Sold Faulty Item - Retailer Being Difficult

MamaMoo_2

Hi.
I bought a washer dryer, reconditioned, on Monday.
The drying function on it doesn't work.
The company I bought from have said either I bring it back myself, or they come out and do a repair, but I pay call out fee.
They have said if the goods are returned they have 5 working days before I get a replacement, and that they don't do refunds. I don't want an exchange as I have no faith left in them, especially after the way I have been treated today. They also don't have a similar machine, I chose this one as it has an almost silent spin on it.
Their T&Cs, however, say that they do refund with proof of purchase, but it will be via cheque, not the method I paid.
Their T&Cs also say that if goods are refunded that this is subject to a 25% restocking fee.
I tried to argue acceptance, however the guy laughed down the phone and called me awkward for not just lugging the huge thing back to his premises or paying a £20+ call out fee.
Any advice would be greatly appreciated. Thanks.

MamaMoo_2

Marktheshark

How did you buy ? Online or in store and how did you pay ?
Cash, credit card ?
Value of item ?

MamaMoo_2

In store
Card
£180

Marktheshark

PS only bit thats important on that waffle is section 18.

Marktheshark

MamaMoo wrote: »

In store
Card
£180

What type of card, credit or debit and issuer of card, Eg, visa, master card.
?

MamaMoo_2

Marktheshark wrote: »

What type of card, credit or debit and issuer of card, Eg, visa, master card.
?

Visa debit

Marktheshark

Good, they are a charge-back debit card, read this guide first:
http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

MamaMoo_2

Marktheshark wrote: »

Good, they are a charge-back debit card, read this guide first:
http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

I've spoken to the bank about chargeback. They are insisting that I return the item to the company and receive proof of this. This requires not only me arranging transport but also getting the shop to sign to say they have accepted the goods back, which is unlikely

Marktheshark

Legally they are supposed to repair the item if possible, exchange it for like for like or refund.
They can not dictate "conditions" and charges that will be applied.
I would hope Visa on reading the twaddle and accepting your description the item is faulty, just reverse the transaction and they can collect it and try it on with someone else.

Marktheshark

MamaMoo wrote: »

I've spoken to the bank about chargeback. They are insisting that I return the item to the company and receive proof of this. This requires not only me arranging transport but also getting the shop to sign to say they have accepted the goods back, which is unlikely

You need to call back and get passed the idiot in the call centre, this is very standard procedure on charge back requests .