Consumer Rights: MoneySavingExpert.com discussion

Art_2

disconsloate wrote: »

hi. Thanks for your reply. However, i'm scared and shy...(btw i'm a wee lil teenager). lol...no good at complaining. However, this is a urgent matter, as i require a bag for college. Please can you advise me on what to do/say? I really need to fix this. I want to go to Ted Baker shop tomorrow.

Can anyone give me some advice or anything as i don't know what to say/do

If you're worried then ask someone to go with you but initially go to the shop and see what they say.

Regards,
Art.

disconsloate

custardy wrote: »

no need to get wound up
go in with your receipt (keep it in your pocket until asked for it) and say you bought this bag on X date and unfortunately theres a fault with it
then wait for their response and see where it goes
if you dont like their response or get flustered then say you will think it over (eg if they dont just offer a replacement) and come back for more advice

Thanks Custardy and Art for your replies....but nothing worked. I went to the Ted Baker shop today...and the manager told me to "go" basically. He then goes if I have a problem i should speak to customer services (gave me a telephone number) and walked off.

Initially, i went and spoke to the cashiers. I explained my problem and they looked at the bag...(sorry I'm a newbie...how do i upload a pic on MSE?)..and they agreed that there is a problem. I then went on to say how this is the second bag i got (i.e. first bag had same problem, and cashier then said because that bag was the display bag, it was slightly worn out already. she allowed me to get a replacement). He then called the manager who observed my bag fully...and looked at my face....he then threw my bag back on the worktop and said "yh...wot do u want?"

i wasn't really expecting him to pretend we're mates...but a simple hello might be nice. He looked at me...and personally i believe he was taking out personal anger on me. Long story short...i told him how i use the bag rarely...and he rudely yelled back saying the bag was "worn and torn". This is not acceptable by any standards...yet still i never raised my voice. After a good half an hour speech from him telling me what wear and tear is...he eventually shouted..."look yh...i'im the manager, and my desicion is final. You are not going to get your money back or an exchange. If you got a problem, go call customer services..."...and he walked off.

The cashier thjen wrote the number down for me...and escorted me to the door.

Please tell me what i can do now. I am very very unhappy with the way they treated me. Also, if i can upload the pics of my bag...and i can get a third person's opinions please.

Thanks :@

custardy

nows the time to send a letter to their head office via recorded delivery
explain your problem,include photos and include a transcript of what happened at the store including times,dates and any names you know

looking at their site you may need to call CS to get an address
you may want to try emailing via the site in the first instance and seeing what response you get
some companies are better than others

amber_a

Hi, dont know if this is the right section to post it on but here goes....
i had minor roof works done by a roofing company, this was last nov 09. (i couldnt claim on my insurance because it was an old defect) my roof is still leaking, i have contacted this company several times, they keep saying they 'will come out today' then they'll say 'we'll be there in an hour', this is on-going and becoming really ridiculous now. i wasnt given a contract to sign when they did the works, i was promised that there would be no leaking after they were finished with it, but there is in 3 places, like it was before. they have given me a guarantee for 15 years, i told my insurance company and they are saying that the address on the guarantee is not valid. i dont know what to do now, any suggestions?

Art_2

disconsloate wrote: »

Thanks Custardy and Art for your replies....but nothing worked. I went to the Ted Baker shop today...and the manager told me to "go" basically. He then goes if I have a problem i should speak to customer services (gave me a telephone number) and walked off.

Initially, i went and spoke to the cashiers. I explained my problem and they looked at the bag...(sorry I'm a newbie...how do i upload a pic on MSE?)..and they agreed that there is a problem. I then went on to say how this is the second bag i got (i.e. first bag had same problem, and cashier then said because that bag was the display bag, it was slightly worn out already. she allowed me to get a replacement). He then called the manager who observed my bag fully...and looked at my face....he then threw my bag back on the worktop and said "yh...wot do u want?"

i wasn't really expecting him to pretend we're mates...but a simple hello might be nice. He looked at me...and personally i believe he was taking out personal anger on me. Long story short...i told him how i use the bag rarely...and he rudely yelled back saying the bag was "worn and torn". This is not acceptable by any standards...yet still i never raised my voice. After a good half an hour speech from him telling me what wear and tear is...he eventually shouted..."look yh...i'im the manager, and my desicion is final. You are not going to get your money back or an exchange. If you got a problem, go call customer services..."...and he walked off.

The cashier thjen wrote the number down for me...and escorted me to the door.

Please tell me what i can do now. I am very very unhappy with the way they treated me. Also, if i can upload the pics of my bag...and i can get a third person's opinions please.

Thanks :@

Write to their head office, recorded delivery, at:
The Ugly Brown Building
6A St. Pancras Way
London
NW1 0TB

Address your letter to Ray Kelvin.

Tell him the details and state you are rejecting the bag as 'not fit for purpose' and 'not of merchantable quality'. Inform him of your encounter with the shop.

tell him you want a refund/replacement and if the matter isn't dealt with satisfactorily within `10 days you will go to the Small Claims Court.

You haven't said how much the bag was and how you paid for it. If it was £100+ and you paid with a credit card then your card company is also liable so copy them in on the letter to Ted Baker and ask them to get involved.

Regards,
Art.

Art_2

amber_a wrote: »

Hi, dont know if this is the right section to post it on but here goes....
i had minor roof works done by a roofing company, this was last nov 09. (i couldnt claim on my insurance because it was an old defect) my roof is still leaking, i have contacted this company several times, they keep saying they 'will come out today' then they'll say 'we'll be there in an hour', this is on-going and becoming really ridiculous now. i wasnt given a contract to sign when they did the works, i was promised that there would be no leaking after they were finished with it, but there is in 3 places, like it was before. they have given me a guarantee for 15 years, i told my insurance company and they are saying that the address on the guarantee is not valid. i dont know what to do now, any suggestions?

Firstly you should have checked this company out before placing your order with them. How much did the work cost you?

Regards,
Art.

yellowplum

I really just wanted to ask something in relation to the article and the Distance Selling Regulations. I have recently come to the conclusion that no one really (after all these years that the regulations have been about) implements them correctly.

I have been to various sites and read the terms and conditions of return, you either get no adherence to the regulations at all, or you get partial adherence - mainly that they either won't refund postage costs (which clearly form part of the contract under the regulations) and/or demand that you return the items in the original packaging (which is not required either)

What I wanted to know is who do you complain to about a company that doesn't adhere to the regulations. As far as I am aware the OFT does not accept formal complaints from consumers.

Does anyone know?

Art_2

yellowplum wrote: »

I really just wanted to ask something in relation to the article and the Distance Selling Regulations. I have recently come to the conclusion that no one really (after all these years that the regulations have been about) implements them correctly.

I have been to various sites and read the terms and conditions of return, you either get no adherence to the regulations at all, or you get partial adherence - mainly that they either won't refund postage costs (which clearly form part of the contract under the regulations) and/or demand that you return the items in the original packaging (which is not required either)

What I wanted to know is who do you complain to about a company that doesn't adhere to the regulations. As far as I am aware the OFT does not accept formal complaints from consumers.

Does anyone know?

If it's a specific complaint talk to your local Trading Standards Dept. They should be able to help.

The government is presently reviewing the working of the DSR so is gathering evedece from all sources. Write to the OFT and let them know of your concerns.

Regards,
Art.

yellowplum

Art wrote: »

If it's a specific complaint talk to your local Trading Standards Dept. They should be able to help.

The government is presently reviewing the working of the DSR so is gathering evedece from all sources. Write to the OFT and let them know of your concerns.

Regards,
Art.

Thanks it was a general complaint about a company rather than a personal one.

What is the government doing with DSR currently then?

jj1979

I recently had an email inviting me to look at a new range of clothing from a very famous outdoor brand. On viewing their online catalogue I noticed that one of the items was displaying the price as £0.00 + free p&p. Chancing it I added a few into my basket, went through the checkout, and the order went through stating that no payment details were required as the amount was £0.00. I couldn't believe it when the items arrived a few days later.
Do I now legally own them as their terms and conditions state that the contract is agreed when the goods are shipped? I've found lots of information on errors with low prices and companies cancelling orders, but nothing about £0.00 prices and the goods actually turning up. Where do I stand legally?