No M&S refund for faulty goods

hubballi

My wife bought me a Vidal Sassoon self hair clipper that turned out to be not only rubbish but the cutter kept falling out. She took it back with receipt stating the facts. The woman at customer services told her upon inspection it didn't look too bad and they will have to send it to Vidal Sassoon for examination and that I will hear from Vidal Sassoon within 28 days. M&S said because I had used the product there was nothing they can do. You can only know it isn't working properly by trying it.

I thought the contract was between M&S and my wife, not Vidal Sassoon. Besides, it wasn't fit for the purpose. Whatever happened to M&S's no quibble returns policy?

I am sure we are within our rights to have a refund without getting a middle company involved. Should I write to head office?

sweep9

If it's been used a couple of times or its within a couple of days, you can ask for a refund or repair.

If the fault is only minor, you can expect a repair or ask for a refund if the repair goes wrong.

If you've had them a while, you should expect a repair or replacement.

If they can't be repaired, you can ask for a refund.

Consumer Direct