Buying a trailer from Halfords

GettinSadda

Aaaaarhgh :mad:

Last week I decided to bite the bullet and buy a trailer (doing far to much DIY!!)

So, being a mug I went to Halfords and selected an Erde 142 from their available stock (£299.99). I did this by checking options online first and then looking at literature in store. They don't have the items all made up and ready to take away - they come "flat-packed".

Well, when I say flat packed there are three large boxes and each was in a very poor state, but at least the staff helped me load them into my car. Total weigt 95kg!

They do offer to put it together for you for another £50 - but I declined this (I wish now that I hadn't!)

When I got it home I set about building it. Towards the end of the 2 hours it takes to build I discovered 3 problems.

1) One of the mudguards was incorrectly welded so that there was no way to get both the main bolts in (the bolt holes ended up 1cm closer together on the mudguard than the body of the trailer).

2) The sides bolt on using a system where there is a nut attached to the base and a hole in the side panel - you put a bolt through the side panel into the nut in the base. Unfortunately one of these fixed nuts is missing. There are a total of about 6 bolts that hold the panel on, the panel ends up with only 5. It must be required, otherwise they wouldn't have designed it that way!

3) When I fitted the tailgate it is higher on one side than the other so that the catch on that side will not allow it to close (there is a lug that is ~1cm higher that the slot it is supposed to go in to).

I was not happy and decided to take the trailer back.

The next day hitched it up to my car and tested the electrics - I then discovered...

4) The brake lights don't work at all on the trailer (I have tested with other trailers and the electrics on my car drive them fine)

So...

I took the trailer back to Halfords and told them that I was not at all happy and wanted my money back. The guy that I spoke to (who had sold me the trailer) looked at each fault and tried to make out that they were insignificant (for example by using all his weight he managed to bend the tailgate down far enough to get it into its catch - where it needed all his weight to get it out again!). I told him that none of this was good enough and that I was entitled to my money back.

He told me that it was not faulty in his opinion and that the only way they would accept the trailer back was if I took it apart and re-wrapped it in the original packaging "in a condition where we could sell it again". and even then I would only get a refund once he sent it back to the factory and only if they agreed it was faulty. I told him that this was against the Sale of Goods Act and that I demanded a refund and they could have the trailer back in its present condition. He refused, turned his back on me and walked back into the store. When I followed him he would not talk to me and nor would any of the other staff!

Luckily I had bought the trailer on my Capital One credit card, so I phoned them on my mobile and explained the situation. They agreed that they would send me the forms to allow them to refund my money.

As the refund is likely to take up to 28 days, and Halfords were not prepared to accept the trailer back unless back in its original packaging, I took it home with me.

Now things get even worse...

Capital One have now told me that their strict policy is that they will only give a refund for faulty goods if they are sent a "recorded delivery receipt" showing the goods have been sent back. I can't post a 95kg trailer and I explained this to them, but they were adamant that this policy is solid.

Help!?? What can I do?

P.S. I have already bought a replacement trailer from a shop that sells them fully put together so you can check their condition!! I can't wait for this to get sorted as I have lots to do!

C_Ronaldo

Since the trailer is faulty they cant re sell it can they,

try trading standards, or speak to another member of staff for a refund

smcaul

Place it right in front of the entrance and when one of them moves it tell them they have just accepted responsibility for it and so you would now like your refund for defective goods. Or You could also tell them you are going to recover your costs from the small claims court adding a storage charge on top unless they take the item immedietly. Failing that, make up a couple of large sandwich boards explaining the problem and put them in the trailer and padlock it to their entrance. A Saturday would be an excellent day to try the above. With the size the item is you could easily persuade them to see things your way by doing any of the above. Hit them in the pocket on a Saturday and I am sure they will decide to uphold the SOGA.

spuds_2

These web sites are helpful:

http://www.consumeractiongroup.co.uk/
http://www.consumerdirect.gov.uk/
http://www.howtocomplain.com/info/advice.shtml

Always use recorded delivery.
I would write a firm but polite letter to the manager, with a copy to head office, citing the Sale of Goods Act:

http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0043-1011.txt

Explain clearly that you returned the trailer. I don't think it is unreasonable to expect them to now collect it from you.

Send a copy to your local Trading Standards.
Give Halfords a set time in which to make a written response.
If they have not responded, send them a Final Letter before Court Action. Then go through the Small Claims Court On line system (£30). Post in the forum on Consumer Action Group if you want guidance on this.

Write a firm but polite letter to your Credit card company - presumably you have witnesses that you went back with the trailer. Does it say anywhere in their terms and conditions about returning goods? Persevere with this - don't write off such a large amount of money.

Best wishes.