Sports Direct potentially mis-selling financial product

ConsumerRightsPanda

I purchase goods from Sports Direct fairly frequently and overall accept the low price doesn't always get you great service. But at the Bolton Middlebrook store, 3 separate visits have left me genuinely annoyed at what appears to be a pressure selling tactic with regard to Fraser Card.

On 3 occassions 3 different members of staff have repeated the following phrase, pretty much verbatim, at checkout.

"Just to let you know, you aren't entitled to a refund unless you make the purchase using Fraser card plus, only an exchange or store credit".

The first time it happened I got annoyed and gave the lady serving me a flea in her ear - and it seems my hearing the phrase, "Just to let you know..." has become a trigger for me. It's clearly scripted and deliberate and the spiel is very opaque leaving out key information

On all 3 occassions I firmly rebuffed with words along the lines of "my right to a refund is protected by consumer law irregardless of method of payment".

On the last occassion I actually gave the poor girl serving me a lecture (it's not her fault) telling her it was pretty !!!!!! to try encourage people to fall into debt traps by lying to them. The poor girl just hung her head in shame saying nothing. I felt bad - she clearly did.

The Bolton town centre store has not tried this tactic, so I don't know if it is a group thing. As Fraser Card is regulated by the FCA, am I potentially able to brikt to their attention what I feel is the mis-selling of a financial product? By making false or misleading claims (when pressed one staff member said - no your consumer rights aren't affected it's just if you want to exchange) it, to me at least, feels like being tricked into taking out a financial product. It certainly increases the pressure on people who probably wouldn't have considered a loan or credit from Fraser Group.

It does upset me that people are feeling more and more pressured to apply for easy credit in order to make, what are sometimes, impulse purchases for smaller amounts. I live by the ethos if I can't afford it now, could I afford it in a few months time?

One issue for me making a complaint to the FCA - I've not actually taken out the product. Does this matter? Is it worth bringing to their attention. Like I say this is 3 distinct occassions months apart this year, although seemingly confined to this particular store. Do I have to complain to Sports Direct group thenselves first?

sheramber

You do noy say why you might want a refund,

If you buy instore you are not entitled to a change of mind refund, exchange or store credit.

Any offer for change of mind is a goodwill gesture by the store and can be what they offer.

flaneurs_lobster

The only time I was upsold to a store card was in Frasers W1 sometime in the 80's. Ease of obtaining credit was news at the time (5x salary mortgages) and more than one junior reporter was sent to visit the stores along the length of Oxford Street to get themselves 5 figures of store card credit and file a "isn't it shocking" story.

The sweetener for taking the card was a free golf umbrella - and it was raining.

Re the OP, just confirms to me what a nasty !!!!!! business the Fraser Group has become.

Ayr_Rage

For an in store purchase you only have the right to a refund for faulty goods.

They are not obliged to offer an exchange or store credit by law for a change of mind or if you bought the incorrect item, that is company policy.

Having the card may well entitle you to a refund if that is part of the terms, it's not a legal right.

Vote with your feet, I cannot see any valid complaint.

saajan_12

You're talking about different things.

1. Your statutory rights to a refund for faulty products are unchaged and based on consumer rights, yes.
2. Your ability to get a change of mind refund instead of an exchange / credit is limited to purchases via their Fraser card.

You're talking about (1) whereas the shop assistant is talking about (2). They're perhaps not being fully comprehensive in that one liner, (indeed they don't have to list all your rights & responsibilities) but they're not wrong. Nowhere near misselling IMO.

Okell

@ConsumerRightsPanda - I don't think you understand your consumer rights… or lack of them.

I might get a Fraser card now. Thanks for the info

PTP123

https://forums.moneysavingexpert.com/discussion/comment/82046296#Comment_82046296

I'm think of doing the same. Sounds like a great way of not getting store credit

sheramber

@ConsumerRightsPanda

I think you need to gp back and apologise to the people you 'gave a flea in their ear' and 'a lecture'.

ConsumerRightsPanda

Im old school I buy something because I want it to keep, not loan and return. I try on for size and job done. I only want refunds when something isn't fit for purpose it was bought for, or is faulty/defective.

I am well aware of my legal protections thank you, and it is the obscure way in which they try to sell credit by making you think no matter the reason (by ommission) you can't get your money back unless you pay with store credlit l that I think may fall under mis-selling. Remember PPI - omitting key points isn't fine and dandy.

As for people they are rushing out to sign up, yes interest free over 3 payments etc is generally a good deal, but those who don't keep up with payments are those that keep it free for the minority.

The representative APR is 29.9% variable if you spread payments beyond the interest-free periods. That's expensive borrowing.

It's not a general-purpose credit card; it's mainly useful within the Frasers ecosystem.

Like other credit products, missed payments can affect your credit file. �

Customer reviews are mixed, with some complaints about customer service and account administration.

I wouldn't, but if you want to, have at it.

Ergates

None of what you're related sounds at all like "mis-selling [a] financial product".

They're not giving any information regarding the Fraser Card itself - other than using one in store gives you may allow you to return an item you otherwise wouldn't be able to. Which is an "after the fact" benefit of using the card and not a detail of the product itself.

user1977

PPI was in a regulated context where there was meant to be adequate advice - "mis-selling" isn't a thing when you're buying some trainers.