Selfridges problem

Cliecost

Hi,

At Christmas I was given a 3-ply stainless steel Le Creuset frying pan from Selfridges as a gift (too expensive for me to buy) and today I noticed this:

goo.gl/Q8hAx

Apart from the usual scuffs that come from normal use this pan has had no ill treatment, in fact quiet the opposite!

I contacted Selfridges to make a complaint because peeling non-stick coatings aren't normal and they said they might be able replace it but would need proof of purchase.

My question is, do you need proof of purchase for a defective product?

This was a gift and the person who bought it lives a few hundred miles from me so it's not easy to get proof.

Also, Selfridges are in London and I'm in Dorset, would I be within my rights to have them arrange collection?

Thanks in advance for any help!

Cliecost

That thing I put up there is a link it's just MSE won't let me post a proper link as I might be a spammer(!)

arcon5

Yes, they have every right to insist you provide proof of purchase. Otherwise you could have purchased it from anywhere.

wealdroam

Yes you do need proof of purchase.

Selfridges, quite reasonably, will need to know that the thing was purchased from them.

Cliecost

wealdroam wrote: »

Yes you do need proof of purchase.

Selfridges, quite reasonably, will need to know that the thing was purchased from them.

I understand that it makes sense I'd need proof of purchase but with a defective product a company returns it the maker who then refunds them.

I've done it at Tesco before with no receipt as long as I exchange it for the exact same product, is this not them same?

wealdroam

Cliecost wrote: »

I understand that it makes sense I'd need proof of purchase but with a defective product a company returns it the maker who then refunds them.

But why should Selfridges go to that trouble if the product was not bought from them?
I know you say it was purchased from them, but if they say they need proof then that is what you must provide.
I didn't say it earlier, and I am sure it isn't your situation, but the thing may have been stolen from anywhere.
It could also be much older than you say... proof of purchase would confirm exactly when the purchase was made.

Another point that you seem to have overlooked is that you did not make the purchase, so if Selfridges do anything for you it is more than they need to do.
They could insist in dealing directly with the purchaser.

Your earlier point about arranging collection...
I would suggest that it would be unreasonable to expect Selfridges to pay that cost before they have had the chance to inspect the item.
It might be appropriate for them to refund your postage costs, but bear in mind the above point that they do not have to deal with you at all.

Cliecost wrote: »

I've done it at Tesco before with no receipt as long as I exchange it for the exact same product, is this not them same?

What Tesco may or may not do is not relevant.

Cliecost

wealdroam wrote: »

But why should Selfridges go to that trouble if the product was not bought from them?
I know you say it was purchased from them, but if they say they need proof then that is what you must provide.
I didn't say it earlier, and I am sure it isn't your situation, but the thing may have been stolen from anywhere.
It could also be much older than you say... proof of purchase would confirm exactly when the purchase was made.

Another point that you seem to have overlooked is that you did not make the purchase, so if Selfridges do anything for you it is more than they need to do.
They could insist in dealing directly with the purchaser.

Your earlier point about arranging collection...
I would suggest that it would be unreasonable to expect Selfridges to pay that cost before they have had the chance to inspect the item.
It might be appropriate for them to refund your postage costs, but bear in mind the above point that they do not have to deal with you at all.



What Tesco may or may not do is not relevant.

I'm starting to think that this site isn't as helpful as it tries to make out.

I came on here look for consumer rights advice and all I've got so far is 'no you can't do that' or 'no they don't have to do that'.

It would be useful for people who use this site to bear in mind what the site banner says, fighting your corner.

Advice is all I'm after so I can squeeze the most out of selfriges as possible!

wealdroam

Cliecost wrote: »

I'm starting to think that this site isn't as helpful as it tries to make out.

I came on here look for consumer rights advice and all I've got so far is 'no you can't do that' or 'no they don't have to do that'.

It would be useful for people who use this site to bear in mind what the site banner says, fighting your corner.

Advice is all I'm after so I can squeeze the most out of selfriges as possible!

I am sorry you don't think my post is helpful.

All I am doing is pointing out the reality of your situation.

Cliecost

^Still not getting it.

Any consumer rights advice???

sjbrun

They have told you your consumer rights... do you have any proof that you bought it from selfridges? without that to show them you cant squeeze anything out of them as selfridges dont know you bought it from them or not.

The best that will prob happen is that you will send it to them at your own cost and they may refund your return costs as a guesture of good will. however first you will need some proof of purchase.

I do apologize if this doesnt help you squeeze the most you can out of them...

arcon5

Cliecost wrote: »

I'm starting to think that this site isn't as helpful as it tries to make out.

I came on here look for consumer rights advice and all I've got so far is 'no you can't do that' or 'no they don't have to do that'.

Your on a consumer rights board, not a tell you what you want to hear board. What your being told is permitted by law. Just because you don't like it doesn't mean it's not helpful.

It would be useful for people who use this site to bear in mind what the site banner says, fighting your corner.

Advice is all I'm after so I can squeeze the most out of selfriges as possible!

You don't have much of a fight on two grounds
- you cant prove they supplied the goods
- you don't have a contract with selfridges, your friend does

I understand that it makes sense I'd need proof of purchase but with a defective product a company returns it the maker who then refunds them.

Because they don't want to be wasting their time dealing with faulty goods that may not have even been purchased from them. They are not being unreasonable.

^Still not getting it.

Any consumer rights advice???

You've been given consumer advise.

All is required when seeking a remedy for faulty goods is proof of purchase.