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Suprised with Sainsburys response
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trinnylilac
Posts: 1,005 Forumite
I bought an iron from Sainsburys 5 weeks ago and today while using it cauught fire. Luckily my husband was at home managed to grab it and throw it in the garden.
The kids were crying and the whole place smells of burnt plastic,
Anyway I thought I had better call Sainsburys customer services and I am absolutly shocked by their response . The lady said oh dear , just take it back and get a refund and maybe its worth calling the manufacturer.
All I can think of is that this might happen to someone else and its not as if you can douse water on it as its electic. Surely I would have thought they would have wanted to investigate themselves . They would be able to trace people who bought this via their nectar cards .
I have called the Russell Hobbs but they are closed at weekends so will leave untill Monday now.
Has anyone any advise on how to persue this. Not interested in compensation just want to make sure no one has the same thing happen to them or worse.
The kids were crying and the whole place smells of burnt plastic,
Anyway I thought I had better call Sainsburys customer services and I am absolutly shocked by their response . The lady said oh dear , just take it back and get a refund and maybe its worth calling the manufacturer.
All I can think of is that this might happen to someone else and its not as if you can douse water on it as its electic. Surely I would have thought they would have wanted to investigate themselves . They would be able to trace people who bought this via their nectar cards .
I have called the Russell Hobbs but they are closed at weekends so will leave untill Monday now.
Has anyone any advise on how to persue this. Not interested in compensation just want to make sure no one has the same thing happen to them or worse.
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Comments
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What model was it? Put a review of it on on Reviewcentre/Ciao?0
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I am shocked at that response as well, but that's call-centres for you! Luck of the draw if you get a good answer or a bad one with those sort of Customer Service helplines.
I think I would be phoning my local Trading Standards Dept on Monday if I were you. I think they are the right people to investigate this for you.PRIVATE 'PCN'? DON'T PAY BUT DON'T IGNORE IT (except N.Ireland).
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Home»Motoring»Parking Tickets Fines & Parking - read the NEWBIES THREAD0 -
Actually I think the manufacturer should be contacted first. There's no point contacting trading standards if you don't even give the manufacturer a chance to sort it out!! The manufacturer should be able to trace when it was made, and recall any others within that batch, as they could have had some faulty electronics. (Perhaps they unknowingly used counterfeit components or something!?!?!)
Call centres are very hit and miss, and if you called this morning, then you probably got someone with a hangover who couldn't care less!Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
you can pour water on it if you unplug it first - as to the matter of Sainsburys not doing much, they probably are a small part of the retailers that stock the item so go to the manufacturer.0
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Is it the steam generator ? I ask because - mine kept tripping the electrics, and one time, all the light bulbs blew, at that point I took it back !!Debt Free Jan 2010!(Be happy) the state of your life is nothing more than the state of your mind! X:j0
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russell hobbs iron - my russell hobbs kettle caught fire recently as it was coming to the boil - luckily i was in the kitchen at the time!!Dogs return to eat their vomit, just as fools repeat their foolishness. There is no more hope for a fool than for someone who says, "i am really clever!"0
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I thought it was up to Sainsbury to get in touch with the manufacturer..? (Since your contract is with Sainsbury and they have the contract with Russell Hobbs).
The way I've dealt with things there before is to take the item in to the Customer Service desk - they then process a refund and send it off with an explaination to the manufacturer, who will then investigate and issue a recall if necessary.
It sounds like that's what the call handler was trying to say as well (though perhaps they didn't explain very well!). Take it into the store - they will sort it out. Come back here if they don't!
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yes your contract is with the retailer - you're just being a good citizen by reporting it to the manufacturer and warning others. Or are you after compensation?0
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Badger_Lady wrote: »(Since your contract is with Sainsbury and they have the contract with Russell Hobbs)
Thats with the payment side. They would have to refund, which they say they would do.0 -
The iron is one of the newer models. Its a Digital Steamglide Iron no 13608. I do have a feeling it will be a case of heres you refund and thats that. I think I will call Russell Hobbs first and then take back as I will need the money to put towards a new iron .0
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