Issue with a well known golf shop/internet

cruise1

Having spent a lot of time recently looking for a new golf club I decided best deal to be had was American Golf...reasonably big and reputable internet supplier who have quite a few stores spread across the UK...So having spotted a good deal on their website I decided to pop in to nearest store when next in the area.Bought golf club from the store but having later read some reviews decided it was not the club for me...no worries though as I knew they offered no obligation free returns and refunds within 30 days of purchase...until of course I tried to get my refund in store...NO REFUNDS given on items purchased in store only exchanges ! So same company has two distinctly different refund policies in place...buy from them via the web and not only will you be guaranteed a refund they will even pay cost of courier to come to your home and collect it ! In store they won't even refund when,like me you physically take it back to them 14 days later still intact,unused and in original new condition ! Is it just me or is this a severe case of misleading consumers ? If I had been advised from the outset of this guess where I would have bought from ? So far I have challenged the staff in store who would not budge in any way..."That's internet only" was their response. I have got member of staff to write that they refuse to refund and (although they did not want me to) I have left golf club with them...I am now trying to track down (without success so far) a contact at their Head office to discuss this with further...any thoughts or advice you can give would be helpful though in terms of dealing with this.Thanks for listening.

BigLee_24

If I've read your post right then its correct what they say... If you buy from the internet you are covered by the distant selling regulation which gives you 7 days (I think) to return the goods for a full refund however if you buy instore you do not get this cover and instead would be covered by the sales of goods act which would entitle you to a refund or replacement if the goods are faulty as they are not you arent entitled to either.... could be wrong but if I am then am sure someone will be along shortly to correct me

KeithP

BigLee_24 is right.

I would go and get your club back before they lose it.

Foggster

My husband has used the same store and there is an amazing range of kit in there. Can I ask to why you cant exchange the club and get something that does suit you?

cruise1

Foggster wrote: »

My husband has used the same store and there is an amazing range of kit in there. Can I ask to why you cant exchange the club and get something that does suit you?

Because when I called them to ask if they had or could get the club I did want they said no so I bought elsewhere.In reality I could quite easily just buy something else from them but I felt it was worth making a bit of a point as many will do what I have done...surf their website(safe in the knowledge that they offer refunds without question) then go buy from their store where nothing but exchanges are offered...I see this as underhand and misleading to consumers...don't you ?

KeithP

cruise1 wrote: »

...surf their website(safe in the knowledge that they offer refunds without question) then go buy from their store where nothing but exchanges are offered...I see this as underhand and misleading to consumers...don't you ?

I am sure this company (and a lot of other companies) only allow refunds when buying through their website because the law says they have to.

You might like to read a leaflet about Distance Selling regulations.

Foggster

cruise1 wrote: »

Because when I called them to ask if they had or could get the club I did want they said no so I bought elsewhere.In reality I could quite easily just buy something else from them but I felt it was worth making a bit of a point as many will do what I have done...surf their website(safe in the knowledge that they offer refunds without question) then go buy from their store where nothing but exchanges are offered...I see this as underhand and misleading to consumers...don't you ?

Their website says this

Unwanted Goods (Internet Sales Only)

when referring to internet sales.

I dont find that misleading, that says to me that I should check what the policy would be for shop bought items.

Maybe I have been reading here for too long but I understood it is the same policy in many shops i.e. credit note or exchange and that no-one has a right to a refund if the goods are not faulty in any way.

hairy_g

Having spent a lot of time recently looking for a new golf club I decided best deal to be had was American Golf...reasonably big and reputable internet supplier who have quite a few stores spread across the UK

So far so good...

.

..So having spotted a good deal on their website I decided to pop in to nearest store when next in the area.Bought golf club from the store but having later read some reviews decided it was not the club for me

So having never used it, you decided you didn't want it?

...no worries though as I knew they offered no obligation free returns and refunds within 30 days of purchase...

where did you get that from? I assume that is for faulty goods?

until of course I tried to get my refund in store...NO REFUNDS given on items purchased in store only exchanges !So same company has two distinctly different refund policies in place...buy from them via the web and not only will you be guaranteed a refund they will even pay cost of courier to come to your home and collect it ! In store they won't even refund when,like me you physically take it back to them 14 days later still intact,unused and in original new condition !

But there was nothing wrong with it, so they don't have to give you your money back, just because you read some "bad" reviews :wall:

Is it just me or is this a severe case of misleading consumers ?

It's just you!

If I had been advised from the outset of this guess where I would have bought from ?

Oh go on, do tell us....:rotfl:

So far I have challenged the staff in store who would not budge in any way..."That's internet only" was their response.

They are correct!

I have got member of staff to write that they refuse to refund and (although they did not want me to) I have left golf club with them...I am now trying to track down (without success so far) a contact at their Head office to discuss this with further..

You won't change their minds...

any thoughts or advice you can give would be helpful though in terms of dealing with this.Thanks for listening.

Well my thoughts are :

Read the reviews BEFORE you go shopping and buy something you don't want. The shop is acting within the law.