Exchange

Harco22

I bought a lawnmower from a Homebase store that was a minutes walk from my house. 8 months later the product is faulty and not working so I need to exchange. My local store has now shut and my nearest Homebase store is now a 2 hour round trip. They have advised as I purchased in a store, it has to be exchanged in store. I rang to state that i have a faulty item and its not reasonable that I have to spend over 2 hours driving (my journey also includes going through the Mersey tunnel which I will have to pay for) to exchange. I've also emailed them to complain but they are adamant there is no other option. I want them to deliver me a new one and pick up the faulty on, am I being unreasonable? Does any know if I have any rights?

[Deleted User]

Yes, you're being unreasonable.

pbartlett

Whilst annoying to say the least, there is little you can do about it. You need to exchange in store. 

Might be worth calling beforehand and checking they have stock!

The_Fat_Controller

Agreed.
Enjoy your drive and think yourself lucky they will replace it and not just offer a repair.

user1977

I don't remember seeing any legislation which says the customer must bring the faulty item back in person?

[Deleted User]

That's because there isn't any. Homebase can choose to offer a collection service as part of their returns policy if that's what they want to do.

But they don't.

user1977

Deleted_User said:

That's because there isn't any. Homebase can choose to offer a collection service as part of their returns policy if that's what they want to do.

Yes, but it sounds like Homebase are claiming the return can only be made by the OP standing there in the store bearing their faulty lawnmower. Rather than e.g. sending it back by courier.

[Deleted User]

The OP is welcome to send a courier or any other representative with the proof of purchase to return the old one and to collect the replacement.

But it's probably not an often requested form of return, which is why they didn't mention it. 

mattyprice4004

user1977 said:

I don't remember seeing any legislation which says the customer must bring the faulty item back in person?

I don't remember seeing anything to the contrary either...
As above, the customer doesn't have to bring it back in person, but they have to take it back to the store somehow. 

Aylesbury_Duck

Harco22 said:

I bought a lawnmower from a Homebase store that was a minutes walk from my house. 8 months later the product is faulty and not working so I need to exchange. My local store has now shut and my nearest Homebase store is now a 2 hour round trip. They have advised as I purchased in a store, it has to be exchanged in store. I rang to state that i have a faulty item and its not reasonable that I have to spend over 2 hours driving (my journey also includes going through the Mersey tunnel which I will have to pay for) to exchange. I've also emailed them to complain but they are adamant there is no other option. I want them to deliver me a new one and pick up the faulty on, am I being unreasonable? Does any know if I have any rights?

Yes, you have a right to not drive there and have longer grass.

Have they actually confirmed you are entitled to an exchange?  After eight months, they have the right to ask for evidence that it's faulty and not just broken through abuse or misuse.  Have they asked for that, or have they already agreed to an exchange?  If the latter, I'd suck up the drive because they could have made you jump through more hoops to get your replacement.

JJ_Egan

As above OP reads as faulty and just taking back to store , no mention of Homebase agreeing to replace .