Go outdoors refusing a refund/repair opr replacement on 9 week old product

Richard_T_

A Tent was purchased from Go outdoors , and on its first use whilst being put up for the first time, one of the poles failed making it impossible to use.
The item was purchased on the 1st of June 2019, it failed on the 15th of June, an attempt to refund/replace, or repair the item was made on the 7th July ( the first opportunity i had to return it)
This was refused by the store, as they said it was against their policy, even though the item is less than 6 months old, and failed as soon as it was taken out of the packaging

5 of these tents have been purchased from the retailer before for a group with no issue. nothing broken no issues, they are purchased by myself on my credit card and become property of the group once i have received payment.
I was assisting in putting the tent up, and witnessed the fault/issue presenting itself immediately



but despite all of this Go outdoors flat out refused, instead only offering a repair kit for me to use and attempt to repair the brand new faulty tent myself

davidmcn

Did they clarify what their "policy" actually was? (and whether it's at variance with what they put on their website)

5 of these tents have been purchased from the retailer before for a group with no issue. nothing broken no issues, they are purchased by myself on my credit card and become property of the group once i have received payment.

Note that this sounds more like a business to business transaction rather than a consumer one.

Half_way

Edited, friends log in

theonlywayisup

Is this a business to business transaction?

Manxman_in_exile

Are you two different people?

hollydays

What stopped you ringing the shop as soon as you discovered the fault

Richard_T_

Was logged into to someone elses account on a shared computer.


The Tents were purchased by an individual on their own private credit card and only become property of the (scout) group, once payment has been received from the group to the individual.


they are still in my possesion


The policy stated in store was they they will not offer any refund or replacement for faulty tent poles, they only offered me a repair kit to do it myself, which i was and still am reluctant to do, as its a fiddly and awkward job, and its never as good as factory fitted/manufactured

.


The website policy states this:

If you experience any problems with your tent poles, please get in touch with a member of our team, who will help you with a repair or replacement.

I was offered a 'DIY repair kit' which by any shot of the imagination is not help with a repair, and the replacement was flat out denied

tacpot12

Have you had the tent pole inspected by an expert and have they determined that the pole was faulty?
If so, you have rights under the Consumer Rights Act 2015 that the store policy cannot override.

However, for the cost of one tent pole, I would buy three or four of replacements from the manufacturer, as others might well break in service. The cost of proving the pole was faulty is likely to be more than the cost of a pole.

Richard_T_

I've bene dealing with various types of tent for quite some time.
These are Fibre glass poles, with the fibres running parallel to the pole ( legthways)


When these poles break or are damaged you will get a large amount of loose fibres as shown here :

The pole in question has a clean split, almost like a cut length ways like a banana split.


Tent poles, can after some use, wear and become damaged, however you would not expect a tent pole to be damaged on first use, before the tent is fully erected for its first use

Jumblebumble

Richard_T_ wrote: »

I've bene dealing with various types of tent for quite some time.
These are Fibre glass poles, with the fibres running parallel to the pole ( legthways)


When these poles break or are damaged you will get a large amount of loose fibres as shown here :

The pole in question has a clean split, almost like a cut length ways like a banana split.


Tent poles, can after some use, wear and become damaged, however you would not expect a tent pole to be damaged on first use, before the tent is fully erected for its first use[/QUOTE

We had one of the very first Dome tents with fibreglass poles ( to the extent that people on campsites would look at it and go "wow")
The tent and poles lasted for around 10 years
I can only guess that modern tents have been "value engineered" which is pretty stupid
The retailer is treating you very badly IMHO

Go outdoors Trustpilot reviews are interesting

wesleyad

Richard_T_ wrote: »

The policy stated in store was they they will not offer any refund or replacement for faulty tent poles

Complete rubbish, a retailer can't just absolve themselves of their statutory rights with "policies" (otherwise everyone would just have a "policy" not to accept any returns).