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Consumer rights successes
This is a space to let us know about your consumer rights successes. Did you manage to get a situation satisfactorily resolved? Tell us how you did it.
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New to the Consumer Rights board? Start here
💬 Handy Forum threads from this board: * How best to post a query on consumer rights * Useful links, resources and FAQs * Quick questions on consumer rights * Do shops have to sell at the advertised price? 🗣Relevant content from MoneySavingExpert.com: * Consumer rights * Section 75 refunds * Visa, Mastercard & Amex…
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Shark Beauty issues
So I ordered an item from Shark's Tiktok shop, apparantly items come from the same warehouse as the website as they are the same company as Shark Beauty. Item became faulty after the 30 day period, they ignored my requests for a refund siting 30 days max, even though I argued it was faulty (Battery would not last the whole…
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Go Outdoors - Annual Membership enducement
Beware people! I have just bought a coat online at gooutdoors.co.uk. There was a full price, and a reduced price for "members". The membership was only £5. So I added it to my order - it was saving me more than the cost of it. 2 hours later I received an email notifying me they had cancelled part of my order, and were…
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What can I claim for lost bus tickets after app update made First Bus app unusable?
Hello all, I've joined so I can ask the collective MSE wisdom about an issue I have with First Bus. Two weeks ago, they released an app update which makes it unusable, it cannot launch on my phone at all. I've raised the issue and been told they're looking into it, with no idea when it will be resolved. I've lost access to…
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Do you get a refund on delivery charges if the item you receive is faulty?
as a quick explanation, I ordered some garden items, and they arrived damaged (cosmetically - badly scratched and peeling paint, with price labels on that pulled all the paint and sheen off when you removed them) I complained to the company and rather than ask me to return them, they have let me keep them and refunded the…
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Withdrawing from used car agreement
Hi all. I’m new here and have joined as I wish to know for certain whether Google is giving me the correct information!! I purchased a car online on the 25th of April. The car was delivered to me on the 27th. After this, I noticed that the alloy wheels were extremely scratched. Plus, there had been a hidden admin fee,…
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MSE News: Claims management companies to be investigated over 'misleading ads and unfair exit fees'
Claims management companies (CMCs) will be investigated by the financial regulator over "poor practices", including "misleading advertisements, aggressive marketing and unfair exit fees". The Financial Conduct Authority (FCA) will also look into whether claims firms should be subject to stronger compensation rules if they…
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'Guarantee' placed on glasses
We have had to switch opticians as previous one closed and they sent our notes to another business. Yesterday I bought new lenses at said business (a +2.5 change) for my current frames. I'm asking whether I'm right to have issue with the cost and the addition of a guarantee. I was not informed about it but on my receipt it…
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Vinted frustration
I purchased an item on Vinted that was misrepresented by the seller. The seller acknowledged that it was not the brand in the listing and agreed to a return but at my own cost. I emailed politely to point out this is quite unfair as my only mistake was trusting what they’d said and would they cover the postage. They…
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Boots Advantage Points Expired... A bit of a rant
Okay, so. I discovered today that Advantage Card Points expire one year after the last purchase, so if you don't buy anything from them for a year, they're gone. Now, it's probably in the small print and definitely in the recorded message when I contacted them by phone to ask about it, so it's clearly my own fault, but I…
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Can online grocery sites change the price of items after being checked out?
Recently Sainsbury’s have changed (increased) the prices of some items after I have placed them in my basket and checked out. I have noticed this happening for the last couple of orders but it’s possible it has been happening for longer. The first time I queried it with Sainsbury’s they claimed that the items were limited…
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Paypal credit fraud letter
A family member has been receiving letters from PayPal Credit over the last 3 months saying payments have been missed and that a £12 late fee has been added to the account. The problem is they do not have a PayPal Credit account. At first, we assumed it was some kind of scam trying to get them to call the number on the…
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Can argos instant voucher be refunded.
Where I work I get access to a website that gives you discounts to different retailers so I bought an argos instant voucher and used it to buy a small outdoor storage shed. When the shed arrived I noticed it was damaged so I contacted argos and they had it collected and refunded the money back to the instant voucher so now…
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Volvo XC60 oil pump failed
I have a 4yr old Volvo XC60 and had a red warning light of low oil pressure and to stop safely. Did as such and AA came to check. Oil full so off to Volvo dealership. Have been told there are slivers of metal in the oil and the engine needs replacing at a cost of £15k! Out of warrenty. Engines not covered on car insurance.…
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Looking for advice for faulty product/ bank charges reclaim
Hello I’m looking for some advice. I purchased a product which developed a fault. The company refuse to replace or repair despite having a 2 year warranty and being 6 months old. Despite trying to resolve with the company, they continued to refuse. I therefore went to my bank to reclaim the charges which it successfully…
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Cult beauty bad return
I ordered and led face mask for £238 after two months it stopped working so I posted it back. After two weeks of chasing them three times they told me it'll be sorted in 48 hours (it wasn't) I finally received an email saying it appears you sent back adidas trainers and the mask you "must've made a mistake"!!! Absolutely…
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Company failing to uphold 5 year guarantee
Hello! We purchased a bathroom from a company who also designed and advised us. After many issues it was finally installed (we sourced the installer as they did not offer installation at the time) but then the shower tray (concrete resin) cracked after c. 14 months. After a lot of to and fro, the company deemed it be…
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Financial Ombudsman Experience (Investigator and Ombudsman decisions)
Hi, I’m just wondering if anyone has had a similar experience and if so what the outcome was please? I’ve just learnt that the individual from the Financial Ombudsman who was dealing with my case was classed as an Investigator and as their decision has been challenged by the other party (an Insurance Company) they’ve had…
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Time sensitive Financial Ombudsman complaint
Hello, To summarise, I submitted a complaint to the finance company on the 3rd of March and after discovering new information through subject access requests I extended the scope of the complaint significantly on the 17th April. Essentially going from misleading vehicle history to irresponsible lending and disputing the…
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Online Retailer provided my refund as a Gift Card
Hello, Can anyone advise on what I can do further. I recently returned an item back to BoohooMan expecting a refund to be sent to the original card payment used for the purchase. However, the refund was given to me as gift card credit. Unfortunately, it was difficult for me to actually speak with a BoohooMAN customer…
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Neato Botvac Connected D7
Has anyone in the UK successfully pursued a refund or Section 75 claim relating to Neato robot vacuums losing app functionality? I bought a Neato Botvac Connected D7a few years back for about £400 from myRobotcenter. The vacuum itself still works but is very limited now, but since Neato shut down the cloud/app services, it…
