Littlewoods!!!!!

NataleighEllen

I ordered a cooker from Littlewoods in March 2011, when i recieved it, the front plate with the knobs on was broken off so i phoned them and said i wanted too return it, they said that was fine, they would come and collect it and bring a new one with them. A few days later i decided i would go out and buy a new one as i couldnt wait any longer, phoned littlewoods and told them i didnt need the new one. They told me too just refuse delivery, which i did when they came too collect the old one and deliver the new one.
I thought that was that and the money would be put back onto my account, well it hasnt. I have phoned them over 20 times too ask why the cooker hasnt been taken off of my account, i ordered it on BUY NOW PAY LATER, so if i dont pay it up by next month i will have over £300 worth of interest put on top of it, they say they will phone me back each time, which they never do.
In the end i phoned head office and they told me that they had never recieved the broken cooker back, and i had too get in contact with Indesit as that it the manufacterer. i informed them that i had sent it back and that i would send them a photocopy of the collection receipt. Which i did. This was in about July 2011. Still havent heard anything from them. And the cooker is still on my account. I thought my contract was with them and not with Indesit??
I hope this makes sense??

Also i ordered a fridge from them in October 2011, it has been leaking and the light has been flickering on and off since about 3-4weeks after i received it...I have phoned them plenty of times for them too yet again say "we will phone you back".
This morning i opened my fridge and it sparked in my face, as if it was about too blow up. Phoned Littlewoods straight away, they told me too phone the "Electrical Helpline" which i did and was told that they couldnt get anyone out too repair the fridge until Wednesday next week, so i have too go 8 days without a fridge. The Electrical Helpline told me too phone Littlewoods back and say that i wanted a new fridge as i wasnt happy this one had broken within 4months. I phoned Littlewoods back and they said they wasnt prepared too do that as they could replace the fridge even though no one has looked at it yet too know if it can be repaired or not? Im worried about having this fridge in my house as i have a young child and it is a fire hazard but their not concerned about it.

Could someone please tell me where i stand?!?!?!
I have had so many problems with Littlewoods! Sorry for the long message.

Littlewoods

Hi NataleighEllen,

We are sorry to hear of the problems you have experienced with these two orders.

Firstly for the cooker that has been returned: if any item has not been credited within 14 days of collection we would be able to credit this by using the information from the collection paperwork you were given by the couriers who collected the item or, if the return was made via Post Office or Collect+ stores, by the receipt you would be given by the staff there.

With regards to the fridge, we would advise you to first contact the suppliers/manufacturers as they would be able to provide technical information, diagnose the fault and advise a remedy. Should they not be able to do this, as it seems in this instance, they would refer you back to us as the supplier and we can deal with this from here.

Please email us at [EMAIL="Help@littlewoods.co.uk"]Help@littlewoods.co.uk[/EMAIL] and we would be happy to help with both of your queries.

Dave
Littlewoods Help Team

George_Michael

Littlewoods_company_representative wrote: »

With regards to the fridge, we would advise you to first contact the suppliers/manufacturers as they would be able to provide technical information, diagnose the fault and advise a remedy. Should they not be able to do this, as it seems in this instance, they would refer you back to us as the supplier and we can deal with this from here.

Dave
Littlewoods Help Team

Don't you have that the wrong way around?
As the retailer, it is your responsibility to deal with any problems with goods you supplied, and if you are unable to repair the fridge, it is you who should be contacting the manufacturer and getting them involved.

I know that it is sometimes quicker for a consumer to go directly to the manufacturer, but as the OP has already contacted you "plenty of times" and your head office has failed to reply to any of their phone calls, and bearing in mind that the fridge may now be a safety hazard, don't you agree that it would good customer service to simply replace the fridge now rather than leave a suspected hazardous appliance in a family home?

NataleighEllen

Littlewoods, so if i should have recieved the money back within 14 days, why has it still not been credited nearly a year later?? I have sent you the receipt of collection of the cooker. I have phoned head office. What more can i do??

And with regards too the fridge, it is a fire hazard, it sparked in my face, i have a young child, and i am concerned that it may cause a fire. I do not have too phone the manufacterer as i purchased the fridge from you. If i had purchased a pair of Nike Trainers from you and within a week they fell apart, it would be you i contacted and you who gave me a refund or a replacement. I wouldnt have too contact the manufacterer. Because i have phoned you so many times my phone bill is coming in at alot more than it used too. I have phoned Littlewoods well over 40times about the Fridge and the Cooker, everytime i get told "You Will Get Called Back" and everytime i dont. I am getting very very sick of your customer service skills. I refuse too phone anymore and if it isnt sorted very soon i shall be seeking legal advice. This has gone on for far too long now. You are telling me too email the help team, which ive done on numerous occasions and got nowhere!


Thankyou George, this is what i have been trying too tell them but i keep getting palmed off.

arcon5

If you paid by credit card then file a section 75 claim for each issue seperately. Clearly Littlewoods are incapable of helping. If not, you've waited long enough to know your getting nowhere, so don't mess around any longer with them - just send them their 14 days notice and issue your claim. I'm betting they will refund you pretty promtly once the court summons arrives.

And with regards too the fridge, it is a fire hazard, it sparked in my face, i have a young child, and i am concerned that it may cause a fire

Where is the spark coming from?

Is a spark necessarily a fire hazard? Many times i've seen light switches spark and still here

i shall be seeking legal advice.

Don't bother -- it's a very user friendly process.

1. send a letter before action giving them x days notice (usually 14)
2. file a claim - the fees will be added to the claim total

NataleighEllen

The spark is inside the light in the fridge as the freezer bit in the fridge is leaking, so the water from the freezer bit is getting into the electrics of the light.

I havent paid for the cooker yet as its on buy now pay later, but thats ending next month so if i dont pay it up by next month i will be charged £300+ interest.

arcon5

NataleighEllen wrote: »

The spark is inside the light in the fridge as the freezer bit in the fridge is leaking, so the water from the freezer bit is getting into the electrics of the light.

I havent paid for the cooker yet as its on buy now pay later, but thats ending next month so if i dont pay it up by next month i will be charged £300+ interest.

Oh I see.

The buy now pay later.. that will be through a finance company right? Therefore you should still be able to make a claim under Section 75 of the consumer credit act.

If this isn't resolved by the end of the month, you might want to think about paying then reclaiming the money from them. Otherwise it might effect your credit report, and I can't imagine getting them to remove the default being easy.

NataleighEllen

Im not prepared too pay for something that i havent had for nearly a year. I have phoned them so many times, it should have been sorted out by now. Their customer service skills are apalling.

Thankyou for you advice. Its much appreciated x

arcon5

NataleighEllen wrote: »

Im not prepared too pay for something that i havent had for nearly a year. I have phoned them so many times, it should have been sorted out by now. Their customer service skills are apalling.

Understandably. But you need to be careful their mistake doesn't affect your credit rating, from what i've read, a notice of correction on a credit report can also affect you with certain lenders.

Fire off a LBA immediately with 14 days, hopefully this will give them the kick it needs.

Littlewoods

Hi NataleighEllen,

As Dave has advised earlier, if you email us with the receipt details for the returned cooker we'll be able to look into this for you.

In regards to your faulty fridge we have to have the item deemed faulty by a professional engineer to confirm its fault. As part of our Terms & Conditions we advise:

If you report a fault with an electrical or furniture product, we may give you a supplier helpline to contact. We have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy on our behalf. If you are dissatisfied with the service provided by a particular helpline, please contact us on 0844 822 8000 and we will take back control of the matter. Most helplines are open 9am - 5pm Monday to Friday.

If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. repair, replacement, or refund.

We have to carry out these inspections to ensure that the fault is not caused by accidental damage and is a manufacturing fault.

You can email us with your account details and we'll look into any queries you may have. Our email address is [EMAIL="Help@littlewoods.co.uk"]Help@littlewoods.co.uk[/EMAIL].

Many Thanks

Chris

Littlewoods Network Team

arcon5

Littlewoods_company_representative wrote: »

Hi NataleighEllen,

As Dave has advised earlier, if you email us with the receipt details for the returned cooker we'll be able to look into this for you.

Amazing how once it becomes public you suddenly want to help, isnt it?!