Returning goods but they are not playing ball

Bradj2

Hi all,

I would be grateful if you could offer any help with this consumer issue. I bought an item from Toolstation last month and returned it because the item wasn't up to the job and wasn't well made. The item was purchased online and reserved for pick up in the shop. The purchase date was 7th march and I returned it on 26th march, well within their 30 day returns policy. The policy on the Toolstation website says"Within 30 days of receipt, any unused item can be returned at your expense for a full refund. Bring it to any of our UK branches, or contact our Customer Service team on info@toolstation.com, Freephone 0808 100 7211 etc"

When i returned it, they asked for my details, what was wrong with it and said they would send it off to the manufacturer for repairs. I informed them I would like my money back or offer me a store credit. They said they can't do that and would have to follow this process and be in touch. I wasn't happy but left it with them. 2 weeks go by and no word so I phoned up yesterday and they said they haven't heard back from the manufacturer and will follow up. Today I received a call which didn't make any sense and they basically told me the manufacturer returned the item to them with not much explanation and they couldn't help any further and asked if i wanted to pick it up!

In my conversations with them I informed them my contract is with toolsation and not the manufacturer and I want my money back period. What do you advise as a next step? Is the law on my side? I know i need to put it in writing to them but how do i word it, is there any consumer law i can quote?

Very unhappy with Toolstation!

Thank you in advance,
Brad

wealdroam

Bradj2 wrote: »

Hi all,

I would be grateful if you could offer any help with this consumer issue. I bought an item from Toolstation last month and returned it because the item wasn't up to the job and wasn't well made. The item was purchased online and reserved for pick up in the shop. The purchase date was 7th march and I returned it on 26th march, well within their 30 day returns policy. The policy on the Toolstation website says"Within 30 days of receipt, any unused item can be returned at your expense for a full refund. Bring it to any of our UK branches, or contact our Customer Service team on info@toolstation.com, Freephone 0808 100 7211 etc"

When i returned it, they asked for my details, what was wrong with it and said they would send it off to the manufacturer for repairs. I informed them I would like my money back or offer me a store credit. They said they can't do that and would have to follow this process and be in touch. I wasn't happy but left it with them. 2 weeks go by and no word so I phoned up yesterday and they said they haven't heard back from the manufacturer and will follow up. Today I received a call which didn't make any sense and they basically told me the manufacturer returned the item to them with not much explanation and they couldn't help any further and asked if i wanted to pick it up!

In my conversations with them I informed them my contract is with toolsation and not the manufacturer and I want my money back period. What do you advise as a next step? Is the law on my side? I know i need to put it in writing to them but how do i word it, is there any consumer law i can quote?

Very unhappy with Toolstation!

Thank you in advance,
Brad

Was it an unused item you returned?

Bradj2

Thanks for your reply. I opened the box in my home to inspect it and put it together, figured out how it should work and realised it was poorly made. It didn't have any use and was in the same condition as purchased.

bris

They are saying there is nothing wrong with it, you need to now prove otherwise.

shaun_from_Africa

bris wrote: »

They are saying there is nothing wrong with it, you need to now prove otherwise.

But they have already stated that they sent it to the manufacturer for repairs. Why would they say this if they thought that there was nothing wrong with it?

Apart from that, if the Toolstation T&C's allow for a 30 day return for unwanted and unused goods then legally they have to abide by this.

pinkshoes

Bradj2 wrote: »

Thanks for your reply. I opened the box in my home to inspect it and put it together, figured out how it should work and realised it was poorly made. It didn't have any use and was in the same condition as purchased.

From their website, their T&Cs state:

UNWANTED GOODS 30-DAY REFUND
Once we have despatched your goods (or if you have collected them), you can return them for a full refund (including standard delivery charges) within 30 days of delivery (or collection) without giving a reason, as long as they are with their original packaging and unused. You will be responsible for returning the goods to us (and have to pay any costs involved) and we are allowed to reduce your refund if there is any damage to the goods caused by you handling them. We will make all refunds to the credit card, debit card or PayPal account used to place your order and we will pay you within 14 days of us receiving the goods or proof that you have sent them back to us.

Clearly it is not in the same condition as it has been opened and assembled. They are entitled to reduce your refund (fairly of course) to reflect this.

Can you be more specific about it being not up to the job? Are you implying it is not fit for purpose?

E.g. You can buy cheap dress making scissors, but they are cr*p. They cut though and do work... If you want good ones, they cost much more. You get what you pay for.

Was this a cheap version of a tool?

powerful_Rogue

When they asked you what was wrong with it, what did you say?

bris

shaun_from_Africa wrote: »

But they have already stated that they sent it to the manufacturer for repairs. Why would they say this if they thought that there was nothing wrong with it?

Apart from that, if the Toolstation T&C's allow for a 30 day return for unwanted and unused goods then legally they have to abide by this.

No they said they sent it to the manufacturer, this would be to see if it was faulty, they clearly think nothing is wrong with it.


30 days return is for unused but that doesn't mean you can open it and put it together, the op has undoubtedly gone beyond what they think is reasonable handling. And don't forget its beyond the 14 days so CCR's are out (even if there was doubt about the handling) and company returns procedure take precedence.

Bradj2

Thank you for your comments. When I returned the item, I was asked the reason for its return and the retailer took down notes. I listed 3/4 things wrong with it and to give some context the item is a portable workbench similar to a Black&Decker workmate, essentially its a tripod stand with a vice. I listed the things wrong as the back leg locking thumbscrew didn't lock in place making it unsturdy, the leg when collapsed was also meant to function as a handle and also didn't lock in place and thus unseated itself when picked up, furthermore, the jaw section was very difficult to manoeuvre and didn't have a smooth function. The retailer in his return phone call didn't comment on these and basiclly said it was just returned from the manufacturer without explanation. I didn't go into further explanation with the store and just said I'm not happy and not picking it up and my contract is with Toolstation and not the manufacturer. I also said I would email their HQ. I just want my money back and will purchase from a different manufacturer. What would you suggest as a next step? Thank you for your help!

powerful_Rogue

Bradj2 wrote: »

Thank you for your comments. When I returned the item, I was asked the reason for its return and the retailer took down notes. I listed 3/4 things wrong with it and to give some context the item is a portable workbench similar to a Black&Decker workmate, essentially its a tripod stand with a vice. I listed the things wrong as the back leg locking thumbscrew didn't lock in place making it unsturdy, the leg when collapsed was also meant to function as a handle and also didn't lock in place and thus unseated itself when picked up, furthermore, the jaw section was very difficult to manoeuvre and didn't have a smooth function. The retailer in his return phone call didn't comment on these and basiclly said it was just returned from the manufacturer without explanation. I didn't go into further explanation with the store and just said I'm not happy and not picking it up and my contract is with Toolstation and not the manufacturer. I also said I would email their HQ. I just want my money back and will purchase from a different manufacturer. What would you suggest as a next step? Thank you for your help!

Is there a possibility that you hadn't assembled it correctly, so when it was returned to the manufacturer, they corrected your errors and as such it wasn't faulty?

From what I can tell, you have returned a used item, listing what you believe was wrong with it. They have returned it to the manufacturer who has stated the item isn't faulty.

Why not go back into store and show them the errors, that's if they are still evident.

naedanger

Bradj2 wrote: »

Thank you for your comments. When I returned the item, I was asked the reason for its return and the retailer took down notes. I listed 3/4 things wrong with it and to give some context the item is a portable workbench similar to a Black&Decker workmate, essentially its a tripod stand with a vice. I listed the things wrong as the back leg locking thumbscrew didn't lock in place making it unsturdy, the leg when collapsed was also meant to function as a handle and also didn't lock in place and thus unseated itself when picked up, furthermore, the jaw section was very difficult to manoeuvre and didn't have a smooth function. The retailer in his return phone call didn't comment on these and basiclly said it was just returned from the manufacturer without explanation. I didn't go into further explanation with the store and just said I'm not happy and not picking it up and my contract is with Toolstation and not the manufacturer. I also said I would email their HQ. I just want my money back and will purchase from a different manufacturer. What would you suggest as a next step? Thank you for your help!

I agree with the suggestion you go back to the shop.

If it is faulty and the shop won't help then I would collect the item as evidence. Then if you paid using a credit or debit card make a chargeback claim (or a section 75 claim if it was bought with a credit card and was over £100). Otherwise your only option might be to make a money claim online.

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback