Problem with Morphy Richards Customer services

sonjaday

Please help with a problem I'm having trying to email contact customer service at Morphy Richards about a faulty electric blanket.

I purchased this blanket which did not heat up properly. I emailed within a few days outlining my problem and customer service said I could have a refund if I returned it, but that I would have to pay the postage.

I felt this was unfair and checked on Martin's forums and found previous advice that according to Government Legislation, the postage should be included in a refund.

I emailed and pointed out the legislation involved, but have heard nothing back, they seem to be ignoring my complaint.

Do you have any suggestions please as to what my next move should be?

Thank you.
Sonja

Helix

Who did you buy the blanket from, Morphy Richards themselves? or somewhere like Argos?

sonjaday

Hi Helix

Thank you for your reply to my query.

I bought it from Morphy Richards own website. I wanted to stick with them as my previous blanket was also by them. It would have been much easier to have taken it back to Argos, but they don't stock Morphy Richards electric blankets.

sonjaday

I have an update on my ongoing problem with the Morphy Richards electric blanket which I paid to return to them because in my opinion it was faulty.

It was a tiny size, but Morphy Richards say it is actually bigger than they state on the box. It also hardly heated up and after having blankets for many years, it was obvious it was not heating up anywhere near as warm as other blankets. Morphy Richards say their own technicians have examined it and it's working correctly so they will not be reimbursing me for the postage costs of over £9.

Is there anything I can do about this? I was forced to pay the postage or I wasn't going to get a refund at all. I have to accept their statement that the blanket is not faulty, because they say so.

I worked in retail for many years and I can't believe the way this company treats it's customers. There was no way the firms I worked for would have treated any customer in this way.

I would be grateful for any help or advice.

Thank you.

wealdroam

If there is no fault with the blanket then the seller does not have to cover the carriage costs.

If you still believe the thing to be faulty, then you will need to prove the fault is inherent and try again with the seller.

On re-reading your post, have they actually provided a refund of the purchase price?
If so, and you no longer have the blanket, I fear that you may have reached the end of the road.

sonjaday

Hello wealdroam

Thank you for taking the time to read my posts and reply. My apologies for not coming back sooner, but I've been unwell with a cold.

Yes the blanket has been returned and Morphy Richards have refunded my purchase price, so as you say it looks like it's the end of the road.

I used to be a fan of Morphy Richards goods, but reading other posts and complaints, something seems to be going wrong both with their products and their customer service.

A lesson learned, I think.

Thank you once again.

bris

Not all blankets will heat up to the same temp, some can be controlled others can't.

Just because yours didn't heat up to the same as others you have had didn't make it faulty so you have no right to a refund let alone get the postage back.