Advice re faulty tent from Millets

flutterybuttery

We purchased a tent from Millets.co.uk which after some delay was finally delivered to us. We put it up the first weekend we had it, only to discover that one of the channels through which you put the poles was not stitched down properly. I contacted Millets and they arrange for it to be collected, telling me I can't have a replacement as they no longer have the tent in stock. I asked for them to refund and was told yes, once the tent had been collected and they could track my money would be refunded.

I contacted Millets this weekend as they did not advise whether the tent had been received and there was no refund to my credit card showing. They have now told me that the tent had been returned to Vango for them to decide whether it's faulty or not and that until that has been decided I cannot have a refund. This could take up to 4 weeks. I have explained my rights under Distance Selling and Sale of Goods and they are adamant that as they can't put the tent up themselves and make a decision, it has to be Vango. I am £191.25 down, I have cancelled three camping weekends due to the delay in delivery and the subsequent discovery of the fault and have two very disappointed children. Please can someone advise.

Many thanks.

Slowhand

Ah not one child but two...this is going to be a thread requiring popcorn I suspect.

geri1965_2

Slowhand wrote: »

Ah not one child but two...this is going to be a thread requiring popcorn I suspect.

Is there any need for a snide remark?

pinkshoes

If you said you wanted to return it within 7 working days from when you received it,:it's a simple return under SOGA (sale of goods act).

wealdroam

OP, we need a time scale.

It looks like some days passed between you receiving the tent and you trying to put it up.

Then it appears that they at first agreed to replace it, but when they found out they couldn't do that, you decided to cancel the contract an seek a refund.

Now, if you are seeking a refund under Distance Selling Regulations, you need to cancel the contract in writing (email is ok) within seven working days of delivery. That seven working days start with the day after delivery.

However, if you are looking to reject the goods under Sale of Goods Act because they do not conform to contract, you are entitled to a full refund.

So you need to be clear about how you are seeking a refund.
I would think you would be best advised to go for a SoGA reject, but I am not sure there is any time limit on how long they take to refund.

Under DSRs, if you have cancelled properly, within the time limits, they must refund as soon as possible, and in any case within 30 days.

Slowhand

pinkshoes wrote: »

If you said you wanted to return it within 7 working days from when you received it,:it's a simple return under SOGA (sale of goods act).

Where do you get that from?

Slowhand

geri1965 wrote: »

Is there any need for a snide remark?

Lighten up.

JReacher1

wealdroam wrote: »

OP, we need a time scale.

It looks like some days passed between you receiving the tent and you trying to put it up.

Then it appears that they at first agreed to replace it, but when they found out they couldn't do that, you decided to cancel the contract an seek a refund.

Now, if you are seeking a refund under Distance Selling Regulations, you need to cancel the contract in writing (email is ok) within seven working days of delivery. That seven working days start with the day after delivery.

However, if you are looking to reject the goods under Sale of Goods Act because they do not conform to contract, you are entitled to a full refund.

So you need to be clear about how you are seeking a refund.
I would think you would be best advised to go for a SoGA reject, but I am not sure there is any time limit on how long they take to refund.

Under DSRs, if you have cancelled properly, within the time limits, they must refund as soon as possible, and in any case within 30 days.

It sounds like they used the tent first weekend. Can you cancel under DSR when a tents actually been used? I know you can inspect goods but actually camping in it would seem a bit much?

warehouse

Slowhand wrote: »

Lighten up.

Perhaps you should? Why do people like you think it's the done thing to come on to a thread, throw an insult to a first time poster and then insult others who call you out?

Get a life.

flutterybuttery

We received the tent on August 12th. Couldn't put it up in the garden do to bad weather. Assembled it on the following weekend (18th) and advised them of the fault straightway. They arranged for collection which happened on 20th. I was told by their Facebook customer services that once the tent had been collected and they could track it, they could arrange a refund. Now been told that the tent has been returned to manufacturer and I can't have a refund unless they think it's faulty and it could take up to 4 weeks for them to make a decision.

Tent arrived very poorly packaged as well. All in all, my online shopping experience with Millets has not been brilliant.

wealdroam

flutterybuttery wrote: »

We received the tent on August 12th. Couldn't put it up in the garden do to bad weather. Assembled it on the following weekend (18th) and advised them of the fault straightway. They arranged for collection which happened on 20th. I was told by their Facebook customer services that once the tent had been collected and they could track it, they could arrange a refund. Now been told that the tent has been returned to manufacturer and I can't have a refund unless they think it's faulty and it could take up to 4 weeks for them to make a decision.

Tent arrived very poorly packaged as well. All in all, my online shopping experience with Millets has not been brilliant.

So when did you actually tell them that you wanted to cancel the contract?
Didn't they first say they would replace? When was that?

Didn't they then find out they couldn't replace.
When did they tell you that?
Following that I imagine you cancelled for a refund.

Anyway, I would be writing to them stating that you reject the goods under SoGA simply because they do not conform to contract. State that you expect a full refund within 14 days, as you have already waited some time.