Question relating to returning a B&Q purchased product.

sharpy2010

Hi Bunter, thanks for taking the time and trouble to post, with views which I hold similar to my own. I've written (and sent) a letter of complaint to B and Q head office, and I've posted it here. Hopefully they'll come to their senses and refund me!

Sharpy
Blah Blah Blah address

B & Q Customer Services
Torrance House
Erskine
Renfrewshire
PA8 6AT

5th January 2010,

Regards unresolved ‘Handheld Vacuum’ issue.

Dear Sir / Madam,

On 17th of November 2010 I purchased a Handheld Vax vacuum cleaner with the intention of using it to vacuum the carpets in my car. I charged up the machine overnight on Monday 13th December, intending to use it the following day. Unfortunately, the battery life of the item was somewhat called into question, lasting just 30 seconds. The charging time of the battery being a number of hours thus makes the product unusable. I returned the vacuum to the store on 14th December, upon which the customer service representative swapped the item for a new one.

I had no reason to use the replacement vacuum until Sunday 2nd of January, and upon charging it the previous night, and then using it the following day, I found out that the battery life of the vacuum was no better than that of the first one.

I again returned to the store that I purchased the item from, this time requesting either a refund or a credit note, as I had lost faith in the product. Unfortunately, the gent whom I dealt with (who was exceptionally helpful, it must be stated) was unable/unwilling to eventuate a refund/credit note, instead requesting that I telephone the vacuum cleaner helpline number. Again, whilst I stress that the shop advisor was very pleasant and very helpful; I was making no progress in obtaining a refund.

My legal recourse is with you, the merchant, and as such I have no desire or willingness to telephone any such helpline, and wish to simply return my goods and obtain a refund for a product which is not “fit for purpose” under the Sale of Goods act.

I would be grateful if you would now organise a refund for me with regards to this item. I will, of course, be willing to return the item to you direct for a full refund of the purchase price of the item.

Should you wish to locate the vacuum cleaner sale within your purchase records, I bought the item from your xxx branch on the 17th of November, and the price paid for goods purchased was £xxxxxx

I should mention that upon returning the first fault item, the gentleman was adamant that he needed to keep my purchase receipt. Therefore, I do not have a purchase receipt for the item, but I do have a copy of my credit card statement clearly showing the purchase made at B & Q on the day stated.

I was disappointed that the retail outlet in question would not action a refund as per my statutory legal rights, and trust that you will now see fit to ensure customer satisfaction. I have written to you as a last resort before referring to Trading Standards and the Small Claims Court, both of which I have no intention of using should the matter be resolved to my satisfaction by simply obtaining a refund for a non working product.

I look forward to hearing from you, and am happy to supply any additional information that you may need, by post.

System

there should be a paper trail re your exchange ,it may take them a day or two to find it but all thats required is a bit of searching b a manager .i work for a similar company and all paperwork has to be kept for 5 yrs.

sharpy2010

Yep, I'm pretty certain he was just giving me the fob off when he said he couldn't find the transaction. Especially since it was only a month and a bit after it had taken place!