Reasonable to ask for a refund

Legacy_user

I bought a very expensive £160 toaster from a independent shop on the 23rd July this year and today it's tripping out the electric every time I switch it on, have tried different plug sockets so confident it's the toaster. I phone the shop they tried to tell me to deal with kitchen aid direct, I said I wasn't happy about that and considering its only just over a month can't they order me a new one? She said the boss wasn't in for a couple of days and there was nothing she could do, so waiting for a phone call.

I know it's up to the shop to sort it out, but I'm not keen on them sending it off for repair as that will take ages. I would be happy if they ordered me a new one. But ideally I would like a refund and would buy it from John Lewis where I know the service is great.

This is the thing with supporting local shops, more hassle when things go wrong and delays when the managers have a few days off.

Fosterdog

You can request a refund but if it is disproportionately costly the shop are within their rights to refuse and choose to repair or exchange instead. I'd imagine with a £160 toaster it would be cheaper for them to repair than replace.

You are right that it is up to the shop to deal with it, however they can use the manufacturer as their repair agent for that item.

Usually it is quicker for you to go direct to the manufacturer yourself instead of you contacting the shop, them arranging the repair when they have time (they won't ignore other customers in the shop in front of them to book a repair for you), the manufacturer gets it fixed and returned to the shop, they then have to contact you to again for you to collect it. It can add a few days to a week on top of the repair time compared to you doing it yourself.

Some manufacturers will also pick up quicker directly from a customer than from a shop.

paddyrg

I'd take the manufacturer repair - it'll be quicker and if it's tripping it'll be a simple problem to fix, could be a quick turnaround