Faulty item from The Range

Nicola6666

I had a tv unit delivered over 6 weeks ago from The Range but it was faulty. I have been advised that it needs to be collected as it's from a Range Plus Partner and cannot be returned to store. They do not reply to emails and are really unhelpful when I call - they say they are waiting to hear back from Range Plus and cannot give me a phone number for them. They asked for collection date availability two weeks ago and just didnt turn up. I have written to them informing them that as per the consumer rights act 2015 I am entitled to a refund within 30 days but they have also ignored this. What else can I do as I'm stuck with this huge item, no refund and no contact from them??

the_lunatic_is_in_my_head

If you complained within 30 days and requested a refund then you are entitled to reject outright for a full refund* and this refund should be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

It appears they have offered to collect so your only obligation is to make the goods available for collection. 

Their website appears to imply your contract is with the partner rather than the range so you should have been given:

the geographical address at which the trader is established and, where available, the trader's telephone number, fax number and e-mail address, to enable the consumer to contact the trader quickly and communicate efficiently;

by email or on paper with goods, what info did you get OP?

*the trader can request you demonstrate the goods do not conform to the contract (e.g are faulty) but if they don't mention this there's no need for you to mention it either. 

Nicola6666

Thank you. I definitely complained within 30 days, it was 5 and I’ve asked for details of the partner but they have said they do not have them and that they can only contact them through their internal system. I’ve also given availability for collection. I can’t speak to a manager or have anyone return my calls. I left a review today and they sent me an email asking if I would like replacement parts. I’ve gone back to state that I have been requesting collection and refund for over 6 weeks. 

I feel like I’m stuck as all they say is that I have to wait for the partner to get in contact. I reported them to trading standards today.