Comet - never ever use them

gibby

My parents bought a new cooker but just after delivery we noticed it was scratched on one side very badly.

Tried to ring them on an expensive 0870 number
after 20 mins of waiting we were told we couldnt get connected tot he store - try tommorow as they are always busy

We found other problems with the cooker - as the grill pan handle was not safe
so we diecided to get another model

rang again and couldnt get through to the store so I explained the problem to the call centre and was told a refund was ok

within 3 mins the local store ring and tell us we cant have a refund only a replacement - after an enginner had looked at the unit.
The manager was extremely nasty and she only made matter worse

On ringing trading standards they said we could reject the unit and expect a full refund - but on ringing comet back - the call centre said no problem but when the spoke to the store they would only send out an engineer.

My question is - how are they still in business - when they claim the state in store they will not refund for goods that have been opened - when trading standards say they are talking rubbish???

G

hjb123

I would tell trading standards what is happening and see what they say. They will no doubt be able to tell you how to proceed.

So did the store say Trading Standards had informed you wrong then? Because in saying that you cant have a refund thats what they are doing isnt it?!

gibby

yeah the store is saying Trading standards are wrong - and they also said their policies are Trading Standards underwritten - which is a lie - according to trading standards.

sadly we have to wait for the engineer to come out to "inspect the unit" before they will agree to a refund.

I have to point out Comet were really nasty to my mother on the phone.

G

zorber

No comet are wrong so long as the problem is within say 28 days you have the right to reject the goods. You do not need a engineer out in this time frame, all commet are trying to do is effect a repair. Go in to comet and say you know your rights, take names demand the manager speaks with you make you self a right pain, tell them you will not leave the shop until you have your refund as in your statatory rights to reject faulty goods. Ring head office cause a stir the write to the highest name you can find at comet telling them how dissapointed you are with the shop and how they are trying to limit your rights be firm what you want.
Dont even bother letting the engineer in its not a requirement that he sees your appliance.
Go to C.A.B web site that is most helpful.

hjb123

Yeah I would go into the store and demand to speak to the manager! See what they say face to face! Perhaps if you speak to Trading Standards before you do and see what they suggest - did you pay by credit card? Would your credit card company maybe not be able to do a chargeback as the goods are faulty? Its worth a try!!! - though I think as you have the goods they will refuse - but have a go!

RedOnRed

If it's a built in cooker and typically not too big and heavy, i'd take great pleasure in lugging it down there in my car and plonking it loudly on their customer service counter and then demanding a refund.

They'd be sure not to appreciate the scene that it would make.

Alternatively, when i've been in this situation with other shops before i've demanded to have it resolved by head office and also asked for the area manager to contact me. Everything has always got resolved quickly and amicably taking those steps and the store manager usually has their tale between their legs when you go back in there and face them.

mike_the_bike_2

Clearly when delivered "not for purpose" ..If you are still having hassle
Write a letter to the gentleman below marked for his attention..Comet is owned by Kesa Electricals PLC. Explain that the goods were delivered to you "not fit for purpose" and that although you have made every attempt to get a refund through the normal channels this has not been forthcoming and this is why you are writing to him for his assistance. Name the store in your letter.

Copy in your local trading standards office as well.

I suspect you will get a result rather quickly as i know how these large companies work!!

Jean-Noël Labroue
Chief Executive Kesa Electricals PLC
KESA Electricals PLC
22-24 Ely Place
London EC1N 6TE

gibby

thanks for all your replies

as it stands - an engineer is coming out on Monday as Comet refused to go forward any other way - even when I spoke to head office.

Basically if the enginner dosent agree to a refund code Im going to take the cooker into the store and re ring the trading standards people there and then
but Ill also speak to every customer through the door until I get the refund.

From doing some research Comet are breaking the law
they have their own terms and conditions and according to the paperwork we have it mentions nothing about stautory rights
also they denounce trading standards - telling me they are wrong - both by the local branch and head office.

I actually had a similar problem with them a year or so ago

a hoover we had overheated and burnt the cable.
when I took it back they refused to take it in for repair - as it was unsafe!!
they wanted us to pay an outside electrician to replair the cable before they would look at the probelm

I rang electrolux and they sorted it asap witha new model


Ill let you know how I get on

G

webmasterpolo

UK MD:

Mr Simon Fox
Managing Director
Comet Group plc
3 Rivers Court
Rickmansworth
Hertfordshire
WD3 1FX

gibby

ta for that

just wondering

where can I get a megaphone from as Im sure it will help

Gibby

mrcow

gibby wrote:

ta for that

just wondering

where can I get a megaphone from as Im sure it will help

Gibby

Comet might sell them.....(just a joke!)

And shame on the store manager for treating you like this, make sure you tell her that too!