Help please with unscrupulous retailer

wealdroam

Zandoni wrote: »

Consumer problems are not always about the letter of the law I have had great success with so called goodwill gestures when I have been wronged by a retailer.

Indeed they're not.

However this is a Consumer Rights board and my understanding is that when people ask a question like the OP did:

Emmelle wrote: »

We were told that we could not have a refund only a credit note or exchange. Now how is this legal?

...surely the right thing to do is answer that question.

The OP was clearly asking about his/her rights... nothing else.

Zandoni wrote: »

Once I bought something from Argos and it's price dropped dramatically the next day. I phoned Argos HO and after a bit of a discussion I got them to reimburse the difference. If I'd asked advice of people here I would have been told tough luck.

Excellent.

If you had asked the advice of people on here, I am sure they would've advised you to talk nicely to the seller to see what they could do.

However, if you had asked "what are my rights?" (or "how is this legal?" as the OP did), the answer to that question would, and of course should, be completely different.

Zandoni

shaun_from_Africa wrote: »

Remind me again, what is the title of this forum?

You know darn well what its called and that makes no difference.

Zandoni

wealdroam wrote: »

Indeed they're not.

However this is a Consumer Rights board and my understanding is that when people ask a question like the OP did:

...surely the right thing to do is answer that question.

The OP was clearly asking about his/her rights... nothing else.



Excellent.

If you had asked the advice of people on here, I am sure they would've advised you to talk nicely to the seller to see what they could do.

However, if you had asked "what are my rights?" (or "how is this legal?" as the OP did), the answer to that question would, and of course should, be completely different.

There's always the phrase "but you can also"

wealdroam

Zandoni wrote: »

There's always the phrase "but you can also"

You need to visit this board more often Zandoni, so that you can answer the questions that people didn't ask.

I imagine that would keep you quite busy.

shaun_from_Africa

Zandoni wrote: »

You know darn well what its called and that makes no difference.

Yes, I know exactly what this forum is called, but it appears that you don't.

This is the "consumer rights" forum (just in case you forgot).
It is not the "consumer wants" or "praise, vents and warnings" forum and if you really think it makes no difference, maybe you shouldn't give advice on here.

Zandoni

shaun_from_Africa wrote: »

Yes, I know exactly what this forum is called, but it appears that you don't.

This is the "consumer rights" forum (just in case you forgot).
It is not the "consumer wants" or "praise, vents and warnings" forum and if you really think it makes no difference, maybe you shouldn't give advice on here.

Wow you take things so literally, shame you all ignore the 'be nice to newbie' rules.


We also all have rights to complain further than our legal rights.

Zandoni

wealdroam wrote: »

You need to visit this board more often Zandoni, so that you can answer the questions that people didn't ask.

I imagine that would keep you quite busy.

I do try...

kwmlondon

Going back to the OP's question....

I'd advise writing a letter to the customer services team. Explain the situation, ask them if they can waive their usual policy in this situation and put the item back into stock, unopened, and issue a refund.

I'd suggest mentioning that other companies offer this option, Richer Sounds, for example, will refund in full if the box has not been opened (though they charge 15% if it has as they would discount it to sell it on) within 14 days of sale.

You have no legal leg to stand on, so go for gentle persuasion and trying to be reasonable and asking for reasonableness in response.

Good luck.

pimento

Emmelle wrote: »

Sorry no I don't think it is unfair at all. Since this happened this morning ...

I thought you said you went in fifteen minutes before closing?

rustyboy21

I know the shop the OP has bought from, I bought all of my shop lighting from them and all of my lighting for my house too, when I had a rewire a few years ago. Have bought lighting for my mum from there too.


The store is not even on an industrial estate, it is built next door to an old mill, which they use as their Factory, the nearest big stores are an Aldi and a Costco, nothing else apart from a Mc Donalds.


The staff there are not pushy in any way, you have to go looking for a member of staff if you need help. I would say 80% of their business is on a B2B basis, retail only makes up a small part of their income, even though they have a website and a few stores.


OP, They have done nothing wrong, it is your fault that you didn't go in with the measurements you needed. As I have already said, you wouldn't have been pushed into the sale, at 6.45pm the staff would have been willing you to leave, so they could get home. You could have easily come back the following morning and bought them, or not, after measuring up.


This is the problem, us shopkeepers have these days, people think they have 'Rights' for everything, when 1/2 of them don't even know what they are talking about. It was your responsibility to check before buying, any exchange/refund is more of a goodwill gesture on the Co's behalf. Your £320 is peanuts to what they actually take in B2B on a daily basis. Last time I was in there, they were getting an order picked for an Hotel refurb in Manchester, which must have been worth £10,000's to them.