, it started to fall apart. I contacted the manufacturer and explained the problem that I needed a replacement along with photographs and details of purchase which was only 3 months ago, explained the problem about where I live and could they send a replacement to France as the on-line shop won't deliver to France and there reply was you must deal with the on-line shop. Sent a email to the manufacturers MD
who has little interest in helping me. I am not going back to the UK for some time, please could you advise if the manufacturer has any responsibility?

but go there occasionally and pick up any goods I have previously ordered.

ConsumerRightsExpert Editor 15/06/2017 at 12:19 pm

If a fault is discovered within the first 6 months from delivery, it is presumed to have been there from the time of delivery. You can choose for the retailer to either repair the product, or replace the product but the retailer may refuse one option if they can show that your choice is disproportionately expensive compared to the alternative. You can return the product for a refund following circumstances:
Repair or replacement isn't possible
Repair has been unsuccessful
Replacement is not possible and repair would take an unreasonably long amount of time
Repair or replacement would be significantly inconvenient
The cost of repair or replacement is disproportionate to the value of the product
The replacement product also turns out to be faulty

Claree 12/06/2017 at 1:01 pm

Advice needed. 4 month old hotpoint washing machine needs new motherboard already, bought from Costco, had an engineer out and now awaiting part with eta of 23/06/17, engineer came out 5/06/17, knew what problem was before came and still didnt have parts. so now more time off work and inconvenience of no washing machine. what is the best course of action as I think the machine should be replaced or refunded.

bugsy 24/05/2017 at 5:17 pm

just purchased a mobile phone from argos .its covered for 30days after that if any thing goes wrong with it i was told i would have to send it back to the manufacturers surely this information is incorrect .?

LornaB 17/05/2017 at 8:22 pm

Help! I bought a shower from a well known online retailer on 27th April. It was plumbed in on 13th May but has a fault which means that it's leaking internally. I asked the retailer to arrange for collection of the shower and to replace it, but they've said that I should contact the manufacturer. I think they should accept responsibility. Am I right? It's within the 30 day period, but I'm not sure if that applies with online purchases.

Thanks!

Potty 05/05/2017 at 5:53 pm

I brought a beko tumble dryer in2013 than was replaced by company 2015 since than it's recently over heated never cut of and the plug turned black from tumble and burnt socket on the wall the same model has been recalled but not my serial number beko don't want to no even tho my tumble dryer is doing same fault as the recalled ones what should I do next as been pushed from one person to the next

ConsumerRightsExpert Editor 02/05/2017 at 11:53 am

Did the product come with a warranty/guarantee? If so it might be worth contacting the manufacturer. If the retailer is still around - operating as the business, but in a different location, they will still be responsible. If they have gone into administration or simply closed down, and the manufacturer can't help, then your credit card company might be able to.

Azure 01/05/2017 at 8:52 am

Shop i bought from is still there but it is owned by an entirely different and unrelated company. Who is responsible for fixing or replacement of faulty goods. Thanks

lea 28/04/2017 at 2:28 pm

we purchased a Vax hoover, not carpet cleaner.
it states for hard floors, short or deep pile
had new carpet in January and have been noticing significant loops of the pile coming out whilst hovering the carpet , on the recommended setting.
I'm concerned that if I continue the carpet will be ruined. hoover was purchased from Argos and still in warranty. We made complaints but Vax won't agree its because of the hoover. Argos wont take it back as its not broken, in the meantime I'm without a hoover.
I wondered if anyone else is having similar problems, or have any advice we may fine useful

Magz 18/03/2017 at 3:09 pm

Hi i brought a sofa from kc sofas in nottingham in aug 2016 i received my new sofa oct 24th when it was delievered i made them aware the scatter cushions where wrong so i was told they would be re ordered and would receive them in 2wks i received them 8 wks later to then be the wrong colour so i contacted kc sofas again to be told they knew what had happened and the swatch was similar but it would be replaced within 2wks again it took over 6 wks to which i did receive the correct cushions in this time i noticed that the fabric on the underside of the cushions was worn and holes where starting to appear so i sent them pictures of this when they came they lkd and agreed the springs rubbing was causing the problem so they would have new covers made and as the factory that made the cushions was seperate to the factory that made the covers i would have them in 2wk to which at the 13tn of march was 6wks still waiting i have been told its not their fault its the manufacturers fault they are trying i was informed i would receive them wk ending 17th march of which i havent i rang citzens advice and was told of my rights that due to the inconveinece and stress this is causeing i am within my rights to ask for a price reduction or to reject the sofa as i havent even owned it 6mths i have emailed this to the company of which he states i have been mis informed and they have 8wks to respond and 3mths to repair of which none of this was mentioned in previous conversations the sofa is also under warranty for 12mths but as the scatter cushions was now resolved this is now a new complaint and that is the time bracket they have to deal with this i was also told that i shud'nt be takeing information from the citzens advice as its mis informed i have to contact the retailer ombudsmen what i need to know is am i in my rights and some form of information as to what my legal rights are under the law as i feel im being fobbed off and they are just playing for time as what shud of been 2wks was to 6wks i was now told told today in a telephone call from kc sofas will or could be another 2wk wait thks marie

ConsumerRightsExpert Editor 24/02/2017 at 2:23 pm

You haven't said how long you've had the watch for or how long you've had it. Up to 6 months the retailer must replace it or get it repaired. After that you have to prove that the item was faulty at the time of purchase or is not fit for purpose. If it was a very expensive watch it would be expected to last longer than 18 months, but you may need to demonstrate/prove that it's not been kept somewhere that could have damaged it, or have not damaged it yourself etc. We suggest you check with Citizens Advice or Trading standards as you'll be able to show them the watch and the amount you paid etc.

Tyson 23/02/2017 at 10:48 am

Hi,I bought a watch from the jewellers and had barely worn it,Its spent most of the time in the box with the paper work and is in perfect condition,When I came to put it on the watch wasn't working properly and wouldn't keep the correct time,I took it back and with it still being under warranty they replaced the whole movement due to it being faulty,Since this the watch came with a 12 month warranty for the repair which has expired by 6 months but the watch has the same problem and needs a new whole movement again,This time they have told me they want me to pay for the repair and I don't think this is right as I have only wore it a couple of times since repair and the watch condition is in as good condition as when I purchased it I only ever were it for special occasions,The jewellers have told me to take it up with the manufacturer,But I didn't buy from the manufacturer so could you help me with were the responsibility lies.

Thanks Tyson

Sonia 08/02/2017 at 2:41 pm

I bought carpet for every room all same carpet 2 years ago ,after aboat 11months the carpet came away from walls in living room ,they came out to pull it back. On grippers aboat 6 times in 12 months it was also the same in bedroom much worse they told they would replace it October ,they replaced it last week ,I had to keep going in shop .when they took carpet up the backing had all come off,and it was like piles of saudust all over floor .iasked the fitter to look under the hall carpet and that was the same ,he rang the shop owner and he said he would have to wait for the rep to call he said it might take a few weeks befor he calls ,I feel it's taken so long ,should the shop replace it or do I have to wait till the rep calls what are my rights please .Hu

mack 08/02/2017 at 12:52 pm

Just purchased fridge freezer from Curry's. Day after delivery, reported problem that the fridge door was not reversible as stated because of fault. First they insisted, because I had tried to change door over, was not there problem and was maybe a manufacturers problem. Eventually they agreed to send somebody out the day after to confirm if it was faulty. The technician arrived and confirmed it was a manufacturing defect and it would be swapped out what thin 48 hours.
This did not happen and no phone calls from them. Went back into store, where they still claimed it was not the retailers fault it was the manufacturers fault. They said they would chase it up for me and promised phone call day after. Still no call from anybody.
I am now at my wits end, with seemingly no where to turn.
Do I now have to threaten them with legal action ?

Dog lady 27/01/2017 at 12:16 pm

I purchased a Panasonic washing machine model no: NA-148VG4 on the 11-5-13 . Since I've had it it has been repaired twice. On each occasion the same problem. It has done the same thing again. It is damaging my underwear even though I am putting them in wash bags before placing them in the machine. There is a small plastic piece just inside the door which is obviously a design fault as the later models don't have this. I have spoken to the people in the shop where I purchased it. They sent there engineer out again to take pictures. I am not happy with just a repair this time as I know it will happen again. It is very costley for me to keep replacing these items. This time because I said I wasn't happy about this happening again to the shop were I bought it from, I got in touch with Panasonic gave them all the information & they are not treating me very fairly .know I'm in limbo as they are trying to say it's my fault. That's when I've had enough. Who's responsible for sorting this out . Is it Panasonic or the shop where I bought it from ????

Sue 26/01/2017 at 6:22 am

I bought a fudge freezer in Nov 16. The freezer half has stopped working. I called the supplier and was told that it's because it's kept in a shed and it's very cold out. Anyone heard of this ????HAT

nina 12/01/2017 at 3:30 pm

I bought a samsung s6 edge Nov 2015. Charger broke approximately 6 months later, the fast charge function would not work and the charger actually drained my battery as opposed to charging it. Samsung provided a replacement charger the back end of May 2016. January 2017, the charger is doing the same, i plug it in and it doesn't charge. I have contacted samsung again and they say that the charger is out of its 12 months warranty. What i don't understand is how can a new charger from May 2016 out of a 12 months warranty. They say that the warranty goes from my original purchase date, which was November 2015. But they issued a new item in May 2016. Shouldn't the warranty for the charger start from then? They have now said i have to write to them but at this moment in time they will not be providing me with a replacement. I used this on them "Under the Consumer Rights Act 2015, goods should be of a satisfactory quality, fit for purpose and as described. My rights have been breached because the item you sold me is faulty. I would like a replacement." it had no effect and they just repeated what they had said and copied and pasted excerpts from the internet (which i have already looked at) and have declined to speak to me further and then they kicked me off live chat.

Dan 28/12/2016 at 8:49 am

Ive just brought a new zanuzzi oven which has a faulty element when delivered.
Contacted zanuzzi and they are sending someone in a weeks time to repair which is the minimum to be expected but this doesn't compensate me for my cooking plans being ruined on Xmas day, (the whole reason of buying a double oven).
Am I being unreasonable by expecting something like an extra years guarantee as compensation?

J 20/12/2016 at 2:59 pm

Just has a remote controlled gas fire installed. Worked for 8 days and then broke. Took 3 days for installer to come out, he thought we had done something wrong, turns out the 'receiver' is faulty. He contacted supplier for part. We heard nothing, so I called supplier and they said it will take 8 weeks for part as it is 'out of stock'. This is December in north of Scotland and not acceptable to have no fire for 8 weeks. Installers, who I bought fire from say the warranty is with the supplier but they say it is with retailer. Both blame the other. I think it is the retailer, am I within my rights to ask for them to uninstall the gas fire and replace the original multi-fuel stove? (It worked fine, but was trying to make it easier for elderly parents). It has become so horrible...will I get any money back?

ConsumerRightsExpert Editor 14/12/2016 at 10:55 am

At this stage you will need to get an independent expert to verify that the product was not fit for purpose (a £700 shower should be expected to last longer than 12 months) and present your case to the retailer. The 12 month warranty will start from the time of purchase unfortutely.

Jenny 13/12/2016 at 10:23 am

I purchased a £700 shower from better bathrooms. The first 3 months it started leaking but I stupidly never reported it is did get a plumber out to fix it , he changed the washers and it seemed to be ok. Since then it's got worse constant dripping till the other day it just started flooding like the shower was perminatly on. This has reuined my ceiling in my kitchen. The house is only 2 years old and now in a right mess. I've had to take the shower off the wall and put blanks on the pipes to make it stop. So I no longer have a working shower. I contacted better bathrooms who said they would change the faulty shower but first I had to take a video and send it them via email which I did. I then received a phone call back stating sorry your 10 year warranty only covers none moving parts and we feel it's moving handle that's the problem so we're not willing to do anything ! I apprently received my shower from them in april 2015 but I didn't actually put it up until late November as there was no bathroom built to put it in. So there saying it's gone passed the 12 months warranty so they don't have to do anything. This has now left me with a mess in my kitchen and none working shower is there anything I can do ?

Leader 09/12/2016 at 1:20 pm

My wife purchased a bed from out catalogue in August, a few week later the side panel on one side broke and the bed collapsed, we reported the issue and the catalogue sent out a man to look at it, he took photo and then did what we thought a temporary fix using the blocks of wood I had placed under the bar, he put some screw's in and used 2 metal brackets which have since broken.

We contact the catalogue to find out when they had planned to do next when they told us that the man had fixed the bed and there was nothing they will do, the bed cost over £1700 and is not fit for purpose, what steps can we take to either get them to replace the bed or do a proper fix? or failing that get a refund.

ConsumerRightsExpert Editor 03/11/2016 at 11:43 am

What does the warranty say in its terms and conditions about call out charges?

MargeB 02/11/2016 at 8:51 pm

I bought a Samsung washing machine 15 months which broke down a couple of weeks ago.

The washing machine came with a two years manufacturers warranty plus a free extended warranty of three years. A total of five years.

I've been trying to get the machine fixed but both the retailer and Samsung claim that the fault is mine despite no engineer coming to see what us wrong.

Both the retailer and Samsung want me to pay to for a call out charge and the cost of the repair. Even thougb I'm still covered under the 24 months manufacturers warranty.

ConsumerRightsExpert Editor 02/11/2016 at 12:17 pm

Did EE advise you to take it to the Apple store when it first broke or did you do so of your own accord? If EE advised you to take it then they must be responsible for its replacement.

Badgerbear 02/11/2016 at 12:40 am

I bought a brand new Apple Iphone 6S from EE in August 2015, in late May 2016 it developed a bit of a screen freeze, so I took it into the Apple Genius store, they didn't even look at it, just swapped it for a new one, so I thought. Two weeks ago the phone started playing up again, but far more serious. I took it into Apple in Regent Street and they said the phone was faulty, but could not help as it was only under a 3 month warranty, as it was a refurbished unit only having the residual balance of the warranty of my original phone. They said pop into any EE shop as they still have it under a 2 year warranty, as its only 15 months old. So I went into the EE store in the Strand and guess what? they said because it was not the actual phone they sold me, but a refurbished replacement, I should take it back to Apple as the fault was within the replacement unit. I feel like I have been mugged, and don't know what to do now.

ConsumerRightsExpert Editor 25/10/2016 at 2:47 pm

At 11 months it's up to the retailer to choose whether to offer a repair or replacement, not the consumer. Now that it's nearly 18 months since you purchased the item, you should still expect it to be working unless it can be proven that it's damaged rather than faulty - so we suggest you should be offered a repair.

Jscotty 24/10/2016 at 4:38 pm

Bought washing machine from very and within 11 months the drum broke swan came out and repaired the machibe i wanted it replaced but was assured any futher issues and they would sort it. So now six months on same problem very and swan arent willing to repair or refund or replace despite the fact its only been six months six the drum was replaced.

C 15/10/2016 at 8:51 am

Hi bought a washing machine fro Ao which they installed . We ran an empty cycle as recommended and a fault occurred which isn't listed .we switched off, reset and repeated on a different programme and same thing happened.
Rang Ao and they say they need to contact manufacturer and try and repair it. Engineer can't come for almost a week- means another day off work
As its brand new I would like a replacement delivered tomorrow - which is poss according to their website . They are refusing! They say it's been used so they will try and repair.
Where do I stand ?? I can't wait another week without a machine and I can't really take a day off work for an engineer to come out as I will lose money

ConsumerRightsExpert Editor 12/10/2016 at 11:23 am

You have a right to return faulty goods for a full refund within 30 days of purchase. If it's after 30 days the seller can offer a repair or replacement. Any terms and conditions that say you must cover the cost of returning an item will not apply where the item being returned is faulty. At this stage we think you should demand a full refund and a refund of the costs you incurred in returning the items.

pul cctv 11/10/2016 at 9:55 am

i purchased 2 off security parts from an online security suppliers and they where faulty out the box I struggling to get a refund also they made me pay to return and are saying restocking fee is 15% this has been going on for over 5 weeks I reported the faults to them within 2 days of products being delivered what are my rights in asking for full refund as they are not required any more I had to purchase from a different supplier who's service was excellent but this company is a total joke they even got me to open the product up over the phone with there technical department to see if something fell of inside no I'm worried I'm not going to get my money back

ConsumerRightsExpert Editor 04/10/2016 at 11:53 am

The retailer only has a duty to repair or replace an item after the initial 30 day period is over. You could always ask them when they'll be getting more stock of the original item.

Karen 03/10/2016 at 3:47 pm

I bought a mobile from Argos in Jul. Phone turns off randomly and flickering screen. Did a factory restore and repair recently but only last one week before problems return. And now I can't even switch on the phone.

I've checked with Argos, they said they can do exchange only not refund. Is this right?

I am not really after a refund, but they don't have stock, so why am I false to buy a different phone?

Any advice

ConsumerRightsExpert Editor 29/09/2016 at 2:34 pm

Yes the retailer is responsible. Your consumer rights mean that you get a full refund if an item is faulty within 30 days of purchase. Quote the consumer rights act 2015 to the retailer (it is the retailer's responsibility to sort this out for you). The installation costs aren't automatically repayable, you may have to make a compensation claim via the small claims court for these.

ConsumerRightsExpert Editor 29/09/2016 at 12:03 pm

We can't say whether compensation will be paid for installation/removal/re-installation - if they don't, you may have to take it to the small claims court. If it's still within 30 days and the goods are faulty you are entitled to full refund. If it's after 30 days the retailer can offer a replacement or repair.

Mark 28/09/2016 at 9:26 pm

Purchased a shower tray and numerous other items from an online bathroom supplier.
The tray came with a 25yr guarantee.

Within 14 days the tray has begun 'de-laminating' and is almost unusable.

I have contacted the supplier who have informed me I have to fill in a form from the manufacturer waiving all rights and then they will send me a new one.

This is going to cost around £650 to replace with tile and screen removal and replacement, sundry items and labour.

The have said they will not cover the cost of these consequentials.

If the item is not fit for use 14 days into a 25yr guarantee surely they must be liable.

The manufacturer has told me I am not their customer, the supplier is their customer.
I am the suppliers customer and should claim from them.

I have written a formal letter requesting the costs of the consequentials and a replacement ray but they have refused.

Any comment or help appreciated.

kitchengirl 28/09/2016 at 3:31 pm

Just bought £6000 kitchen from Wickes.The worktops have been fitted plus the upstands; and the protective edging strip removed. This revealed faulty edges (rough, bobbly). Verbally Wickes have agreed there is a problem, but they won't act until their supplier has given an opinion. I will have to pay to have the worktops and upstands removed, and pay again to have thereplacements fitted (plus there will be plumbing involved in this as the sink and taps werre fitted before the protective strip was removed). A) Will Wickes be liable to compensate us for this extra cost? and B) Must we accept replacement worktops - I suspect the problem lies in the design so I would rather choose alternatives where there is no risk of a bobbly edge. We've had to stop the build on our kitchen a week ago ...

Hopalong 27/09/2016 at 8:57 pm

Any help regarding this?

In January 2016 we paid £1,900 for a three piece suite, which was delivered on 2nd February 2016. By July the colour had completely vanished from the back of my husband's CHAIR - behind his head.

The retailer says that the reason is that my husband takes pills for his blood pressure..indeed he had a TIA in February 2016.

I would like the chair replaced, but the retailer says its a manufacturing fault. As such the retailer sent a rep from a company called 'servico' to view the chair - and he too said it was from my husband's B.P. pills. So, even if the chair was 're-coloured and sealed' the problem fault would recur. This statement is from the retailer:-

"I I have spoken at length with Servico on your behalf with regard to the issue you have with the one area on the sofa. (sic)

The report, done by the independent representative who visited you, clearly states that the damage was caused by the chemical reaction from tablets taken by your husband which again was discussed with you and the Servico engineer. The technician is able to degrease and clean the area followed by a recolour and seal but this would be at your own expense as there was no manufacturing fault found on his visit."

Following a further complaint from me the retailer offered to pay for the degrease, clean and recolour...But since I too have been poorly, I have told the retailer that this will be on hold while I have treatment.....so only now in September, do I feel strong enough to sort out the injustice of our purchase.

Any feedback would be helpful?

Billy 24/08/2016 at 1:37 am

Bought a chiller from romsey world of water. From a trade stand they had there.the money I paid went into the shops till..it was faulty and had to be sent back to the repair dept 200 miles away who was the owner of the tradestall. They received it couldn't find the fault said they serviced it and sent it 2oo miles back to the shop. I collected it it was parcelled up. Didnt undo it straight away to check it. The shop never checked it either.when it was opened it was damaged the bow it was in was 3" to short rhetoric bottom had 2 holes cut out to fit legs in.it was due to this damaged was caused with legs getting knocked in transit.whi is responsible shop or repair shop

ConsumerRightsExpert Editor 06/07/2016 at 1:08 pm

Your carpenter made the purchase and is making no progress, get him to give you all the receipts etc and try yourselves.

Mr Magoo 05/07/2016 at 8:12 pm

We have had a new kitchen installed and the paint on the units has chipped within the first year. We purchased the units through our carpenter and he agrees with us that it is not accidental damage but a fault with the paint work. However the manufacturer is refusing to acknowledge a fault. As our carpenter, who we paid for the units through, is making no progress can we make a claim directly with the manufacturer? What redress does the retailer (in this case our carpenter ) have with the manufacturer?

ConsumerRightsExpert Editor 22/06/2016 at 10:56 am

You will need to look at the terms of the warranty (sometimes this is actually with the manufacturer). Your consumer rights to a repair/refund do not really cover you after 6 years of use.

M 21/06/2016 at 1:42 pm

We bought a shower unit from an independant stockist, that has a 10 year warranty. We are now into the 6th year of that warranty period. I called the manufacturer's and they said my contrat is with the stockist, which is fair enough and correct. Basically the shower parts are so worn down that the shower leaks water as a result. There are not replacement parts as this model has been discontinued. We would need to have the complete unit replaced. I am trying to negotiate a free replacement but nothing as yet. What are my rights and am I being unreasonable by asking them to pau for the replacement unit?

Any advice would be gratefully received.

M

Ella 15/06/2016 at 2:20 pm

Hi, my husband bought a Bob XL training dummy off ebay from top rank sport 24th June last year. It has been used by 1 person 3-4 times a week for around 40 mins. It has split under the chin. I contacted top rank sports who advised me to send photos. The reply I received said he could clearly see it wasn't a defect. My husband rang to ask how easy could tell by a photo. He insinuated that he could have slashed it with a knife , which I find ridiculous and insulting. He said he had sent it to the manufactures. I emailed America where it is made and they said we need to persue through the company we bought it from. It's been 2 weeks and have had no response from the manufacturer , I don't know if he has sent. It who can I contact to help me with this
Thsnks

Nikki 11/06/2016 at 6:01 pm

I brought an electric shower (on the 11/06/2016) from B and Q. It was fitted the same day but does not heat the hot water, therefore, is not fit for purpose. I went to the store the same day I brought it and I have been refused a refund and told that they will have to send the item off to the manufacturer for it to be tested before they will consider giving me a refund at all and it will take up to 28 days for me to get my money back!!! Is this right? Surely I am entitled to a refund in store there and then as it is faulty.

ConsumerRightsExpert Editor 10/06/2016 at 2:02 pm

No, the company are only obliged to supply replacement items. If you wanted to claim compensation/expenses for the re-fit, you would have do so via the small claims court. A few thousand pounds to fit kitchen units does sound a little expensive - we suggest you obtain several quotes.

Kin 09/06/2016 at 1:29 am

Hiya, I had an inquiry concerning a purchase of kitchen cabinets I had made a few years ago. It was purchased from a local kitchen company but fitted by an independent third party builder. The contact with the kitchen company was only for the supply of the goods. A few years down the line, the cabinets started to show cosmetic changes in its colour, which the kitchen company accepted full liability for and have agreed to replace the kitchen cabinets. However, they have refused to compensate for the services of removal of the existing cabinets and fitting of the new ones which adds up to a few thousand pounds. Are we entitled to claim compensation from the kitchen company for the services of removal and installation of the new cabinets?

ConsumerRightsExpert Editor 24/05/2016 at 2:21 pm

If it had still been within the 6 month period after purchase, one repair would have been allowed and then the product should have been replaced. As it's more than 6 months since purchase it's up to you to prove the product was faulty. Please see our Guide to the consumer rights actfor more information about what to do next.

Claireew29 23/05/2016 at 10:29 am

Hiya - Im writing to see if you can offer any advice. We initially bought a new desktop from curry's in October 2015. the 1st one we bought had a sound default so it was exchanged for a new unit. The second on we were given was extremely slow and took up to 5 to 10 minutes just to get the search engine loaded. Unfortunately we are both busy people working 60 hours + and I had just gone back to work post maternity leave (shock to the system) so we kind of just put up with it rather than sorting it out until I got to the enough is enough stage. I rang curry's who put me through to Asus (manufacturer) and the computer was sent off for repair where it appears that they replaced the main board. However 2 days after receiving the computer back the screen is now flashing on and off Im trying to use it (the computer hardware is located within the display unit - its a kind of all in one system). Am I within my rights to ask for a complete exchange from curry's??
Thank you
Claire

ConsumerRightsExpert Editor 05/05/2016 at 1:01 pm

These are clearly not "fit for purpose". The retailer was wrong in the first instance, and should have arranged to replace them or get them repaired - not referred you directly to the manufacturer. Nike are also wrong even now, after 9 weeks if a fault is discovered within the first 6 months it is presumed to have been there from the time of delivery. It is for the retailer to prove that this was not the case. You do not have to prove that it was. So ask the retailer for proof, including examples of what kind of external force (other than normal usage) could have caused the holes. Write to both the retailer and Nike citing the Consumer Rights Act and inform them that you will also be reporting them to Trading Standards for breach of the Act.

ConsumerRightsExpert Editor 04/05/2016 at 10:36 am

We only deal with the UK, where the the competition promoter would be responsible as the "retailer"

mark 03/05/2016 at 12:00 pm

My son bought some nike football boots which developed holes in the leather on both boots after only 5 weeks. He returned them to the retailer who offered to send them to nike. He declined this as he needed to use the boots and the season would end 4 weeks later which was still within the 3 month warranty period.

The holes had got much worse by the time they where returned to nike who rejected the claim saying the holes where caused by some external force. I cant believe nike rejected the claim they had only been used for football and 5 weeks is really not acceptable.

The retailer dont want to help us and neither do nike. What can we do?

DevThaDude 01/05/2016 at 1:54 am

Advice greatly appreciated***
My lady and I have been building up tickets for the last year or so from Dave and busters to buy a PlayStation 4 system worth 115,000 tickets... We finally made it 5 days ago! The big big problem is when I took my system home to plug it in (Haven't even unwrapped the included game) the console keeps shutting off with No avail and is obviously faulty. When I called the manager to receive a working PlayStation he instructed me that I HAVE TO go through the manufacturer for help. Upon looking on the PlayStation website if I send this in they will replace it with a "Recalibrated" unit!! So not only did the thing cost me 1000$ at DnB but now my only option to receive a working system is to go through the 3 week process to end up reveiving one that is in NO WAY brand new! What rights do I have here? How can they not be responsible? Any help would truly mean the world. I live in Texas and can't imagine this is legal--

ConsumerRightsExpert Editor 28/04/2016 at 10:42 am

If it has been over 30 days since you purchased the product, you can choose for the retailer to either repair the product, or replace the product but the retailer can refuse one of your choices if they can show that your choice is disproportionately expensive compared to the alternative. See our guide to the Consumer Rights Act

grigmay 27/04/2016 at 10:30 am

Hi I bought a Samsung convection microwave from AO on the 14 th February 2016 I have tried to use the convection oven twice and twice this has happened I heat it up to a temperature of 190 degrees once is heated I put the time I neede my item to cook which was 60 mins after around 40 minutes it switches itself off and has no power or anything leave if for half an hour it comes back on, I've spoken to AO and they are sending out an engineer to look at it, I have asked for a replacement but they won't what are my rights with regards to this I did pay for the item on my credit card

ConsumerRightsExpert Editor 19/04/2016 at 2:02 pm

You can ask the retailer to compensate you for this as a gesture of goodwill. Consumer law states that they should replace it or refund you, so the additional expenses will not automatically be covered by that.

Mike b 17/04/2016 at 5:28 pm

Hi ya, I paid for a hot water tank and had it fitted by a plumber. After it was fitted it was found to have a leak, I have ask for a replacement but one has not turn up yet after a few weeks, it only leak when it got to 1 bar in pressure so the plumber would not of known.
I now have to pay the plumber to remove it and replace with a new one.
Can I claim for the plumbers time.

ConsumerRightsExpert Editor 04/04/2016 at 10:35 am

If you've had the item for more than 6 months, under consumer rights legislation, you must prove that the product was faulty at the time of purchase in order to claim a full or partial refund. You would probably need an expert report to prove this. For repair under any warranty, you will need to check the terms of the warranty, the company should provide these if you don't have them.

Anant 01/04/2016 at 9:30 am

Hi, I bought an tomtom satnav last year March from Currys. It stopped and shut itself dwon while driving making it obsolete, So I went to Currys for repair and they sent it back to tomtom and they've come back and said that there is a £70.35 charge for the repair and it's still under the 1 year standard warranty. How should I go about handling this? it should at least work perfectly for the first year.

Josh 25/03/2016 at 10:13 pm

I purchased a karcher power washer from B&Q in April 2013 it has a 3 yr warranty it is now leaking water from the water cooling pot on the motor are B&Q obliged to sort this problem out

aggie 24/03/2016 at 2:26 am

A customer purchased a Sony digital camera with a 90-day manufacturer's warranty on parts and labor. he turned down a three-year extended warranty suggested by the salesperson. Four months later the camera no longer takes pictures. As a store manager, what should be my response, especially if the customer may post his complaint on a consumer website.

ConsumerRightsExpert Editor 15/03/2016 at 12:03 pm

You should be dealing with the retailer unless you bought them directly from Hunter. The crucial aspect is whether you have had them for more than 6 months - please see our article on the new consumer rights act (2015) for more information about what you can do at various stages - here

jlas 14/03/2016 at 1:05 am

Hi, I complained with manufacturer (Hunter Boots) about faulty pair of wellington boots. I originally bought them in a shop but I was not able to complain there and contacted Hunter customer service. They advised that the boots were faulty and offered me replacment. Now 6 months later I have similar problem with the replacement pair. I complained again and they offered a new replacement. I don't want to have the boots anymore as they will fail again probably. I am disappointed that expensive product doesn't offer satisfactory durability as I expected from the brand. In my opinion these boots (style) were not fit for purpose. Can I ask Hunter customer service to refund my original purchase? I still have a copy of my original receipt. Is it true that offered replacement after complaint doesn't extend previously offered warranty?

Ricia 10/03/2016 at 1:48 pm

We bought a Sony 4K tv at the end of December 2015. It has had issues since day one. We have contacted the shop & the manufacturers. Sony are dragging their feet & just keep saying their engineers have not got back to them with a solution. Curry/PC world, who we bought the to from also contacted Sony, same answer. They now say that they are not responsible for the TV that it is up to Sony. Where do we stand now!

kendo75 01/03/2016 at 8:46 am

I purchased a coffee machine from a local electrical retailer last March, It developed a fault in December,Which they told me I had to contact the manufacturer, It was repaired and sent back,3 days later it started leaking and wouldn't register the water container,Sent back again for repair, Got it back yesterday to find a clip broken that holds front closed and a power button which turns it on but not off,Where do I go from here?

PETER 25/02/2016 at 3:46 pm

We bought a fitted kitchen from IKEA in 2012, the appliances, also from IKEA, have a 5 year warranty. On two occasions we have needed to call out repairs on the dishwasher, these were carried out efficiently by the company who we assumed were sub contracted to IKEA.
Recently our fridge freezer has developed faults, when we rang IKEA we were told that we needed to contact Electrolux, the phone line was to Germany. I rang them 3 times never receiving the promised call back, eventually the German operator said there was nothing further she could. Naturally I contacted IKEA, they said that it was not their responsibility and that it was a problem for the manufacturer to resolve. IKEA promised to ring me back to clarify the position but of course they haven't. What should be my next course of action?

ConsumerRightsExpert Editor 23/02/2016 at 12:08 pm

it is the retailer's responsibility to deal with your enquiry. How long have you had the product? Under the Consumer Rights Act 2015, if you purchased a product which is unfit for purpose, faulty, or not as described, you have the right to return the product (to the retailer) and receive a full refund within 30 days of the date of purchase. If it has been over 30 days since you purchased the product, you can choose for the retailer to either repair the product, or replace the product. You should not have to wait an unreasonable length of time for a repair or be put to significant inconvenience during the repair process. Take this information back to the retailer...if you have further problems with this retailer, it might be worth approaching Trading Standards or Citizen's Advice for further help.

Teen 22/02/2016 at 11:02 am

I purchased a mama and papas baby chair that vibrates and plays nursery rhymes. It has developed a fault the independent shop I bought it from says they won't replace but send it back to the manufacturer and may take several weeks but I need it now for my 11 week old baby. What are my rights??

garfield 15/02/2016 at 11:53 am

I bought a Beco washing machine on the 23 April 2014 and the drum has gone on it. I contact Beco but they said as I hadn't taken out extended warranty they could not do anything. I would of thought a part like this should last longer. I have ended up buying a new washing machine as the quote I got for replacing is was 395 plus vat fitting. Is there anywhere else I can complain about this

ConsumerRightsExpert Editor 12/02/2016 at 12:52 pm

Warranties usually run from the date of purchase.

ConsumerRightsExpert Editor 11/02/2016 at 11:32 am

To be fair, you have no proof of purchase and you purchased it over a year ago - we think Asda has been quite reasonable in offering a £20 voucher.

Mike 09/02/2016 at 11:53 pm

This is just a general question but I couldnt find an answer on google

Where a product needs installing such as a burglar alarm or CCTV camera system and lets say the manufacturer gives a three year warranty does that warranty start when the installer buys it or when they fit it?

this crossed my mind as I figured it could mean that if I bought something with a 3 year warranty and the installer had bought it a month or more before fitting then it might mean you arent covered for the last few months of the period

Or would I as the first actual consumer to own the device have a warranty that starts based on the invoice I am given by the installer, or would it start with the invoice the installer gets when they bought it even though theyre not actually a consumer

I luckily havent had an issue like this, but it crossed my mind when I bought a shower recently but that came with a manufacturers on site warranty. But as I am planning to buy both a burglar alarm and CCTV system in the next few months I thought I would ask before hand to try and avoid any potential pitfalls before they happen

Thank you in advance

Mike

Kaz 09/02/2016 at 12:33 pm

I bought a Daewoo microwave but had it over a year stored away until I had my new kitchen installed. On first time using this week I was heating something up in it & it was set for 2 minutes but after less than 1 minute I could smell burning & I immediately opened the door & noticed the door & the casing had melted. I informed Daewoo by phone who told me to put what had happened in writing & send photos which I have, their response is the model number states the manufacture date & year is May 2013. Surely the year of manufacture is definitely not the date of purchase? May I add I cannot for love or money find my receipt from Asda. They have offered me a goodwill gesture of a £20 voucher towards another microwave which I am not happy about to say the least. What are my rights please?

Gramps 14/01/2016 at 3:28 pm

End of August 2015 I bought a pair of leather country boots, (Golden Retriever) on line from a company called Riverside Outdoor. The cost with delivery was £122 plus pence.
they were a present for my adult son.
He has worn them six times this winter and they are falling apart.
I phoned a contact number for Riverside, (mobile) to explain and was told the following:-
1. Their warranty didn't last that long.
2. They do not trade with the GR company any more.
3. They were a one off purchase which is why they were on sale at a "cheap" price. They were not advertised as "seconds " or any thing like that.
4. I should contact the manufacturer and maybe I can find them on line. (I did and they are in America).

I felt dissatisfied and on reflexion thought, "this doesn't add up". Your thoughts would be appreciated.
By the way I did email the customer service department of the company in America but have had no reply.

ConsumerRightsExpert Editor 13/01/2016 at 12:50 pm

How long have you had the shower? If it's less than 30 days you should be able to return it for a refund. It's quite a specific problem but if Argos asked you to send the plumber's invoice for payment then they should honour that. Check this with Trading Standards if necessary.

TIM 12/01/2016 at 9:27 am

I bought an electric shower from Argos, and got reputable plumber to install. He couldn't get water to heat fully & shower to flow fully. We phoned Argos customer care, they advised re-checking the installation & for any deposits in the filter. He did all this but the problem remained. Then the plumber found a part was missing that allowed element to operate. I called Argos customer care and was told they could supply the missing part or my plumber could locate it. I was getting concerned at the plumbers time over all this and the Argos woman said Argos would pay the plumber's invoice & gave me the address to send it. My plumber located the missing part, fitted it & got the shower unit working - but a job that should take 1 hour ended up taking 3 hours & costing £186!
I sent the plumbers invoice to Argos expecting to be paid as agreed, but found out 3 weeks later it had got lost in their system as I was given the incorrect address...Now the Argos correspondence dept. will not honour the agreement to pay in full and have finally offered £50!
What are my rights? and what should I do to cover the plumbers bill? Can I return the shower & get a full refund?

sad 13/11/2015 at 7:46 am

I purchased a solar system under a 5-year warranty from Gloweal Pty Ltd t/a Coastal Green Power, Taree NSW. Recently the inverter failed within the warranty period and Coastal Green Power t/a Hot Water Maintenance called and informed the failure is due to a lightning strike - their $88 invoice states 'Inspect solar inverter, found damaged due to storm, new inverter required. Unrepairable 5kw'. They left the inverter with dangerously exposed terminals. When we informed them all electrics and especially the solar was power surge protected they informed we should claim under our insurance because the inverter company has ceased trading and the warranty is invalid. We discovered the inverter is Chinese-made and distributed by Beyond Building Energy in Queensland, against which a solvency claim was lodged 20 March 2012 and deregulated in March 2015. The solvency people confirm no claim was lodged by the supplier of our solar system on behalf of their customers. The solar system continues to have a high rate of failure in Taree. I telephoned Hot Water Maintenance but am yet to receive a return call. I wrote to ask them to credit the Warranty call-out charge of $88 - this because since March 2012 they have failed in their obligation to warn their customers of the issues, and that the call-out was unnecessary because they knew the problem which could have been explained over the telephone. I had no response except a notice from a debt collection company and an increased call-out charge. Does the retailer who supplied and installed my solar system have any obligations or liabilities?

Treaddie 29/10/2015 at 6:19 pm

I bought a set of 4 dect phones online from Ligo one of the phones has become faulty. the original warranty period was 2 years. I got in touch with the Ligo and they have informed me that as the warranty period has expired and when the warranty is up then it is out of there control. The set of 4 phones cost me £190.00 made by Siemens Gigaset, I do not agree with them, what do I do now?

Treaddie

ConsumerRightsExpert Editor 08/10/2015 at 9:46 am

You have several options although none of them is very positive:
(1)Try your credit card company if you paid by card. They may be able to help.
(2) Check the terms of the warranty...who is the warranty provider? They should be the ones sorting this out.
(3) If the retailer has gone out of business, were they made bankrupt? If this was recent it might be worth contacting the administrators
(4) A small claim would only be useful if you have someone to claim against - but even then we don't think this is likely to be a successful option
(5) Can your insurance company help? It might just be possible to make a claim from your contents insurance, although you'd have to factor in any excess payments and how a claim might affect your future premiums.

Mattressed Out 07/10/2015 at 2:30 pm

Hi there,

I bought a mattress 8 months ago, the pocket springs have all started to fail now. The shop has gone out of business and I can't find any forwarding details of the proprietor. I know legally I still have a contract enforceable with the proprietor, though I can't enforce it as I can't find the proprietor. Instead I got in touch with the manufacturer who was helpful at first and was ready to make a warranty claim, until they discovered my contract of sale was not with them directly. The told me I should use the small claims court with the proprietor of the shop that has closed down. I'm lost as to what to do. Do I have any legal rights to claim on the 1 year manufacturers warranty direct with the manufacturer when my contract of sale was with a third party shop?

Any help would be greatly appreciated.

Pete

ConsumerRightsExpert Editor 03/09/2015 at 12:44 pm

The retailer is repsonsible for arranging a refund/repair or replacement. You should not be put to significant inconvenience waiting though and the dealer is repsonsible for making sure of that too.

hazel 03/09/2015 at 9:20 am

i bought chair from a company on Internet, it was faulty and now the retailer says he has to wait to be credited by the supplier before reimbursing us. Is this true? h

Grumpy 26/08/2015 at 7:51 pm

Hi I bought an iphone 5s just over a year ago but now the battery has over heated and it wont charge at all. According to o2 who i have the contract with I have to talk to Carphone warhouse as thats who I bought it from but CW say as i never took out any extra coverage on it its up to Apples discretion what they do? I still have 1 year left of contract on this phone but if i cannot use it why should i Pay? Oh and apple wont help as its out of warranty peiod JUST by about 1 week.
Please advice me as to what i need to do.
Thank you x

ConsumerRightsExpert Editor 19/08/2015 at 2:16 pm

That's a shame, if you can prove it has not been near water, then you may get something back. Let us know how you get on.

Dee 18/08/2015 at 9:03 pm

emylou, I bought ds 7 weeks later took it back as power button and won't hold a charge. Having murder with them. They eventually sent it to Nintendo who have said its water damage and want me to pay!!! No chance by buy hardly played with the ds and certainly not near water. About to send a letter before action and sue them in the small claims court. Never buying anything again off them !!!

emylou 12/08/2015 at 7:20 am

We bought our 7 year old son a playstation 4 for Christmas it is now turning its self on & off without anyone touching it we purchased the item at Smyths toy store what are my rights with returning the product? Thank you

dee 01/08/2015 at 1:05 am

I bought an electronic cleansing brush from the Clinique counter in Brown Thomas about two months ago and it has stopped working. It has a two year warranty. Should I be able to get a new one at the shop or will I have to contact Clinique directly?

ConsumerRightsExpert Editor 31/07/2015 at 12:37 pm

@notsleepingwell. If it's a fault rather than the fact you are unhappy with it, ask the retailer put a formal claim in to the adminstrators dealing with the supplier's finances. The retailer should be the one sorting this out for you.

not sleeping well 29/07/2015 at 6:09 pm

bought a king size divan bed ,from local store ,
mattress is like a wave ,this is a replacement for a faulty mattress with same fault ,
now they refuse to replace this mattress as he says the supplier has gone into receivership,and that it is not his responsibility,this was bought in May this year
what can i do please

ConsumerRightsExpert Editor 03/06/2015 at 10:44 am

@Lyn1. You should contact Argos, as that is the retailer. They may refer it to the manufacturer to get the repair sorted it out.

ConsumerRightsExpert Editor 02/06/2015 at 11:54 am

@Danyell188. If it's faulty and has not be damaged during play then you can return it under the Sale of Goods Act as 'not fit for purpose' (it should last longer than 6 months) for a repair, refund or replacement. The retailer is responsible, they can liaise with the manufacturer to undertake any repair and should do so on your behalf. From our article on faulty goods: "If it's in the first six months, and it's not because of fair wear and tear, accidental damage or misuse, then the retailer must still repair or replace the item. If he demurs, he has to prove the item wasn't faulty in the first place, or that it couldn't be expected to last that long".

Lyn1 31/05/2015 at 8:55 pm

I bought a washer 11 months ago from Argos,it is now not spinning on some of the cycles,who do I contact,the manufactur or Argos

Danyell88 30/05/2015 at 3:39 pm

Hi
I bought a playstation 4 at Christmas for my partner from littlewoods and he never played on it until January which we found out the button on the pad was faulty, I asked littlewoods about this, which they told me to speak to Sony to see if they could fix it over the phone. Sony told me no they couldn't fix it then spoke to littlewoods with the reference and littlewoods are saying now that it's down to Sony to replace it as the pad is not covered under warranty. Any advice?

Brenda 25/05/2015 at 12:42 pm

Hi. Bought panasonic tv two years ago from currys with one years guarantee. Developed fault in A. board. Have phoned currys and they say they will not fix it and told me to phone Panasonic. Is it currys or Panasonic that are responsible for repair ?

ConsumerRightsExpert Editor 18/05/2015 at 12:19 pm

@Fran. There's nothing in consumer law apart from - repairs should be done in reasonable time and without significant inconvenience to the customer. To actually get compensated, you may need to seek legal representation.

Fran 13/05/2015 at 3:48 pm

when my washing machine was delivered it did not work. The retailer would not do anything until an engineer had looked at it. I had to take time off work for the engineer as they only come in the week and could not give me a specific time, as I'm self employed I lost money. The engineer found the machine was faulty and fixed it. The retailer will not compensate me for my time when clearly it is their fault. Is this right?

ConsumerRightsExpert Editor 23/03/2015 at 2:14 pm

@Oyllas. No you may have to pay the call out charge but you should not have to pay for any repairs at this stage

Oyllas 20/03/2015 at 12:08 am

Hi
I had a shower replaced by a local plumber in October last year. Several times since Christmas, when the pull cord on off switch is switched on the shower will not switch on when the button is pressed on the unit itself but it has switched on after leaving for a few minutes.

This morning the pull cord light came on when pulled and when pressing the shower unit button it he shower won't switch on, and the pull cord went on on first press of the shower button and off on the second.

I rang the company who fitted the shower and they will only come out and check the unit if I will commit to paying call out costs if the fault is electric and not the shower unit. I feel that they have an obligation to check the part that they fitted free of charge. I am not expecting them to carry out any work if it is electrical I just want them to check that the shower isn't faulty. Can I insist that they come and check the item they fitted?

Kate17 20/11/2014 at 6:20 pm

A customer brought her black and white dress to me for dry cleaning. It was cleaned as per the care instructions, on a heat sensitive 'bleed' cycle, with low mechanical action.
The black dye ran in to the white fabric and the dress was ruined.
The retailer wants nothing to do with the matter and told the customer and myself to deal with the manufacturers directly.
As I know this is not my fault, I have offered to send the dress for an independent analysis. The cost of which (£85) to be paid by the party at fault.
The retailer doesn't want to do this and says she will pay half the value of the dress to the customer if I do the same ! I am not prepared to do this as I am 100% positive that it is a manufacturing fault, as the colourfastness of the dye should have been tested at point of manufacture.
Please can you help as I am now in a catch 22 situation.
Thank you

adegolf 29/09/2014 at 3:02 pm

i bought a free view hard drive box which has been working fine for the last six months. Over the weekend it started doing crazy things like changing channels mid programme etc. I have reported to the retailer but they have not been very helpful. What are my legal rights please

casper 08/07/2014 at 11:37 am

I purchased a new clutch slave cylinder for my car which a garage fitted,on installation the part failed and had to be replaced this meant an extra few hours labour charges.the supplier states that they are not responsible for the labour charges but will refund the cost of the part.am I responsible for the extra cost

Jub 02/01/2014 at 10:48 pm

I bought a pushchair form a shop.It was explained to me at the time that I couldn't bring it back if there was problem because the manufacture that they bought it from didn't have that model any more so they couldn't send it back for a repair.What they told me was I could take it to another shop that stocked that product.I agreed and paid 179.00 for a 510.00 pushchair. Not it is faulty and took it back but they said they couldn't do anything. What are my rights ?

wolfdog 06/03/2013 at 1:12 pm

Question
I purchased a new Toyota Hilux with a Truckman Top 10mths ago. The top has developed a problem, who is my warranty with? Truckman or Main Dealer who supplied it??????

Lucky 26/01/2013 at 11:12 pm

Bought to shiva computer week b4 xmas after 2weeks computer froze argos replaced with new 1 after2 weeks same again have receipt 2 weeks old store says its their policy 2 send back should not have got fist one replaced argos policy 2 send faulty computers bk 2 toshiba Where do I stand.

buba 28/06/2012 at 10:00 am

hi bought a laptop 16mts ago from qvc the screen has went rang accer told me warenty was 1yr and could do nothing for me qvc told me they also have a12mts warrenty but runs in conjuction with accer has exspired wat can i do

spiral 26/06/2012 at 8:39 pm

I called out an electrician to have a look at the socket under my sink. They didn't need to do anything as it was just the isolator switch turned off. All they did was turn on the switch. I was then charged £42 (hourly rate). Can they legally charge a call out fee for literally doing nothing? It doesn't seem fair. I realise it is partly my fault for not realising it was just the isolator switch, but I'm not an electrical expert.

priceless 08/05/2012 at 2:46 pm

A retailer has agreed to repair my faulty motorhome but it will lose value on resale. Can I claim compensation?

Floored Editor 08/05/2012 at 10:27 am

@priceless. One would expect a floor of a vehicle to last more than 4 years, so I would say you have a claim for some kind of recompense or repair. The floor is not normally checked at service, but maybe would/should have been picked up at its first/second MOT? Regardless of that, under the sale of goods act, you will have a good chance if you take this further.

priceless 06/05/2012 at 9:36 am

Having bought a vehicle that the manufacturer admits has faulty flooring, 2 years after purchase the floor has failed,and rotted.Dealer refuses liability because we didnt have the vehicle serviced or checked, and says there was nothing wrong with it when sold to us. Normal checks on the vehicle do not cover the underfloor.
We were not advised of this potential defect by either manufacturer or dealer, despite them knowing that we had this floor on our vehicle.They did not recall.Dealer claims fault could have been identified and rectified earlier so they have no liability.We are left with an unsaleable vehicle.The vehicle is 4 an a half years old.
If the floor was faulty and of unsatisfactory quality at manufacture are we now responsible for its failure?

tess 09/03/2012 at 10:45 am

i got a new waahing machine on 29th feb 2012 the drum is broken i got it in argos they want to send out a engrneer but iv said no what are my wrights

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