Question relating to returning a B&Q purchased product.

sharpy2010

Hello all, hope you are well!

I bought a Handheld Vacuum cleaner on 17th of November, with which to use to clean my car interior. I didn't bother to use it until 12th of December, as that was when I needed it, so the previous day I gave the battery a full charge.

Upon using the vacuum, the battery lasted 30 seconds. I took the whole thing back to B & Q and they gave me another one.

During this time, I'd vacuumed my car at work, so I didn't need to do it again for a while.

I used the new handheld vacuum cleaner yesterday (after giving it a full charge the previous night). Of course, the same thing happened - the battery lasted 30 seconds.

So, I went back to B & Q, explained what had happened (and that the previous chap I dealt with had kept my old receipt upon exchanging the vacuum). I did, however, have my credit card statement which showed a purchase at B & Q. Unfortunately I'd also purchased other items, so it gave a price which wasn't indicative of just the vacuum. The chap in B & Q couldn't find the purchase on his system, and so couldn't find the price of the item as they don't sell them any more.

Anyway, the long and short of it is that B & Q won't refund or replace the item again, they want me to phone the manufacturers helpline and get it sorted with them.

My argument is that my legal recourse is with the shop, and not the manufacturer. Am I right? I don't want to complain again unless I know exactly what rights I have!

Thanks in advance to anyone who can help!!!

Cheers :-)

Mankysteve

You haven't got proof of purchase unfortunately. While a bank statement may be good enough it's not always such as in this case bit odd the Original receipt was kept that's was not policy when i was there, but that was a year ago.

When I used to work there they could search back for three months.

Unfortunately without a proof purchase your stuck.

sharpy2010

Thanks for the reply Steve.

I guess I'll have to go down the "writing to head office and trying to blag it" route then?

Jeff_Bridges_hair

With rechargeable battery products its always best to charge then run down and charge again a few times as the battery may not be too healthy in the first place if been left on a shelf for some time..

This may be why its only lasting 30 seconds in the first place

sharpy2010

Thanks Jeff, unfortunately I have decided that I don't really want the item after all anyway, so the battery not lasting is actually a bit of good luck (since I want to get rid of the damn thing). If there was nothing wrong with the item at all, I'd have just kept it, but the point also is that during the 30 seconds that the battery does work, it doesn't suck anything up anyway!

I'd rather get my cash back and spend it on McDonalds quarter pounders or something!!

Forwandert

If you have a bank statement getting a refund shouldnt be that much of a problem via head office, they will know how to use the sales databases properly to find the proof of purchase, most retail systems can search off the date, barcode or off the sales amount, ie if they search that days sales for the amount on the bank statement it will bring up all sales that day that totalled the figure on the statement, unfortunately most retailers don't actually show the staff how to do this.

Mankysteve

Any manger in B&Q will be able to do it see it done umpteen times. It never hurt to harass head-office they do have a number as well but not a clue what it is. Phone one of the store stating you'd like head office number and tell its not a complaint.

sharpy2010

Thanks guys.

I think the chap I spoke to did try to reference the amount on his database with the date I went in, and the amount was for £134.75 (including the other items I purchased) so was quite an unusual amount. He said his figures didn't go back that far, but whether or not he was telling the truth, who knows.

I'll write to head office with my complain now, as the shop, although helpful, fobbed me off.

Thanks for all the replies thus far, its good to have a balanced view as to what others think before I fire off my letter.

Cheers!

Forwandert

Its also worth them checking sales for a couple of days before the date on the statement if they struggle to find the transaction as it can take a couple of days for things to appear on the statement.

sharpy2010

Good point, I'll suggest that in the letter I'm sending off today, cheers!

Bunter_2

Hi Sharpy

It does not hold charge and it doesn't suck. Sounds like it is not fit for purpose and I would rather have the money back too. Too often items are offered for sale which claim to perform wonderful services but fail miserably.

You dont have the receipt but that wasnt your fault if the assistant took it and never gave it back.

When you got the original receipt if it did not itemise each item you bought, then that again was a failure on the part of B and Q.

Your beef is with B and Q and not with the manufacturer,I feel sure.

Put it down in writing like you have done here and send the letter to head office. I feel sure they must recognise their obligation to refund you for the item which did not do what it claimed to do and was faulty anyway.