The Range refusing to refund

RAP_2

This is my first post so I hope it is in the right place.

My parents bought a drill from The Range and, when they got it home, were disappointed to discover that, not only was it faulty (it didn't hold drill bits securely and the plug pins were bent) but it had obviously been used, returned and put back on the shelves for them to buy.

I went to the Range with my parents to return the drill today, with in 1 week of them buying it. We had the receipt and all the original packaging and explained that not only was it faulty but it had been used before they bought it. You know what is coming now don't you... The manager told us that unless we could prove it had been used before we bought it (how on earth could we do that?) she could not issue a refund. Obviously there was no way we could prove it was second hand but we could prove that it was faulty, but the manager decided that my 70 year old father must have physically bent the plug pins himself and that we were lying about not using it. I tried to explain that even if we had tried to used it, which we hadn't, we would wouldn't have been able to as it was faulty. The manager once again said that we must have used and broken it ourselves. I asked the manager to put in writing that she thought that we had caused the damage but she refused.

Whilst all this was going on, a lady came in an returned some damaged mats without question. I asked why she was not being accused of causing the damage as we were, but my question went unanswered.

We put up a good fight but the manager had decided we were not getting a refund (an exchange was not discussed) and that was that.

It is not the £12 cost of the drill that is the issue here , I simply refuse to be called a liar and this firm is selling returned, used, damaged and potentially lethal electrical goods as "new" and then refusing to issue refunds to innocent shoppers.

I have emailed their customer services dept but have a feeling they are just going to back up their manager. What can I do if the store is accusing us of damaging the goods? How can we provide proof that we didn't use the drill?

Money-Saving-King

RAP wrote: »

Whilst all this was going on, a lady came in an returned some damaged mats without question.

This is quite interesting. Just out of interest was she quite nice whilst perhaps from what you've posted

RAP wrote: »

I went to the Range with my parents to return the drill today

You went in with them even though you have nothing to do with this & used the guns blazing approach?

Timalay

Surely it's upto The Range to prove it's been used, and not a user during the first 6 months.

westy22

Threaten them with going to your local Trading Standards - retailers are more frightened of them getting involved than almost anybody else!

[Deleted User]

I agree they should refund you however I think a £12 drill is a complete waste of money unless you are going to only drill one or two holes then throw the thing away.

Even the cheapest Black and Decker will be 500% better.

Vickilo

Try writing to head office if you had no luck at the store. The onus is on the retailer in the first 6 months to prove that the drill isn't faulty, if the drill is faulty then you needn't worry if the drill has been used before your dad bought it. Treat the two issues separately: but primarily focus on the fact you're saying it is faulty: therefore not of satisfactory quality as required by the Sale of Goods Act 1979.

RAP_2

Money-Saving-King wrote: »

This is quite interesting. Just out of interest was she quite nice whilst perhaps from what you've posted



You went in with them even though you have nothing to do with this & used the guns blazing approach?

Wow you have assumed alot there!!!

If it makes any difference to my parents rights for a refund...

1. I had taken my parents out shopping for the afternoon as they are elderly and don't like driving.

2. I went in to the Range for lightbulbs and wasn't even present when they told my dad he must have broken it.

3.Where does it say I went in all guns blazing? We are polite, civil people. Things only got heated when out integrity was called into question and the manager became rude and almost abusive.

Does the above make any difference to my parents rights to a refund?

RAP_2

camelot1971 wrote: »

I agree they should refund you however I think a £12 drill is a complete waste of money unless you are going to only drill one or two holes then throw the thing away.

Even the cheapest Black and Decker will be 500% better.

I have to agree with you there, I wouldn't go near a £12 drill either. To be honest it is not the £12, it is the fact they are being refused a refund that irks.

RAP_2

Vickilo wrote: »

Try writing to head office if you had no luck at the store. The onus is on the retailer in the first 6 months to prove that the drill isn't faulty, if the drill is faulty then you needn't worry if the drill has been used before your dad bought it. Treat the two issues separately: but primarily focus on the fact you're saying it is faulty: therefore not of satisfactory quality as required by the Sale of Goods Act 1979.

Thank you. That was what I tried to do instore, I doubt my parents really care that much that the drill was used, it is the fact that it plug pins are wonky so it may be unsafe/leathal to use and as it doesn't hold a bit securely so probably doesn't drill holes. Thank you for the Sale of good's act info, I will quote that to head office/customer services.

Valli

I wouldn't have even mentioned your suspicions that this wasn't a new drill; I would have used the phrase 'not fit for purpose' and requested a refund under the terms of the sale of Goods Act.

lucy03

As others have suggested, I'd just write a letter to Head Office being very polite and just asking if they could resolve the matter. I'm not suggesting you'd take them to court but they'll know that if you did it'd very likely be something not worth their while contesting so I can't imagine this is something they will want to hold out on.