Heavy bulky goods faulty - no need to return

malchish

Thought this would be a useful info for a consumer who bought something heavy/bulky/boxed from a store (as opposed from the internet) and then at home found out that the product was defective.
Someone contacted me today who bought a garden cart (17 kg weight) from Robert Dyas. Brought the box home, started to assemble - some part was missing, and the bolts were so stiff that the assembly proved impossible after 2 hours of trying.
The customer (lady with a small baby) called customer services at Robert Dyas, and she says she was arrogantly fobbed off by them. They told her that, since thefaulty item was bought from a store - she must return the item to the store, they won't collect, they won't pay costs for return.
No amount of reasoning with them - that the unboxed, half-assembled huge cart won't fit in the car, that the baby is ill and cannot be taken into town, and certaintly cannot be carried at the same time as the cart... nothing was good for Robert Dyas non-service. They refused to refund unless the bulk is brouhgt back. They refused to collect.
The lady was so upset, she asked for help:
And I found this - from the gov. guidance:

Returning the goods

If you bought the goods in a shop, it may be quicker and easier to take them back yourself. However, you don't have to do this and it may not be practical for you to do so.



If the goods are too big to take back you could:

• take a photograph of the problem in to the trader
• invite the trader to inspect the goods in your home
• ask the trader to come and collect them
• offer to post them to the trader. But only do this if the trader agrees to pay the cost of postage, packing and insurance cover.

If you can post them back, tell the trader that you want the money for postage back before you pay the cost. If possible, tell the trader how much it will cost beforehand.

So, dear consumer, if you bought a heavy, bulky pain in the backside, a faulty product - returning the item is not your problem, it is the shop's problem.

The lady will now ask for the compensation for inconvenience from Robert Dyas head office, and the recorded conversation with their non-customer service will be aired on youtube, with all their illegal refusals, unless the compensation is sufficient to make her happy.

When being fobbed off, do not forget to record the fobbing-off!
And, remember: no obligation to return. Just ask to get your money back (and if they refuse, get it via your credit card, for example).

dalesrider

How unfair on the retailer....

Funny how the baby was fine to go shopping and purchase the goods, yet was too ill to take it back.
Yes. I do know children can fall ill quickly. That child has become nothing but a excuse to worm out of taking the goods back.
If you manage to unpack, then you should be able to pack it back up again.....

agrinnall

malchish wrote: »

The lady will now ask for the compensation for inconvenience from Robert Dyas head office, and the recorded conversation with their non-customer service will be aired on youtube, with all their illegal refusals, unless the compensation is sufficient to make her happy.

Did this lady tell the CS advisor that the call was being recorded? While it's legal to make a recording without advising that it's being done, I believe that then using that recording in the way you describe would leave her open to legal action.

To be honest, both you and her sound like right pains in the posterior, and I imagine Robert Dyas may pay her a small amount just to get rid of her.

Forwandert

If its missing parts and faulty bolts its sometimes easier just to go into the store, speak to the manager and ask if those parts can be replaced/swapped. Leaves the store without the hassle of a half built unit in the back and the customer with what they need. Then the unit instore goes through the till instead as a replacement. Its never a company policy but is an easier work around for everyone involved.

Techhead_2

malchish wrote: »

Thought this would be a useful info for a consumer who bought something heavy/bulky/boxed from a store (as opposed from the internet) and then at home found out that the product was defective.
Someone contacted me today who bought a garden cart (17 kg weight) from Robert Dyas. Brought the box home, started to assemble - some part was missing, and the bolts were so stiff that the assembly proved impossible after 2 hours of trying.
The customer (lady with a small baby) called customer services at Robert Dyas, and she says she was arrogantly fobbed off by them. They told her that, since thefaulty item was bought from a store - she must return the item to the store, they won't collect, they won't pay costs for return.
No amount of reasoning with them - that the unboxed, half-assembled huge cart won't fit in the car, that the baby is ill and cannot be taken into town, and certaintly cannot be carried at the same time as the cart... nothing was good for Robert Dyas non-service. They refused to refund unless the bulk is brouhgt back. They refused to collect.
The lady was so upset, she asked for help:
And I found this - from the gov. guidance:

Returning the goods

If you bought the goods in a shop, it may be quicker and easier to take them back yourself. However, you don't have to do this and it may not be practical for you to do so.



If the goods are too big to take back you could:

• take a photograph of the problem in to the trader
• invite the trader to inspect the goods in your home
• ask the trader to come and collect them
• offer to post them to the trader. But only do this if the trader agrees to pay the cost of postage, packing and insurance cover.

If you can post them back, tell the trader that you want the money for postage back before you pay the cost. If possible, tell the trader how much it will cost beforehand.

So, dear consumer, if you bought a heavy, bulky pain in the backside, a faulty product - returning the item is not your problem, it is the shop's problem.

The lady will now ask for the compensation for inconvenience from Robert Dyas head office, and the recorded conversation with their non-customer service will be aired on youtube, with all their illegal refusals, unless the compensation is sufficient to make her happy.

When being fobbed off, do not forget to record the fobbing-off!
And, remember: no obligation to return. Just ask to get your money back (and if they refuse, get it via your credit card, for example).

You've misunderstood that advice. It is simply a list of possible resolutions and does not mean that the retailer is obligation to offer offer your choice.

Searcher

malchish wrote: »

Thought this would be a useful info for a consumer who bought something heavy/bulky/boxed from a store (as opposed from the internet) and then at home found out that the product was defective.
Someone contacted me today who bought a garden cart (17 kg weight) from Robert Dyas. Brought the box home, started to assemble - some part was missing, and the bolts were so stiff that the assembly proved impossible after 2 hours of trying.
The customer (lady with a small baby) called customer services at Robert Dyas, and she says she was arrogantly fobbed off by them. They told her that, since thefaulty item was bought from a store - she must return the item to the store, they won't collect, they won't pay costs for return.
No amount of reasoning with them - that the unboxed, half-assembled huge cart won't fit in the car, that the baby is ill and cannot be taken into town, and certaintly cannot be carried at the same time as the cart... nothing was good for Robert Dyas non-service. They refused to refund unless the bulk is brouhgt back. They refused to collect.
The lady was so upset, she asked for help:
And I found this - from the gov. guidance:

Returning the goods

If you bought the goods in a shop, it may be quicker and easier to take them back yourself. However, you don't have to do this and it may not be practical for you to do so.




If the goods are too big to take back you could:

• take a photograph of the problem in to the trader
• invite the trader to inspect the goods in your home
• ask the trader to come and collect them
• offer to post them to the trader. But only do this if the trader agrees to pay the cost of postage, packing and insurance cover.

If you can post them back, tell the trader that you want the money for postage back before you pay the cost. If possible, tell the trader how much it will cost beforehand.

So, dear consumer, if you bought a heavy, bulky pain in the backside, a faulty product - returning the item is not your problem, it is the shop's problem.

The lady will now ask for the compensation for inconvenience from Robert Dyas head office, and the recorded conversation with their non-customer service will be aired on youtube, with all their illegal refusals, unless the compensation is sufficient to make her happy.

When being fobbed off, do not forget to record the fobbing-off!
And, remember: no obligation to return. Just ask to get your money back (and if they refuse, get it via your credit card, for example).

Isn't that blackmail?

Valli

OP you say in your post that it's GUIDANCE - the list of options are things you COULD do.

When giving reasons why one cannot do something - one reason should suffice.

"the goods are half-assembled and I cannot fit them in my car" is sufficient and relevant. The baby and his health or otherwise are irrelevant.

Hintza

There is a definite theme in the posts you start 100% (2/2) of them are about returning or not returning goods to retailers.

Both of which are not factually correct.

malchish

I see that some posters who managed to acquire thousands of posts since august last year (I wonder why? job? Most people are far too busy with their real life to post here all the time...) are working hard to discredit the genuine info I provided.

1) The Sales of Goods Act does NOT place an obligation on the consumer to return the items physically. Read it.

2) Flat packed items do NOT fit in their boxes once assembly has started.

3) The baby was NOT shopping, it was at home, as far as I know.
Why assumptions?

4) It IS fair on the retailer. "Do not sell flat-packed trash to people, and you won't have to collect that trash back". Retailers rouinely use consumers as quality control points, saving money on their own controls.

5) Consumer SHOULD NOT suffer if they were unfortunate enough to buy something bad in good faith. Why do they have to waste their time and money on return? Would it be fair on the consumer?


6) It is perfectly legal to record the conversation if you are a party to it! You do not have to tell anybody that you are recording. Only liars are afraid of recording.
Any member of staff at a company who is afraid of being recorded while doing their job (doing customer service), has a reason for their fear. They either lie, or say nonsense, and they do not want their managers to know that.
The arrogant staff at Robert Dyas, by the way, WERE told they were recorded.:beer:

debsy42

malchish wrote: »

3) The baby was NOT shopping, it was at home, as far as I know.
Why assumptions?

:rotfl:Think you've contradicted yourself there

malchish

Searcher wrote: »

Isn't that blackmail?

No. It isn't.

It is a normal, reasonable warning. Common sense.

Example:
"if you reverse into the back of someone's car and do not pay for repairs, you will be taken to court and will pay costs."
Is this blackmail?
No.