Credit card refund for purchase not fit for purpos

SueBEssex

Hello, I have just joined because I have a terrible problem, causing a lot of distress.

On March 1st just gone, I bought an electric bicycle from a reputable chain of bike shops in London.

I paid by credit card.

For 3 weeks after buying the bike I didn't ride it due to there being very strong wind, and, being a 58 year old woman with arthritis, and also recovering from pneumonia, I didn't want to be out on the bike. Once the weather improved, I used the bike for about 5 local journey (appx 2 miles round trips).

I was riding along, and the handlebars collapsed, but luckily I was near an independent bike shop, and they kindly tightened them up for me, for free. About 2 weeks later, I was cycling a 2 mile round journey, and suddenly there was a slight crunch, and the chain came off. I had to walk about 1/2 a mile home, with the bike and a bit of shopping.no small feat considering my health problems.

I managed to get the chain back on, but it has been in the garage since, unridden.

today I decided to try it out. Put the battery in, and there was no power.

In all, i have done, at most, 22 miles on it. My old electric bike (a different make from my new one), which I had for years before it gave up the ghost, never once had the chain come off. since the chain incident, I have done more research on the make of bike, and there are several reviews of constant problems with the chain slipping and unwanted sudden gear changes. The make of bike is reputable, yet on their own website there are about 3 bad reviews, which i wish I had seen before I bought it! Also bad comments on the bike on a youtube video i recently found.

This bike is not fit for purpose, I can't have a bike that needs me to walk it home after a mere 1 mile journey. I have no capacity for having to deal with bike mechanics/electrical problems.

I purposely bought it on my credit card, for extra security and as this bike isn't fit for purpose, what advice does anyone have, please?

The bike cost 715.00 pounds, a lot of money, and i feel physically sick at this whole purchase disaster.

I am begging for any advice regarding contacting the shop for refund, or how to get a refund through my credit card.

As it is, getting it back to the shop i bought it from will cost me 35 pounds via taxi, as that is the only way I can get it there.

A disaster, me in tears, 715 pounds down

Any and all advice desperately asked for, and bless anyone who can help.

Thank you for reading this.

[Deleted User]

SueBEssex wrote: »

Hello, I have just joined because I have a terrible problem, causing a lot of distress.

On March 1st just gone, I bought an electric bicycle from a reputable chain of bike shops in London.

I paid by credit card.

For 3 weeks after buying the bike I didn't ride it due to there being very strong wind, and, being a 58 year old woman with arthritis, and also recovering from pneumonia, I didn't want to be out on the bike. Once the weather improved, I used the bike for about 5 local journey (appx 2 miles round trips).

I was riding along, and the handlebars collapsed, but luckily I was near an independent bike shop, and they kindly tightened them up for me, for free. About 2 weeks later, I was cycling a 2 mile round journey, and suddenly there was a slight crunch, and the chain came off. I had to walk about 1/2 a mile home, with the bike and a bit of shopping.no small feat considering my health problems.

I managed to get the chain back on, but it has been in the garage since, unridden.

today I decided to try it out. Put the battery in, and there was no power.

In all, i have done, at most, 22 miles on it. My old electric bike (a different make from my new one), which I had for years before it gave up the ghost, never once had the chain come off. since the chain incident, I have done more research on the make of bike, and there are several reviews of constant problems with the chain slipping and unwanted sudden gear changes. The make of bike is reputable, yet on their own website there are about 3 bad reviews, which i wish I had seen before I bought it! Also bad comments on the bike on a youtube video i recently found.

This bike is not fit for purpose, I can't have a bike that needs me to walk it home after a mere 1 mile journey. I have no capacity for having to deal with bike mechanics/electrical problems.

I purposely bought it on my credit card, for extra security and as this bike isn't fit for purpose, what advice does anyone have, please?

The bike cost 715.00 pounds, a lot of money, and i feel physically sick at this whole purchase disaster.

I am begging for any advice regarding contacting the shop for refund, or how to get a refund through my credit card.

As it is, getting it back to the shop i bought it from will cost me 35 pounds via taxi, as that is the only way I can get it there.

A disaster, me in tears, 715 pounds down

Any and all advice desperately asked for, and bless anyone who can help.

Thank you for reading this.

So you've not even contacted the shop yet to raise your concerns?

SueBEssex

I contacted them through their facebook page, and they told me to contact the shop I bought it from, that was on wed 17th, then easter came along and i am waiting til tomorrow.

Easter has somewhat got in the way. Will contact them tomorrow, however, I just wanted advice and thoughts on this rotten predicament. for example, if they say they will repair it, do I have the right to demand a refund instead? If they repair it, and it goes wrong again, which I have seen people write on their reviews of this model, one even claiming it is a design fault is likely, not only will I have to pay another 35 quid to return it again, but by accepting their offer of repair, do I negate any responsibility by them or the credit card, of a refund?

Thanks.

Aylesbury_Duck

I think you’re worrying unnecessarily. If the bike has a demonstrable fault, the retailer is obliged to sort things out.

Once they’re back open, see what they say, but I doubt you’ll end up £715 down. As for the costs of getting it back there, those are yours to bear but a good retailer may wish to retain your custom by offering some sort of recompense such as a voucher towards a service or accessories.

TadleyBaggie

Your consumer right lie solely with the retailer.

SueBEssex

Thank you AylesburyD I appreciate your reply and hope you are right, I edited my above post to add the following questions

if they say they will repair it, do I have the right to demand a refund instead? If they repair it, and it goes wrong again, which I have seen people write on their reviews of this model, one even claiming it is a design fault is likely, not only will I have to pay another 35 quid to return it again, but by accepting their offer of repair, do I negate any responsibility by them or the credit card, of a refund?

SueBEssex

Thanks TadleyBaggie, but am I not also covered because I paid by credit card?

Also, if the shop offers to repair it, does that negate my option of applying for credit card under section 27?

Aylesbury_Duck

You’re outside the 30 day period where you may reject it for a full refund. You should ask the retailer for a refund if that’s what you want but they can insist on one opportunity to repair the bike, they can choose to replace it or they can give you a full refund if they choose to do so. If that repair isn’t successful, you can get a refund which the retailer may reduce to reflect the use you’ve had of the bike.

Your rights under the credit card are no different. Simply put, the CC company can act in your behalf if you aren’t getting what you’re entitled to from the retailer but you won’t get any enhanced rights.

SueBEssex

Thank you AylesburyD.

So, if they refuse a refund and offer to repair of replace, I have to accept that, but if the repair or replacement goes wrong again, they will refund it, nd by accepting repair/refund I don't lose my right for a refund if repair/replace goes wrong?

i'm just scared that if i leave the bike for them to sort out, that if it goes wrong, I lose my chance for refund.

After the chaim slipped, I found online reviews by several people saying this is a regular flaw with the bike/design fault.

If all I can accept is a repair. I can see the bike going wrong again and me losing my money and the bike mouldering, useless, in the garage.

Mr.Generous

I don't think they will take your word for it that its unfit for purpose. online reviews count for nothing, they are hearsay. A couple of things worth taking into account for the future though.

Look at reviews before you buy an expensive item rather than after.

When making a purchase like this stress to vendor your requirements, ask them to set up the bike and check it. They should have tightened the handlebars, pedals, wheel nuts etc.


The chain may well have come off because it need tensioning correctly, a simple task.


The flat battery … do I need to say anything about that?

Give the bike a chance, get it properly checked over.

Aylesbury_Duck

You don’t lose your right to a refund if a repair or replacement goes wrong, but they may reduce the refund to reflect the use to date.

As the poster above says, it might be that the problems are solvable. The handlebar issue sounds like someone didn’t tighten the clamp to the correct torque setting and the chain may be able to be adjusted to decrease the chance of it coming off, although no one can guarantee the chain won’t come off a perfectly set up bike in some circumstances.

As for the battery, nowhere do you mention charging it. Have you done so and if so, are you using/charging/discharging/recharging the battery as per the manual? Batteries can be notoriously sensitive to ill treatment. Some don’t like being stored fully charged without use for weeks, others need to be fully charged. Some need regular topping up, others should be fully discharged before charging. You need to make sure you’re operating the bike according to the instructions because it might be that the “fault” with the flat battery is self-inflicted.