How to complain to a company that refuses to respond

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Jimjimmini
Jimjimmini Posts: 12 Forumite
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in Consumer rights
Hello. I have a quick query about consumer rights but don't know where to turn to for advice. A friend of mine bought a hoverboard for her son's birthday a few months ago. It very quickly developed a fault and she got in touch with the company that sold the machine and they agreed to send out a replacement. The replacement has now developed a fault (different from the original fault of the first machine), however this time she cannot get a response from the company. All they provide for contact details are an email address. What rights does she have with this and how can she progress if the company are refusing to respond?

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  • BoGoF
    BoGoF Posts: 7,099 Forumite
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    Which company?
  • davidmcn
    davidmcn Posts: 23,596 Forumite
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    She needs to find their real-life contact details and send them a letter before action.
  • Jimjimmini
    Jimjimmini Posts: 12 Forumite
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    Not entirely sure of the company, I'll check with her. It was from a website specialising in hoverboards sales.

    She says on website that the only contact details provided are the email address. How do you find out about their 'real-life' contact details?
  • KatrinaWaves
    KatrinaWaves Posts: 2,944 Forumite
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    edited 4 October 2019 at 2:26PM
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    Without knowing the company its impossible to help. If theyre not a UK company then shes got no chance of redress.

    For example, I just googled Hoverboard shop

    The top 3 google results one is a company registered in France to what appears to be a Chinese name.

    The second my work blocking filters wont let me on.

    The third is a very obvious Chinese site as the grammar is very very bizarre.
  • BoGoF
    BoGoF Posts: 7,099 Forumite
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    If they are a legit UK company they are required to provide their contact details on their website. Does the website have a 'Contact Us' link or details how to return goods.?
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 14,005 Forumite
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    Jimjimmini wrote: »
    Not entirely sure of the company, I'll check with her. It was from a website specialising in hoverboards sales.

    She says on website that the only contact details provided are the email address. How do you find out about their 'real-life' contact details?
    I'll bet this isn't a UK company. If that's the case, she should prepare to write off her loss and buy from a proper retailer next time.
  • davidmcn
    davidmcn Posts: 23,596 Forumite
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    Weren't there any other details sent with the item?
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 14,005 Forumite
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    davidmcn wrote: »
    Weren't there any other details sent with the item?
    Probably some instructions and a 'garantee'

    Don't not use the hoverboard in temperatures extreme.
    Remember to be always safe and use hoverboard in not confined area
    etc
    etc
  • davidmcn
    davidmcn Posts: 23,596 Forumite
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    Aylesbury_Duck wrote: »
    Probably some instructions and a 'garantee'

    Don't not use the hoverboard in temperatures extreme.
    Remember to be always safe and use hoverboard in not confined area
    etc
    etc

    "Disclaimer: hoverboard doesn't hover."
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