Item delivered with damage and supplier refusing to help

jon81uk

KatrinaWaves said:

Can you link to that page in your OP?

Argos Product Support for Keter Store It Out Premier Jumbo Garden Shed 2020L - Grey (884/4505) (argos-support.co.uk)

jon81uk

neildavies17 said:

jon81uk said:

The screenshot clearly states to review their returns policy if there is a fault.
You should have contacted Argos first as they are the supplier who delivered a damaged item.

As mentioned in another reply inthe thread, the returns policy takes you back to the same screen in my screenshot.

https://www.argos-support.co.uk/8844505-keter-store-it-out-premier-jumbo-garden-shed-2020l-grey

and at the top of the page is a link to the Covid impact on the return policy.https://www.argos.co.uk/features/service-disruptions?tag=ar:propbar:covid19

On that page, scroll down to returns and it states "We're currently unable to accept returns of large items to any store but you can arrange a collection with our Live Chat team. "

KatrinaWaves

Yeah it’s a bit circular because of it being a new covid policy but I disagree that they are funnelling you to Keter, as that’s clearly for help with the product, not returning a faulty product.

I have no doubt you’ll get your replacement functional parts from Keter but I don’t think there will be a quicker resolution. 

neildavies17

unholyangel said:

neildavies17 said:

That is correct, except, Argos directed me to the manufacturer on their support site.  I don't have it on record, but from the screenshots you can see how they have directed me?

Originally, the manufacturer were going to supply spare parts, then were unable to.

I would accept a refund, of course, but Argos are not offering one.  They are saying that because I didn't advise them of the damage in the first 30 days, I am not entitled to refund or repair.

I would not want to negotiate a discount as the item is unusable with the damaged parts; it cannot be built.  Also, the manufacturer told me I could dispose of the damaged parts when they were going to send me replacements.

If you have any further issues, remind argos that any fault within the first 6 months is assumed to be inherent unless they prove otherwise. 

They cannot disclaim liability on the basis you didn't report to them in 30 days - they couldn't disclaim liability even if you didn't report within 6 months! The fact they have told you that may in itself be a criminal offence. If their terms explicitly state that, it's an unfair term (trying to remove/restrict statutory rights) which is unenforceable and again, may amount to a criminal offence. 

The 30 day time limit under CRA only relates to the short term right to reject - the right to reject the goods for a full refund. After 30 days, you need to allow the retailer 1 attempt to repair or replace. If a repair/replacement is impossible, fails to make the goods conform to contract or cannot be enacted within a reasonable time and without causing significant inconvenience, then you are again entitled to reject. If it's less than 6 months, then the refund needs to be a full refund. 

Thank you.  I am now working with the CEO's office, and waiting to hear what they propose once they have made some investigations.

Thank you regarding disclaiming liability.  I will remember that if they aren't forthcoming.

Thank you also re: the 30 day/6 month time limit.  I will quote that if I need to.

Thanks all, very helpful.

neildavies17

jon81uk said:

neildavies17 said:

Sorry, I should explain.  If you click on "visit our most up to date returns policy" it takes you back to the top of the page that you see in the screenshot.  The only option I had was to call Keter as I read "If you need advice about your product, please in the first instance contact the support provider using the number on this support page." that I should call that number for help.

From the consumer rights advice on this site, it appears I am still entitled to a replacement of the damaged parts, as I have notifed them in a reasonable timeframe.  This is all I really want, if it is possible.

After I wrote to the CEO yesterday, I have been contacted and it looks like they would like to try and find a resolution, so that may well resolve this satisfactorily.

and when it takes you to the top of the page there is a large banner stating click here for our Covid-19 return policy update which takes you to this page

It does, but there is still no mention that you have to report a return within 30 days.

Also, I didn't want to return it, I wanted the two pieces that were damaged to be replaced, which is why I followed the support site link.  The below is right before the Returns info.

Aftersales

We hope you’re delighted with your purchase, but if you’re not completely satisfied there are lots of ways we can help.

Start by visiting our Product Support Site Here, you can access frequently asked questions about your product, receive set-up advice, download a manual and much more.

Returns weren't possible as the stores weren't accepting them in store (for larger items)

Keter have advised there is a 1 year guarantee from Argos, if that makes any difference?

neildavies17

jon81uk said:

neildavies17 said:

jon81uk said:

The screenshot clearly states to review their returns policy if there is a fault.
You should have contacted Argos first as they are the supplier who delivered a damaged item.

As mentioned in another reply inthe thread, the returns policy takes you back to the same screen in my screenshot.

and at the top of the page is a link to the Covid impact on the return

On that page, scroll down to returns and it states "We're currently unable to accept returns of large items to any store but you can arrange a collection with our  team. "

I appreciate what you are referring to, but I wasn't looking for a return, I was hoping to get the two parts I needed to be able to build the shed.  Aftersales, where there is a problem with a product, is before Returns.

Also, bear in mind, that the Covid impact page has changed and now refers to dates November onwards.  My issue started in July.

I had to remove your links to be able to respond.

neildavies17

KatrinaWaves said:

Yeah it’s a bit circular because of it being a new covid policy but I disagree that they are funnelling you to Keter, as that’s clearly for help with the product, not returning a faulty product.

I have no doubt you’ll get your replacement functional parts from Keter but I don’t think there will be a quicker resolution. 

I believe I was directed to Keter as I set out to jon81uk.  I didn't want a return, I wanted help with the product and the damaged parts.

jon81uk

neildavies17 said:

jon81uk said:

neildavies17 said:

jon81uk said:

The screenshot clearly states to review their returns policy if there is a fault.
You should have contacted Argos first as they are the supplier who delivered a damaged item.

As mentioned in another reply inthe thread, the returns policy takes you back to the same screen in my screenshot.

and at the top of the page is a link to the Covid impact on the return

On that page, scroll down to returns and it states "We're currently unable to accept returns of large items to any store but you can arrange a collection with our  team. "

I appreciate what you are referring to, but I wasn't looking for a return, I was hoping to get the two parts I needed to be able to build the shed.  Aftersales, where there is a problem with a product, is before Returns.

Also, bear in mind, that the Covid impact page has changed and now refers to dates November onwards.  My issue started in July.

I had to remove your links to be able to respond.

Yes but the issue still lies with the retailer to resolve as part of returns. 

neildavies17

jon81uk said:

neildavies17 said:

jon81uk said:

neildavies17 said:

jon81uk said:

The screenshot clearly states to review their returns policy if there is a fault.
You should have contacted Argos first as they are the supplier who delivered a damaged item.

As mentioned in another reply inthe thread, the returns policy takes you back to the same screen in my screenshot.

and at the top of the page is a link to the Covid impact on the return

On that page, scroll down to returns and it states "We're currently unable to accept returns of large items to any store but you can arrange a collection with our  team. "

I appreciate what you are referring to, but I wasn't looking for a return, I was hoping to get the two parts I needed to be able to build the shed.  Aftersales, where there is a problem with a product, is before Returns.

Also, bear in mind, that the Covid impact page has changed and now refers to dates November onwards.  My issue started in July.

I had to remove your links to be able to respond.

Yes but the issue still lies with the retailer to resolve as part of returns. 

Let's hope the email to the CEO helps resolve this...

KatrinaWaves

neildavies17 said:

jon81uk said:

neildavies17 said:

jon81uk said:

neildavies17 said:

jon81uk said:

The screenshot clearly states to review their returns policy if there is a fault.
You should have contacted Argos first as they are the supplier who delivered a damaged item.

As mentioned in another reply inthe thread, the returns policy takes you back to the same screen in my screenshot.

and at the top of the page is a link to the Covid impact on the return

On that page, scroll down to returns and it states "We're currently unable to accept returns of large items to any store but you can arrange a collection with our  team. "

I appreciate what you are referring to, but I wasn't looking for a return, I was hoping to get the two parts I needed to be able to build the shed.  Aftersales, where there is a problem with a product, is before Returns.

Also, bear in mind, that the Covid impact page has changed and now refers to dates November onwards.  My issue started in July.

I had to remove your links to be able to respond.

Yes but the issue still lies with the retailer to resolve as part of returns. 

Let's hope the email to the CEO helps resolve this...

You do realise you will be dealt with by the same people you were dealing with previously? The CEO doesn’t handle complaints about nackered sheds, nor does his ‘team’