goldsmiths Refused to replace a 5 month old faulty watch

Dchs1

Hi everyone, I am after some advice.
I bought a TAG watch 5 months ago for a special occasion. I returned the watch to Goldsmiths today as it is not working correctly.
IAW the Consumer Rights Act 2015 I requested a replacement but would also except a refund as the watch is only 5 months old and stated I had lost confidence in that watch so did not want to except a repair.
Goldsmiths refused to do anything other than send it to TAG for assessment.
The sales staff were rude and condescending and one of them even shouted at me across the shop from were he was sat rather than get up and join the conversation.

I am so angry and upset at how I have been treated today and now I am even without my watch.

Is there anything I can do? :mad::(

Thank you for any support

naedanger

Dchs1 wrote: »

Hi everyone, I am after some advice.
I bought a TAG watch 5 months ago for a special occasion. I returned the watch to Goldsmiths today as it is not working correctly.
IAW the Consumer Rights Act 2015 I requested a replacement but would also except a refund as the watch is only 5 months old and stated I had lost confidence in that watch so did not want to except a repair.
Goldsmiths refused to do anything other than send it to TAG for assessment.
The sales staff were rude and condescending and one of them even shouted at me across the shop from were he was sat rather than get up and join the conversation.

I am so angry and upset at how I have been treated today and now I am even without my watch.

Is there anything I can do? :mad::(

Thank you for any support

The Goldsmiths are within their rights to have the item tested (e.g. by the manufacturer) to determine the cause of any fault since they would not be liable if the fault was caused by your misuse. They also are entitled to repair the watch rather than offer a replacement or refund.

Sorry if this is not the answer you were hoping for.

flashg67

Th remedy they have put in place seems fair. As for the treatment, raise a complaint, or vote with your feet and don't shop there gaain (or both).

wealdroam

Dchs1 wrote: »

Hi everyone, I am after some advice.
I bought a TAG watch 5 months ago for a special occasion. I returned the watch to Goldsmiths today as it is not working correctly.
IAW the Consumer Rights Act 2015 I requested a replacement but would also except a refund as the watch is only 5 months old and stated I had lost confidence in that watch so did not want to except a repair.
Goldsmiths refused to do anything other than send it to TAG for assessment.
The sales staff were rude and condescending and one of them even shouted at me across the shop from were he was sat rather than get up and join the conversation.

I am so angry and upset at how I have been treated today and now I am even without my watch.

Is there anything I can do? :mad::(

Thank you for any support

From The Consumer Rights Act - during the first six months following the sale, any fault can be assumed to be inherent and it is for the seller to prove otherwise.

The seller has every right to assess the goods to 'prove otherwise'.
If the seller is not able to do that assessment himself, he has every right to seek assistance from someone who can - possibly the manufacturer.

If if it is deemed that the thing is inherently faulty, a repair is a suitable remedy, along with a replacement or refund.

You ask "Is there anything I can do? "
The answer is - yes, wait patiently for the result of the assessment.

daytona0

Dchs1 wrote: »

The sales staff were rude and condescending and one of them even shouted at me across the shop from were he was sat rather than get up and join the conversation.

I am so angry and upset at how I have been treated today and now I am even without my watch.

Is there anything I can do? :mad::(

Thank you for any support

Well, the legalities have been pointed out. Nice and simple, they have to prove that the item is NOT inherently faulty at this stage as it is within 6 months. They may need to take the watch back to the manufacturer for a fault report, as they may not be skilled enough to determine that in-house.

If inherently faulty then they can have one attempt at fixing it (or just refund/replace if THEY choose). If this repair fails (another inherent fault) you can then go on to reject the goods and get a replacement or refund.

If NOT inherently faulty then you will receive your broken watch back You can then either obtain your own independent fault report which shows otherwise or give up. Fault report costs would be reimbursed IF inherent fault found (fairly good chance you'll need to go through small claims court at this point).

Considering they offered to do something for you (send it away for assessment), I am quite shocked that things escalated with them. Did you READ the Consumer Rights Act 2015 before you went in? My guess is that you went in all guns blazing, was too demanding and got their backs up. Would hardly be justification to be "upset" but would certainly be justified in saying that you are "angry".


EDIT: You can also inquire with them/the manufacturer as to whether a WARRANTY exists. This is completely separate from your consumer rights and may or may not have more favourable terms at this time.

maninthestreet

Sounds like Goldsmiths have managed to wind you up.....

Dchs1

It might not be what I thought you would say, but Thank you guys for your replies.

Seems from what you have said I have been a little nieve in thinking I have much in the way of rights.
This is the first and possibly the last time I have ever bought luxury goods. Certainly the last time I shop at Goldsmiths.

I clearly maybe wrongly assumed that if something is faulty and less than 6 months old and under warranty that it should be I have a choice to repair, replaced or refunded as long as it's not disproportionate as that is what I have experienced to date.
I recently bought a SONOS base unit and it stopped working 3 months in so I returned it and had it replaced on the spot no question. I kind of assumed that what should have happened today.
Are the two different somehow or is it just the retailers choose to act differently?

I have a two year manufacturers warrently, don't the shop have any responsibilities?

Daytona0, Im aware going in all guns blazing doesn't get you anywhere, I didn't do that and I was respectful, although that wasn't what I got back which did upset me.

DCFC79

Dchs1 wrote: »

It might not be what I thought you would say, but Thank you guys for your replies.

Seems from what you have said I have been a little nieve in thinking I have much in the way of rights.
This is the first and possibly the last time I have ever bought luxury goods. Certainly the last time I shop at Goldsmiths.

I clearly maybe wrongly assumed that if something is faulty and less than 6 months old and under warranty that it should be I have a choice to repair, replaced or refunded as long as it's not disproportionate as that is what I have experienced to date.
I recently bought a SONOS base unit and it stopped working 3 months in so I returned it and had it replaced on the spot no question. I kind of assumed that what should have happened today.
Are the two different somehow or is it just the retailers choose to act differently?

I have a two year manufacturers warrently, don't the shop have any responsibilities?

Daytona0, Im aware going in all guns blazing doesn't get you anywhere, I didn't do that and I was respectful, although that wasn't what I got back which did upset me.

The retailers can choose if they replace the item, refund or replace, you or we as the consumer can ask for a refund but the retailer dont have to do as we ask.

Some retailers just prefer to refund with no questions.

Maybe have a read up on the consumer rights act.

flashg67

Just to add, If the item has a manufacturer warranty, I've often found it easier to dealer direct (I'm thinking mobile phones in my case)with the manufacturer. Might not be the correct way, but often get quicker results as the retailer often just send them to the mfr anyway.

Mr.Generous

perhaps they have had people in the past buy an expensive item, wear it for a special occasion and then return it as faulty. If your watch is found to be inherently faulty by the experts it will be sorted out, if not you might get back a broken watch and an explanation as to why its not working properly.

Dchs1

I guess some people do stuff like that. I spent two years looking at that watch while I saved up, I'm truly gutted. Let's hope they find out what wrong. It's been my pride and joy, can't imagine what I do if they say it my fault ��
I certainly can't afford another one x

I just need to add some perspective, Its still just stuff! ��