Desperate advice required in regards to refund

shesbenevolent

Hey there.

I am a pretty fed up customer right now. In May I bought a badge maker from Blank Badges. I was starting my own custom badge making business and so went for a fairly high price badge machine. I received the machine, and the first time I tried to make badges, they all split. The plastic would come away from the badge and the paper would be sticking out. Some even fell apart completely, or didn't even join together in the first place. The badges were not of selling quality, or even quality that I could keep for myself. I have since then been in constant email communication. I had wasted so many components which don't come cheap.

Each time I emailed, I was quizzed on whether I was using the machine properly. I can confidently say I have done everything correctly and as was suggested to me. I was fobbed off with excuses and eventually, after a month of emails, they agreed to take back my machine and check to see what was wrong with it. It was taken away on July 11th and I heard nothing. So finally on July 19th I emailed them. On July 21st they contacted me saying they didn't have the machine, they would look into it. July 22nd they confirmed it was still at the depot. They hadn't bothered to pick it up, it had been sitting there for a week. All this time, I could not take orders, yet had invested hundreds into the machine. I finally received the machine on August 5th and had been told parts had been replaced. I tried the machine out and once again, all the badges were splitting. I had to refund orders and had finally had enough of the company. I then sent an email to say I would like a refund and I would like them to arrange collection of the machine for me as it had not provided the service promised. I then received this email:

Hello Kate,

I have already picked up and sent the machine back to you at my expense. Having checked your machine over I can find no problem with it. I have supplied over 1000 of these machine with many hundreds of thousands of components without complaint so can only assume that it is user error.

I am being more than amicable by offering to refund the machine that I can find no problem with, so ask you to return it to me in its original box and packaging.

Kind Regards

Peter
https://www.blankplastic.co.uk blank promotional products
https://www.blankbadge.co.uk button badge machines & component

I am so disgusted that I have spent hundreds and lost money, and I am being blamed for the machine not working. If it was my fault, why were parts on the machine replaced? Why did they never get in touch when promised? Why should I pay postage?

Does anyone know what sort of rights I have? I am not willing to pay the postage to send this machine back and I feel I should have all of the components collected with it and refunded too.

I was trying to make a bit of extra money for myself as a student on my own initiative and I feel like I've been smacked in the face.

Thank you so much for your help.

Kate.

hollydays

How did you pay?
Who recommended this machine to you?
I think taking orders before you had even tried this enterprise was remarkably short sighted.

Brooker_Dave

shesbenevolent wrote: »

Does anyone know what sort of rights I have? I am not willing to pay the postage to send this machine back and I feel I should have all of the components collected with it and refunded too.

Just send it back for a refund.

Problem solved.

pinkshoes

Could you not take it back in person, and give them a personal demonstration on why it doesn't work? Take along plenty of components, and ask them to show you how it works. If they can't do it, then you should persue it further.

Are you using their recommended components?

Brooker_Dave

pinkshoes wrote: »

Could you not take it back in person, and give them a personal demonstration on why it doesn't work? Take along plenty of components, and ask them to show you how it works. If they can't do it, then you should persue it further.

Are you using their recommended components?

It's a business to business transactions, so her options are limited, given they have graciously offered a refund on return, that's her best and possibly only option.

hollydays

Ask them to send you a freepost label

Tozer

hollydays wrote: »

Ask them to send you a freepost label

Not sure why they should. They can't find a fault.

hollydays

Tozer wrote: »

Not sure why they should. They can't find a fault.

True.........................

Sssssss

mdbarber should be along soon to help here, he's had similar problems I believe,