Sportsdirect - Terrible Service - No cash refund 1 day after purchase

jumsta

Along with numerous other complaints that I have with Sports Direct, I purchased 4 items walked out the shop, Checked my receipt and I was over charged by £5.00, I returned to the till, to be told that they only had 1 refund till on the top floor right at the back,
I got to the correct till, while waiting listening the the customers in front arguing about a refund, got to the front of the sue and explained to the member of staff to be told he could correct the mistake but the money i was over charged would have to be refunded on a gift card, even after verifying that I had paid cash, would only refund their mistake of overcharging me by gift card!

I keep saying it, but now i will not allow either myself or family to shop at Sport Direct stores or online

toasterman

Hiya,
Would appreciate some additional eyes over this issue I've just had with Sportsdirect (and I know, I wish I'd checked out reviews of them before I went there. I haven't shopped there before, and I won't be doing so again.)

Yesterday I went in there, looking for a small suitcase.
I want the suitcase to be used as hand luggage on Easyjet. Their requirements are that it be no bigger than 56x45x25cm.
There was a Dunlop one with a sticker on it, saying it was: "50.5cm x 34.5 cm x 19.5 cm" and a picture showing a case with a box around it, suggesting this would be all encompassing the case. It also states it is "cabin friendly", although that's an ambiguous term if ever there was one.
I asked a girl working there if she had a tape measure to measure the case, to make sure it was the right size. She said: "we might have some left at the front". I asked her if the measurements were approximate or accurate. She got a bit agitated and said if it says on it, it would be accurate.
(I work in retail customer service, and I'd be sent for retraining if I was as unhelpful as this at work.)

There didn't seem to be any tape measures at the tills, and there was a queue, so as the label clearly states it is a long way within Easyjet's requirements, I bought the case.
When I got it home and measured it, it is quite a lot larger than the label suggests.
The actual size of this (all encompassing) is: 59.5 x 39 x 17 cm.
Even if you exclude the wheels and handle (although they aren't removable without damaging the case), the size of the material case is: 54cm x 38 x 17cm. Still bigger than specified on two of the sides.

So realising this wouldn't be any use to me, today I attempted to return the case, but was told they could not issue me a refund, as the product wasn't faulty, and they "don't do refunds" except if they're faulty.
I admit I was taken aback and said "is that even legal?"
She told me they comply with the law, but don't do refunds (unless the items are faulty).
However, with no obvious way to measure the product in store, and written sizes clearly listed on it, surely this is a product which is sold "not as described"? And thus breaking the law under the sale of goods act?
I declined the offer of an exchange (there is nothing else I want to buy from this company - it's mostly gaudy leisurewear), and am now continuing my search for a refund.

Any thoughts? I think I'm in the right here.

Valli

toasterman wrote: »

So realising this wouldn't be any use to me, today I attempted to return the case, but was told they could not issue me a refund, as the product wasn't faulty, and they "don't do refunds" except if they're faulty.
I admit I was taken aback and said "is that even legal?"
.

Yes; they are within their rights to refuse to refund non-faulty goods purchased in store.

However - if you were mislead by the label then possibly they should replace. Check the label carefully - were these the external or internal dimensions?

shaun_from_Africa

Any thoughts? I think I'm in the right here.

It might not be faulty, but it cartainly sounds as if it's misdescribed, and as such you are legally entitled to a full refund. (Sale of goods act S13)

13 Sale by description.
(1)Where there is a contract for the sale of goods by description, there is an implied [F9term] that the goods will correspond with the description

The act also gives you a chance to examine the goods to check that they are as described, and if they are not, you can legally refuse to accept them, again being entitled to a full refund

34 Buyer’s right of examining the goods.E+W+S+N.I.

• F33. . .
• Unless otherwise agreed, when the seller tenders delivery of goods to the buyer, he is bound on request to afford the buyer a reasonable opportunity of examining the goods for the purpose of ascertaining whether they are in conformity with the contract [F34and, in the case of a contract for sale by sample, of comparing the bulk with the sample

I would suggest that you print out the relevant parts of the act and go back to the store and ask to speak to the manager.
Inform them that unless they honour their legal obligations them you will report them to Trading standards.
http://www.legislation.gov.uk/ukpga/1979/54

toasterman

The goods were visibly seen in the shop, but I didn't have the opportunity to verify the claims as made. However, who would, unless they took a tape measure with them?

This is the sticker that is on the case, showing the picture of the case fitting within a typical airline's requirements, along with the specific measurements (even down as far as 0.5 of a cm):

toasterman

Valli wrote: »

Yes; they are within their rights to refuse to refund non-faulty goods purchased in store.

However - if you were mislead by the label then possibly they should replace. Check the label carefully - were these the external or internal dimensions?

They have offered a sales/giftcard for use in store, but there's nothing in their gaudy overpacked leisurewear store I want. I want either the product I paid for (the one described on the label - which they evidently don't have), or my money back.
They had a smaller case, but it's a bit too small, and it's £4 less. As they "don't do refunds", that means I'd have to overpay for a smaller case (still not getting what I've paid for). So I'm still down £4, because of their bad labelling.

Valli

Given then, that the bag is misdescribed (to be fair, probably by the manufacturer but nevertheless as a retailer SD have to accurately describe) then I would return and ask for a refund as you now need to purchase a suitable item elsewhere - or you will be contacting Trading Standards.

I assume (I hope) you already refused their offer of store credit?

toasterman

Valli wrote: »

Given then, that the bag is misdescribed (to be fair, probably by the manufacturer but nevertheless as a retailer SD have to accurately describe) then I would return and ask for a refund as you now need to purchase a suitable item elsewhere - or you will be contacting Trading Standards.

I assume (I hope) you already refused their offer of store credit?

The suitcase is branded Dunlop. According to Wikipedia (and various other sources), Dunlop is owned by SportsDirect, so the manufacturer and retailer is the same.
I did refuse their offer of exchange/store credit, and left with my receipt and suitcase.

I'm a bit concerned that I did have the opportunity to view the item before buying, but something as specific as sizing is impossible to do by eye? It'd be like buying something "ashphalt grey", and getting it home to find it's "burnt slate". It might well be indistinguishable without additional measuring devices.

Valli

toasterman wrote: »

The suitcase is branded Dunlop. According to Wikipedia (and various other sources), Dunlop is owned by SportsDirect, so the manufacturer and retailer is the same.
I did refuse their offer of exchange/store credit, and left with my receipt and suitcase.

I'm a bit concerned that I did have the opportunity to view the item before buying, but something as specific as sizing is impossible to do by eye? It'd be like buying something "ashphalt grey", and getting it home to find it's "burnt slate". It might well be indistinguishable without additional measuring devices.

Viewing the item, and reading the label mislead you into thinking it was the size you needed.

Not the same as colour, which is more based on opinion anyway.

They should refund.


In fact page 5 of this leaflet (on Sale of Goods Act) states that if goods don't match the description then they ARE faulty!
You have a legal right to repair, refund or replacement. repait is not relevant; thay are unable to provide a correctly-sized item so you're entitled to a refund.

Kite2010

They should refund, but getting a refund out of them will be like getting blood out of a stone.

Best solution is to complain via head-office or on Facebook/Twitter.