Returning items

Asker

Hi guys and girls,

I'm sorry I have read the info here and done searching online but am not entirely certain so would like some advice.

I bought a Vax steamer from Curry's 4 days ago and it is really poor. The trigger to press the steam with my thumb is very painful after just a couple of minutes and my wife agrees. We literally can't use it due to this flaw so it's not fit for purpose for us.

On top of that the accessories just don't fit in the accessory holes and when you do put an accessory on the end keeps twisting.

The main fact is we cannot use it due to the pain it causes: it really is a very badly designed product that for us isn't fit for purpose, even though it technically works. The plastic attachments not beign secure and spinning off are not the end of the world and they could always give us new ones that do fit properly but the point is we really can't live with it anyway and will throw it away if we can't give it back.

I was shocked when I went to Curry's to give it back them refusing to take it back despite me saying it's not fit for purpose/can't be used. They said because I need to call up and explain the fault and they'll try and fix it. Yes there are the plastic connection faults but our main issue is it's just not usable due to very poor design. So what do we do?

The guy said they have them in store so we would have been able to handle them and we bought on that basis so they are not obliged to give us a refund because we don't like it. But they dont haev all the bits in store (the connectiosn that don't fit properly) and they don't let you try it working. it's just the main unit with no connections standing up for you to look at and hold. So basically we were buying it not having tried it so we could never foresee the issue of awful use.

So what are my rights? It seems to me as I bought in store they can jsut refuse refund even though that's to my mind at worst unfair and immoral as I wasn't able to try the product, and at best just very poor customer service: if you sell somethign to a customer and they really dont like it they should be able to return it.

What abotu if I was to buy online? Would I then be able to return even if opened and tried briefly?

If so I might just buy another one online and give the unopened one back then the opened one back as the online purchase. They are really upsetting us and I expected much more from a reputable store such as Curry's!



I could call them and try to explain the fault and hoep they refund but then I won't be able to do the online workaround, so I don't know what to do.

Any advice appreciated

munchpot

I think what you are planning to do with online ordering would in fact be classed as Fraud.

You don't have any rights for change of mind when you buy something in store and will be relying on Curry's own policy

I'm not a fan of Curry's customer service generally, but on this occasion, think they are right.

I notice you use the phrase 'it's not fit for purpose for us'. If the machine works when you push the button its' fit for purpose so that argument will fail

[Deleted User]

Asker wrote: »

it technically works.

So "technically" there is no fault.

Asker

munchpot wrote: »

I'm not a fan of Curry's customer service generally, but on this occasion, think they are right.

I notice you use the phrase 'it's not fit for purpose for us'. If the machine works when you push the button its' fit for purpose so that argument will fail

I agree they are right if that is their policy, whatever I may think of it. All I wanted to do was swap it for the more expensive version they sell. English companies have a lot to learn from the Americans "keep the customer happy" philosophy.

My little workaround I don't think would work anyway, fraud or not, because I just remembered I got rid of all the inner boxing for recycling.

I'll call them and tell them about the faults I think. I wouldn't normally bother for faults like this but these aspects do not function as advertised. I just hope I will be able to get a refund to buy the more expensive one from them.

And next time buy online !

Asker

Moneyineptitude wrote: »

So "technically" there is no fault.

True. Whilst it causes pain to young fit gym enthusiasts like me and me wife, who can both lift more than our body weights with ease, to the extent that we don't wish to use it, yes it does technically work.

What doesn't work though are the bits that are broken/loose and twist off. Those are faulty. Just not faults I'd normally complain about as I hate returning things, rarely do so.

BoGoF

I think you'll find that American consumer laws trail well behind the UK and EU.

Asker

BoGoF wrote: »

I think you'll find that American consumer laws trail well behind the UK and EU.

They may well do, and I have little love for the USA certainly in the current climate, but my experience having spent months out there is that they will do anything to please a customer.

For a company like Curry's to not allow returns for opened items three days later is to me strange. Even Argos allowed returns all the time if I remember correctly, unless they have changed their policy.

I've learned my lesson and will always buy online!

BoGoF

"A company like Currys"......not sure where you have been but Currys are far from reputable and are renowned for their lack of customer service.

However in this case they seem to have done nothing wrong. For what it's worth buying online does not allow you to 'try before you buy'.

Asker

BoGoF wrote: »

"A company like Currys"......not sure where you have been but Currys are far from reputable and are renowned for their lack of customer service.

However in this case they seem to have done nothing wrong. For what it's worth buying online does not allow you to 'try before you buy'.

I'm clearly wrong about Curry's. Live and learn. BY "company like Curry's" I meant a large company with a reputation to build and maintain.

Well Curry's themselves say they allow "try before you buy" only if bought online. They said so. As do John Lewis. And I know because I've done it with both with laptops, being very honest about what I wanted to do at the point of purchase. And I've just spent £1500 on a projector with no intention of trying before buying as I know what I want, but they guy on the phone was almost encouraging me to try it and send back for a refund if I don't like it. In fact I've never asked the question and refused it, never known it not to be the case! I am guessing it's to do with the online selling regulations.

the_lunatic_is_in_my_head

Asker wrote: »

On top of that the accessories just don't fit in the accessory holes and when you do put an accessory on the end keeps twisting.

The plastic attachments not beign secure and spinning off are not the end of the world

This the point to focus on, you have 30 days to reject the goods outright for a full refund, you may be asked to demonstrate the fault (the above sounds like it easy could be in store) but Currys can not insist on a repair if you don't want one in this instance.

Go back and tell them you are exercising your short term right to reject the goods outright for a full refund.

If they refuse send a letter before action to head office for the value of the cleaner.

DoaM

the_lunatic_is_in_my_head wrote: »

This the point to focus on, you have 30 days to reject the goods outright for a full refund, you may be asked to demonstrate the fault (the above sounds like it easy could be in store) but Currys can not insist on a repair if you don't want one in this instance.

Go back and tell them you are exercising your short term right to reject the goods outright for a full refund.

If they refuse send a letter before action to head office for the value of the cleaner.

As above. And if you paid by credit card (and the item value was £100+) then you could also/instead raise a Section 75 claim with your CC provider.