89 year old being ripped off-your opinions

hollydays

Need advice here as I am furious.My 89 year old neighbour,arthritic and deaf received a "damart" catalogue through the post.She order a thermal top,but when it arrived she didnt like it.In addition they sent her a free gift, a crummy footstool, and a second free gift for some reason,a handbag.She\ asked me to fill in the box which said why it was being returned.I read through all the form,but there was nothing about returns.Her friends seemed to be under the impression she could sent it back.Postage cost her £4.97 which she can ill afford.Nowhere on the form did it say anything about keeping the free gift,and she was just doing what was right,in her eyes.Shes just come round to me with the postage receipt,having been told by her friends the postman should have given her a returns label.Have just offered to ring damart for her .They agreed that nowhere on their paperwork does it say you can keep the free gift and say she should have rung them.i explained she is deaf and they said i should have done it.Bloody cheek!I saw they have an email facility so asked could they email me their policy so i can let her read it,as i just think she wont understand,and i hoped she could show it to her son or granddaughter,or could they write to her.Thet said no,they were not prepared to do this.Does this seem unfair.Does anyone know of a newspaper that might take on a complaint like this.She will get the money back for the item of clothing,by law,i know.

hjb123

Can you maybe speak to someone like trading standards about this?

rach1973

Why do these companies pray on the elderly?

I hope your neighbour gets her money back, I can't be of any use I'm afraid but Trading Standards sounds like a good idea.

hollydays

every one i spoke to has said legally theres nothing she can do.One organisation that specialises in helping the elderly has just told me the company have apalling customer services.grr..i just wish there was something i could do.She has just told me that if she hadnt sent the free gifts back she would have been worrying theyd be sending her letters demanding it back.might give the local press a try,but the lady is embarrased and doesnt want her family to know what shes done. dam Damart.

RoCas

I'd send an email to BBC's Watchdog - sounds just the type of issue they might take up on your neighbour's behalf, especially if they've received other complaints about this company's customer service.

http://www.bbc.co.uk/watchdog/

RoCas

hollydays

Thanks,and i have thought about this but i dont think the lady would be prepared to be named.However thanks to good old google have just done a search of damart/complaints and they do have history.I am making a complaint to the advertising standards authority on her behalf if she agrees about the ommission on the catalogue to explain about returns.i will email watchdog see what they say.,whether they can deal without publicising her name.

happysaver

The disability act means that companies need to take reasonable steps to cater for the disabled or risk facing legal action. It seems unreasonable not to send an email or letter with what their policy is baring in mind the old lady is death so can't use the phone.

It's quite a new law so no one really knows how far reaching it is but I remember a shop I worked in had to leave the doors open all the time so wheel chair bound people could gain access.

Of course in this situation quoting this at the unhelpful telephonist wont get far but something to bear in mind I suppose.

hollydays

Thanks so much,this may be helpful.

hollydays

After the info from happysaver i emailed a very carefully worded complaint to damart detaling The elderly ladies disability,and noting that I had "recorded the conversation" with the original adviser.Subsequently she recieved the postage back and i received a £5 cheque for my telephone calls.Thanks- i am still attempting to pursue a complaint with advertising standards.

wendiewoo

Am so pleased it worked out once again people power rules, cheered me up for the weekend, I like a happy ending and thanks to you hollydays for helping your neighbour. Nice one.

moonrakerz

Don't forget - if you are sent anything you didn't order, you are under no obligation to return it to the sender. Just tell them that you consider the goods to be unsolicited and ask them to arrange collection. If they don't, the goods beome yours after 6 months. Very useful for book and music clubs who keep sending stuff after you have cancelled !
See :- The Unsolicited Goods and Services Act 1971, (as amended)