Item in box not as described

kaza

I would be interested to know where I stand on this on one -

I bought a new kettle, got it out (the mistake I made was I used it) as at the time I didn't notice it was different, anyway it was it was only later that day I noticed it did not have a water level indicator and on the box it did, the model no on the kettle matched up to the box- but a different kettle altogether.

I contacted russell hobbs who after a bit of hesitance and a few calls said they had a new suppplier and when they have looked into it, yes the kettles are indeed wrong, send it back and they will send a new one that matches the description on the box.

After 2 weeks I hadn't heard anything so I contacted them, they said the manager was away they would send it shortly, I gave it another week contacted them again and they said I would be contacted by a senior supervisor, who didn't ring. I rang them and they now say as I used the kettle (3 times) they cant do anything and will send it back to me.

My argument though is that I paid for something with features that I did not receive, I got a very basic model.

Does anyone have any thoughts?
Thanks
Karen

somethingcorporate

Where did you buy it from? your contract is with the retailer not the manufacturer. Take it up with them.

kaza

somethingcorporate wrote: »

Where did you buy it from? your contract is with the retailer not the manufacturer. Take it up with them.

From argos, the only thing is now I will have had it about 5 weeks as I have returned it to Russell Hobbs as they asked me to, so I cant see Argos being to keen on issuing a refund now.

somethingcorporate

Argos should be ok with it, give their CS a call first on 01785 710253 (regional number rather than 0845 listed on their website).

Explain the problem and I am sure it should be fine for a replacement.

deanos

I doubt Argos will give you another if the old one was sent to Russell Hobbs !

kaza

deanos wrote: »

I doubt Argos will give you another if the old one was sent to Russell Hobbs !

They will have to send it back to me, I still think its really poor customer service though, even if Argos change it surely they will just send it back to russel hobbs- so they haven't gained anything.

somethingcorporate

True, but Argos have a contract with RH, not you. It's not your problem to worry about what happens when you get your refund!!

Let us know how it goes.

paddedjohn

I see the point about not as described but the goods are not faulty and it could be said that you have accepted it since you have had use of it, 3 times without noticing the water level.