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

Richard_T_

And a reply from go outdoors......

Hello there, i'm afraid fibre glass poles are not covered by our tent guarantee as they should only break when put under too much pressure. If the poles were broken on purchase, then the store should be able to offer a refund.

We do stock pole sections that can be cut to fit to replace broken parts.

The only "pressure" they were put under was the normal pressure used to put the tents up with.
The same amount of pressure that its used for the other tents, the only difference was this was brand new fresh out of the packing

spadoosh

Richard_T_ wrote: »

And a reply from go outdoors......


The only "pressure" they were put under was the normal pressure used to put the tents up with.
The same amount of pressure that its used for the other tents, the only difference was this was brand new fresh out of the packing

Tell them to ignore their tent guarantee and start applying the guarantee of your statutory rights. Mock them whilst doing so.

Also highlight your are a buyer for a scouting group who will no doubt look to you for advice on where and what to buy with regards to tents and outdoor materials.

Tell them its a pole that costs about £10 to replace. With just one recommendation from you covering the cost of that.

Id be particularly funny with that email. Id keep emphasising that should is an incredibly variable term. I mean you should get a tent that doesnt break when you put it up. They should offer a decent level of customer service. They should adhere to your statutory rights. Should, unfortunately for them, doesnt mean do.

Richard_T_

And the latest, from Go outdoors via twitter ( direct message)

as mentioned fibreglass poles are not covered by warranty due to the amount if variables in how they can break. Fibeglass poles can break on first use or at any time, but will only break when put under undue pressure and as such a broken pole is usually classed as wear and tear due to these variables. This is the same for most tent manufacturers. If you speak to your local store they'd be happy to advise on what tent pole is needed to replace the broken section of the pole. We also have tutorials for how to fix poles. We're very sorry that a pole has broken on first use, however this is not considered to be a manufacturing fault in a tent that contains fibreglass poles.

davidmcn

So they're saying they consider it impossible for any of the poles they sell to be defective?

Richard_T_

The tent itself is not expensive (£55.25) two of which were purchased at that time other tents exactly the same have also been purchased, only that one has had any issues


It was bought using a Natwest credit card.
All im getting from Go outdoors is the its not our policy/warranty to repair/replace/refund line
So far I've kept all of this on the direct mesaging side of Twitter, but i will be more than happy to share this to anyone i can.
I've yet to hear back from Trading standards

Ectophile

Have you tried taking it up with Natwest and asking for a chargeback on the card? they may be more helpful.

Nebulous2

You don't need to mess about for ever - if you're willing to commit to doing something about it. Send a letter before action and if that doesn't get a response take them to small claims court.

Eydon

Honest question here (as a fellow Scout Leader), but when you bought your tent did you pay the full discount card price, or did you also get your additional 15% Scout Leaders discount?

If the latter, could Go Outdoors not argue that it wasn't a consumer purchase as even though the Group haven't reimbursed you yet the intention was that you were buying on behalf of your Group and so it was a B2B transaction?

As I say, honest question. I'd be interested to know people's thoughts as I often do exactly the same as the OP has done so would be good to know for future.

davidmcn

Eydon wrote: »

If the latter, could Go Outdoors not argue that it wasn't a consumer purchase as even though the Group haven't reimbursed you yet the intention was that you were buying on behalf of your Group and so it was a B2B transaction?

Yes, already flagged up above as a potential issue - though only worth worrying about if the store start quibbling on that basis.

Eydon

davidmcn wrote: »

Yes, already flagged up above as a potential issue - though only worth worrying about if the store start quibbling on that basis.

Yeah, I'd seen it flagged by a couple of people, but not really seen much response. I was just emphasising (probably badly) that if OP had asked for his Scout Leaders discount it would add more weight to it being a B2B transaction.