Faulty tent trying to get a refund.

stug1972

We bought a tent in April which cost £1300 to take the kids camping and on our first trip out the main guy rope that secures the tent nearly ripped off when we tried to peg it out under very little tension. 3 pegging loops also ripped off when trying to peg out the ground sheet. 

The tent was bought from a camping chain of retailers and paid for on finance using v12 finance. We have tried phoning the shop who said because it was bought on there website i have to speak to the online department and not through the shop. I phoned the number the shop gave me for the online department at least a dozen times and left numerous voicemails but they never return my calls. I then emailed them and eventually after lots of emails with no reply I said i was contacting the company directors direct and posting the issue on social media and guess what they replied to my email and have eventually agreed to refund me once the tent has been returned, but now i cant get in contact with them again to arrange a courier bearing in mind i cant even lift the tent off the floor as it is 4 foot square and weighs 45kg. I am now at my wits end and its really stressing me out as I have already paid 6 payments of £106 and im still paying that each month for a tent i cant use and its ruined my kids summer holidays as we had two camping trips booked which we had to cancel because we couldn't use the tent. 

I have spoke to the finance company who are a waste of time as all they say is they will email the camping shop but then never get back to me. Who is liable the finance company or the shop or both and is it covered by section 75?

Any help would be greatly appreciated as I don't know where to go from here.

Thank you.

sheramber

What does it say on the website about returns?

If you name the company somebody may be able to find out some information for you.

stug1972

The company is winfield outdoors. They have already said they will refund me as admitted the tent is faulty and said they will arrange a courier to pick up the tent but now i cant get in touch with them to get it picked up and they wont reply to any emails. Thanks

mattyprice4004

You'll need to keep on at them to arrange a courier - I'm sure they're just mad busy at the moment. 
When you say you can't lift it because it's 45KG, how do you take it away on holiday then? 

sheramber

try calling as soos as lines open. Start dialling just before the time.

stug1972

mattyprice4004 said:

You'll need to keep on at them to arrange a courier - I'm sure they're just mad busy at the moment. 
When you say you can't lift it because it's 45KG, how do you take it away on holiday then? 

Because it has a handle and wheels on the bag now its wrapped up so handle and wheels are inside the packaging.

the_lunatic_is_in_my_head

Their somewhat ambiguous terms imply they will collect faulty goods.

I would go back to the finance company and specifically request a S75 claim be raised. 

If they aren't helpful request their official complaints procedure and follow this. 

stug1972

sheramber said:

try calling as soos as lines open. Start dialling just before the time.

I have tried all that and it just goes to answer phone and says leave a message which i do every time and no one gets back to me. Its a camping shop so cant be that busy all day every day.

sheramber

I wouldn't think the phones would be to the shop. the online warehouse is a separate place.

What's the returns address?

Winfields Outdoors, Albert Mill, Mill Street, Haslingden, Rossendale, BB4 5JW, United Kingdom

From their facebook page you are not alone in having difficulty contacting them.

they do say on their enquiry page that they are experiencing  a high volume of  enquiries. Limited staff may also being exasperating the problem.
 
 Who is the finance company?

born_again

sheramber said:

 
 Who is the finance company?

It's in the OP.
>>using v12 finance<<

Who appear to be another one of these co's such as Klarna, who offer retailer the chance to offer customers 0% finance & spread the payment over a fixed term.

tripled

the_lunatic_is_in_my_head said:

Their somewhat ambiguous terms imply they will collect faulty goods.

I would go back to the finance company and specifically request a S75 claim be raised. 

If they aren't helpful request their official complaints procedure and follow this. 

This is the answer. Have you specifically requested to the finance company that they refund you, or that you want to make a S75 claim? If not, do so now. If yes, then it is time to raise a complaint.

https://www.v12retailfinance.com/complaintsprocedure.