Non working hair product

brewthebear

 Purchased a hair product at Grand Designs last week £200, went to use it at weekend and it is not working. I went online to the makers of item and contacted them.

They replied that to get a refund I would have to contact an email or WhatsApp they gave me. I have contacted both and no response A

ny suggestions what I should do now.

brewthebear

Paid by debit card

lincroft1710

brewthebear said:

  Any suggestions what I should do now.

Yes.

Ask a Board Guide to transfer this thread to the Consumer Rights Board

nicknameless

Wrong board but fascinating.  You paid £200 for a hair product?  Would you like to buy my house?  It's very good value honestly.

pinkshoes

brewthebear said:

 Purchased a hair product at Grand Designs last week £200, went to use it at weekend and it is not working. I went online to the makers of item and contacted them.

They replied that to get a refund I would have to contact an email or WhatsApp they gave me. I have contacted both and no response A

ny suggestions what I should do now.

If you've followed their instructions then I would contact your card company to try and do a chargeback for faulty goods. 

Obviously don't dispose of the faulty product. You need to make this available for the company to collect once you have a refund.

I would personally contact the manufacturers again and say you have had no response but you want to return the faulty product for a refund and see what they say. I would mention doing a chargeback to them and see if this prompts them into sending a replacement or something.

user1977

pinkshoes said:

brewthebear said:

 Purchased a hair product at Grand Designs last week £200, went to use it at weekend and it is not working. I went online to the makers of item and contacted them.

They replied that to get a refund I would have to contact an email or WhatsApp they gave me. I have contacted both and no response A

ny suggestions what I should do now.

If you've followed their instructions then I would contact your card company to try and do a chargeback for faulty goods. 

Obviously don't dispose of the faulty product. You need to make this available for the company to collect once you have a refund.

I would personally contact the manufacturers again and say you have had no response but you want to return the faulty product for a refund and see what they say. I would mention doing a chargeback to them and see if this prompts them into sending a replacement or something.

Why would the manufacturers care about that (unless they were also the retailer)? It's whoever was running the glorified market stall which the OP has rights against.

oldagetraveller1

Is nobody else curious as to which "hair product" sells for £200?

I, for one, would really like to know!

brewthebear

Aria hair straighteners (got sucked in by the hype there’s always one or hundreds lol) that what they rely on.

Manufacturer said the responsibility lies with the retailer. Do I need to wait to see if they do respond, I t’s now been 6 days with no response before asking Visa card to do a chargeback.

cx6

Probably conditioner-free shampoo. Expensive, but it makes you love your hair unconditionally.

JJ_Egan

Manufacturer is correct any Consumer Rights are against the vendor .

theonlywayisup

Don't panic, you've paid on a card, albeit a debit card (credit next time) and you've contacted the retailer.  Go to your card merchant and give them all the info showing the purchase, the lack of response and the evidence they don't work.  You will have to be patient. 

In the meantime, read up https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/ites.