Bought a faulty item, company won't allow me to send it back

peterndlovu

Hello all, I am my wits end now. I bought a hot tub which has a slow leak and the company now has me going on a roundabout back and forth email trail. I really don't know what to do anymore as they won't let me return it without more evidence, of which the evidence is hard to find due to it being a slow leak.

What did you buy?
A hot tub

When did you buy it?
9th May but it arrived on 2nd July

Where from?
Internet

How did you pay?
Credit Card

What went wrong?
Filled up the hot tub on 2nd July to the Max line, went to check on the 4th July and it had dipped well below the Minimum line

What are the vendors telling you?
See summary of email trail below

What solution or remedy are you looking for?
I'm so fed up now with the constant back and forth via emails, I just want a refund.

• Delivery was delayed on two occasions finally turning up a month later than first stated
• I filled it up on 2nd July and when checking back on 4th July, the hot tub had clearly leaked water as there was approximately 20% to 30% less water in the tub than before
• The company I am dealing with only have an email address and no telephone number to deal with customer service (or any communications for that matter)
• E-mail 1 - I tell them the hot tub is faulty and send photo evidence of the water below the minimum line of the hot tub
• Response 1 - "I can see there is an excess amount of water coming from your spa. Unfortunately, it is our company policy that to issue a new spa body we need a photo/video directly showing the water leak. I can understand this may be difficult. Is there any way of you emptying some water out of the spa to make it lighter to life showing where the leak is coming from. Once this video/photo has been sent we can continue with your claim."
• E-mail 2 - I send 4 more photos of areas around the hot tub on the floor where small puddles of water have formed.
• Response 2 - "It definitely looks as though there may be a puncture or rip within the liner sadly. Not to worry though, would you be able to drain the tub slightly so that you can lift the spa up and inspect for a puncture, leak or rip and send me a clear photo of what you find?"
• E-mail 3 - I ask for a phone number to speak to someone as I cannot see a leak or a tear and how am I supposed to find something so small anyway, as its a slow leak. The hot tub is extremely heavy as well. The setup of the hot tub means there is an inner and outer liner, so I ask them how to find it. I ask for a refund as this is getting nowhere.
• Response 3 - "In order to progress with this claim, we will need clear evidence of fault, this means we will need a clear photo of the rip or puncture to get this resolved. You can do this by using a washing-up liquid and water solution which creates bubbles where the leak is."
  
• E-mail 4 - I respond by asking what they mean by using a washing-up liquid and water solution which creates bubbles where the leak is. It's also worth pointing out at this stage that every response has been signed off by a different name/person. I ask in my email whether they had read the previous email trail and seen the previous pictures.
• Response 4 - "As you have opened the Spa, we cannot authorise a return without proof of fault - and we need to find the leak for that. 0Could you please unzip the Spa and check for a black pipe, this could sometimes be the thing leaking which causes puddles to form around the Spa. I completely understand your frustration, but it is company policy that we have this evidence before we authorise a return."
• E-mail 5 - I confirm that the black pipe is there ... its the pipe that connects to the heating unit as per the design! I ask why I am now receiving different requests and would like a contact number for the manager to discuss this issue. I ask again for a refund and quote the consumer act 2015. 
• Response 5 - "Under the Consumer Rights Act 2015 for a product purchased between 30 days - 6 months ago, we are given the chance to repair/replace once. First, we need to locate a fault. Once we have evidence of a fault we will send you out a replacement body as soon as possible."
• E-mail 6 - I go over the past 5 emails and reiterate it is a slow leak I am finding impossible to identify the source bar the photos and evidence I have already sent. I've asked for them to send a technical representative round to help resolve the issue. I mention we seem to be no closer to getting this resolved so have asked for confirmation of the correct address to arrange a return to.

I just want to return this and get my money back now in all honesty and I can't handle all these circles I am going round. The product is faulty, I have provided evidence and all I am getting is this ridiculous back and forth on email. Any help would be massively appreciated.

user1977

"Where from?" means which company (and where are they based) - "internet" doesn't really help! Don't you have a real-life address for them?

Aylesbury_Duck

It's only been five days so a little early to be at your wits' end.  It's reasonable for them to ask you to establish the problem.  They're not asking you to check that the black pipe is there, they're asking you to see if the leak emanates from there.  Similarly, using washing-up liquid is a good way to trace a leak.  You may have had to repair a bicycle tyre puncture when you were a kid?  One way to find the leak is to submerge the inflated tube in a bucket of water to see where the bubbles are coming from.  Similar principle here, only you are looking for leaking water rather than air.  The washing-up liquid will mean that water leaking from a hole in the lining will visibly bubble, making it easier to spot than a tiny drip or dribble of just water.

One you have found the cause of the problem, video/photograph it and go back to them.  If it's a design or manufacturing fault, you have consumer rights to back you, reinforced by the fact you used your credit card.  If they determine the puncture is a result of mishandling or misuse, you have a trickier situation but cross that bridge if it comes to it.

Mistral001

The company's policy about getting a video is understandable as I am sure they get customers who get the hot tub and then after a few days or months think it is not for them and want a refund by whatever means they can get it..  You do not fall into this category of course.   Be persistent, but work with them to resolve the problem.

Sandtree

The issue was reported in the first 30 days and therefore the company are in their rights to ask you to prove the item is faulty (though most dont) 

sheramber

I would empty the tub and make sure  it and the are it is sitting in dry.

Then fill the tub with a several inches of water and wait. 

If no water leaks then top up the tub with a few more inches of water.

Repeat until you find water leaking out.

That should narrow down the  level where the leak is coming from and make it easier to find the source.

Use the soapy water to see where it is emerging from.

As they ask you to lift it up they may suspect the leak is coming from the underside of the hot tub.

visidigi

I don't think they are unreasonable in their request. For all they know you could have damaged it.

I am going to guess its LayZSpa as a recent thread had the exact same requirements for a faulty tub.

soolin

visidigi said:

I don't think they are unreasonable in their request. For all they know you could have damaged it.

I am going to guess its LayZSpa as a recent thread had the exact same requirements for a faulty tub.

I was going to suggest lazyspa as well, their warranty claims system seems to have collapsed since I last had one of their tubs. Most leaks on their tubs let the air out, not the water , to leak water but retain air it either has to be the only part not inflated, which is the base or via one of the pipes. The pipes don’t fit well on this years models and many people have had to raise the egg to get a good fit. 

Send a random video of water around the base of the tub, suggest the base itself is faulty and ask for a replacement liner. They take months to arrive sometimes but as long as you registered your warranty you have plenty of time. Once they agree to replace the liner they ask you to cut out the batch number from the existing tub to show them - thus rendering your tub unusable to stop fraud . However, obviously wait for them to confirm in writing that a new one will be sent first and then follow their instructions.

there are plenty of lazyspa groups on Facebook that can give you more help with finding leaks and possibly sorting it out yourself, I’d give them a try as this is a common issue. I had 3 replacement liners on mine and when the 4th arrived we couldn’t face going through it all again and sold it off cheaply still boxed and unused and gave up with the tub.