BestBuyUK: a warning.

BullBuster

On November 30th 2017 I bought an electric blanket from BestBuyUK, an American-owned company, on the Amazon platform. It went wrong on November 20th 2018, within the 12 month guarantee period. An immediate request was sent, on that day, for a returns label for repair, replacement or refund. Despite an exchange of between 30 and 40 emails over the following 3 months, BestBuyUK did absolutely nothing except repeatedly tell me to phone the blanket manufacturer, Dreamland. It was only after threatening them with legal action in the Small Claims Court that last week I finally obtained the prepaid returns label I had first requested on November 20th last year. During this long dispute BestBuyUK refused to live up to their clear responsibilities as retailers under the two British consumer laws to deal with the matter themselves. Instead, they tried to fob me off by the repeated mantra- "Phone Dreamland", ignoring the fact that I am not required to contact the manufacturer- that is their job. My contract is with them, the supplier, not with the people who made the item in question. BestBuyUK's reaction might well be the way retailers deal with consumer complaints in the USA, but it's not appropriate here, where different laws apply. They're not polite either: my bringing the possibility of legal action into the debate was met with the accusation that I was getting "all extra", an expression which may mean something on the other side of the Atlantic, but sounds rather silly here.

Aylesbury_Duck

You’re wrong, they’re right.

At almost a year after purchase, the onus is on you to prove the fault is inherent if you want to exercise your right for a repair, replacement or return. The guarantee is probably provided by the manufacturer so it is indeed them you should be getting in touch with.

In fact, if you bought it from an American company on the .com amazon site, then US consumer laws, not British, apply.

bris

As above, if you want to get all clever with them, it's best to first know you are right.


You mention the 12 month guarantee period but then you don't know who to contact to use it.


So you need to make up your mind, do you want to use the guarantee or invoke your consumer rights?

mattyprice4004

Uh oh, wonder if this thread will descend into ‘that’s not what I want to hear, so you’re wrong’ territory!

Faith177

mattyprice4004 wrote: »

Uh oh, wonder if this thread will descend into ‘that’s not what I want to hear, so you’re wrong’ territory!

Or a 24 hours late the director of the entire company contacted me admitted they were wrong gave me a full refund a lifetime supply of product and will be sending me compo. So I was right you were all wrong thread?

BullBuster

If I'm wrong and they're right, how do you account for this email from Dreamland's Customer Service Manager? :

Subject: RE: Sleepwell 6988 Electric Blanket by Dreamland.

Dear

---

,

I’ve afraid that I am confused as the retailer should just replace it for you and then return the faulty one to their suppliers for credit.

Regards

Lesley Clarke
Imetec (UK) Ltd.
Customer Service Manager
Tel: 01606 842886
_______________________

I suppose you're going to say that she's wrong as well. But then, what does a professional working every day in the field know when compared with a serial poster of quibbles on an internet forum?
And how come, if they're right and I'm wrong, that a dispute dragging on for 3 months was only ended when the suggestion was made that the matter could end up in court? Coincidence? I think not.
As for US law applying here, the item in question was purchased from a trader using the Amazon.co.uk retail platform with an office and warehouse in England so UK law applies. The title- BestBuyUK- ought to give a clue as well.

Faith177

BullBuster wrote: »

If I'm wrong and they're right, how do you account for this email from Dreamland's Customer Service Manager? :

Subject: RE: Sleepwell 6988 Electric Blanket by Dreamland.

Dear

---

,

I’ve afraid that I am confused as the retailer should just replace it for you and then return the faulty one to their suppliers for credit.

Regards

Lesley Clarke
Imetec (UK) Ltd.
Customer Service Manager
Tel: 01606 842886
_______________________

I suppose you're going to say that she's wrong as well. But then, what does a professional working every day in the field know when compared with a serial poster of quibbles on an internet forum?
And how come, if they're right and I'm wrong, that a dispute dragging on for 3 months was only ended when the suggestion was made that the matter could end up in court? Coincidence? I think not.
As for US law applying here, the item in question was purchased from a trader using the Amazon.co.uk retail platform with an office and warehouse in England so UK law applies. The title- BestBuyUK- ought to give a clue as well.

Called it! :rotfl:

Aylesbury_Duck

You're fine then, if you've had your refund, what's the problem?

You're still wrong though. Anything BestBuyUK do to help would be going beyond their obligations as a retailer and would be good customer service. I suspect they've only backed down to get rid of you but had you gone to court, they would have won.

As for sticking "UK" in the name, no, it's not a clue. There are lots of online retailers with "U.K." in their titles but they're based abroad, usually in the Far East. There have been loads of threads just like that recently where people have been caught out.

pulliptears

But the customer is always right

:D

BullBuster

No, I haven't got a refund. The item is with the manufacturers- sent there with a prepaid label BestBuyUK should have sent 3 months ago- for repair or replacement.
I notice that your carefully guarded response makes no reference to Lesley Clarke's statement of what should have happened in this case but obviously didn't because the retailer was narked by the delayed failure of the blanket and decided on a course of non-cooperation and obstinacy.
My purpose in posting was to alert MSE followers to the kind of company this is by giving a full account of their treatment of a customer who, perhaps unexpectedly, bit back.
Fears have already been expressed above that this series of postings might descend into the Punch and Judy show that the last involving BestBuyUK became. Well, that won't happen as a result of any further contribution from me.
As a parting thought, consider the following from Alexander Pope:
"A little learning is a dang'rous thing;
Drink deep, or taste not the Pierian spring."
It's a timely caution from the 18th.century to all aspiring barrack-room lawyers and wannabe internet legal consultants.

Aylesbury_Duck

BullBuster wrote: »

No, I haven't got a refund.

Oh, that's a surprise.

Bye.