Best course of action/relevant consumer law?

takman

moneyistooshorttomention wrote: »

SEVEN !!!!! days later I've had a (one sentence) reply to my email I sent House of Fraser nationally - which states "Take it back to the store you bought it from". That, even though I made it very plain I couldnt (because of the distance). Supremely helpful of them - not! I know what I think of their customer service - or lack thereof.

You could take it back to a store your just choosing not to. It's not unreasonable for them to ask you to do this when you purchased it from a store in the first place.

You also expected the manufacturer to help you when you wouldn't even provide a photo of the problem!. :rotfl:

You must realise by now the only person being unreasonable is you...

moneyistooshorttomention

Ah right - "choosing" not to go back to the shop I bought it in - when it's around 4 hours travel away by car (which I don't have) and 7 hours travel away for me in actual fact (ie going by train), then a stay overnight somewhere, then coming back here again the next day (another 7 hours or so travel) and a cost of tens of £s for the rail fare.

Oh right - "choosing":rotfl::rotfl:

Oh right - and no photo - I was actually going to take up a friends offer to do a photo and send it to me by email, so that I could forward it. "Choosing" right :rotfl:

takman

moneyistooshorttomention wrote: »

Ah right - "choosing" not to go back to the shop I bought it in - when it's around 4 hours travel away by car (which I don't have) and 7 hours travel away for me in actual fact (ie going by train), then a stay overnight somewhere, then coming back here again the next day (another 7 hours or so travel) and a cost of tens of £s for the rail fare.

Oh right - "choosing":rotfl::rotfl:

Oh right - and no photo - I was actually going to take up a friends offer to do a photo and send it to me by email, so that I could forward it. "Choosing" right :rotfl:

Yea so just like you chose to buy it from that shop in the first place your choosing not to go back because it is possible. How is it the shops fault that you took it 7 hours travel away by train?, again that is your choice.
I assume you know the definition of "choosing"

If you want a service where you have the option of sending back faulty items by post or having them collected from your home you can shop online.

Also you never did send the photo when you were asked for one, instead you chose to keep trying without sending the photo and then complained about them not helping you :rotfl:.

Also why don't you have a camera? I don't know anyone who's doesn't have a camera. Just think of all those photos of lost family members and moments your missing out on in years to come :eek:

moneyistooshorttomention

:rotfl::rotfl::rotfl::rotfl:,,,,,,,,,,,,,,,,,,,,,,,

DoaM

Are HoF stores still open? If yes, why not take it to your nearest one?

moneyistooshorttomention

DoaM wrote: »

Are HoF stores still open? If yes, why not take it to your nearest one?

Thanks for a genuine helpful suggestion - but, as explained earlier in the thread, my nearest HOF store is Cardiff and that is quite a distance from me (even if I had a car - which I don't). A whole day trip and tens of £s to visit them.

I'm actually quite surprised by the level of unhelpfulness shown by HOF and would be wondering if they'd even deal with things if I was literally standing there in the Cardiff store or plead "Oh no - it was from another one of our stores. Nowt to do with us" (even though it is - as it's the same "brand" of store).

If the national level office is "washing their hands of it" and CBA to deal with (even though it is the same store) then I'd be willing to bet any other HOF store would take the same attitude.

No wonder these chain stores are going down like ninepins at present actually. Though, even buying an item over the Internet might not necessarily cause them to "do their duty by the consumer" - having bought a (not cheap) set of garden furniture from a store online and they refused to deal with it appropriately when it developed a fault fairly soon on (they wanted to charge ME quite a noticeable amount of money for "transport costs" to ship me replacements):eek:

DoaM

HoF all run under the same company, so any store would be bound to the same responsibilities as the store a purchase was made from.

But this isn't because of the "brand". Subway shops, for example, are all under the same brand but they're actually franchises. Thus if you had a complaint against one store you couldn't seek a resolution from another one (unless it was owned by the same franchisee).

moneyistooshorttomention

So why were they so unhelpful at national level - if they're all the same brand?

Do you know?

DoaM

Because they know Mike Ashley is taking over, so they're getting into the right mindset for his companies?

somethingcorporate

What would you have actually expected them to do?



Requesting a photo of the damage/seeing the damaged item in person/a store are pretty basic and reasonable requests.