Direct Flooring won't refund money. Will only issue a Credit Note.

Portessie

Hi, everyone. I need some advice. I purchased some wooden flooring from a firm called Direct Flooring, and after a day changed my mind due to an issue regarding the thickness of it in relation to my doors.. They refused to refund me and would only issue a Credit Note for the same amount. I wasn't too happy, but accepted it thinking once I checked out the issue concerned I could reinstate the order. My wife now wants a cheaper alternative, but they won't refund the difference saying they'll, again, only issue a Credit Note for the difference. We'd be left with a Credit Note we don't need, though. Surely that's not legal It's our money. What if we didn't want to shop there at all for our flooring? 

Can anybody offer advice as to whether they're allowed to do that? 

Thanks.

eskbanker

How/where did you make the purchase, i.e. online, phone, in a showroom, etc?

Portessie

We purchased in the local shop using a Debit Card. I've been in to speak to them, but they won't budge.

born_again

Portessie said:

Hi, everyone. I need some advice. I purchased some wooden flooring from a firm called Direct Flooring, and after a day changed my mind due to an issue regarding the thickness of it in relation to my doors.. They refused to refund me and would only issue a Credit Note for the same amount. I wasn't too happy, but accepted it thinking once I checked out the issue concerned I could reinstate the order. My wife now wants a cheaper alternative, but they won't refund the difference saying they'll, again, only issue a Credit Note for the difference. We'd be left with a Credit Note we don't need, though. Surely that's not legal It's our money. What if we didn't want to shop there at all for our flooring? 

Can anybody offer advice as to whether they're allowed to do that? 

Thanks.

In store you have no right to a refund for change of mind. 
So getting a credit note is a bonus.

Portessie

born_again said:

Portessie said:

Hi, everyone. I need some advice. I purchased some wooden flooring from a firm called Direct Flooring, and after a day changed my mind due to an issue regarding the thickness of it in relation to my doors.. They refused to refund me and would only issue a Credit Note for the same amount. I wasn't too happy, but accepted it thinking once I checked out the issue concerned I could reinstate the order. My wife now wants a cheaper alternative, but they won't refund the difference saying they'll, again, only issue a Credit Note for the difference. We'd be left with a Credit Note we don't need, though. Surely that's not legal It's our money. What if we didn't want to shop there at all for our flooring? 

Can anybody offer advice as to whether they're allowed to do that? 

Thanks.

In store you have no right to a refund for change of mind. 
So getting a credit note is a bonus.

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

eskbanker

Portessie said:

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

Which specific law do you feel they're breaking?

Portessie

eskbanker said:

Portessie said:

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

Which specific law do you feel they're breaking?

Do customers not have a cooling off period, or a right to change their minds?

eskbanker

Portessie said:

eskbanker said:

Portessie said:

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

Which specific law do you feel they're breaking?

Do customers not have a cooling off period, or a right to change their minds?

No, not for an in-store purchase (it's different for distance sales).

Portessie

eskbanker said:

Portessie said:

eskbanker said:

Portessie said:

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

Which specific law do you feel they're breaking?

Do customers not have a cooling off period, or a right to change their minds?

No, not for an in-store purchase (it's different for distance sales).

So if we'd made it online we'd be able to receive a refund, most likely? That hardly seems fair to customers. It means we're stuck with having to buy in the same shop and if we reinstate our purchase, but go cheaper, we're stuck with a Credit Note we don't need. 

eskbanker

Portessie said:

eskbanker said:

Portessie said:

eskbanker said:

Portessie said:

Surely any customer has a right to a change of heart, or when changing to a different purchase, a refund of the difference? What Direct Flooring are saying can't be legal, surely?

Which specific law do you feel they're breaking?

Do customers not have a cooling off period, or a right to change their minds?

No, not for an in-store purchase (it's different for distance sales).

So if we'd made it online we'd be able to receive a refund, most likely? That hardly seems fair to customers. It means we're stuck with having to buy in the same shop and if we reinstate our purchase, but go cheaper, we're stuck with a Credit Note we don't need. 

Yes, the principle behind distance selling rights is that the consumer should have additional protection by virtue of not having had the opportunity to see (or try on, etc) goods in the way that would be possible in a shop, but when buying in person you're essentially committing to a purchase and only have any rights if the goods are faulty.

As above, you're not even legally entitled to a credit note for a change of mind after an in-store purchase, so the retailer isn't being as unfair as you seemingly consider them to be - the time to evaluate your preferences is before purchasing, not afterwards....

Jenni_D

It has always been that way - long before online (or distance) sales existed or became "regulated". If you made a purchase in person then you had no right to cancel that purchase (i.e. breach the contract) unless the contract terms allowed for this.

Online/distance sales allow for a cancellation (with full refund provided the goods are in the same condition) because of the fact that the consumer has no opportunity to inspect the goods before the contract concludes. So businesses dealing in the online/distance world have to factor that scenario into their business model.