Problem with a website and faulty goods

rhythmpig

Hi there!

I am pretty sure that I am in the right and I'm looking for some advice as to how to take a dispute further.

Around 6 weeks ago i purchased a pair of corioliss hair straighteners from a website.

The website were slow in delivering but i finally received them around 10 working days after they took payment for the order although that is by the by.

About 2 weeks into receiving the straighteners, they broke and started displaying an error message.

I contacted the company via a contact us form on their website (which is the only method available) saying that the straighteners were faulty and the error message that was displayed and waited for a response. I waited 3 days before they sent me a message saying that they had passed my query onto the manufacturers and were awaiting a response. 2 working days later I chased the company and received an email saying that they were still awaiting a response.

At this time, i desperately needed straighteners due to a daily "bad hair day" so checked the websites T & C's which said that they would refund faulty items within 14 days and went out and bought a new pair from a shop instead that evening.

The next day i received an email from the website saying that the manufacturers would replace or repair the item if i sent it back to them to which i replied that since i had already waited over a week for a response i had bought another pair and would like to return the straighteners for a refund as per their terms and conditions.

This was the response i got ...

"Thank you for your email. It is not now a matter of a refund as when you emailed us we did contact the manufacturer and their advice was that they would deal with you directly. We are awaiting a further response from them with regard to your last email and until we receive this we cannot take the matter any further."
That was on the 5th August.

I then heard nothing until 19th August when i received this.

"Thank you for your email. Management have looked at this case and as we did not delay in resolving this issue and it was dealt within a total period of three days from we received your email and we can only reiterate that you were asked to send the item direct to the manufacturer who had promised to either repair or replace the item. As such they are not willing to accept this item back for a refund and insist that you still send the faulty item directly to them to the name and address supplied to you in our earlier email."

I have looked into the consumer rights sticky and if i have read it right, the website are responsible and trying to "fob" me off to the manufaturers is wrong? Surely, they should have offered me a replacement or refund as soon as i contacted them telling them the item was faulty rather than making me wait for a response from a manufacturer when i had only had them for 2 weeks? Have i got that right? and if so, does anyone have any tips as to how i pursue the matter further?

Thanks all!

Angelina

wealdroam

What website did you order from?

rhythmpig

it was salonskincare.co.uk

bris

The law states that the retailer has the right to inspect the goods before isueing a repair, replacement or refund. The have a reasonable timeframe to do this. By contacting the manufacturer about the error code they were doing this. Once the fault was established they were allowed to offer the replacement which they did. A week for a response is pretty quick theses days.

The thing you may get them is their own 14 day money back for faulty goods, if you are sure you are in this time frame push them on this.