Consumer Rights: MoneySavingExpert.com discussion

wilt44

Can anybody please help me. I recently purchased a fridge/freezer for my mother from Currys. I paid for the item on my debit card and as far as that was concerned that was the end of the transaction. Since then I have had 3 payments taken via direct debit for £1.99 per month for there coverplan scheme. I have not agreed to this and have not signed anything to say that I would like it. Now at the end of the day it is only £1.99 but that isnt the point. My problem is that they have taken the coverplan scheme without me authorising the payments. What should be my next step. I have spoke to the bank and they have said they only keep direct debit request for 30 days and that has now passed. What should I write to Currys.Should I first ask for a copy of the agreement for the coverpaln or what.

I an fuming and would really appreciate some advice on my next step

Art_2

wilt44 wrote: »

Can anybody please help me. I recently purchased a fridge/freezer for my mother from Currys. I paid for the item on my debit card and as far as that was concerned that was the end of the transaction. Since then I have had 3 payments taken via direct debit for £1.99 per month for there coverplan scheme. I have not agreed to this and have not signed anything to say that I would like it. Now at the end of the day it is only £1.99 but that isnt the point. My problem is that they have taken the coverplan scheme without me authorising the payments. What should be my next step. I have spoke to the bank and they have said they only keep direct debit request for 30 days and that has now passed. What should I write to Currys.Should I first ask for a copy of the agreement for the coverpaln or what.

I an fuming and would really appreciate some advice on my next step

Contact your bank and make sure they can't take any more payments. Then write to Currys telling them you did not give authority and want the payments refunded.

There is always the possibility that one of the pieces of paper you signed when you made your purchase actually gave them their authority. Check it out.

Regards,
Art.

saintscouple

Hi,

When mowing the lawn yesterday, my flymo decided start smoking and then promptly cut-off. I called Flymo who advised that they would send a letter to me as authorisation of an exchange or refund from B&Q where i had purchased it from.
They did say i would need my reciept, though luckly i did pay by debit card and have located the transaction on my bank statement - thus proof of purchase obtained;)

However -
I purchased the mower in one of B&Q's going going gone sales for £30 last August (link)
They no-longer stock this product, and if a refund is given i'm not going to get very much for £30.

Thus do i have any rights to demand a replacement product at their choice of equal or greater specification?

I don't mind if they can fix it - though when i phoned Flymo they advised to fix it wasn't an option.
But if B&Q refuse to replace and insist on a refund, can i get back in touch with Flymo and insist that they replace it? and if i do this do i lose any rights with B&Q on refusing a refund?

Thanks in advance for any advice and suggestions.

Sc

saintscouple

saintscouple wrote: »

Hi,

When mowing the lawn yesterday, my flymo decided start smoking and then promptly cut-off. I called Flymo who advised that they would send a letter to me as authorisation of an exchange or refund from B&Q where i had purchased it from.
They did say i would need my reciept, though luckly i did pay by debit card and have located the transaction on my bank statement - thus proof of purchase obtained;)

However -
I purchased the mower in one of B&Q's going going gone sales for £30 last August (link)
They no-longer stock this product, and if a refund is given i'm not going to get very much for £30.

Thus do i have any rights to demand a replacement product at their choice of equal or greater specification?

I don't mind if they can fix it - though when i phoned Flymo they advised to fix it wasn't an option.
But if B&Q refuse to replace and insist on a refund, can i get back in touch with Flymo and insist that they replace it? and if i do this do i lose any rights with B&Q on refusing a refund?

Thanks in advance for any advice and suggestions.

Sc

No advise needed now.
The letter didn't arrive from Flymo today although i wanted to complete my grass cutting, so phoned them up and they emailed me the copy.

I went in to B&Q, and they phoned the dealer line for Flymo to verify the email. It was confirmed with Flymo that as B&Q no longer stocked this product that all they could offer was my £30 refund.

I spoke to the manager and stood my ground that this was unacceptable as i had purchased a lawnmower and for the £30 i wouldn't be able to get another.

They then offered 10% off the price of a new lawnmower - which again i refused - but nice chap as the manager was, called B&Q complaints for me and they authorised a brand new Flymo Compact 330 to be given to me as a suitable replacement.

Well chuffed i stood my ground, and now have a new £60 lawnmower - for which i'm about to register online, whilst the wife is outside cutting the grass - Happy Days

NotSoNiftyAtBeingThrifty

Have read the articles but still not clear where I stand...

I bought a steam vacuum cleaner from an online retailer that I took possession of on Weds last week. I paid £419 for the top of the range model. Tried it out yesterday and was very disappointed - it was very unweildy and badly designed and took me more than twice as long to clean my sons highchair to a less satisfactory level than my old mid-range, non vacuum steamer. The vacuum part got in the way of the steam nozzle meaning that I could not use the "nitty gritty" tool, because the vacuum nozzle attached to it sticks out by about 5 inches. Additionally one of the extension sections would not "catch" when you screwed it on. When I tested the machine on the floor on all the various combination of steam and suction levels and I was just distinctly underwhelmed - felt like I had just wasted £419 and wanted my old one back, which was a shame as I had just sold it.

In many respects the new one is very swanky - materials and build quality etc but it just doesn't work very well. I would even want to keep it if it did not have this ridiculous design where you are constantly kept 4-6 inches away from where you want be steaming and scrubbing. Effectively within 15 mins of getting it running I had the sinking feeling that I have saddled myself with an expensive white elephant.

It's only been tried out once, it is not dirty ( I cleaned out the tubes and everything as best I could see. Most of the labels are still on it, I still have the original box but not the plastic that the accessories were sealed in and not some of the packing cardboard inside the box itself.

Can I return it to the company and ask them to exchange it for a model which does not have the stupid vacuum function (basically Polti haven't come up with a good workable design in my opinion). I am afraid they will say (as they said on their website) that they cannot accept returns once an item has been used. But does that apply if I only want to return it because it is crap, and swap it for something else that I can actually use?

Art_2

NotSoNiftyAtBeingThrifty wrote: »

Have read the articles but still not clear where I stand...

I bought a steam vacuum cleaner from an online retailer that I took possession of on Weds last week. I paid £419 for the top of the range model. Tried it out yesterday and was very disappointed - it was very unweildy and badly designed and took me more than twice as long to clean my sons highchair to a less satisfactory level than my old mid-range, non vacuum steamer. The vacuum part got in the way of the steam nozzle meaning that I could not use the "nitty gritty" tool, because the vacuum nozzle attached to it sticks out by about 5 inches. Additionally one of the extension sections would not "catch" when you screwed it on. When I tested the machine on the floor on all the various combination of steam and suction levels and I was just distinctly underwhelmed - felt like I had just wasted £419 and wanted my old one back, which was a shame as I had just sold it.

In many respects the new one is very swanky - materials and build quality etc but it just doesn't work very well. I would even want to keep it if it did not have this ridiculous design where you are constantly kept 4-6 inches away from where you want be steaming and scrubbing. Effectively within 15 mins of getting it running I had the sinking feeling that I have saddled myself with an expensive white elephant.

It's only been tried out once, it is not dirty ( I cleaned out the tubes and everything as best I could see. Most of the labels are still on it, I still have the original box but not the plastic that the accessories were sealed in and not some of the packing cardboard inside the box itself.

Can I return it to the company and ask them to exchange it for a model which does not have the stupid vacuum function (basically Polti haven't come up with a good workable design in my opinion). I am afraid they will say (as they said on their website) that they cannot accept returns once an item has been used. But does that apply if I only want to return it because it is crap, and swap it for something else that I can actually use?

Yes, you can reject it under the distance selling rules. Sorry I don't have these to hand as I am in the US and not able to access any files. Google them and you should find them. Don't leave it too long you have 7 days to contact the company.

Regards,
Art.

angeleyezx

Advice needed want a refund
Hola, I do apologise, I really didn't know where to put this

Well 2nd January I ordered some glasses(designer frames) from The Optical Store and I received the following email:

"Here is your receipt. It should take around two - three weeks. It normally
takes less time than this but everyone and their dog seems to want their
glasses at the moment so hence the length of wait has increased."

After 3 weeks I gave them a call and they said sorry and that it should be another couple of weeks.

After 3 weeks I called again and explained, the Lady said sorry, as they should have contacted me to say the frames I ordered wasn't in stock of was on order from the manufacturer, I said I needed them to drive with so they sent me complementary frames to 'tide me over' for the next two weeks.
After original glasses hadn't arrived I called and tried to just cancel the order and she then said have you thought about other frames, Ill email them to you, I think the ones you chose are going to be to big for your face .
Well she didn't email I called again and she had forgot, I asked to cancel again and she said that the frames had already been made now and the frames I ordered had come in,but would prob be too big so I should look at the ones she's going to email, she also put into her email that could I make my way down there to have them 'fitted' and try on different frames.
I don't have the time right now, and tho whole point of using the net was that I didn't have to do that.

The reason I ordered the glasses is because they looked nice and was a Xmas pressie from my Nan, I don't want any ole designer frames for the sake of it, if I cant get ones that fit right and make me feel good then I'd rather not put that amount of money into them!

Now seeing as they have made the lenses and sent me complimentary glasses, where do I stand with trying to get a refund?

pls help, cheers

QQQ

Hi everybody.

I have arrived to the UK not so late and thought that consumer law here protects buyers perfectly well. But that was before I've bought a kite at a sports shop called Spots Direct, it was flying spin only and I've decided to return it to the shop before 28 days after purchase. The woman in the shop was extremely unfriendly and offensive and said that there is nothing faulty with the kite. I've told that I will complain and asked to tell her name but she replied that she is a manager of the shop and that's enough to make a complaint.

As I realized from this forum it is useless to complain to their head office, they seem to be not willing to change anything, but are there any effective mechanisms to make a complaint in the UK?

For example, in my native country there is a so-called 'Feedback book', where every customer can write a feedback and then this book is checked not only by shop manager but by state regulators. And most of the problems will be solved just after a customer asks to give him this book or just mention he is willing to complaint to state regulators.

Are there any similar effective mechanisms in the UK when shop management including senior ones is not cooperative to fix the problem? Which organizations should investigate such problems? Are these ways really effective?

Thanks in advance.

Woby_Tide

Sports Direct normally have signs at the tills detailing their refund/exchange policy. I think it's pretty clear they don't refund unless faulty. Morally it's a problem but legally there isn't much a consumer can do bar heed the warnings

similar vent here
http://forums.moneysavingexpert.com/showthread.html?t=655875

BARGAINHUNTER!

If the kite is faulty or 'not as described' then you are entitled to either a refund or a replacement. However, if you have simply changed your mind it is at the shops discression. Most shops will be happy to give you a refund or exchange if you have your recipt and have simply changed your mind - however Sports Direct will only refund you if the item is faulty. if you believe that the kite is faulty you should go back to the shop (with your receipt and within a reasonable period of time), explain to the manager that the kite is faulty and she should either refund you or allow you to exchange it for a non-faulty one. If she does not, tell her that you will be contacting Trading Standards. Did the lasy not have a name badge on?