Clever spa hot tub

Sidy1

Hi I’m after some information on how I can deal with the company Clever spa . I purchased a new hot tub from the Range for over £600 , used it for a couple of weeks then it failed I’ve tried to contact the Range through emails and they have said it’s over the 28day return policy. Ive also tried to contact clever spa themselves. They won’t answer the phone and don’t respond to any emails I have sent . We’re do I turn next and what are my rights as a customer? 

Aylesbury_Duck

Your consumer rights are with The Range, so don't let them fob you off.  How long ago did you buy it and how did you pay?

Sidy1

Purchased on 19th feb. Delivered 24th and not unpacked or used till March 27th due to building work on my house .used for a couple of weeks the stopped heating up . The range are not interested and no acknowledgement by clever spa through phone calls or emails .should I go to trading stds ? 

powerful_Rogue

Sidy1 said:

Purchased on 19th feb. Delivered 24th and not unpacked or used till March 27th due to building work on my house .used for a couple of weeks the stopped heating up . The range are not interested and no acknowledgement by clever spa through phone calls or emails .should I go to trading stds ? 

You can't go direct to trading standards, and they wouldn't do much anyway.

Send The Range a LBA highlghting the fault and your consumer rights.

Sidy1

What is a LBA ? 

powerful_Rogue

Letter before Action - If you google it, it will give you some examples.

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/Problems-with-goods---letter-before-court-action/

Sidy1

I’ve also contacted Lloyds bank to try and get a charge back .there not interested either . The range have said they won’t refund or exchange and to go direct to clever spa . The warranty lies with clever spa and they should fix or replace the goods ? The bank said the same ?  Facebook seems to be full of horror stories regarding clever spa returning hotubs that are more faulty than when they were sent or even not the same hottub returned to the customers . You would have thought trading stds would be able to help due to the amount of complaints .thanks for your advice 

powerful_Rogue

Ignore the warranty. You're claiming under consumer rights and that sits with the retailer.

Have a read of this mse guide and go back to the range. Don't be fobbed off with warranty talk. If they don't accept what you say, do the same with lloyds. Did you pay via debit card or credit card?

Also forget trading standards. They won't help you resolve this situation. Even mentioning them to the retailer will put you on the back foot as they know TS do nothing.

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Sidy1

Purchased on visa debit .thanks for your response I will try and follow this up .thanks a lot 👍

slingshot21

I have also had issue with the range and cleverspa in short I’ve had 2 spas from cleverspa with broken heating element the range have said it’s down to cleverspa to authorise a refund dispite that I paid the range. cleverspa have said that it’s the range that needs to give refund!!! Have been told today that the range will no longer talk to me regarding the spa and that I have to contact cleverspa !! The spa is currently with cleverspa as I have been told that once I take the spa back I accept the warranty fix and not a refund. I’m now in talks with the bank for full refund advise is never but items from the range they make there returns policy up as they go 

c88phillips

slingshot21 said:

I have also had issue with the range and cleverspa in short I’ve had 2 spas from cleverspa with broken heating element the range have said it’s down to cleverspa to authorise a refund dispite that I paid the range. cleverspa have said that it’s the range that needs to give refund!!! Have been told today that the range will no longer talk to me regarding the spa and that I have to contact cleverspa !! The spa is currently with cleverspa as I have been told that once I take the spa back I accept the warranty fix and not a refund. I’m now in talks with the bank for full refund advise is never but items from the range they make there returns policy up as they go 

Any luck on the refund? I have just had mine repaired and is broke again after 2 weeks use. Water not heating up. Just been on phone to the range again and they have organised a call back from cleverspa. I don’t want it repaired or replaced i want a refund.