Cash Converters Refund Battle

Coffeesurfers

I recently purchased via the Cash Conveters online store, a new and unopened iPhone 16 Pro Max - Titanium Black

...which was shipped from the Grays store.

On arrival and opening it, I quickly realised that it would be a fingerprint magnet, and the same day, notified the store of my intentions to send it back for a refund.

However on its arrival back to the store, I received an email from the store manager basically stating that they could not refund, as they had received back an open box which was "no longer re-saleable as new" (their words) and would be returning it to me!

Promptly telephoned and spoke to the store manager, who regurgitated the contents of his email.

I politely explained that the phone was still brand new and unused and the only difference was that the box had been physically opened to review the contents were to my liking.

He then argued that they would not be able to sell as new and unopened and would take a significant drop in re-sale value.

Incredulous to his explanation, I again politely pointed out listings on the cash generator store which were listed as used and had a higher value, to which again he said that he was unable to refund and the only option was for them to return to me.. he even tried to sweeten the deal by offering free postage! 🤦‍♂️

At which point, I thanked him for his time, and advised that I would raise the issue with customer services.  

They responded fairly quickly with a note stating they would forward my complaint to the store manager for comment.  To which I responded that I had already spoken with them, to which they responded they needed to follow process.

At this stage, personal frustration was setting in and out comes google and boom...
https://forums.moneysavingexpert.com/discussion/6041050/cash-converters-problem/p1

Armed with the successful refund outcome from this thread, I promptly emailed cash converters again stating that they were in breach of 

 Consumer Rights Act 2015
 Right to Inspect
 Assessing Quality, Fitness, and Description

at which point, things went quiet for over 24 hours, even after several follow up emails!

I then thought, f**k it, am off to raise a trustpilot review.
https://uk.trustpilot.com/reviews/685c26baa57aefa47cfaaae4

Early the next morning, the "CCUK Social Team" replied stating that it was being investigated and someone would get back to me soon.

Low and behold a few minutes later, the grays store manager emailed me again to state they were willing to offer a refund of £100 less then what I paid, again stating they could not sell as new.

I responded swiftly with a transcript of all of the emails sent to customer services and prompts highlighting Consumer Rights Act 2015 several times!

x30 minutes later I got a reply from the store manager stating they would process the refund in x24 hours.

This morning...
#apicturepaintsathousandwords

I guess this is just a post to say thank you MSE Forum, you provided the knoweledge I needed to fight back against big corp 👏

Okell

Congratulations on getting your money back and well done for persevering.  Many people would just give up.

For future reference, you may have confused Cash Converters by referring to the Consumer Rights Act 2015

What you were trying to do (and what the thread you linked to was about) is to cancel a distance contract for change of mind and the relevant legislation is in Part 3 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Alderbank

Okell said:

Congratulations on getting your money back and well done for persevering.  Many people would just give up.

For future reference, you may have confused Cash Converters by referring to the Consumer Rights Act 2015

What you were trying to do (and what the thread you linked to was about) is to cancel a distance contract for change of mind and the relevant legislation is in Part 3 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Agreed.

The OP said  
I promptly emailed cash converters again stating that they were in breach of 

 Consumer Rights Act 2015
 Right to Inspect
 Assessing Quality, Fitness, and Description
...at which point, things went quiet for over 24 hours

I bet they did!

A sort of Right to Inspect is buried somewhere in Schedule 5 of the Consumer Rights Act, which deals with investigatory powers conferred on public bodies. It was moved there from the old Consumer Protection from Unfair Trading Regulations 2008 which in turn replaced the even older Trades Description Act.

But it's not a consumer right, it's a right for the enforcement body (such as the police or Trading Standards) to inspect the stock of a shop which is open to the public in search of contraband, fake goods, etc.

Arunmor

Ah well, sounds like a little research before purchase would have saved all this hassle.  I guess that's the way it is these days.