ASDA's stupid returns policy

Elvisia

The product has to be fit for purpose, which means it has to work for a reasonable period of time, and six months would fall into that. So they should accept it as a refund or exchange, I don't see what difference the leaflet makes as they will not be reboxing and selling it on. However many people who sell these products don't seem to understand the guidelines, and just think you're making it up. There is also a difference between their own store guidelines (which are just guidelines, works both ways) and the Sales and Goods Act 1979 which is law.

wealdroam

Elvisia wrote: »

The product has to be fit for purpose, which means it has to work for a reasonable period of time, and six months would fall into that. So they should accept it as a refund or exchange, I don't see what difference the leaflet makes as they will not be reboxing and selling it on. However many people who sell these products don't seem to understand the guidelines, and just think you're making it up. There is also a difference between their own store guidelines (which are just guidelines, works both ways) and the Sales and Goods Act 1979 which is law.

And if the purchase was made over six months ago The Sale of Goods Act 1979 allows for the seller to insist that the purchaser proves that the fault was present at the time of sale.

You seem to be implying that if an item stops working, then the retailer must automatically provide a remedy.
This is wrong.

bluenoseam

my guess is that the supervisor/manager was backing up the member of staff. May be an idea to try taking it back to a different store if possible, but I'm with you as to the fact that it seems awfully picky to not allow the return based on the instructions.

Forwandert

The CS assistant seems to have gone onto their own little rulebook and TBH nothing they have said makes any sense unless there is some small mssing piece of information in the OP's post. Either contact customer services via email or phone the store on the number on the receipt, speak to someone else and you will get your refund. I wouldn't go into another store as there's no reason to the store you visited should be providing a refund. Also put in a complaint against the two people that dealt with you instore they obviously need a little more training.

wjp666

like i said, now awaiting a reply to my formal letter. i admit i have way too much time on my hands here and really don't care for a simple solution. yes, i could print off some instructions, or go to a different store... but i don't see why i should. it's a principal thing for me.

they would have probably been REALLY upset if they realised i hadn't kept the original polystyrene packaging too!

vyle

Depending on the agreement the store has with the manufacturer, the manufacturer may refund the store the price they paid for the goods, and so most places do LIKE the customer to return the goods with all the original accessories and that includes the instructions and sometimes the packaging.

Now, this is irrelevant to the SOGA, but if you were claiming on the SOGA and it has been more than six months, Asda is still in the right to not take it back, but until you have proven the fault is inherant, and if it is less than six months old, you will have to give them the opportunity to prove that it it wasn't an inherant fault.

If you're returning it under the warranty, then that may stipulate that everything must be present.

If you're returning it under the returns policy, all it says is:


"When you purchase any electrical item the receipt will be placed in a free Exchange & Refund wallet. If you don’t receive a wallet, just ask a colleague for one at any time, they will be ‘Happy to Help.’ Electrical products are automatically guaranteed for one year from purchase."

Did you get one of these wallets? What does it say?

Flyboy152

wealdroam wrote: »

Is "about six months" over or under six months?

If you bought the thing over six months ago you could be asked to prove the fault is inherent.
And "and i know it is faulty through no fault of my own" is not proof.

Also, if you start talking about "asking to put her statement in writing" and "a nice long letter to the store manager quoting SOGA" I would be preparing myself for a bit of awkwardness on their part too.

Why? Bearing in mind the way the OP was treated, it is quite reasonable for them to ask for copies of any terms and conditions the retailer wishes to impose. What is wrong with writing a letter of complaint after shoddy service?

Zandoni

I never understand why people on here start asking if the goods are older than 6 months, most stores give a years guarantee and SOGA doesn't need to come into it.

OP I wouldn't bother writing letters I'd phone ASDA head office and see what they say or better still take it back again and talk to the store manager and I mean the head guy not a departmental manager.

wealdroam

Zandoni wrote: »

I never understand why people on here start asking if the goods are older than 6 months...

I am sorry to hear that you don't understand that.

CoolHotCold

wealdroam wrote: »

I am sorry to hear that you don't understand that.

Don't disappoint me thread.




Also, if they were going to swap it over (if they still have them in stock) could they just, you know, not swap over the blu ray and keep the leaflet?