Jessops - Worried what they have sent me has been opened and used before

Alderbank

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

I don't think competent retailers see this as a new problem.
The legislation permits the consumer to examine the goods as they would in a shop.
In a bricks&mortar shop I would expect the retailer to open a box for me so I could examine the contents, without obligation.
If the distance purchaser returns the goods in poor condition the retailer is permitted by legislation to reduce the refund accordingly.

Grumpy_chap

Alderbank said:

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

I don't think competent retailers see this as a new problem.
The legislation permits the consumer to examine the goods as they would in a shop.
In a bricks&mortar shop I would expect the retailer to open a box for me so I could examine the contents, without obligation.
If the distance purchaser returns the goods in poor condition the retailer is permitted by legislation to reduce the refund accordingly.

But here ( and in similar threads) we have the next customer saying that the box had been opened before and they paid for a brand new item.  Nothing saying the item was degraded - just box opened before.

Though the OP seems to be more concerned by the investment returns made by Jessops between payment and delivery.

born_again

Grumpy_chap said:

Though the OP seems to be more concerned by the investment returns made by Jessops between payment and delivery.

Given Jessops recent financial history.. They need every penny they can 🤣

eskbanker

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

Retailers choosing to offer their products online should be doing so in the full knowledge of their legal obligations so this shouldn't be news to them, but my understanding remains that the right to return (when not faulty, etc) is effectively in lieu of being able to inspect the product in a shop, and any handling, etc, should be commensurate with what can reasonably be done in that environment.

Hence my earlier question about whether the product has actually been used or if its packaging had simply been opened, as IMHO the former would then be second hand but the latter wouldn't....

Edit: replied before navigating to page 2, so most of that has been covered since!

powerful_Rogue

eskbanker said:

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

Retailers choosing to offer their products online should be doing so in the full knowledge of their legal obligations so this shouldn't be news to them, but my understanding remains that the right to return (when not faulty, etc) is effectively in lieu of being able to inspect the product in a shop, and any handling, etc, should be commensurate with what can reasonably be done in that environment.

Hence my earlier question about whether the product has actually been used or if its packaging had simply been opened, as IMHO the former would then be second hand but the latter wouldn't....

Edit: replied before navigating to page 2, so most of that has been covered since!

What do you classed as used though? As you can purchase online and inspect the characteristics etc which is not classed as excessive in most cases so no deduction can be made - is this classed as new or used if resold?

Manxman_in_exile

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

maxwellmember said:

I purchased a Wacom Intuis Pro pen tablet from Jessops back in February. After I paid for it, I was then informed it was out of stock. They claim this is clearly stated on the website. I dispute that. 

In the end, it took Jessops six weeks to send me the product. In that time, it was virtually impossible to get a response from them. This was nerve-wracking as they had my money and I had no idea when, or even if, I would get the product. I was keen to point out that I needed it for my work and asked if they would offer compensation for this. They said they don't ever offer compensation.

I queried why they took my money when it was out of stock. I've only ever experienced businesses allowing you to sign up for an email to alert you when it is back in. Their response about needing to have me in the queue holds no credence. So, I can only conclude they take customers' money and invest it for profit. If that is the case, surely that is not legal - it's certainly not moral or acceptable. The other issue with this is I couldn't go and get the product elsewhere. As I said, I needed it for work but this prevented me from doing so, adversely affecting my business.

When the product finally arrived I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned - but I have paid for a brand new product. Bizarrely it wasn't even sent from Jessops but from another company called Northamber. I took photos of the packaging and immediately sent them to both Jessops and Northamber. I also contacted Wacom with the serial number to find out when it was made and what has happened to it. Wacom confirmed that my item was manufactured in 2019 which is four years ago.

Jessops and Northamber told me the delay in my delivery was due to the supply shortage but if that was the case, surely I wouldn't receive a product made four years ago - they would be waiting for one to roll off the production line now. Also, neither has been able to tell me where they got it from.

I now have a product I waited six weeks for that I still can't use until I am clear on its provenance. 

To my mind, something doesn't stack up here - I feel like there are some dodgy business practices going on at Jessops. 1. I believe they are taking customers' money and using it to invest elsewhere. 2. I am worried about the products they are selling - it appears they are selling used/reconditioned or faulty products as new.

I am at my wit's end with this and need answers. If anyone has any advice on what I can do or if there is an institution that I can ask to look into their business practices, I'd be most grateful


Thank you

I work on the basis that if I buy anything online then there's a reasonable liklihood that it's already been returned by someone else after opening it, trying it on or otherwise trying it out etc.

That's the quid pro quo of having consumer protection legislation that allows consumers to do precisely that.

(Obviously returns are not scrapped or sold as used or second-hand unless their condition absolutely requires it... )

eskbanker

powerful_Rogue said:

eskbanker said:

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

Retailers choosing to offer their products online should be doing so in the full knowledge of their legal obligations so this shouldn't be news to them, but my understanding remains that the right to return (when not faulty, etc) is effectively in lieu of being able to inspect the product in a shop, and any handling, etc, should be commensurate with what can reasonably be done in that environment.

Hence my earlier question about whether the product has actually been used or if its packaging had simply been opened, as IMHO the former would then be second hand but the latter wouldn't....

Edit: replied before navigating to page 2, so most of that has been covered since!

What do you classed as used though? As you can purchase online and inspect the characteristics etc which is not classed as excessive in most cases so no deduction can be made - is this classed as new or used if resold?

I don't know if there's actually a definition anywhere but in the context of something like a tablet, if it's been powered up and gone through initial software installation/configuration, etc (as opposed to, say, lifting the device out of the packaging to ascertain its weight), then I'd consider that to be used, but one of OP's 'conclusions' was "I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned", so it seems valid to me to explore exactly what supported that conclusion....

Grumpy_chap

Manxman_in_exile said:

I work on the basis that if I buy anything online then there's a reasonable liklihood that it's already been returned by someone else after opening it, trying it on or otherwise trying it out etc.

That seems like an entirely reasonable approach.

It is clearly not universal as this thread, and there have been other previous threads, started from the premise that the box was opened before and, therefore, the item is used.

tightauldgit

Manxman_in_exile said:

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

maxwellmember said:

I purchased a Wacom Intuis Pro pen tablet from Jessops back in February. After I paid for it, I was then informed it was out of stock. They claim this is clearly stated on the website. I dispute that. 

In the end, it took Jessops six weeks to send me the product. In that time, it was virtually impossible to get a response from them. This was nerve-wracking as they had my money and I had no idea when, or even if, I would get the product. I was keen to point out that I needed it for my work and asked if they would offer compensation for this. They said they don't ever offer compensation.

I queried why they took my money when it was out of stock. I've only ever experienced businesses allowing you to sign up for an email to alert you when it is back in. Their response about needing to have me in the queue holds no credence. So, I can only conclude they take customers' money and invest it for profit. If that is the case, surely that is not legal - it's certainly not moral or acceptable. The other issue with this is I couldn't go and get the product elsewhere. As I said, I needed it for work but this prevented me from doing so, adversely affecting my business.

When the product finally arrived I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned - but I have paid for a brand new product. Bizarrely it wasn't even sent from Jessops but from another company called Northamber. I took photos of the packaging and immediately sent them to both Jessops and Northamber. I also contacted Wacom with the serial number to find out when it was made and what has happened to it. Wacom confirmed that my item was manufactured in 2019 which is four years ago.

Jessops and Northamber told me the delay in my delivery was due to the supply shortage but if that was the case, surely I wouldn't receive a product made four years ago - they would be waiting for one to roll off the production line now. Also, neither has been able to tell me where they got it from.

I now have a product I waited six weeks for that I still can't use until I am clear on its provenance. 

To my mind, something doesn't stack up here - I feel like there are some dodgy business practices going on at Jessops. 1. I believe they are taking customers' money and using it to invest elsewhere. 2. I am worried about the products they are selling - it appears they are selling used/reconditioned or faulty products as new.

I am at my wit's end with this and need answers. If anyone has any advice on what I can do or if there is an institution that I can ask to look into their business practices, I'd be most grateful


Thank you

I work on the basis that if I buy anything online then there's a reasonable liklihood that it's already been returned by someone else after opening it, trying it on or otherwise trying it out etc.

That's the quid pro quo of having consumer protection legislation that allows consumers to do precisely that.

(Obviously returns are not scrapped or sold as used or second-hand unless their condition absolutely requires it... )

 I believe that sadly a lot of stuff that gets returned does just get binned (or shipped off to become someone else's problem) from a lot of big retailers. It's part of the problem 

born_again

eskbanker said:

powerful_Rogue said:

eskbanker said:

Grumpy_chap said:

Is this the problem of the consumer rights we do have?
A consumer can buy an item online and has 14 days from receipt to return the item for any (or no) reason.
Is that returned item then meant to be scrapped?  Or sold as second-hand?  Who would pay those costs?
OR, someone else receives the same item again.
Consumer rights also need to work for the retail business.

Retailers choosing to offer their products online should be doing so in the full knowledge of their legal obligations so this shouldn't be news to them, but my understanding remains that the right to return (when not faulty, etc) is effectively in lieu of being able to inspect the product in a shop, and any handling, etc, should be commensurate with what can reasonably be done in that environment.

Hence my earlier question about whether the product has actually been used or if its packaging had simply been opened, as IMHO the former would then be second hand but the latter wouldn't....

Edit: replied before navigating to page 2, so most of that has been covered since!

What do you classed as used though? As you can purchase online and inspect the characteristics etc which is not classed as excessive in most cases so no deduction can be made - is this classed as new or used if resold?

I don't know if there's actually a definition anywhere but in the context of something like a tablet, if it's been powered up and gone through initial software installation/configuration, etc (as opposed to, say, lifting the device out of the packaging to ascertain its weight), then I'd consider that to be used, but one of OP's 'conclusions' was "I immediately noticed, when I opened the box, that it had been opened before. I can only conclude that is it second hand or reconditioned", so it seems valid to me to explore exactly what supported that conclusion....

Sadly while Op was Last Active Today at 9:27AM, so after your post. Has deemed not to answer any questions raised.