Wowcher - Trader not prepared to replace / refund faulty goods

JRHRERARER

Hi there,
So bought a trail camera to picture wildlife in the garden, it arrived, I used it once it stopped working, I tried to call Wowcher, no response everything is now done via an automated Whatsapp bot. Did request for an agent to contact me - which they did via WA  22hrs later. They asked me to contact the merchant asking for a refund, - merchant reply (from China) was that I had gone past their 15 day warranty period and tough luck, no refund or return.

Tried emailing Wowcher who just forwarded my mails to the merchant who came back with the same response.

I tried again to go through their WA channels and this is the response received -

[16:22, 23/08/2021] Wowcher: Aaron

Dear Customer,

We are so sorry to hear that you are unhappy with our product.

Pls check the screen shot below:

[cid:_Foxmail.1@b1530f99-17e9-c954-5a02-fb271e361ec1]

It shows your package has signed for more than 15 days, I am so sorry but I have to inform you that the after-sale has been expired, We can not process anything further for you at this moment

Apologize for any inconvenience caused.

[16:22, 23/08/2021] Wowcher: Aaron

Unfortunately we cannot refund as merchant have declined for replacement or refund.

[16:22, 23/08/2021] Wowcher: Aaron

Thank you for chatting. Good-bye.

[16:22, 23/08/2021] Wowcher: Thank you for messaging us.

It’s our priority to continue providing outstanding service to customers like you, and the best way for us to improve is through your feedback.

If you have a spare moment we would love to hear more about your experience today. It only takes a brief moment.

[16:22, 23/08/2021] Wowcher: Based on your experience today, how likely are you to recommend us to a friend or colleague? (0 Not at all likely - 10 extremely likely)  

Now as I place the order with Wowcher and paid them, surely my contract is with them and therefore it is their obligation to work on my behalf to either gain an refund or new goods. 

Wowcher's customer (rejection) service dept do not want to know - so the question is where do I go now. 

Thanks
J

macman

Wowcher make it clear in their T and C's that they act as an agent only, not as a merchant. See below. Your contract is with the merchant, not them. If that merchant is based in China and their warranty is only 15 days, then you've no claim. If the warranty is still valid, then you must pursue it yourself, direct, which is obviously impractical in this case.
Goods bought from the other side of the world come with no consumer protection to speak of, that's why they are so cheap, because you take all the risk.

2. Our Liability

2.1 Subject to clause 2.3 below, our liability for losses you suffer as a result of us breaking these terms and conditions is strictly limited to the purchase price of the Voucher.

2.2 Save in relation to Deals Direct Products, Cascabelle Products, Men and Co Products or Wowcher Own Products, we are not responsible for the Voucher Products and/or any other goods and/or services for which a Voucher can be redeemed at a Merchant. The Merchant is solely liable to you for all Voucher Products and/or any goods and/or services which the Merchant provides to you. Before you redeem a voucher with a Merchant you should do your own research on the Merchant to make sure that you are happy with the Merchant and the products and services that you are redeeming your Voucher for. In addition, please read the Deal Page and the Fine Print so that you are aware of all restrictions.

JRHRERARER

Macman - thanks for that, lesson learnt, wont be buying from Wowcher again. Cheers J

Hettymags

I’ve had a terrible experience with them also. I bought a refurbished MacBook Air for £249 in Jan 2022. It broke by the end of Feb 2022. The merchant was not responding to e mails and their web page disappeared. Wowcher chat just kept repeating automated replies and we’re not helpful at all. As far as I’m concerned, they are a bunch of con artists. I have lost my money. Money I could ill afford to lose . I won’t be using them ever again. 

cx6

Not only don't buy from Wowcher - don't buy from China!