Teva....Faulty goods returned but still waiting

EllStew

Hello

I'm having an issue with Teva. I bought a pair of sandals from Teva online in April and they basically fell apart even though hardly worn. I returned the faulty item in early August and despite numerous emails asking for an update, I'm getting standard responses from their customer service team who will not tell me when I can expect my money to be refunded.

They haven't confirmed that they've received the returned items (I have a receipt) and won't tell me when they will 'inspect' the product to issue a refund as stated on their T&Cs online. I've twice asked to make a formal complaint and they've not responded to that either. Their website states a 10 day turnaround, but it's been five weeks now and still nothing.

I'm not sure what my consumer rights are in terms of turnaround for 'inspections' of faulty goods to occur. Could anyone offer any advice on how I can get them to give me back my money?

Many thanks
EllStew

InsideInsurance

EllStew wrote: »

I'm not sure what my consumer rights are in terms of turnaround for 'inspections' of faulty goods to occur. Could anyone offer any advice on how I can get them to give me back my money?

[STRIKE]
As presumably this will fit into a return under the sales of goods act due to the goods being faulty then to the best of my knowledge there is no set timescales and it instead falls into the helpful grounds of "reasonable" and thus for the courts to determine.

I think as a rule of thumb 28 days is the upper limit of reasonable in most cases and I doubt that this would fit into any exceptional case which the court may decide that a longer timescale is reasonable.[/STRIKE]

Above was on the assumption of it being a English Law governed contract. If these are from the USA you need to look into the state law that governs the contract. Generally their consumer protection is significantly lower than here.

Aquamania

EllStew wrote: »

Hello

I'm having an issue with Teva. I bought a pair of sandals from Teva online in April and they basically fell apart even though hardly worn. I returned the faulty item in early August and despite numerous emails asking for an update, I'm getting standard responses from their customer service team who will not tell me when I can expect my money to be refunded.

They haven't confirmed that they've received the returned items (I have a receipt) and won't tell me when they will 'inspect' the product to issue a refund as stated on their T&Cs online. I've twice asked to make a formal complaint and they've not responded to that either. Their website states a 10 day turnaround, but it's been five weeks now and still nothing.

I'm not sure what my consumer rights are in terms of turnaround for 'inspections' of faulty goods to occur. Could anyone offer any advice on how I can get them to give me back my money?

Many thanks
EllStew

[STRIKE]
Can you escalate the complaint?

If not, and given the website promises a 10 day turnaround which has clearly now long passed, I would send them a "letter before action" demanding the full refund of the original purchase price (or a full explanation as to why this they believe this would not be appropriate in this instance). You can give them any time you like in the LBA to comply, but between 14 days and 28 days is normally considered reasonable.
[/STRIKE]

Scrub that.

I've just looked at the website and it seems to be owned and operated by a business based in California.

So your Consumer Rights will be whatever the laws of [STRIKE]California[/STRIKE] Arizona are. (Are you really prepared to enforce them if you do ever find out what they are?)

As the terms say.

Applicable Law

If you choose to visit our website, you agree that the laws of the state of Arizona will govern the conditions of use and any disputes that may arise between you and Deckers or its affiliates.

http://www.teva.co.uk/on/demandware.store/Sites-TEVA-UK-Site/en_GB/BrandTermManagement-TermsAndConditions
Your best bet is to just keep onto them (nicely!) and hope you get some kind of result.

EllStew

Thanks Aquamania
I've been trying to escalate the complaint - I've asked them twice now and my request has gone unanswered/ignored. I'll try the LBA approach in the first instance and see if that jolts them into action.
EllStew

EllStew

Not sure I'm in the mood to be 'nice' to them after this. I'll keep pursuing and hope common sense prevails. They are an international 'brand' after all. Thanks again
ES