Issue with watch company

mentormum

Hi everyone
Parents bought a watch in Dec 2014, after many months of tooing and froing as the watch was faulty they finally agreed to a replacement they are in their 80's and were "persuaded" to buy a more expensive replacement watch.
Watch duly recd under new order number etc, when received it had quite clearly been used, it had incorrect instruction manual and was totally unsuitably heavy for my dads frail wrists.
Within 14 days of receipt they asked for a refund and were refused. 4 phone calls and two un answered emails later still no joy.
Can anyone advise what to do next?
The watch was purchased in the uk via one of those booklets in a national newspaper.
Thanks

wealdroam

mentormum wrote: »

Hi everyone
Parents bought a watch in Dec 2014, after many months of tooing and froing as the watch was faulty they finally agreed to a replacement they are in their 80's and were "persuaded" to buy a more expensive replacement watch.
Watch duly recd under new order number etc, when received it had quite clearly been used, it had incorrect instruction manual and was totally unsuitably heavy for my dads frail wrists.
Within 14 days of receipt they asked for a refund and were refused. 4 phone calls and two un answered emails later still no joy.
Can anyone advise what to do next?
The watch was purchased in the uk via one of those booklets in a national newspaper.
Thanks

Is this anything to do with ali_hire's problem?
If not, it should be in a new thread.

Anyway, did they purchase the replacement watch in a shop or by mail order or another distance means?

If the purchase was made in a shop, then there is no statutory right to a refund. The only chance would be if the shop's policy allowed for it, or the shop offered a refund as a goodwill gesture.

mentormum

Guys sorry if this is the wrong place not very good at this.
Both original and new watch were mail order/ by telephone.
I was hoping someone might know who to contact in the company other than customer services who are very rude and refuse to reply to emails.
I would consider going to small claims if people thought I might have a case.

hollydays

Contact them on facebook?

LilElvis

mentormum wrote: »

Guys sorry if this is the wrong place not very good at this.
Both original and new watch were mail order/ by telephone.
I was hoping someone might know who to contact in the company other than customer services who are very rude and refuse to reply to emails.
I would consider going to small claims if people thought I might have a case.

How did they pay - cheque, debit card, credit card? How much was the initial watch, and how much extra for the "upgrade" replacement? Do they have emails to prove that they rejected the replacement, and the date they did so?

mentormum

Payment made by cheque original watch was £79.99 plus £7.99 p&p
Upgrade was £129.99 plus p&p.
They did everything by phone until they asked me to help, they have kept good records of calls and who they spoke with.

bris

In flight magazines used to be rife for this, there would be a big full spread advert for a watch at £799 but just by coincidence they were having a sale on the watch at something ridiculous at £200, a fool and his money as they say.