Unable to get refund at Steamer Trading Cookshop Chester

mark.carline

I bought a pan from this company yesterday, took it home and then changed our mind about it. I hadn't used it or opened it and so I thought I would be ok to take it back and get a refund.

When they said I wasnt entitled to a refund only I credit note I was very surprised and then pointed me to a sign on their counter.

(I have taken a picture but this site wont let me post links yet as a new user).

Is this true & legal ?

steveE2

mark.carline wrote: »

I bought a pan from this company yesterday, took it home and then changed our mind about it. I hadn't used it or opened it and so I thought I would be ok to take it back and get a refund.

When they said I wasnt entitled to a refund only I credit note I was very surprised and then pointed me to a sign on their counter.

(I have taken a picture but this site wont let me post links yet as a new user).

Is this true & legal ?

Absolutely,there is no automatic right to a refund simply because you have changed your mind,the store do not even have to offer a credit note.

Customers return goods to retailers every day and many of them ask for refunds.
Circumstances when customers do not have a legal right to a refund, repair or replacement

Customers do not have a legal right to a refund, repair or replacement from you if they

• accidentally damaged the item
• misused it and caused a fault
• tried to repair it themselves or had someone else try to repair it, which damaged the item*
• if they knew it was faulty before they bought it
• if they decide they no longer want the item (for example it's the wrong size or colour, or does not suit them).

ilikewatch

If there is nothing wrong with the item then then you have no right to return it - if the shop will allow you to return it for a credit note this is there choice, but they are legally entitled to refuse to accept any returns of non-faulty items that were bought in-store.

http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerrightswhenbuyinggoodsandservices/DG_182935

mark.carline

Thanks and wow you learn something everyday.

Guess i wont be shopping at Steamer Trading Cookshop again, I'll be sticking with M&S or John Lewis in the future.

fluffnutter

mark.carline wrote: »

Thanks and wow you learn something everyday.

Guess i wont be shopping at Steamer Trading Cookshop again, I'll be sticking with M&S or John Lewis in the future.

Another poster (wealdroam?) made an interesting point on another thread about how shops with customer service beyond that which is stipulated by law raise expectations about what is reasonable or not.

You could argue it's a shame to say 'I won't be shopping at Steamer Trading Cookshop again' as if they've done something wrong, when in fact they're perfectly within their rights to refuse this particular refund.

Of course it's absolutely up to you where you shop (and personally I love John Lewis) but I think we need to be careful not to think that companies who don't offer the same level of service are somehow shirking their responsibilities.

mark.carline

Agreed but this is a perfect example of the difference between minimum customer service and excellent customer service.

I wont be shopping at Steamer Trading Cookshop in Chester again.

halibut2209

This is not "minimum" service. They are quite entitled to say no. Offering a credit note is very good customer service.

mynameistallulah

mark.carline wrote: »

Agreed but this is a perfect example of the difference between minimum customer service and excellent customer service.

I wont be shopping at Steamer Trading Cookshop in Chester again.

Do you think they will miss you?

McKneff

mynameistallulah wrote: »

Do you think they will miss you?

:rotfl::rotfl::rotfl::T Oooh, Tallulah, you are a one.................. lol

OP, why did you buy a pan you didnt want.

heretolearn_2

exactly, how hard is it to know whether you want something or not, before you buy it.

David.Wright_2

Hello Mike,

I was very sorry to learn that you weren't happy with either the frypan or the service provided by my staff at our Chester store. At Steamer Trading we always try and give the very best service to our customers and I'd like to see if we can do the same for you.

I haven't seen any previous correspondence from you to us at Head Office, so if you'd like to send the details to me I'd be delighted to look into the matter.

My email address is [EMAIL="david@steamer.co.uk"]david@steamer.co.uk[/EMAIL]

Kind Regards,

David Wright

Head of Retail Operations - Steamer Trading Ltd