Laura Ashley

bioboybill

My sister-in-law bought us a Chandelier from Laura Ashley for Christmas. I finally got round to looking at fitting it a couple of days ago only to find my electrical system doesn't match the meagre instructions that came with it.

I admit I'm a bit crap at DIY but I couldn't make head or tail of what to do, as there were only 3 wires in the little junction box supplied, none of them were labelled or coloured at all, there was a separate earth wire with its own little box, but when I unscrewed my pendant fitting I had 2 of each wire in the current fitting. Also, the chandelier is heavy and has a separate support fitting that must be screwed to a joist to take the weight, so I couldn't just use the current fitting.

Anyway, to cut a long story short we decided to return it, as my sister-in-law was told we could return it if not suitable. I went into the shop today and was told I could have an exchange, which I was happy with. I asked for a credit note and they said they don't do them, I would have to choose something in the shop. I said, "Give me gift tokens then and I'll come back when there's something I want. They refused and said I had to keep the chandelier until I wanted something else. They suggested I keep it in the boot of the car and keep coming in until I see something I like!!:mad:

I can't for the life of me think why they can't give me vouchers, as I'd have to spend them instore anyway. This chandelier was £100, and when I got home my wife was livid. She rang the shop, but got the same runaround I had. She then phoned "customer service" and was on the phone for half an hour being passed from one person to another and getting nowhere.

Eventually she gave up being on hold and sent an e-mail to their online CS. We got an automated reply to say they will reply within 10 days, what a pile of garbage their Customer Service is!!!!:mad:

dmg24

This is common with many stores with exchanges now. I don't like it either ... x

pinkshoes

DO you not have an electrician friend who could come take a look at it and see if they can fit it?

Or perhaps this will help:

http://www.diydata.com/planning/electric_lights/electric_lights.php

That seems ludicrous that they wouldn't give you gift vouchers!!

RadoJo

I agree that it seems ridiculous not to give you store credit - my only advice would be not to kick up too much of a fuss until after you have exchanged the item as they don't have to exchange it at all, and could refuse outright if they think you will cause them trouble. Did they say why they have this policy? I could understand if it was some fraud prevention sceme - some retailers are prone to thefts from their warehouses whereby people will return several items for store credit and then sell on the vouchers, but you would have thought they could at least explain the rational to you, if there is a good reason that is...

dmg24

Another thing to be careful of, is if they reduce the price of the item in the meantime.

I had something to return to Dorothy Perkins, and they told me to keep it until I found something I wanted. By that time (only a few weeks), the item was half price, and even though I had the receipt, they would only give me credit for the current selling value of the item.

hollydays

That does seem ridiculous- could you not find another shop to return it to?
Exactly what is the reasoning behind this.I had this once when i took an item back without a receipt-which i could understand-but you have your receipt dont you?

Debt_Free_Chick

The position is that, in law, they are entitled to give you nothing at all - not even an exchange! You only have the right to return goods if they are faulty or "not fit for purpose" - meaning they do not perform the job they're supposed to.

That said, many stores will exchange - especially after Christmas, where presents are unwanted or unsuitable.

Being harsh, they are doing you a favour by agreeing to exchange either now or in the future. You can try to press them for vouchers, but they have no obligation to provide them and you have no right in law to receive them. If you are going to press for vouchers, then you'll need to grovel a little - sorry, but "enforcing your rights" is not applicable in this situation.

hollydays

But seeing as they agreed,I think they should have made their position clearer at the time.

Debt_Free_Chick

hollydays wrote: »

But seeing as they agreed,I think they should have made their position clearer at the time.

I can see that they agreed to exchange the item for something else - but the OP doesn't want this.

hollydays

The OP simply didnt want to have to make a descision immediately about what to buy, If they had been told that at the time,by the next visit they could have allowed more time(a credit note or gift vouchers would make that easier).To some degree it was up to them at the time to get it made perfectly clear what they would get in exchange though. I notice the OP hasnt returned to the thread so I suspect they may not have had the receipt.