The Range refusing to refund

frugal_mike

RAP wrote: »

This is the (standard) response I have had from The Range. 28 days and they will get back to me. By which time I presume some of my rights will have been affected. Is this the case?

"We endeavour to respond to all email enquiries as quickly as possible.
However during busy periods please be aware that it may take up to
28 working days for you to receive a reply.

If your query is in relation to a store enquiry we advise that you contact
your local store where they will happily help with any of the following
enquiries. Please find all store contact details

If your query is in relation to our website or an online order please contact
the Web Customer Service Team: "

As long as you have evidence that you brought the issue to the attention of the retailer then your right to reject the faulty drill for a full refund should not be affected (assuming the fault is inherent). That being said I wouldn't advise you to wait around for 28 days, keep pushing until you get an answer.

And keep that email they sent you as proof that you have rejected the item within a reasonable time. If possible keep a copy of the email you sent them too.

RAP_2

Before I give you all this update, it may be worth pointing out that the emails I have sent have been from my parents address and I have given their contact details...

I have just had my Mum on the phone and she has had a call from The Range's customer service dept. They apologised for the fact that the store refused to issue a refund, confirmed that my parents were entitled to their money back and told them to expect a call from the branch confirming that they would get a full refund if they brought the drill back.

Yaay :j Thank you all for your help. It just goes to show that you should never take no for an answer.

arcon5

Money-Saving-King wrote: »

My store is in the top 5 of in the entire company (large well known) in terms of profitability & has averaged 15% year on year growth over that last 5 years ( find somewhere that has achieved that). Didn't expect that did you! You've proved nothing.

Was it also you that once said you also run a form which is bigger than MSE?

photome

RAP wrote: »

Before I give you all this update, it may be worth pointing out that the emails I have sent have been from my parents address and I have given their contact details...

I have just had my Mum on the phone and she has had a call from The Range's customer service dept. They apologised for the fact that the store refused to issue a refund, confirmed that my parents were entitled to their money back and told them to expect a call from the branch confirming that they would get a full refund if they brought the drill back.

Yaay :j Thank you all for your help. It just goes to show that you should never take no for an answer.

ssshhhh dont tell money saving king

RAP_2

If you are happy to complain, you have to also be happy to give credit where it is due. Below is a copy of today's email to the range:-

Dear Sirs

Further to my recent complaint regarding The Duty Manager at your Canterbury branch refusing to issue a refund on a faulty drill and accusing me of lying, I would like to advise you that this matter has been resolved. I spoke to Graham, the new manager of The Range Canterbury, who advised me that I was entitled to a refund which he would be happy to issue if I brought the drill back. I took the drill back today and have received my refund.

Graham was polite, professional and apologetic of his colleagues behaviour. He listened to our numerous complaints and answered all of our questions.

Last week the staff we encountered in your Canterbury store created a very poor impression of your company and left us embarrassed, humiliated and very angry, but Graham has managed to restore our faith in The Range and is a credit to your company.....

ivavoucher

RAP wrote: »

MSK - I know that you have assumed I only went with my parents for a fight, that we went on all guns blazing that were we to return we would do so with such poor attitude that we would end up being a laughing stock on youTube.

Can we put all that aside of one minute and start again? May I ask, in your professional opinion (as I do not doubt for one minute that you have the experience you say you have) if I am to be believed and the drill was bought a week ago, the socket pins are bent, the drill does not hold a bit in place and we have the receipt and original packaging, is the drill fit for purpose and is my Dad entitled to a refund? As I said, I do not doubt your experience, but you have not given your opinion on whether a refund should have been given or not. I am not sure if the fact that it was obviously previously returned is an issue or not, your opinion on the relevance of this would also be appreciated.

That's beautiful. :rotfl:

But I don't think MSK hangs here to be helpful to people.