returning a faulty item

[tweenyb]

hi all

i am a bit baffled andwondering if you can help. Last tuesday I bought 2 items from a fashion store (a handbag and a cardigan) yesterday I went to use the new handbag and noticed it was damaged. I returned it to the store today with both receipts (card and till) and asked for my money back.

I was told this is not store policy I can have another bag or a credit note.

I am pregnant and the only thing that actually fits me in this store I bought last week (actually even if i wasnt pregnant i wouldnt wear the teenagerish skinny clothes in the store). I really liked the bag but it clearly lacks quality so i do not want one the same and i do not want another bag as this was the only one i liked (yes i know im fussy but again its more a shop for teenagers).

What are my rights? Am I entitled to a refund as the product is broken (not through wear and tear as it didnt even last a week).

looking forward to hearing from you

[redcrx]

as it was broken you are entitled to a refund rather than an exchange
http://webarchive.nat...sheets/page38311.html

[ubasses]

http://www.thesite.or...andbuy/consumerrights
The above site should help you. I think there is something on the Martin lewis money website as well.

[redman41]

Good advice from redcrx and ubasses !

[yogi-bear]

Afternoon, tweeny

In addition to the above excellent advice, look at this.........2nd section down....

'When you find a fault'

and reasonable time also permits you a refund.

I would print this off and take it to the shop......ask to see the Manager....if they dont give a refund, tell them you'll take it further and speak to Office of Fair Trading for them to action as well as the local press.

Should shift 'em and good luck :0)

[yogi-bear]

Here's the link....


http://www.consumerri...o.uk/FaultyGoods.html

[Jemisa]

They won't give you 'cash in the hand' refund if you bought it on a card (credit or debit) they refund it to the account.
Even M&S won't, it goes back in the account.

[I.Don No]

when a shop assistant says 'it is not store/company policy' the phrase means diddlysquot. With faulty goods you are allowed a full refund in law, no matter you are told in store.

[Oneeyedvic]

The only caution I would add to the above excellent advice, is when / how this was damaged.

I have been on the reverse side of this, where a customer came in, purchased a glass bottle of orange juice and then tried to return it an hour later as it had a big crack down the side. Now it was obvious to me that she had done this herself - the crack was massive and I am certain that I (or indeed she) would have spotted it before putting it in the bag for her. I therefore refused to give her a refund. She called Trading Standards, who came in to the shop. I explained why I wasn't giving her a refund and they were happy with that and never took it further.

Wear and Tear is often difficult to work out - some companies will just accept it, some won't. As someone who sees a lot of customers in my shop, I will normally refund unless I feel that someone is 'trying it on'

[tweenyb]

hiya

thank you all for your help and advice... I have printed out lots of info and highlighted the relavent bits and pieces. I have also contacted trading standards to get a complaint no.

I am aware if bought on card it needs to go back on the card and thats fine with me, i just want my money back. The bag was used twice, hardly had anything in it and i noticed it was broken on second use, hence returning iut 7 days after purchase.

I will take my paperwork, bag and receipts and go back tomorrow.


oneeyedvic i too have been on the other side of this where someone bought a bag of crisps and came back with an empty packet 20mins later and said they didnt last to its sell by date (because the little monster ate them) and people get quite nasty and very rude but i have a genuine complaint.

cheers all once again, ill let you know how i get on

[Michellesrights]

I bought a ted baker bag from house of Fraser for £129.00 in November 2011. I have just noticed that one of the straps on the bag has now got a teer in it. I have stopped using the bag else it will teer more an actually break. I have not missused the bag or over weighed it with belongings. I would say this is not wear and tare I've not owned it long enough fo this. Do I have any rights to get this exchanged in the shop??

[tweenyb]

I think you need to contact trading standards as it is hard to prove how much the bags been used and how heavy the items you have put in the bag are.
Good luck!