The Range - No response from Returns. Expensive Item

J.J.W.

Sorry for what must seem trivial in our current environment.
Can't afford to loose this money or not get replacement. Been trying for a week now.

We recently bought a rather expensive item, something we have saved for, for some time.
The item was delivered, as you would expect, from a distance.
The delivery drivers kindly asked and left the large heavy BBQ beside my car and then left.
When I went to collect it, as I moved the box, the fixing tools etc fell out, as the bottom was not taped properly.
Then I noticed the side facing the car, had a huge hole through the cardboard box and a tear in the plastic.
I brought it into the house, put my hand in, opened top to feel there is a big dent in the side of the BBQ
Due to price, I don't want a reduction on something I might not be able to use once built, it need a lot of building.
I do want and be happy to have a replacement.

We have tried;
- calling, line not working, cuts off.
- I called the purchase line, that's working, waited for 20+ mins, when I got through, politely explained issues with contacting returns and was hung up on mid conversation.
- emailing as advised, no answer.
- Live chat, starts, then says we are offline
- DM on twitter, not even read

I cannot afford to loose this money and wounder what rights I have as we are actively trying (and can prove such) to contact The Range to rectify.
Bought on Debit card, not credit card.

Thank you for any help you may offer.
JTJ

Fosterdog

You're just going to have to wait until there is some normality back. You have proof of your attempt to contact them so even if they are not helpful when everything is back up and running you will have a valid case against them.

Luckily it's not an essential item and you don't need it until this all passes over so it's not and really shouldn't be a priority to get it sorted while people's lives could be put at risk. You are not losing the money, it's money that you chose to spend, at the end of this you will either get a new one or your money back, either way you are not disadvantaged at all.

J.J.W.

Fosterdog said:

You're just going to have to wait until there is some normality back. You have proof of your attempt to contact them so even if they are not helpful when everything is back up and running you will have a valid case against them.

Luckily it's not an essential item and you don't need it until this all passes over so it's not and really shouldn't be a priority to get it sorted while people's lives could be put at risk. You are not losing the money, it's money that you chose to spend, at the end of this you will either get a new one or your money back, either way you are not disadvantaged at all.

I wished for comfort and proof/link, that I could still have valid argument/money back should contact be rebuffed and unsuccessful. I understand there are still legal time frames for such and cannot find suitable documentation saying otherwise. This is an area I am not verse in and thought the Debit/Credit card note mattered perhaps.
The fact, they are still actively running the selling side and not supporting the fault/refund side is unbalanced.

I am in the vulnerable category and fully recognise the situation we are all facing. I may not be reading your response in the tone it was intended, i find your additional paragraph somewhat unnecessary and does not read very nicely in the vast majority, while I do recognise a small part of what you say, I feel it is not completely considered and balanced.

It would not benefit the companies or the economy if we were not to spend our money/saved money. Yes I chose to make this purchase, but have completely natural concerns over any possibility of loosing the money.
The Range encourage and support online purchasing. I consider myself fortunate that where I reside I get all deliveries of groceries locally. Due to the lack of unusable BBQ, the local butchers have taken a circa £80 hit on top of what I was looking to spend. 

Kind regards
JTJ

DoaM

To be fair, whether you're in the vulnerable category matters not for a purchase such as a BBQ - it is not an essential item.

To your question ... if the seller is unwilling or unable to provide a remedy (such remedy being a repair, replacement or full refund - your choice as you'd be invoking your Initial Right To Reject*) then you can raise a Chargeback claim with your card provider.

* To invoke the IRTR the burden of proof lies with the consumer to prove the goods don't conform to contract. This should be easy for you if you've not tried to unpack the goods.

J.J.W.

DoaM said:

To be fair, whether you're in the vulnerable category matters not for a purchase such as a BBQ - it is not an essential item.

To your question ... if the seller is unwilling or unable to provide a remedy (such remedy being a repair, replacement or full refund - your choice as you'd be invoking your Initial Right To Reject*) then you can raise a Chargeback claim with your card provider.

* To invoke the IRTR the burden of proof lies with the consumer to prove the goods don't conform to contract. This should be easy for you if you've not tried to unpack the goods.

Thank you DoaM,
That's good to know.
Thank you for the Tech Talk, i've looked this up. Thankfully, I have not tried to unpack the item. We will wait a little longer before going down this route. Good to know there is one.
Agree on the essential item overall. Its the way a response is penned. I'd argue, The Range does not sell anything that is essential in the grand scheme things being totally honest.
Cheers,,,,,JTJ

[Deleted User]

J.J.W. said:I am in the vulnerable category and fully recognise the situation we are all facing. 

JTJ

Without putting too fine a point on it, why did you purchase a barbecue during a period when everyone (but most especially the vulnerable) should be observing social distancing ? 

You may say you like food cooked on an outdoor stove (and that's fair enough), but barbecues are generally social gatherings and the £80 worth of meat your butcher has seemingly "lost" the sale of suggests such a shindig was planned?

Regardless, I'm certain you'll eventually obtain your refund or exchange but you'll have to be patient I'm afraid.  

sheramber

If your query is related to a damaged product, then please send an image of the item to product@therange.co.uk highlighting the query with your order number in the subject of the email. Please allow up to 2 hours for the photo to be received prior to calling. This email address is only used to receive email and is not used for outgoing correspondence.

 

Please be advised: Sending an image prior to calling will help our advisors to resolve your query quicker.

 That would be your proof that you contacted them

davidmcn

Moneyineptitude said:

J.J.W. said:I am in the vulnerable category and fully recognise the situation we are all facing. 

JTJ

barbecues are generally social gatherings and the £80 worth of meat your butcher has seemingly "lost" the sale of suggests such a shindig was planned?

To be fair, the OP may have a large and extremely carnivorous household.

Aylesbury_Duck

davidmcn said:

Moneyineptitude said:

J.J.W. said:I am in the vulnerable category and fully recognise the situation we are all facing. 

JTJ

barbecues are generally social gatherings and the £80 worth of meat your butcher has seemingly "lost" the sale of suggests such a shindig was planned?

To be fair, the OP may have a large and extremely carnivorous household.

No wonder they feel vulnerable!

J.J.W.

Moneyineptitude said:

J.J.W. said:I am in the vulnerable category and fully recognise the situation we are all facing. 

JTJ

Without putting too fine a point on it, why did you purchase a barbecue during a period when everyone (but most especially the vulnerable) should be observing social distancing ? 

You may say you like food cooked on an outdoor stove (and that's fair enough), but barbecues are generally social gatherings and the £80 worth of meat your butcher has seemingly "lost" the sale of suggests such a shindig was planned?

Regardless, I'm certain you'll eventually obtain your refund or exchange but you'll have to be patient I'm afraid.  

No, family of 4. Bit eaters. I typically like a Rib Eye, nearly 1 kilo, and planning a leg of lamb plus other bits.Leftovers recycled into other dishes and or frozen. I've not been out since a week before lock down. Where as Wife does take kids out for their exercise, latish, and again, luckily to an area that no one uses.

J.J.W.

sheramber said:

If your query is related to a damaged product, then please send an image of the item to product@therange.co.uk highlighting the query with your order number in the subject of the email. Please allow up to 2 hours for the photo to be received prior to calling. This email address is only used to receive email and is not used for outgoing correspondence.

 

Please be advised: Sending an image prior to calling will help our advisors to resolve your query quicker.

 That would be your proof that you contacted them

Thank you very much.
We used that on the day.
Would not be the first time something like that is missed.
Regards
JTJ