HUGHES DIRECT EBAY - REFUSING TO TAKE BACK FAULTY TELEVISION NO PACKAGING

[Deleted User]

We Purchased a 75 Inch television for £1000 from Hughes Direct, via their ebay store, the Television was delivered and the packaging removed by the Courier after delivery, we paid a engineer £150 to install the TV on the wall before lockdown, it has developed a fault and we are advised by them that we need to return the TV as they will not send a engineer to repair or look at the problem, we have informed them that we need to have this removed from the wall and this will be after 02 December 2020 after the current lock down, they have now stated they will not accept the Television despite the fault without the Original packaging in which it was delivered, we have advised them this was not now available and for such a large item, we did not expect to be returning it after 28 Days.
They have now stated they will not be able to refund or exchange the Faulty television as we should have kept the packaging for 28 days and they are not prepared to send any packaging, they have stated if we do not have the packaging then the refund is denied and the Faulty TV is our responsibility.
We are so distressed that we have to now pay for the removal of the TV after 2 December 2020 and they have now refused to refund or exchange without the orginal packaging, we are also concerned that the Item is not Fit for purpose within 30 Days and this item should never have developed faults like this.
Please can anyone advise of our rights 

JJ_Egan

What fault ??  have you factory reset ??

[Deleted User]

Yes I have done all that through them advising me but they could not address the issue or resolve it.

Aylesbury_Duck

I don't think disposing of the packaging removes your consumer rights.  You will have to be more assertive with them.  Put everything in writing.

How did you pay?

[Deleted User]

I paid with the Credit card but they have stated without the packaging they will not deal with the matter and it is closed, I have written to the HQ and awaiting their response as I have bought lots of items from them before and never come across this before and they have in the past always been good, in fact better than John Lewis but I guess its the sign of the times!

Aylesbury_Duck

That's good, because if they won't play ball, you could get your credit card involved.  Might be worth giving the card company a call to get their advice at this stage.

davidmcn

Why do they think they need the packaging? Are they going to flog your broken telly to somebody else? There's no requirement for this if you're returning something as being not of satisfactory quality etc (rather than a change of mind).

neilmcl

runner2001 said:

I paid with the Credit card but they have stated without the packaging they will not deal with the matter and it is closed, I have written to the HQ and awaiting their response as I have bought lots of items from them before and never come across this before and they have in the past always been good, in fact better than John Lewis but I guess its the sign of the times!

You are not required by law to have the original packaging if you are returning faulty goods. As mentioned you have protection via your credit card so get them involved.

[Deleted User]

They have stated for insurance reasons they can not collect the TV as it is so large and needs the original packaging, I am totally confused, i have still not had a response they have now sent me a arrow collection notice for Tomorrow, they state the Tv must be in original packaging, so I have written to them again, I am sat here in a Lockdown with a faulty TV which works as and when it wants, and now have to deal with these too, when I have already advised them I wont be able to remove the TV from the wall due to Covid 19 restrictions until after 02 December 2020.
The whole world has gone crazy!

Aylesbury_Duck

Have you spoken to your credit card company, as advised?

Let the courier arrive tomorrow and explain you don't have the original packaging.  They'll presumably go away again, unless they have something suitable to transport it in.

photome

runner2001 said:

They have stated for insurance reasons they can not collect the TV as it is so large and needs the original packaging, I am totally confused, i have still not had a response they have now sent me a arrow collection notice for Tomorrow, they state the Tv must be in original packaging, so I have written to them again, I am sat here in a Lockdown with a faulty TV which works as and when it wants, and now have to deal with these too, when I have already advised them I wont be able to remove the TV from the wall due to Covid 19 restrictions until after 02 December 2020.
The whole world has gone crazy!

I dont think you need the original packaging (would help of course as it would keep the Tv safe on return)  you will need perhaps lots of bubble wrap and some outer cardboard packaging, Most delivery companies wont insure glass or even transport glass so i can see where Hughes are coming from.  I also think you may have to get the TV off the wall so they can pick it up, Isnt there anyone who can help you do that?

With it being faulty though maybe Hughes need to provide you with packaging for return, I am sure someone will know the answer to that

As already suggested it may pay to give your card company a call