Store agreed a refund then cancelled it after I’d left

Billy1736385957

I recently returned a pressure washer to toolstation as it was faulty. The staff in store accepted the return and provided a refund. They issued a paper receipt to state the refund had been made (to PayPal as the original source of payment). 

I was called by phone some days later and they stated that there had been an error and they had cancelled my refund. They stated I must travel again to their store and collect the item. The reason they gave is that the return was outside their 12 month returns policy. 

I have complained and customer service state ‘I can confirm an error was made, which I apologise for’. Yet they will not fulfil the refund and expect me to travel again to collect the faulty item. 

Terrible customer service aside, surely their staff accepting the item and issuing a receipt to state a refund was due, must infer that the refund is agreed and is due. 

I had taken time off work to make the return, now they demand I incur further expense by making the trip all over again to collect a faulty item. 

Any advice appreciated 

the_lunatic_is_in_my_head

Have you tried the email contact on the CEO email website?

From my experience in the past the executive team at Toolstation have been very helpful. 

Regarding consumer rights, there's no time limit on returning "faulty" goods but after 6 months they can ask you to show there's a fault and reduce the refund to account for use. 

Life will be easier if with a polite email in the hope the executive team honour the refund as goodwill  

Undervalued

Billy1736385957 said:

I recently returned a pressure washer to toolstation as it was faulty. The staff in store accepted the return and provided a refund. They issued a paper receipt to state the refund had been made (to PayPal as the original source of payment). 

I was called by phone some days later and they stated that there had been an error and they had cancelled my refund. They stated I must travel again to their store and collect the item. The reason they gave is that the return was outside their 12 month returns policy. 

I have complained and customer service state ‘I can confirm an error was made, which I apologise for’. Yet they will not fulfil the refund and expect me to travel again to collect the faulty item. 

Terrible customer service aside, surely their staff accepting the item and issuing a receipt to state a refund was due, must infer that the refund is agreed and is due. 

I had taken time off work to make the return, now they demand I incur further expense by making the trip all over again to collect a faulty item. 

Any advice appreciated 

No, they can correct a genuine mistake.

There is an argument that they should cover any expenses this has caused, but they could do that by simply delivering the item back to you. 

Alderbank

There seems to be confusion about the reason for the return.
The store seems to believe that you returned it under their (very generous) 12 month change of mind policy.
You need to clarify that you returned it under consumer rights law because it was faulty. These rights are quite separate from any Toolstation policies. There is no time limit for faulty goods.

Just to confirm, this was a consumer purchase?

Billy1736385957

Alderbank said:

There seems to be confusion about the reason for the return.
The store seems to believe that you returned it under their (very generous) 12 month change of mind policy.
You need to clarify that you returned it under consumer rights law because it was faulty. These rights are quite separate from any Toolstation policies. There is no time limit for faulty goods.

Just to confirm, this was a consumer purchase?

Yes it was a consumer purchase. I’ve made clear it was returned due to being faulty but have been met with a complete brick wall. They just say come and get it and refuse to discuss it further

Alderbank

After 12 months it is their choice whether to repair, replace or refund (a refund can be partial to allow for the 12 months use).

Not very clear but it sounds like they have sorted the problem and it is now ready for you to collect.

Billy1736385957

Alderbank said:

After 12 months it is their choice whether to repair, replace or refund (a refund can be partial to allow for the 12 months use).

Not very clear but it sounds like they have sorted the problem and it is now ready for you to collect 

They haven’t sorted the problem. They haven’t touched it. 

Rather, they have decided that they no longer want to make the refund that was previously agreed

Alderbank

Time for you to tell us the make and model and what the fault is.

Undervalued

Billy1736385957 said:

Alderbank said:

After 12 months it is their choice whether to repair, replace or refund (a refund can be partial to allow for the 12 months use).

Not very clear but it sounds like they have sorted the problem and it is now ready for you to collect 

They haven’t sorted the problem. They haven’t touched it. 

Rather, they have decided that they no longer want to make the refund that was previously agreed

Which they can do if they made a mistake and you are not entitled to a (full) refund.

At the very least they can deduct a fair and reasonable amount for the use you have had from the item compared to its expected life.

zoob

Was the retailer aware it was over a years old whenever you returned it? 

DCFC79

zoob said:

Was the retailer aware it was over a years old whenever you returned it? 

Would hope they checked the receipt or checked the customers purchase history ?

OP was the purchase more than the 12 months ?