Help please with unscrupulous retailer

Emmelle_2

Two days ago we went into litecraft in Oldham and purchased two identical lights, total cost £322. The store was due to close at the time at 7pm and it was 645 and although the store was still open the warehouse bit attached was not. We paid on credit card and was given a receipt and told to collect today (Saturday)
So today we went to the store to collect but before we did we asked for measurements of the lights and decided on reflection that they might be a little too large. It is so deceptive in a big warehouse on how tall the ceilings are.
We had a look around the store to see if there was anything else we liked. There wasn't so we asked for a refund instead. Now at this stage remember we haven't got the goods, we haven't taken possession of the goods at all.
We were told that we could not have a refund only a credit note or exchange. Now how is this legal? We haven't even taken possession of the goods.
It has left our credit card account now.
We left the store in disgust with no lights and no refund.
PLease help us (((((((

Pollycat

Emmelle wrote: »

Two days ago we went into litecraft in Oldham and purchased two identical lights, total cost £322. The store was due to close at the time at 7pm and it was 645 and although the store was still open the warehouse bit attached was not. We paid on credit card and was given a receipt and told to collect today (Saturday)
So today we went to the store to collect but before we did we asked for measurements of the lights and decided on reflection that they might be a little too large. It is so deceptive in a big warehouse on how tall the ceilings are.
We had a look around the store to see if there was anything else we liked. There wasn't so we asked for a refund instead. Now at this stage remember we haven't got the goods, we haven't taken possession of the goods at all.
We were told that we could not have a refund only a credit note or exchange. Now how is this legal? We haven't even taken possession of the goods.
It has left our credit card account now.
We left the store in disgust with no lights and no refund.
PLease help us (((((((

Nobody can help you. It is perfectly legal.

In the circumstances you describe, you have no rights to a refund just because you changed your mind.


ETA:
from another part of this website:

If I've bought something, can I change my mind?
Many of us have bought something only to later decide it's unsuitable or unneeded. Yet shops are under no obligation to take your goods back, just because you've changed your mind, only when they're faulty.
The exceptions to this are when buying on the internet, mail order or financial agreements, when you often have cancellation rights.
But even when you don't have rights, plenty of companies do still give refunds. These are mainly high street stores with returns policies allowing you to simply take back whatever you want within a set timeframe. You're less likely to be able to change your mind for a service contract that's started, though.
These goodwill policies have encouraged more and more customers to expect this as a right, even though it doesn't always apply.
This doesn't mean you can't ask, though. Shops would rather keep customers happy than be sticklers for the rules. They consider all customers to be potential clients who will use their services or buy their products again and again.

As the shop has already told you that you can't have a refund I'd guess it's not worth asking again.

Emmelle_2

Thanks for your link. Does this apply even if I haven't collected the goods. They are still in possession of them?

tomtontom

I have dealt with Litecraft on several occasions, they offer excellent discounts on the items they make for John Lewis. Their customer service has always been first rate, it is unfair to call them unscrupulous for something that is your fault.

Caz3121

Emmelle wrote: »

Thanks for your link. Does this apply even if I haven't collected the goods. They are still in possession of them?

you paid for the goods so they belonged to you but were being stored on your behalf by the store

Emmelle_2

tomtontom wrote: »

I have dealt with Litecraft on several occasions, they offer excellent discounts on the items they make for John Lewis. Their customer service has always been first rate, it is unfair to call them unscrupulous for something that is your fault.

Sorry no I don't think it is unfair at all. Since this happened this morning I have read lots of reviews on this company and people have had no end of trouble with them. Wish I had read them in the beginning before visiting.


Yes we made a mistake, we are human. The store is deceptive as all large stores are in the size of goods look small in comparison to the vastness of the space they have. We paid and then changed or minds. The goods are still with them its not like we have got them home and unpackaged them and then decided differently. We are to blame yes for part of it but it is dreadful customer care to not offer a refund as the goods are still with them. (It wasn't our choice not to have them two days ago)


It has left a very bad taste in my mouth. It would have been no harm at all to give a refund it has surprised me to learn there are no legal rights for this on an unopened and unused product.
Guess we are so used to decent companies these days with excellent returns policies that I assumed it was a legal requirement.

Pollycat

Emmelle wrote: »

Yes we made a mistake, we are human. The store is deceptive as all large stores are in the size of goods look small in comparison to the vastness of the space they have. We paid and then changed or minds. The goods are still with them its not like we have got them home and unpackaged them and then decided differently. We are to blame yes for part of it but it is dreadful customer care to not offer a refund as the goods are still with them. (It wasn't our choice not to have them two days ago)

That's makes no difference, you paid for the goods, they belong to you.

Why didn't you ask for measurements before buying?
If they couldn't have provided the measurements because the warehouse was closed, you could have left it until it was open.

Emmelle wrote: »

It has left a very bad taste in my mouth. It would have been no harm at all to give a refund it has surprised me to learn there are no legal rights for this on an unopened and unused product.
Guess we are so used to decent companies these days with excellent returns policies that I assumed it was a legal requirement.

Lots of people make that erroneous assumption.

thistledome

Have you contacted your Credit Card issuer to see if they will help with a refund?

I know the store haven't acted illegally, but I think they are being a bit bloody minded. If they'd just issued a refund out of goodwill they wouldn't be any worse off and they'd have potentially kept a customer for the future.

I'm assuming the lights aren't custom made for the OP? If they're just stock items then I think the shop are being awkward just because they can.

tomtontom

Emmelle wrote: »

Sorry no I don't think it is unfair at all. Since this happened this morning I have read lots of reviews on this company and people have had no end of trouble with them. Wish I had read them in the beginning before visiting.


Yes we made a mistake, we are human. The store is deceptive as all large stores are in the size of goods look small in comparison to the vastness of the space they have. We paid and then changed or minds. The goods are still with them its not like we have got them home and unpackaged them and then decided differently. We are to blame yes for part of it but it is dreadful customer care to not offer a refund as the goods are still with them. (It wasn't our choice not to have them two days ago)


It has left a very bad taste in my mouth. It would have been no harm at all to give a refund it has surprised me to learn there are no legal rights for this on an unopened and unused product.
Guess we are so used to decent companies these days with excellent returns policies that I assumed it was a legal requirement.

Here are nearly 480 positive reviews to counter the 'lots' that you claim to have read.

http://www.amazon.co.uk/gp/aag/main?ie=UTF8&asin=&isAmazonFulfilled=&isCBA=&marketplaceID=A1F83G8C2ARO7P&orderID=&seller=L

And another 500 here, mostly positive:

https://www.trustpilot.co.uk/review/www.litecraft.co.uk

It is not fair to try to discredit a company just because you messed up.

tomtontom

thistledome wrote: »

Have you contacted your Credit Card issuer to see if they will help with a refund?

I know the store haven't acted illegally, but I think they are being a bit bloody minded. If they'd just issued a refund out of goodwill they wouldn't be any worse off and they'd have potentially kept a customer for the future.

I'm assuming the lights aren't custom made for the OP? If they're just stock items then I think the shop are being awkward just because they can.

The lender will not issue a chargeback/ s. 75 claim just because a customer changes their mind.

Emmelle_2

The review centre was what I was reading. I cannot post the link as I am a new poster and therefore not allowed. However
That was what I was reading.


The breakdown (Please check if don't believe me) as the way you put the word 'lots' in your post suggests I am lying.


There are 180 reviews
54 5 stars
37 4 stars
2 3 stars
3 2 stars
84 1 stars


Doesn't sound like an excellent company to me. When dealing through amazon presumably companies have to tow the line more to fit in with amazons terms and conditions. Within their own stores they are free to behave in any manner they see fit.
I DO except that I rushed into this purchase and got carried away with the lovely store and didn't take into full account how large this light was. As I said it is easy in an enormous store to not appreciate the sizes of the products. If I would have collected the lights two days ago and opened them and THEN decided all was not well then of course I wouldn't be expecting a refund. This is clearly not the case and the lights are still with them and in their original state. I am surprised to hear the legal position and that is what I came on here to discover. Does not change my opinion one jot of the store. I shall therefore look forward to adding my review to the 84 terrible reviews already given!