Can anyone advise re: returning a television bought online?

davidjameslevy

Hi everyone!

Sorry to be one of 'those' people who join in the hope of some free advice but I'm in a bit of a pickle and would really, really appreciate any advice. I'll try and keep it short, I promise.

Basically, I have recently moved into a new house and as a result, my wife and I bought ourselves a new TV from AO.com. It cost £750.

In short, it's rubbish - it's slow, it feels and looks cheap, and the optical output doesn't work which is a term which means to me: no sound out of our soundbar.

I called AO this morning to arrange a return, and have been told they don't accept returns (despite this being plastered all over their website) unless the item is faulty, and that they will accept taking it back, but will only refund 55% of what I paid as it is now 'used'.

Surely this is illegal? I have been advised to look at the Consumer Rights legislation, which I have done, and am awaiting a call back with some advice from Trading Standards but as you can imagine, we're ever so keen for any sort of additional help and someone suggested I come here and try.

Thank you so much in advance!

Keep_pedalling

How long have owned it?

davidjameslevy

Hi there

Today is the 5th day - ordered on the 21st, delivered on the 24th.

Chickabiddybex

It sounds as though it's faulty if the optical output doesn't work. In that case though, they are within their right to replace/repair.

Their Ts & Cs on their website say if you use something they will deduct from the price if you return:
http://ao.com/help-and-advice/Help-With-My-Product/Free-14-Day-Returns
"We're happy for you to unpack the item and inspect it properly, however, if you've used or installed it, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item."

My advice is to exchange it for another item. I assume you will still need a TV.

OR

Call them back up and say "I just opened it and inspected it and I don't like it, I want to return it" and if they say "but you said you used it" say "I was just inspecting it".
To be honest it seems as though their Ts & Cs are tailored to white goods. They can't really take back a washing machine after it has been used. A TV being turned on is no big deal at all though. You might be able to argue you should be able to return a TV for free under the DSRs. I think they're very cheeky to say otherwise. Keep pushing. Or as I said before, if you still need a TV, just exchange it.

davidjameslevy

I did initially call to replace the item with the Samsung model they also stock at +£100 more. Given their conduct now though, I don't think buying through them is something I'm keen on.

Keep_pedalling

Are you sure the optical output is faulty rather than a set up issue?

Assuming you do get a refund on the set, don't replace it with something else without seeing it in the flesh.

davidjameslevy

Yes, I have now tested it with multiple items.

Faulty aside, am I not entitled to a refund regardless under consumer protection laws?

wealdroam

Chickabiddybex wrote: »

It sounds as though it's faulty if the optical output doesn't work. In that case though, they are within their right to replace/repair.

Their Ts & Cs on their website say if you use something they will deduct from the price if you return:
http://ao.com/help-and-advice/Help-With-My-Product/Free-14-Day-Returns
"We're happy for you to unpack the item and inspect it properly, however, if you've used or installed it, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item."

My advice is to exchange it for another item. I assume you will still need a TV.

OR

Call them back up and say "I just opened it and inspected it and I don't like it, I want to return it" and if they say "but you said you used it" say "I was just inspecting it".
To be honest it seems as though their Ts & Cs are tailored to white goods. They can't really take back a washing machine after it has been used. A TV being turned on is no big deal at all though. You might be able to argue you should be able to return a TV for free under the DSRs. I think they're very cheeky to say otherwise. Keep pushing. Or as I said before, if you still need a TV, just exchange it.

The Consumer Rights Act gives the consumer up to thirty days to reject goods that do not conform to contract.

OP, you may need to demonstrate that the optical sound doesn't work, but having done that,and assuming optical sound is a feature of your television, you are entitled to a full refund and the seller must arrange collection.

Also, although not applicable to your situation, during the first six months following the sale, The Consumer Rights Act does not allow the seller to reduce the refund to account for use the consumer has had.

DCFC79

Why not phone up again and speak to a different person.

[Deleted User]

Funny, I also really struggled to get optical out working on my TV. I wonder if it's a common thing.

FOREVER21

Consumer Rights Act 2015, allows for a full refund of "faulty" items purchased within 30 days. No deductions can be made by the. retailer.

However this is only for faulty items, you may have to get an independent report proving there is a fault.



Well done Wealdroam, I must improve my one finger typing speed.