Product refund/exchange query

WolfyUK

Hi all,

On 27 November last year I bought a mattress topper but when I got home I realised that I had accidentally bought a King instead of Double size one. I did not even take the item out of the box before realising.

I returned to the store the next day but they did not have any of the correct size item in stock (hence my original mistake: the Singles were stacked on top of the Kings) and they refused me a full refund due to their store policy. They advised that the correct size could be ordered in and they did refund me the price difference between the two items. I was promised a call the following week to advise when the item could be collected.

I never received a call from the store. Instead, I phoned them yesterday and they advised me that the item had still not been delivered but it may be in by the end of January.

My question to you, readers, is what are my rights in this case? Am I entitled to a refund of the monies paid to the store over a month ago because they could not obtain the item in a timely manner? Do I just have to be patient and deal with my mistake?

Thanks in advance,

Marc

Tim_Deegan

WolfyUK wrote: »

Hi all,

On 27 November last year I bought a mattress topper but when I got home I realised that I had accidentally bought a King instead of Double size one. I did not even take the item out of the box before realising.

I returned to the store the next day but they did not have any of the correct size item in stock (hence my original mistake: the Singles were stacked on top of the Kings) and they refused me a full refund due to their store policy. They advised that the correct size could be ordered in and they did refund me the price difference between the two items. I was promised a call the following week to advise when the item could be collected.

I never received a call from the store. Instead, I phoned them yesterday and they advised me that the item had still not been delivered but it may be in by the end of January.

My question to you, readers, is what are my rights in this case? Am I entitled to a refund of the monies paid to the store over a month ago because they could not obtain the item in a timely manner? Do I just have to be patient and deal with my mistake?

Thanks in advance,

Marc

I'd say that due to the time since you bought the topper you should be able to insist on a refund. Contact trading standards to find out.

Hintza

Tim_Deegan wrote: »

I'd say that due to the time since you bought the topper you should be able to insist on a refund. Contact trading standards to find out.

I disagree, they don't need to refund at all so anything is a goodwill gesture. Having said that you would hope they would be reasonable about it.

What about asking for a credit note and then buying elswhere? Otherwise just wait (the problem is nobody probably bothered to order in the right one for yopu over this busy period).

Tim_Deegan

Hintza wrote: »

I disagree, they don't need to refund at all so anything is a goodwill gesture. Having said that you would hope they would be reasonable about it.

What about asking for a credit note and then buying elswhere? Otherwise just wait (the problem is nobody probably bothered to order in the right one for yopu over this busy period).

They have failed to come up with the replacement within a reasonable time. So you would need to read the sale of goods act in detail to be sure (not something I was going to do at 2am this morning).

WolfyUK

Hintza wrote: »

What about asking for a credit note and then buying elswhere? Otherwise just wait (the problem is nobody probably bothered to order in the right one for yopu over this busy period).

Thanks for your responses.

I would have gone for the credit note but it would be for a store that I would very rarely visit. I'd rather have the product, so I am going to wait until the end of the month to see if it materialises before putting more pressure on them.

Hintza

Just politely keep at them (I reckon you just need to get spmeone to pull their finger out).