comet"restocking" fee

consumer_1970

Hi, I'm new to this forum, very impressed so far.
Just wanted to let people know about Comet stores refund policy. I bought a microwave, took it home and it was unsuitable. It was out of the box less than 5 mins then repackaged EXACTLY as before. No damage to anything.
Returned with it to Comet within a couple of hours from purchase.They charged me a 10% fee to repackage and restock the item. I would have sellotaped it up for them as it would not have cost 10%! No one makes you aware of this policy before you buy, I wouldn't have bothered otherwise.
So be aware of this before purchasing from Comet stores, their policy is different online, I wish I'd known. I could understand if there was any damage to the packaging as it would be harder to resell but since it was perfect, I can only conclude that Comet are out to profit from their customers need to have some choice in what they purchase. I've written to Comet Head Office but I'm not holding out for a reply.

pinkshoes

It wasn't perfect when you returned it because the box had been opened. I wouldn't be happy buying a product that someone had already taken home and opened.

The dimensions are on the description, as is the power rating etc... and you could have looked at the display model in the shop, so what was it that "wasn't suitable"?


Comet would have refunded you had you returned the product in perfect condition how you bought it from the store i.e. with the box unopened.

It states on their website on their Q&As:

My product works fine but it just doesn't suit my needs so I'd like my money back. In addition to our repair policy you have a right (under the UK Distance Selling Regulations ) to cancel your contract for any of the items you order within seven working days of the day we deliver them to you. This applies to products bought online or through the call centre, however, we regret that we cannot accept cancellations and return of video, DVD, audio, video game or software products if the seal on the item has been broken.

lin473

consumer_1970 wrote: »

Hi, I'm new to this forum, very impressed so far.
Just wanted to let people know about Comet stores refund policy. I bought a microwave, took it home and it was unsuitable. It was out of the box less than 5 mins then repackaged EXACTLY as before. No damage to anything.
Returned with it to Comet within a couple of hours from purchase.They charged me a 10% fee to repackage and restock the item. I would have sellotaped it up for them as it would not have cost 10%! No one makes you aware of this policy before you buy, I wouldn't have bothered otherwise.
So be aware of this before purchasing from Comet stores, their policy is different online, I wish I'd known. I could understand if there was any damage to the packaging as it would be harder to resell but since it was perfect, I can only conclude that Comet are out to profit from their customers need to have some choice in what they purchase. I've written to Comet Head Office but I'm not holding out for a reply.

I would feel annoyed about that too!
It is usual to expect a refund with a receipt if you change your mind.
I would be much more cautious about buying an item if I was a bit undecided.
Otherwise I would risk it because I know I can take it back.

xxlaurissaxx

pinkshoes wrote: »

It wasn't perfect when you returned it because the box had been opened. I wouldn't be happy buying a product that someone had already taken home and opened.

The dimensions are on the description, as is the power rating etc... and you could have looked at the display model in the shop, so what was it that "wasn't suitable"?


Comet would have refunded you had you returned the product in perfect condition how you bought it from the store i.e. with the box unopened.

It states on their website on their Q&As:

My product works fine but it just doesn't suit my needs so I'd like my money back. In addition to our repair policy you have a right (under the UK Distance Selling Regulations ) to cancel your contract for any of the items you order within seven working days of the day we deliver them to you. This applies to products bought online or through the call centre, however, we regret that we cannot accept cancellations and return of video, DVD, audio, video game or software products if the seal on the item has been broken.

It only says there about software and game consoles. Nothing about Microwaves? or anything else? Maybe im being silly but surely if the op complained with that quote they should refund as they never stated a microwave. They should change it to any item.

Mark7799

lin473 wrote: »

I would feel annoyed about that too!
It is usual to expect a refund with a receipt if you change your mind.
I would be much more cautious about buying an item if I was a bit undecided.
Otherwise I would risk it because I know I can take it back.

Sorry but it isn't!

Retailers aren't under any obligation to refund unless goods are faulty.

Sooler

The online T&C's don't apply to stores.
Distance Selling Regulations applies to products bought online or through the call centre

lin473

Mark7799 wrote: »

Sorry but it isn't!

Retailers aren't under any obligation to refund unless goods are faulty.

That is quite correct.
However most reputable companies will offer refunds for change of mind.
It is good customer service.

dinglebert

lin473 wrote: »

That is quite correct.
However most reputable companies will offer refunds for change of mind.
It is good customer service.

Apart from Argos, most companies will not give you your money back if you change your mind. Some will give you vouchers but only if the goods are returned as you got them.

fruity1_2

I purchased an 'Iron' from Comet, changed my mind, took it back several days later and received a full refund! I wouldn't have accepted the 10% charge, walked out with the goods and phoned their Head Office. I can understand that goods have to be in a saleable condition however returned in its original packaging, is. How many times do you see goods that have been opened in stores by the general public and then just left!

kr15snw

If the box has been opened they cannot sell it on for full price. Hence they wont give you a full refund.

If you see a box has been opened would you buy it? Or would you think 'whats wrong with it?'.

Most shops dont allow a 'try before you buy' option.....

Would you buy a pair of trainers, take them for a walk then decide you dont like them? So try to return? Nope...

Sooler

kr15snw wrote: »

If the box has been opened they cannot sell it on for full price.

That's what the stores tell you, but they do, they just stick the box back together with tape. Argos do this.