Makro and refund problems

gracie83

In September we purchased a Samsung combi microwave oven from Makro. The first few uses were fine then we left a meal cooking in the oven at 230 degrees, went back into check on it 30 min later and found that it had completely turned itself off and would not turn back on. The next day it could be turned on so we did another test and found that it would stay on at 230 for about 10-15 mins then just turned off. It worked for a while at 220 which was ok for a few weeks but now it is turning off at 220.

We finally had the chance to take the oven back to Makro today along with an office chair which had also broken. They had no problem offering a replacement for the chair which was fine but the microwave was nothing to do with them. We had to take it back home and then call Makro. We did this and again was told that it is nothing to do with them and to call Samsung and get them to fix it. We asked what happens if samsung says it is broken and she did not know! So we called up Samsung who as usual only does appointments which covered the entire day - not much chance getting time off work this close to christmas!

I have been looking at local consumer right websites and all I can find is that it is not up to the customer to prove it is broken if it is within the first 6 months of purchase. However is Makro (a trade warehouse rather than a shop) a different case? Any advice would be great.

Techhead_2

You're right that it doesn't apply to a business purchase. So you would be claiming under any Samsung commercial warranty.

I believe its now traditional for an argument to develop about whether Makro is a trade supplier.

shaun_from_Africa

I'll start it then.:p

Yes, Makro are a trade only outlet.
Being trade only is the only way that they are allowed to open for more than 6 hours on a sunday. (Most Makro stores open from 9:30 to 5pm).

Sunday opening hours for large floor area retail shops are legislated by the "Sunday trading act". If Makro was in any way a retail outlet, I'm sure that they would have been prosecuted many tears ago.

Makro and Costco. Two similar shops selling similar products and in competition with each other.
One opens from 11am to 4:30pm on a sunday, and one opens far earlier and closes later. Why?
I'm sure that if the management of Costco could have the same opening hours as their rival Makro they would soon do it.

Equaliser123

Techhead wrote: »

You're right that it doesn't apply to a business purchase. So you would be claiming under any Samsung commercial warranty.

I believe its now traditional for an argument to develop about whether Makro is a trade supplier.

Sale of Goods Act 1979 DOES apply to B2B sales unless it is contracted out of and it is reasonable to do so.

Further, it is a matter of fact as to whether someone was a business or not in making the purchase. If the purchaser was a consumer, then SOGA cannot be contracted out of.

bris

There are no consumers in Makro it is a trade only store, of course this is flawed because any tom !!!!!! or harry can get a card but the point is still valid as all transaction are business related.
Yes go on then argue about it all you want but it's still true.

Equaliser123

bris wrote: »

There are no consumers in Makro it is a trade only store, of course this is flawed because any tom !!!!!! or harry can get a card but the point is still valid as all transaction are business related.
Yes go on then argue about it all you want but it's still true.

This isn't correct at all.

Whether you are a consumer or not depends on whether you are buying in the course of a trade or business.

shaun_from_Africa

any tom !!!!!! or harry can get a card but the point is still valid as all transaction are business related

When I got my Makro account I was required to show a company chequebook and a copies of 2 recent invoices made out to my company.

vikingaero

It's harder to get a trade/admission card from Makro. Costco on the other hand take a band of individual memberships and have different shopping hours although this is rarely enforced.

The OP should take the microwave back to Makro and see if they get served by a different clerk - sometimes clerks misinterpret and are too officious. Be firm too. Tell them you want a refund and don't be wishy washy to give them options.

Optimist

For what it is worth even a business can be treated as a consumer and come under SOGA if they are buying something that would normally supplied for private use or consumption.

Equaliser123

Optimist wrote: »

For what it is worth even a business can be treated as a consumer and come under SOGA if they are buying something that would normally supplied for private use or consumption.

Absolutely right.

But for the avoidance of any doubt, business to business sales are, per se, subject to SOGA.

Makro_UK

Hi Gracie,
Sorry to hear you've had a problem with a product you bought at Makro. Other contributors to the thread are quite right in that Makro is a trade-only outlet so normally you'd need to speak to the manufacturer about this fault.


However, given that we are approaching Christmas and we don't want our customers to face any additional stress at this busy time, we'd be happy on this occasion as a goodwill gesture to offer you a free replacement.


So, please email your details to [EMAIL="customer.services@makro.co.uk"]customer.services@makro.co.uk[/EMAIL] including your customer number, contact details, product details, the store where you made the purchase and the date you bought it. Please refer to this thread in your email. We'll be in touch to arrange a replacement.


Anyone wishing to see full details of our usual returns policy can find them on our website - we'll post a link to this once the forum is certain we're not spammers!

Best wishes,
Makro UK.