Faulty item return: nearest branch closed

Makeanoise

I would like to return an item which is faulty.

Problem is the nearest two branches to me have closed and my closest branch is a 60 minute drive away.

I contacted the company’s online store but they say they can’t accept the return.

I can’t really justify a two hour round trip, petrol, parking etc for £40. Have I any rights at all or should I just accept defeat? Thanks.

Aylesbury_Duck

Can you send it to them? Insure the parcel, of course.

You still have rights, but if you want to return it you've got to get it back to them somehow.

What's the item worth?

agrinnall

Rather than contacting their online store is there a corporate office you can contact? They should have a degree of influence over both physical and online stores.

Makeanoise

Thank you for your replies. It’s worth £40. The main corporate website link just takes me to the same customer care email that I’ve already used.

There must be a legal position on this. They haven’t ceased trading, just shut the nearest stores. It’s really bugging me. Normally I just wouldn’t bother but I am trying to be more mindful of money. Trying.....

Fosterdog

Can you contact the manufacturer and look into having it repaired under warranty instead?

You are assuming a two hour round trip, if they want to send it for inspection/repair rather than just exchange/refund then you would need a second two hour round trip to collect it.

Makeanoise

Good point Fosterdog. Plus parking.

It’s a skirt. The seam has unravelled, the hem has come down and the stitching on the belt is coming undone. I’ve worn it twice. I’m just irritated that they have given me a flat ‘can’t help’.

Maybe it’s not worth pursuing for £40.

pattycake

Makeanoise wrote: »

Good point Fosterdog. Plus parking.

It’s a skirt. The seam has unravelled, the hem has come down and the stitching on the belt is coming undone. I’ve worn it twice. I’m just irritated that they have given me a flat ‘can’t help’.

Maybe it’s not worth pursuing for £40.

Time to get out the needle and thread I think!

gettingtheresometime

Makeanoise wrote: »

I would like to return an item which is faulty.

Problem is the nearest two branches to me have closed and my closest branch is a 60 minute drive away.

I contacted the company’s online store but they say they can’t accept the return.

I can’t really justify a two hour round trip, petrol, parking etc for £40. Have I any rights at all or should I just accept defeat? Thanks.

I know sometimes if you order online you can return to a store for an immediate refund but I've never heard of a store purchase being returned to the online returns dept - yes it's daft that you can do it one way but not the other.

Have you spoken to anyone at the nearest store to see if they would be able to help you anyway? It may be that they haven't got the skirt in your size anymore or even if you went there it would be a case of tough luck. They may be able to offer some suggestions as to how's best to proceed.

Other than that I think pattycake's suggestion is the only realistic one

Makeanoise

Getting there - good idea
Patty cake - sensible advice

I would like to know where I stand legally. With so many high street branches closing this must be happening to others.

JJ_Egan

Legally its not an online purchase and does not come under the online legislation .
Sometimes they are not involved in the retail shops in any way .

KeithP

Can you not post it to the nearest open shop?