What are my Statutory Rights?


You often see signs in shops at the counter which say ‘this does not affect your statutory rights’. But what does this mean? What we are talking about here are the legal obligations of retailers and suppliers to protect consumers from fraud, poor quality, misrepresentation or economic loss. The sale of goods is subject to the inclusion of these statutory rights (or terms), whether or not a written contract exists and whether or not they are specifically mentioned at any stage. Any attempt to mislead you or deny you of them is illegal!

The seller has the right to sell

So what precisely are your statutory rights when you make a purchase? Firstly, you should expect the seller to have the right to sell the item and to be able to transfer full ownership to you. Seems an obvious point really. A second hand car dealer who sells you a stolen car does not have the right to sell that car and you would not take ownership of it, even though you have handed over the money. If the item is not owned by the seller, or the seller has not been given permission to sell the item, the contract is immediately invalidated – and you will own nothing.

It is what you expected?

Secondly, if you have bought something on the basis of the seller’s description or a sample, you should expect the item to conform exactly to that description or sample. If it does not, you have the right to reject the goods, demand a full refund and possibly claim damages. This is still the case even where you have selected or examined the items for yourself before buying them.

Satisfactory quality

And finally, the most commonly cited and hotly contested of all, that of satisfactory quality. There is so much to say about this, it deserves its own section:

Common Complaints

And if your statutory rights are breached…?


Leave a Comment

317 comments… add one

  • Kelly Seymour 18 September, 4:19 pm

    I bought a washing machine from Kays catalogue that’s still under guarantee and it has broken down. I have waited for a whole month and it has still not been repaired. Now I have asked for a refund or replacement because of the time span and have been told that Kays are allowed to have an engineer sent 3 times before they will do anything about it. Any clues anyone as this is driving ,me nuts! Thanks.

    Reply
    • Lizabeth 30 March, 4:14 pm

      Hi Kelly

      I am having the same problem wth littlewoods, they are part of the shop direct group, service is appauling, they won’t give me a refund either again saying 3 engineer visits, pls see my story below, is there anyone that can guide us??

      I brought a Beko washing machine from a mail order company last June (09). Unfortunately it broke down last sunday, got an engineer out today who has said that the motor has burn’t out. I spoke to the company that i brought it from and they advised they won’t replace this and i will have to wait for repair. I asked how long they thought a reasonable time was and they responded with 14 days from when the engineer firs attended. He has advised me that i shouldn’t expect to get the machine repaired until a week on Friday because of the bank holiday.

      I feel if he product has already broken that it is not fit for purpose and would like a replacement. They have refused, even though i have exceptional cicumstaces (I have contagious skin disease were by so as not to infect anyone i have to wash my bedding and towels daily).

      However they are saying i must allow them 14 working days? is this correct or is it 14 days from point of breakdown

      Reply
  • bel 20 September, 4:09 pm

    bought printer and also its corresponding paper/cartridge set, from well know store, it was excluded from their 30 day money back policy, but i found that it did not print good pictures, i tried helpline and troubleshooting tips in manual, can i use my statutory rights under not fit for purpose and get money back on printer and paper/cartridges, about £100 in total and cant afford to lose that.
    it was just a couple of days ago and i can show them the pictures to prove not good quality.
    thanks

    Reply
  • Catriona 24 September, 6:56 pm

    Kelly – what is considered reasonable is open to interpretation, the 3 times thing is their interpretation, but would appear to be totally unreaonable. You shouldn’t have to wait a month, particularly for something as vital as a washing machine and you are quite within your rights to ask for a replacement or a refund. Your next step would be to write to thtem making ‘time of the essence’ and demanding that they fix it to your satisfaction within 7 days, otherwise you will ask for a replacement / partial refund. threaten that if this doesn’t happen you will simply buy a new one and claim the cost back from them via a small claims procedure. The guarantee is irrelevant and you are invoking your rights under the Sale of Goods Act.

    Reply
  • Catriona 24 September, 9:54 pm

    Bel – if it was just a couple of days ago you haven’t really taken ownership of it and are in a good position to return it. You must give them the opportunity to see the problem for themselves so they can fix the problem before you demand a replacement or a refund. If the printer is for printing photos and performs badly, you need to be sure it was sold as a photo printer and not just for documents. It may simply be on the wrong setting?

    Reply
  • Catriona 12 November, 11:36 pm

    R Mason, you have been misadvised, if it is faulty they must offer to fix it in the first instance. If this does not work you can then be offered an exchange or a refund. Ring back and ask to speak to someone else, they normally have a good returns policy.

    Reply
  • S W Large 13 November, 2:02 am

    For my sisters birthday present, we sent my younger sister out to buy the gift. We settled on getting her some perfume, with a brand and type in mind. My sister went to the shop, asked them if they had the exact perfume in. The lady confirmed that they indeed did and popped in a bag for her. It turns out that the perfume was the right brand but the wrong kind. My sister went back to the store who went on to claim they didn’t stock the exact product that we wanted and refused her a refund. It was/is still sealed and in the same condition as when purchased, is there anything we can do?

    Reply
  • Catriona 13 November, 10:34 am

    Simon, once you have bought something from a shop you have entered into a legally binding agreement and the shop is under no obligation to refund you unless the product is faulty. The shop will say your sister had the opportunity to examine the goods before deciding to buy so the mistake was hers. The best you could expect would be a credit note but this would be at the discretion of the store.

    Reply
  • David Chadwick 14 November, 9:55 pm

    We hired 5 wedding suits for our wedding from Jonathan Hawkes in Exeter.
    The 2 ushers suits were ridiculously small ( 3 inches in sleeve length ) I complained but all they have done is send me a £50 voucher saying I should have got them to try them on before the day.
    We were all measured so they just got it wrong. What can I do, if anything?

    Reply
  • Catriona 19 November, 12:41 am

    David, The suits were not of poor quality and were not unfit for purpose, simply too small. If it was the shop who measured you, then I would support your claim, that they got it wrong. If you simply gave them your measurements it should have been your responsibility to examine the goods beforehand (i.e try them on). If the shop encouraged you to do this, then you are unlikely to have any comeback.

    Reply
  • Catriona 19 November, 12:42 am

    Malcolm, I’m afraid not. shops are entitled to do this. As long as they didn’t mislead you at the time of purchase.

    Reply
  • J Murphy 30 November, 2:54 pm

    Hello. Two weeks ago we bought 12 boxes of tiles from Wickes. We paid at the time but as they were not in stock we were told to come back in a week’s time when they would have been delivered. We went back only to be told that none had come with the delivery indicating that there might not be any left in the depot. At no point when we bought them was this mentioned. We have bought floor tiles to match the tiles we were expecting so are Wickes obliged to provide a similar tile at the same price? To what lengths do they have to go to find the tiles we want from their other stores? Thanks

    Reply
    • Anon 4 February, 5:08 pm

      Hi,
      I actually work at Wickes and this is how we deal with it.
      Firstly if they expected the tiles to come in on a delivery and they didn’t, there’s not much they can do, it’s down to the depot.
      What they can do is check the stock in all other local stores (i think the system searches up to 200 miles) If there are matching tiles available they can arrange an inter-branch transfer to get the tiles to a branch near you. In my store, we would try our best to resolve the issue. Your mention of the tiles not being at the depot..again there are always occasional mistakes in the computer system so telling you at the time would not have been possible, the person serving you probably didn’t know as the system would have said they are available. If for some reason the tiles have gone end of line (which you would have been told at the time of purchase)then it will be down to the managers discretion of offering either similar tiles or a complete refund.

      Reply
  • Cheryl Cairns 2 December, 5:35 pm

    Hi
    I bought a top from a company and when I recv. it I thought it looked good but smelled a little so I washed it but when it came out the wash (as per label) it is bagged and not wearable, am I entittled to get my money back.

    Regards

    Reply
  • Catriona 8 December, 12:49 am

    Cheryl, as long as you washed it as per the washing instructions, you should have a good claim to get a refund.

    Reply
  • Tom 8 December, 3:27 pm

    Hi
    I work for a hotel and country club, and we have just gone into administration. I work in the gym memebership sales department and have received a negative response from prospects, who are wary to commit to a contract when we are under administration. I have been told to say that ‘business is as usual and that it does not affect their statutory rights’.
    If a prospect does join and parts with 12 months membership up-front, and we do happen to close-down, will they be entitled to a refund?
    Kind rgds

    Reply
  • sarah jane wise 8 December, 8:56 pm

    I bought a digital camera from argos extra i wasnt told that the camera was exempt from the 30 day guarantee and looking again at the receipt,after trying the camera,i discovered this. But i am unhappy with the camera and would like my money back as i feel it is not what i thought it was when i read the description. Is there anything you can advise me on doing thanks.

    Reply
  • Catriona 10 December, 12:28 am

    Tom, I’m afraid your question is beyond the sphere of consumer law, but from what I know about this kind of situation, there isn’t an automatic right of refund unless the balance was paid on credit card (card providers equal liability). Otherwise, customers will simply be added to the list of creditors, and may or may not see their money again. Am I right in thinking you have a 12 month minimum term? If so I guess this is not helping secure any new customers.

    Reply
  • Catriona 10 December, 12:32 am

    Sarah Jane, a friend of mine had exactly the same response from Argos over the same kind of product only yesterday. It is misleading of them to tell you this, because of your statutory right to receive something which is as described and fit for purpose. You need to be clear in telling them you are not returning it because you have changed your mind, but because it is not as described and you are rejecting it. In this case they must give you a full refund.

    Reply
  • rajeevan 10 December, 3:25 pm

    I bought a Three Mobile boradband contract on 3rd of Dec 2008 (18months contract), but signal is really bad at my place when i phone them to terminate the contract on 9th Dec(before 14 days)they said i can not disconnect it as i have used it for consecutive days.

    “3 USB Modems – If you’re a new Mobile Broadband customer and for some reason you change your mind, you can return your 3 USB Modem within three days of purchase. If you purchased it via telesales or online, you can return your 3 USB Modem within 14 days of receipt provided you have not used it for more than three consecutive days. You’ll also have to return the original boxed accessories and documentation ‘as new’.”

    Reply
  • Kimberly 11 December, 6:34 pm

    I ordered a new leather sofa 16 weeks ago which is still not delivered to me. The shop has reduced the price by £700 and i have still not received the goods, am I entitled to this reduction in price even though i signed a contract at the higher price??? Thanks for any help you can offer me.

    Reply
  • Catriona 12 December, 10:50 pm

    Kimberly, was time-frame specified in the contract? I assume not, in which case we would assume reasonable time for performance. I would argue 16 weeks is becoming unreasonable, and they have probably offered the reduction as a goodwill gesture in recognition of this. In response I would make ‘time of the essence’ by specifying a date by which you would want the sofa to be delivered. You can also get a contract amendment reflecting the lower price.

    Reply
  • Catriona 16 December, 12:23 am

    Rajeevan, the cooling off period allows you to examine and try out a new product before taking possession of it. This is particularly pertinent with mobile phones for exactly the problem of poor reception you have mentioned. You could probably challenge 3′d policy of 3 consecutive days, if you didn’t have the proper opportunity of assessing whether the reception would improve. You should however be prepared to pay for any use you have had of the phone,. but you do not need to return packaging ‘as new’. See: http://whatconsumer.co.uk/returns-and-refunds/

    Reply
  • ash 18 December, 3:32 pm

    i bought a fancy dress costume yesterday, wolverine to be exact, and wore it for a house party last night. i wore it for perhaps four hours, all inside the house apart from when i took a 10 minute walk home.

    it’s now got a few of the seams coming apart into quite large holes. it wasn’t a mad party, so it can’t have been ripped by myself or someone else, and i feel like a mug for parting so much cash for it.

    the lady in the shop was quite adamant in the shop that they don’t accept refunds, and i’m scared that if i go down and say it’s faulty they’ll just say i did it. even if i explain my statutory rights and explain it’s poor quality and should have lasted longer, i expect them to just say ‘touch luck’.

    is there anything you can do to strengthen your case? such as an organisation that can help fight your case?

    Reply
  • lucy 20 December, 2:51 am

    I bought a creative zen vision m from Argos on 24/12/07 and the sticker containing the serial number has just come off to reveal an ‘R’ stamped on the product. I have discovered that I was sold a refurbished unit. This was not clear in the description and was at the full price for a brand new product. Do I have any rights bearing in mind the unit is 4 days away from being a year from purchase?

    Reply
  • Heather 20 December, 9:40 am

    Hi, I ordered £30 of furniture from the pier in october, they have since gone into administration but we were told they would deliver our order (which had not previously been in stock) on the coming tuesday. I have since recieved an email to say our order has been cancelled due to no stock and ‘you will not be charged for this item’. However, on the same day £325.90 was deducted from my bank account by them, I was under the impression the order was cancelled but cannot get through to them on the phone, I’ve left two messages and sent two emails to find out the situation with no reply.
    What are my rights and can I get my money back? Thanks for reading.

    Reply
  • Catriona 22 December, 11:09 pm

    Ash, under the Sale of Goods Act you have the right to a refund if the item is faulty. The legislation also states that an item should be durable, and for this to happen after one wear is clearly unsatisfactory, irrespective of whether it has been worn or not. However, you must allow the shop to repair it or replace it before you can ask for a refund.

    Reply
  • Catriona 22 December, 11:52 pm

    Lucy, new regs have recently come into force for products which have been misdescribed, see:
    http://whatconsumer.co.uk/misleading-commercial-practices-unfair-trading-regulations-2008/
    Although they may not have applied to you when you bought the item. Additionally, I would argue that after nearly a year, you have accepted the item, and so may not be able to reject it. It’s still worth a try though, and if you can find the original invoice or advertising literature, you may be able to argue that the product was not as described.

    Reply
  • Catriona 23 December, 12:00 am

    Heather, you may find that this debit will simply be reversed if they have told you that you will not be charged. It may take a few days. If not, I’m afraid there is no automatic right of refund against companies which go into administration, unless you paid the amount of money on credit card or Visa debit (chargeback). If you didn’t, you may be added to the list of creditors and get some of your money back, but the chances are slim.

    Reply
  • Avinah 6 January, 2:47 pm

    Hi,
    I placed an order to purchase a new laptop (from Laptops Direct) well over a month ago. The item was out of stock for about a month and every time i enquired as to when they will receive it, i was given dates of delivery, which they of course failed to meet. After this long i decided to cancel my order and purchase one else where. Laptops Direct had taken the money out of my account on the day of placing the order, but have not yet received the refund after cancelling it on the 22nd December. (it is now 4th Jan 2009). I keep calling them to chase this case up, but they are insisting that the money has been refunded into my account; i have double checked with my bank and this is not the case. Do i have any rights? What can i do to get my money back? Your help would be much appreciated.

    Reply
  • Catriona 12 January, 10:31 am

    Avinah, under the distance selling regs your order must be delivered within 30 days, unless otherwise specified. You have the right to cancel your order if they fail to meet the dates specified, and your money must be returned to you within 30 days. If you paid on credit card you can get the money back through them (equal liability – see: http://whatconsumer.co.uk/consumer-credit-act-1974/
    Initially however you should write to them giving them a date by which you should have the money back, otherwise you will start proceedings through a small claims court. See: http://whatconsumer.co.uk/making-a-small-claim/

    Reply
  • TomH 12 January, 1:19 pm

    I purchased a necklace for my wife from The WonderStore (a Tiffany store) within Selfridges. Unfortunately my wife doesn’t like the necklace. I purchased it on December 19th. I live in Somerset and rarely go to London. Having called Selfridges they say they won’t give me a refund but will allow me exchange it. Is this legal?

    Reply
  • jilly 12 February, 6:06 pm

    hi,
    i bought a sofa in nov 2007(it was delivered feb 08),from the outset i had problems with it as it would not keep its shape – as though the padding inside was flattening with very little use this meant that the leather covering was very baggy. i complained to the store, they assessed the sofa, agreed it needed repaired and finally got around to doing this for me in january. i have had the sofa back for 3 weeks now and it looks as though the same is happening again. i would like to return the sofa and get a full refund-is this possible?
    i took 3 yrs interest free finance on the sofa through the store and have since paid over £1200 in the 12months – will i be able to get this money back either from the store or from the finance company?
    thanks for your help

    Reply
  • Catriona 18 February, 8:41 pm

    Jilly, Please refer to:
    http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
    for more on this. The law states you must give the supplier the opportunity to put right the fault and if this canot be done, you can request an exchange or a refund (in that order). The supplier may not give you all of your money back to account for the use you have had from the sofa. However you could argue that you have not had any satisfactory use from it and request all of your money back. Your contract is with the store, so they would authorise the refund, not the finance company.

    Reply
  • Kate 26 February, 6:41 pm

    I purchased a dress less than a week ago and have only worn it once. I had been wearing for a short amount of time when I noticed there was a small hole at the front of the dress, within 6 hours of wearing it, the only two buttons had fallen off too. I decided to take the item back but before had (as I had worn it) wash it first. When I returned the item, wanting to exchange it for one of better quality I was firstly told I couldn’t bring it back because I “had washed it” and secondly the hole was down to “general wear and tear” and I should have “inspected the item thoroughly before purchasing”. I feel ripped off. Am I entitled to exchange the item?

    Reply
  • Catriona 27 February, 1:03 am

    Mavis, The job has not been done correctly, although you need to give them the opportunity to put the matter right. You have done this and they have failed for a second time. You would be within your rights to claim loss of faith in their ability and ask for a refund.

    Reply
  • Catriona 27 February, 1:11 am

    Kate, If the item is of poor quality and had a hole in it you are entitled to return it claiming a breach of your statutory rights. Having washed it, or not inspecting it before purchase are irrelevant. You are entitled to a repair, a replacement and then a refund, in that order. Go back quoting Sale of Goods Act and ask for the manager if necessary. See:
    http://whatconsumer.co.uk/returning-damaged-or-faulty-goods/
    For more on this.

    Reply
  • emma jones 4 March, 3:12 pm

    Hi
    I bought two dresses from ladyluckrulesok.com. I received them on Monday and unfortunately they are too small. I tried contacting the company about returning them, but they said I could not get a refund as they were sale items. Do I have any rights in order to get my money back. Thanks for you help.
    Emma

    Reply
  • Martin 5 March, 6:25 pm

    I purchased a Hitachi angle grinder from a reputable country store in August 2008. This item is used infrequently (2/3 times a week) and is stored within a dry workshop on a farm.
    However, approx 3 weeks ago whilst in use, it stopped. At first I thought it may be a fuse but this was not the case.
    I have contacted the seller who has told me to return the item which he must send back to his suppliers before he can decide whether to offer a refund or a replacement. Is this right? I was under the impression that I bought this item from the store and not from his supplier so he should repair or replace the item.
    This grinder has not been used very often in the 6 months we have had it and had not been misused either. Please help.

    Reply
  • Catriona 5 March, 9:42 pm

    Emma, I’m afraid you do not have the automatic right to get your money back. This is only a good-will gesture. You should be able to get an exchange or a credit note though. See:
    http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/

    Reply
  • Catriona 9 March, 2:40 pm

    Martin, you are correct, it is the retailer’s responsbility to carry out a repair, but this usually involves sending it off to a third party to assess it or carry out the repair. This is fine as long as it is done within reasonable time, without additional expense to you adn without significant inconvenience

    Reply
  • andrea 7 April, 3:33 pm

    i purchased a book from an online dvd company using a £20 gift voucher I was given, which i have never received. i contacted the site to ask for a different item to replace this book as i had already gone out and bought it from someone else (it was a birthday present). They refused to do this, so then I asked for my voucher back (refund) and they also refused to refund me?!! they say they will only replace it but because it never arrived i had to buy it elsewhere! Don’t i have a right to claim back my voucher amount?

    Reply
  • Catriona 11 April, 11:11 am

    Andrea, If you are still within your 7 day cooling off period, you can get a refund, no questions asked. If not, the question you need to ask is whether there was a despatch or delivery time indicated when you bought it. If there was, and the book failed to arrive within this time scale, you can claim there was a breach of a contract term – especially if you can show that you relied on this timeframe and if you had known the book would be any later, you would not have bought it. If no timeframe for delivery was mentioned, the store can claim you entered into a legally binding contract of sale with them, and as such they don’t need to give you anything back, apart from a credit note or replacement.

    Reply
  • trish 24 March, 9:56 pm

    I signed up for a home learning course, £960.00 to be paid monthly by dd – the home learning college were to provide a CD for me to start the course and a contact at the college in case i had any problems i paid the dd for some months but never received the CD to start the course, i contact the college and left messages and emails to no avail i never received the CD or a reply so i cancelled the payments having parted with nearly £300.00 i am now being pursued by debt companies demanding the balance or they will take me to court.
    can you advise if they are breaching the sale of goods act.

    Reply
  • Rozina louafi 27 March, 2:03 am

    Hi I hope you can advise me, I’ll keep it brief.
    In December 2008 I bought an Electrolux built in oven from Sainsburys.
    In June 2009 I complained it wasn’t heating enough and engineer found the thermostat faulty and replaced it.
    the engineer left a gas leak and Transco switched it off. A faulty knob was
    to blame. They said they wouldn’t touch it until our pipes were
    changed to regulation, so we complied. That was back in oct. 2009.
    Since then they’ve sent another 6 or 7 engineers and tried to fix it
    and finally agreed to replace it. Trouble is they tell us it’s not their
    responsibility and go directly to engineer company. They in turn are
    telling us to contact manufacturer, who are saying phone retailer.
    Please advice …?

    Reply
    • justina 28 April, 11:01 am

      the retailer is the first point of contact. the relationship between retailer and manufacturer is contractual and agent/commission based.

      retailer has the responsibility to take care of you as your direct contract is with them not the manufacturer.

      Hope that helps

      Reply
  • Sheila 26 April, 12:35 pm

    I ordered a bed from a store and paid a deposit on 14 March. It was to be delivered on 6 April but the store informed they were doing no deliveries on that date so it was postponed until 4 May, which was the next mutually convenient date, as I have to coordinate Council collection of an old bed.

    In the meantime I have decided that I need to cancel because of works to my flat which would make it easier if the bed was out of the way. I called this morning to apologise and explain my reasoning. I was told that the assistant had to speak to the manager because the bed is in the store and she is checking about the financial implication to me.

    Does anyone know what my position is.

    Reply
  • Jamill 26 April, 5:28 pm

    hi,

    I have complaint with B&Q’s post installation kitchen service. The kitchen was installed 4 months later than originally scheduled and once it was installed the kitchen due to wrong doors, scratches, bad fittings took another 6 weeks before it was finished. The kitchen cost around £10k and for compensation got £150 – They did not factor in time off work to for fitter and parts to arrive.

    Do I have a case to ask for compensation on time off work?

    Reply
  • Josh 28 April, 10:42 pm

    I sent my phone (a Nokia 5530) in for repairs to the locking switch and when i got it back it was worse than it was when i sent it in, I could not hear anything through the speakers when i made or received a all unless i put it on loud speaker. I made a complaint at the shop and asked for a replacement but was told that because i did not have insurance and it was only under warranty that i could not have a replacement. Should i have been able to get the replacement?
    I have checked the warranty and it does not say anything about not being able to get one.

    Reply
  • Jawed 29 April, 10:17 pm

    I bought a vodaphone mobile contract through phone4u shop. the representative explain to me that the package include 600 min, unlimited text and unlimited internet in £30, he said to me it is a £35 package and he gave me a £5 pound discount, my mobile internet usage is more than 1Gb,
    when at the same night i saw the detail then i know only 500mb internet is allowed(not unlimited).
    the next morning i went to the shop but they refused to cancell the contract. they said unlimited mean 500mb, i said you did not mentioned it at the time of purchase, because on vodaphone 1gb package is also present. they called to voda phone i spoke and explained what they explained to sell the contract if they explained me about that i never bought this contract, but voda phone representative said you buy from third party we cant cancelled it, i dont know what to do, phone4u said they cant fix the problem, what are my right when i just go there within 24 hours today, please tell me.

    Reply
  • jamjam173 6 May, 2:09 pm

    if i ordered an item online, and was supplied a different model to that ordered, and i gave them notice of rejection and informed seller that wrong item would not be returned or paid for, and they then sent the correct item to order, but charged for both, of which i then paid for the correct item to order and made this clear when paying. can the wrong item be classed as unsoliceted and so cannot be pursued for payment?

    Reply
  • A big shop 19 May, 11:31 am

    Hello all.
    I am a branch manager for a well known high street retailer, and I have spent the last half an hour skimming all of your issues.
    I hope they all get sorted – some of them do appear to be an injustice on the sellers behalf.
    I have a question to the forum.
    We have a notice in our shop that indicates that we do not offer a 14 day change of mind on our accessory products once purchased but we do offer a 14 day exchange.
    I can see this is covered under the statutory rights section.
    Is it the obligation of the shop to inform customers they do not have this right, or is it the obligation of the customers to know their own rights? We do make a habit of informing customers but when we are – or you are very busy this is not always possible. I do not expect every one of my customers to know the law, but what is really annoying is when I inform customers of their own rights they then see it fit to argue, shout and threaten me, or in some cases make up the law which suits them.
    What i actually see is just how many people are not educated on the very fundimental laws that they are granted, and I think the government should do a lot more at an educational level to introduce these laws to people at secondary school.
    Another common misconception is that if we have an item that is priced up incorrectly, we are oblidged to sell the item at that price – please note this is not the case, we do not have to sell anything, just like you do not have to buy anything. The law should be equal and fair to both parties.
    Thank you for your time to read this.

    Reply
  • Rick 23 May, 3:02 pm

    I recently purchsed an item online for my daughter, when it was delivered (and we paid for 2 day delivery as well) up[on inspection, the garment was dirty and snagged in several places, so we phoned up , I was advised to send back, we wanted a replacement, but there wasn’t one, so an refund would be paid back, I have been refunded the cost of the garment and not the postage.

    Am I entitled to that cost of postage as well considering they sent a faulty item?

    Reply
  • louise 1 June, 4:58 pm

    Hi i will try and keep this to the point. Me and my fiancee booked up for a holiday with another two friends which was a group booking. The main guys name happens to be the guy that me and my fiancee have fell out with due to the main person being an idiot. We have booked through first choice and they have said that kthey would need permission from the main guy to split the holiday so that me and my fiancee still get away on the same date but a different destination as far as we knew the other two were still going to the orginal place. We went in to the travel agents to book a holiday but was told that the deal that we wanted wasnt available so the agent said she would look for a good deal for use since it was our first time away abroad. She was supposed to of phoned use before closing time our the next day we thought we would give her time to have a look. My fiancee went in two days later to see what was happening and then we were told that the main person had cancelled the full holiday! and that we were getting a refund and it would be a cheque in the main persons name. We werent happy with this because of the circumstances with the main person he has threatened my friancee saying that he is taking the full of his deposit and the full of the other guys deposit from our money! We tried to explain to the travel agents but they have been not very helpful a tall! they keep sayign that they will phone there head office and that they will phone use back soon but they never do! this has been going on and on like this for nearly a week and me and my fiancee are stressed! all we want is our money back which we payed to the travel agents first choice we want the money transferred in to another holiday from them! i honestly dont see what the problem is! this main guy threatened my fiancee yesterday when we were walking down the street and he was shouting at use and saying come and get your money we will see how much a hard man you are when you collect it! i was thinking about reporting the threat to police but not sure?? Now i am waiting again on a phone call from first choice telling me wether they can issue 2 seprate cheques cos if that main person gets the cheque we will never see our money again!! please help!! anyone!! they should in this case make an exception plus my finacee has been paying direct and he has receipts and payment cards as proof at the end of the day we have a contract with them not the main guy!!!!

    Reply
  • Smartypants 1 June, 9:56 pm

    Hi. I bought an £800 leather suite on 28th May 2009, delivered to me about 3 days later. Yesterday (31st May 2010) my 14 year old daughter was lying on it with no shoes on. She pushed herself up with the balls of her feet, and the leather ripped quite badly. I spoke to the shop that we bought it from, who came out to look at it this afternoon. The response to my wife was (I was at work) that it had been caused by a sharp object, and they could do nothing for us. The chap then walked out – very ignorant. I can guarantee that no sharp objects have been near the suite, and that my daughter was wearing no shoes (it only gets used for a couple of hours a day). The leather on the ripped leather cushion feels slightly thinner than on the ‘good’ side. Where do we stand on this?

    Reply
  • Jamie 4 June, 2:24 pm

    My girlfriend bought me a couple of DVD’s for my birthday without realising they were for a blu ray player. I opened them to see if they would work on my laptop and they didnt. I dont want a refund, just to exchange them for normal format DVD’s of the same title. Will they have grounds to refuse me on account that they’ve been opened?

    Reply
  • gary 9 June, 10:42 pm

    bought fuel out of garage 3 weeks ago their debit card machine was not working at the time, they took my card details but still not had the money taken out of my account, is there a certain amount of time i have to wait before i can spend the money because i think it might not have went through?

    Reply
  • Jenn 11 June, 12:00 pm

    I hired a seamstress to make a made-to-measure dress and jacket for me. I purchased the fabric, and at her request also purchased a pattern for her to use in sewing the jacket. I gave specific written instructions that given the cost of the fabric for the jacket, that I wished to be measured a second time before she cut the fabric. She instead made a ‘practice piece’ from inexpensive fabric to check the fit. After fitting the practice piece she made the real jacket but it doesn’t fit properly as she added a button-hole without measuring it on me. What are my options?

    Reply
  • Alex Fulker 29 June, 9:04 pm

    Hey
    I am looking into warranties on contract mobile phones due to the increasing length of decent contracts.
    I have an iPhone on a 24 months contract. I have heard that although it only comes with the standard 12 months warranty I am entitled to return it if it is faulty in the last 12 months under the sale of goods act. As it is not fit for purpose.
    The way it was written was that as they had sold it to me with a contract lasting 24 months it is reasonable to deduce that they expect the phone to last that long.
    Is this correct?
    Thanks
    Alex

    Reply
  • Nick 7 July, 2:52 pm

    Hi, I recently bought a laptop which is faulty. I have been sorting this out by mail with the manufacturer as instructed to by the seller. While doing so I have come to the knowledge that the laptop does not contain the hardware advertised by the retailer, making it less powerful than I thought (it is a gaming latop, and therefore this problem is of primary concern). Upon contacting the seller again today, I requested a refund but was told that my 14 day warranty has expired and all support should be directed to the manufacturer, and no further help provided. Would you say I had the right to request a full refund based on the misinformation about the product, or the faults and time it has taken to (fail to) rectify them is unreasonable. I have also initiated a dispute with my credit card company, however I have recieved poor advice initially from them, and had to resort to the UK based complaints dept who are now dealing with that. Any advice here would be appreciated. The laptop is less than a month old, and I have been unable to use it for gaming yet, however it does work most of the time for light use (office, web, less demanding games etc..). As I am self employed and this machine is intended to replace older hardware, It is currently a big waste of money, time and space. Undoubtedly this is costing my business, but I doubt I can reclaim anything in that respect.
    Thanks in advance,
    Nick

    Reply
  • Tal Withington 12 July, 1:22 pm

    Hi,

    I have purchased 12 TV for my business. One has gone faulty after just over 2 months. These TV are used in a commercial environment but not used on a daily basis. The manufacturer has a clause in their T and C’s stating that this product should not be used in a commercial premises. Do I have any comeback as this TV is so new?

    Thanks

    Reply
  • Louise 15 July, 7:04 pm

    Hello,

    I recently placed an order with a dropship company. The order was accepted and they attempted to deliver twice, which failed so the order was returned to the company. They then asked for an extra £4.95 delivery charge, at this point I refused and asked for a refund. They then said their system had made an error and I owed them money for the order as they used money on my account balance with them, which should have been took off for a previous order. Before this, I should of had £17 credit with them, now they are saying I owe them £4, (restocking fees etc) but they shouldn’t have allowed the order if there wasn’t money on the account, so effectively they sent me an order which hadn’t been paid for, has been automatically returned to them by couriers, and are now saying I am -£21 as I was £17 in credit previous to this order.

    They also state on their website that returns must be made in writing, and must be accepted by them in writing, this means on paper right? As this wasn’t the case, it was only done through e-mail.

    What are my rights on retrieving my money back ?

    I would be grateful if someone could assist me on this as I have had a very stressful day communicating with them

    Thank you

    Reply
  • Louise 15 July, 7:04 pm

    Hello,

    I recently placed an order with a dropship company. The order was accepted and they attempted to deliver twice, which failed so the order was returned to the company. They then asked for an extra £4.95 delivery charge, at this point I refused and asked for a refund. They then said their system had made an error and I owed them money for the order as they used money on my account balance with them, which should have been took off for a previous order. Before this, I should of had £17 credit with them, now they are saying I owe them £4, (restocking fees etc) but they shouldn’t have allowed the order if there wasn’t money on the account, so effectively they sent me an order which hadn’t been paid for, has been automatically returned to them by couriers, and are now saying I am -£21 as I was £17 in credit previous to this order.

    They also state on their website that returns must be made in writing, and must be accepted by them in writing, this means on paper right? As this wasn’t the case, it was only done through e-mail.

    What are my rights on retrieving my money back ?

    I would be grateful if someone could assist me on this as I have had a very stressful day communicating with them

    Thank you

    Reply
  • Mathew 20 July, 11:34 pm

    I bought a disco light from Maplin on 17th July for an anniversary party that evening. It did not work and since it was brand new, we packed it back in original package and took back to Maplin on 20th July. Requested that they pay back the money since obviously the product was of poor quality and was not fit for the purpose which I bought it. They offered an exchange but refused to refund the money. I quoted them my statutory rights but the manager did not budge – in fact, he started insulting me. I left the product with them but they put it outside the shop and told me that it was my product and I need to take it back! What are my rights in this case?
    Thanks in advance.

    Reply
  • Ron 8 August, 3:14 pm

    Last Week my wife brought some gloss paint made to order from B AND Q. she initially made enquires on the weds and was quoted a price of £10.49,she returned on the thurs to make the purchase where she was again quoted the price of £10.49 from the sales assistant on duty. She agreed to buy the product proceeded to the checkout where she was told the price was £13.48. When she queried this she was told the price of £10.49 was not for that product but another product. Can they do this,to me it is mal practice quoting one price then charging another?

    Reply
  • shirley worrall 9 August, 3:43 pm

    i ordered a suite from JD Williams catalogue, i should have received it on the 20 june but still not got it, they are taking money out of my account and they have sent me my insurance certificate for it, when i contact them they say they are waiting for the supplier to contacted the curriers to try and find out where it is. they now have discontinued with that suite now, i have nothing to sit on only dinning chairs which is not very comfy to sit long on them, please can you help me on what to do next, thank you, mrs s worrall

    Reply
  • L.littlefair 11 August, 9:37 am

    Hi, I’m looking for some help regarding my rights. My partner and I got engaged in may 2008, he bought me a £1250 ring from ernest jones, and in the august of the same year diamonds fell out, the repaired it as my partner had also purchased the 3 years warranty for £120. I got my repaired ring back and within a week more diamonds fell out, after alot of arguing with the shop, they wanted to repair it again I want a replacement ring the exchanged it to the same one but a new one. This ring lasted just short of 2 years before another diamond fell out, they said it was down to wear and tear and that it would be repaired once again, after a alot of arguing again with the shop they said they would exchange the ring out of good will for another ring of my choice in the price range, I could have the difference on a store card if my new ring was cheaper and I could add money to another ring, they wouldn’t however give me the one year warranty on a new ring which I had remaining from my old ring, again after arguing my point of them taking the remaining year warranty off me when the ring is faulty is penalising me for there goods not being up to standard. I chose a new ring and got my warranty however when I got my ring home and looked at it the two diamonds in the top are completely different sizes and it stands out, many people have noticed. I took it back to the shop 2 days later and the manager agreed with me. He said he couldn’t understand how the ring had got trough quality control? They can’t get a replacement ring in till mid sept in my size and there is nothing else I like out of the stock they have. I have been backwards and forwards to the shop many times and find the staff less then helpfully. I would like some advice on where I stand, if I’m entitled to a refund so I can get a ring from another shop or if I just have to wait until mid sept for another replacement ring. All the manager keeps telling me is it is good will he exchanged my ring 1st faulty ring and the same for exchanging this ring? Please help!

    Reply
  • LYNNE 12 August, 1:42 am

    Hi I am after some advice. I purchased a laptop from Kays catalogue in Dec 2008, the reason I bought it from Kays is the fact they were offering a 104 weeks interest free credit. I received a statement earlier this year informing there is a £100.00 interest charge that has been applied to my account. I have spoken to the catalogue and they are adamant that there should be a charge. When I placed the order I had to quote a ref number that gave me the entitlement to interest free credit, obviously this has been omitted. I would like this charge dropped, where can I go for advice on this matter as Kay’s are just not listening. Thanks

    Reply
    • jack 26 August, 1:09 pm

      Lynne contact your local council, and then ask them to put you through to trading standards, tell them your problem and the way Kay’s has treated you, trading standards will advise you on how to continue and most of the time they will contact the company in question to work out a solution to benefit you, hope this helps

      Reply
  • ken 20 August, 9:13 pm

    i purchased a secon hand car 5 months ago within 3 months the automatic gearbox was faulty last month i took it to a vauxall agent who also discovered the petrol tank hadcollapsed i wave a6 MONTH warranty which expires end of september could i expect to get my £2900 back

    Reply
  • Wilson 22 August, 2:21 pm

    Hello,
    I’ve recently purchased a £800 camera from a major High Street retailer which was faulty from the time of purchase.
    When I took the camera back to the store a few days later(the soonest I could), I was told it would have to be sent off to the manufacturer for a repair – which takes around 2 weeks.

    Considering I’d only just bought the camera and it was faulty from the time of the purchase, should I have been given a replacement rather than have to wait two weeks without my new purchase? (A time frame I personally find to be unreasonable, especially considering they had plenty of stock of the camera in question)

    Did they breach the sales of goods act – or am I just gonna have to wait it out?
    thanks in advance for any help!

    Reply
  • jack 26 August, 1:00 pm

    I purchased a mobile phone from virgin on a £15 contract. Now this contract entitles me to a brand new mobile phone. after about 5 weeks the phone mslfunctioned, therefore i rang virgin and asked for a replacement , they sent me a replacment phone, however it was “as new” a phone which had been previously owned, it was badly damaged and was not fit for purpose therefore not just breaching my contract with virgin, but also breaching my statutory rights, i rang them and requested a brand new mobile phone of the same model, or of an equivalent specification, however because the phone did not malfunction within their 28 day period, they refuse to send me a brand new mobile phone, once again breaching my contract and statutory rights, can anybody give me some help as to what i can do now ??

    Reply
  • Donna 29 August, 4:24 pm

    hello i would really appreciate if someone could please give me advice …… i brought a blckberry from Phones4u 7 days ago along with a contract, when i first went to purchace the phone i was told they had no blackberrys in stock in white on th network O2 then after being told about the offers from voderfone and trying to open a contract and got declined by voderfone phones4u then tell me they do have o2 and the contract is better minutes,txts and internet all for the same price as voderfone so i feel i was lied to, after having the phone for a day a button stopped working i return to phones4u the next day hoping they will solve my problem the first thing that was said to me after having the phone 1 day was “why do you need to use that button anyway as this one does the same” thats not the point to me its the pure principle that i buy a phone with features i expect them to work… after being in the shop for 45mins i was then advised to return the next day for an exchange, which i did…… the next day when we return at 5pm when they are supposed to close at 6pm we walk in and get told they are closed due to a random stock check and to return tomorrow a member of staff shouted acroos the store “you were told to be here at 11am” yes i was advised this the day before but after tellin them i dont finish work untill 4.30pm they agreed this was not a problem, so once agen returned home without an exchange….. the next day i return and they agree to exchange the phone, the phone was not checked in store to see if all buttons were functioning i felt they just wanted to get rid of me…… when i get home i charge the phone and find again the button is not functional, the next day i then return they test there other phones and none of the buttons work… however the button on the same phone but in black does work… whilst sitting with an adviser a blackberry rep appears in normal clothes randomly then telling us that he knows there are faults and these will be corrected by a softwere update which will be availible very soon and there is nothing they can do…. i dont see how this can be the case if the black ones work…. after asking if we can exchange for a different model phone as we are unhappy with the service and product as we have had so many problems and we were then advised they cannot do this as they do not have a 14 day exchange for other models and we now left with faulty phone for 24 months not knowing if it will ever be fully functional?? am i in my statory rights to cancel my contract or exchange for a different model due to faulty product, mislead information, and very poor customer service aswel as being lied to??
    please help me
    thankyou

    Reply
  • Anna 19 September, 4:51 pm

    Hi, Long story but better tell it properly…
    My Aunty (In Bristol) has control of my Nans finances, She purchased a 32″ TV from Argos in Oct 09, Had it delivered to my Nans adres, Now the TV is Faulty, (not working at all). I rang Argos and they have told me that they will ONLY issue a repair as this is thier policy. But in the back of the tv booklet it says, something along the lines of 1 yr Guarantee, Does this mean I can take the TV back and demand a straight forward replacement, or can they offer to repair it?. I always thought you get a yr with most things you buy. If they repair, my elderly Nan will be without a TV for a week or more (Argos words). What are my Statutory rights?

    Reply
  • Julia 19 September, 11:03 pm

    Hi,
    I have purchased a phone from phone4u 6 days ago and it is mentioned in the contract that they don’t have a 14 days cooling off period. I realised that I cud have get a better deal as I have found it on another company website. Is it possible for me to return the phone?

    Reply
    • Andrew 25 November, 2:18 am

      Simple answer: No.

      Reply
  • Des O'Neill 6 October, 5:25 pm

    I ordered an item valued at £70.00 from an online retailer in the UK. They used Royal Mail for the despatch to my UK address but 3 weeks from their advised date of despatch the item has not yet arrived so I must assume it is lost. They did not use recorded delivery so there is no proof that I did or didn’t receive it. They are refusing to send a replacement or refund my money. Do I have a legal entitlement to this? Thanks

    Reply
  • christinep 7 October, 9:52 pm

    Hi there I bought a pushchair from mamas & papas on the 12th sept 10. However on serveral occasions the pushchair has tipped over. My baby is only 8mths and i had nothing on the back ie:bags etc it just seemed to loose balance as she got excited and moved about as they do. I have been back to the shop and they have checked it and stated that there is nothing wrong with it. Im afraid that as she gets bigger the problem will get worse can anyone give me any advice as what to do cos it was expensive and i can’t afford to buy another. Thanks

    Reply
  • karen webster 15 October, 12:23 pm

    i bought washable babies nappies all in one with waterproof covers. they are suitable from birth to potty training. my baby is 14 weeks old, and i have not been able to use these after 11 weeks as they leek and my baby is constantly wet.
    i have been back in touch with the company and they inform me there is nothing wrong with the product and my baby my be a particularly wet baby, and i need to purchase extra padding.

    Reply
  • MandyG 18 October, 1:44 pm

    Hi, I’m after some advise please. I recently ordered a kitchen from a guy we knew who could buy kitchens online at a reduced rate. The kitchen arrived we checked it over and paid the money. That evening when my husband came home he checked it over more thoroughly and he said it was of poor quality and that the cabinets were white when they should have been cream. The kitchen was relatively cheap and we know you get what you paid for but this guy said the kitchen would be exactly as we had expressed and that the quality would be as good as the one we had seen in another kitchen showroom. We hated the colour and although he said he would change the kitchen and make sure all was correct and we were happy before he left we said no we wanted all our money back. Unfortunately this became quite heated and the police were called, no need to comment on what happened further on that. Two months later we again contacted him and he said he would sell the kitchen on for us and give us the money he sold the kitchen for. We agreed and last week the kitchen was sold and we received £1000 back. There is still £2,500 outstanding which he says he will pay back. Since then I have heard that because he is not a shop our statutory rights are void and that the fact the we have been saying the kitchen was not fit for purpose is incorrect. Can you please tell me if we are within our rights to request our money back and if this went to small claims court what would the likely outcome be. Thanks.

    Reply
  • Sam 21 October, 12:56 pm

    Hello,

    I bought a video camera from Amazon for £300 to take away on a month long safari holiday. I bought it about 2 weeks before i went, and while i was there, the screen developed an error about 2 weeks in and wouldnt record. It would tell me to turn the camera off, then the camera would not turn off, so i had to wait for the battery to run down. Not happ, as it was only a month old! have found amazon a ngihtmare to contact, their returns policy is only for 30 days – which i was over by the time i returned. am trying to get in touch with them – am i right in thinking that amazon will have to replace/refund this as a) they are the seller, and b) the camera has not lasted “a reasonable amount of time” ?

    Cheers :)

    Sam

    Reply
  • Louise 26 October, 4:16 pm

    Hi,
    Can you help me? We bought a new house, we have all the info on it including gurantees, and emergency callout info. However at our handover meeting the day we completed,there was a clear problem with the back upvc doors, and was no better when we had our snaggin meeting. We complained on both occasions, and at the second they just cut us another key. It opened slightly better but nto much.
    Three weeks later, on a sunday, the lock completely jammed, leaving us with back doors that we could not lock.
    The housing company that we bought the house from only operate a weekend emergency service for e;lectrics/plumbing/gas, so we had to call out a locksmith to sort it out, as there was no way we could have time off due to both our jobs.
    There is nothing written in our guarantee about other tradesmen fixing emergency faults invalidating the guarantee, but having eventually spoken to the company they are saying that this is the case. can they do this?
    I know under stat rights if there had been loss due to the fault we can claim, which we have for the lock and callout from house builders, but what would have happened if we had lost earnings or possessions etc due to this. Surely that would have been worse, and more costly and yet they are quibbling because we had to make our property secure!! I am at a loss, because the whole situation seems ludicrous.
    Can anyone help? I just want to know where we stand with the invalidation of the guarantee – the only thing it mentions is damage or faults due to ddeliberate act, accident or misuse – yet we had already complained ab out it twice before the locksmith had to come.
    Thanks in advance of any help/advice.
    Louise

    Reply
  • BRONAGH 26 October, 5:24 pm

    Hi i am just looking for a little advise on a matter which has arisen today…i find myself in a unique position. I was browsing through a costumes shop today in preparation for haloween and came across a costume that didnt have a price on it. so i (for the hell of it) went onto the checkout and purchased the item free of charge. i even got an e-mail confirmation(with order no)/invoice stating the outfit name and price as 0.00 i have since got a voicemail on my phone stating that the order has been cancelled and if i wanted the outfit to go ahead and re-order… i cant help feeling that my statutory rights have been affected as this was misrepresentation on their part… can you advise?? thank you

    kind regards :)

    Reply
    • Tom 21 December, 2:10 pm

      I had the same situation. Any advice would be appreciated.

      Many thanks

      Reply
  • towyn 31 October, 11:40 pm

    Sky,
    Took the Hd package from skyt Feb 2010. Box got very hot and burnt the sky card quite badly in Sept. On health and safety grounds sky replaced box. Left a card saying 30 days warrenty, 33days later after we returned from hols picture started freezing.called sky and after a lopt of rowing man cam and reloaded software. left card with 30 day warrenty, now 36 days later box is freezing again. Where do I stand

    Reply
  • Jackie Reid 11 November, 12:39 am

    Hi, I am looking for some advice, I recently purchased 2 dresses on line from TFNC London, they advised to try the dresses on without deodarant etc. on so they wouldn’t get marked, which I did, as they didn’t fit i returned them.they have refunded one of them & have sent they other back saying it is marked. I cannot see any marks & the only thing I can see is the mark where it has been folded up & put in the bag, which as far as I am concerned that was done before I received it. as far as I am concerned the dress was returned in the condition I received it. are my stat rights affected and how do get my money-back.

    Many Thanks

    Reply
  • Matt :) 13 November, 9:29 pm

    Hi 2 queries here :)

    1: i brougth a camera from my retailer, after 1 month it broke, now they say after a month the only thing they can do is repair the item, i that correct or am i entitled to a replacement or refund?

    2:brought an electric toothbrush, its only just gone over the year garuntee and now it doesnt work, is there anything i can do or is that it ?

    :) thank full for any info :)

    Reply
  • Paul 15 November, 10:29 pm

    Hi i am looking for advice on this please:
    My partner and I purchsed a car on the 1st October from ACF Car finance and it was delivered on the 2nd October. The car was not taxed due to being in a disabled taxation class and therefore the car was not driven or used for the first 10 days. When i was able to drive the vehicle i noticed a clonking noise only when the brakes where applied so i got in touch with the company. They have since paid for it to go to a Halfords Auto Centre to be looked at and they have responded to us by saying the brakes are legal and safe but there is a fault and it should be fixed by getting it serviced. (as a company they do not service vehicles before sale) so they are not accepting the car back. The car has not been used for 3-4 weeks as i have a child and am not willing to risk my childs and our lives. Any suggestions please? thanks

    Reply
  • marc 17 November, 11:49 pm

    hi, I purchased a shower from argos in jan 2009, it now only supplies lukewarm water the last shower lasted 5 years. I would like ot know am I still covered although the warranty is out would this be regarded as ufit for purpose?

    Reply
  • mrsda 20 November, 1:17 am

    Hi, we booked are wedding venue & paid a £500 deposit, 4 days later the wedding co-ordinator phoned to tell me the company had gone into administration, i now dont want to risk having my wedding there incase the hotel closes closer to the date, what are our chances of getting our money back? Also at the time of booking she Kind of forced us to pay deposit, which i now think she did knowing the company was in administration..
    Shouldnt they of told us at the time of booking the hotel was in administration? the information abotu this didnt come public until about 1 week after our booking so theres no way we could of known,in our booking terms we paid for our wedding co-ordintor & she as now been laid off so in effect we are not getting what we paid for, we have been offered a alternative of a man which i dont think is suitable

    Reply
  • lesley searle 29 November, 1:21 pm

    I ordered vinly yesterday 28/11/10 at 11.00am and phoned to cancel this morning at 10.30am 29/11/10 and have been told i cannot cancel my order
    as it is being processed already

    Reply
  • steve h 7 December, 9:46 am

    Im after some help here because as it stands im £2300 down and have a sofa i cant use.

    here is the story.

    My wife and i decided to replace our nice but well used next sofas with a nice corner sofa that fitted our room better, when i say corner i mean a proper corner(right angle) and not a half moon corner.

    we saw an ideal sofa in dfs but wanted to try the smaller company over the road from them before commiting.

    So we wnet over to this other shop and was greeted by one of the salesman and explained to him what we were after and did they have anything suitable.

    he said that they did but not in the shop and he would need to check with the manager they could get a right angle corner for the sofa in question.

    So both him and the manager came back to us and said yes we can do this sofa with the piece you want, and he handed us a headed compliments slip with the name of the sofa at the top and then all the sizes and dimensions of the bits of sofa we neded to order.

    all the writing was in the managers handwriting.

    so he then take this away and measure your front room to make sure it would fit with those measurement, we did this and nipped home as we live about a mile from the shop.

    witht he measure ments he gave us on the slip the sofa would of fitted beautifully.

    so then we went back down the shop and told them we watned to order exactly what he had wrote on the slip and he said no problems let go and sort it out.

    this is where it gets a bit confusing, the manager transferred all the details from the compliments slip onto an order form except the sizes, so where it said … 1 x corner unit @ 1metre square on the slip , on the order form it just said ….. 1` x corner unit.

    we also wanted dark wood feet and not the silver feet, this was added to ther oder too.

    fast forward to last saturday and the sofa has turned up and in a fluster i didnt realise it was the wrong corner piece until i had signed for it(unchecked by the way) when i relaised i explained this to the delivery driver and said i wasnt happy and he told me to pop down the shop and they would sort it out.

    so i did this and at first the chap in the shop(not the manager or saleman we dealt with)said , there is nothing i can so as its the weekend and to vcome back monday.

    so both me and the wife went back down monday and explained what the problem was and the same chap has basically said tough, i cant see your problem ,his words were “you ordered a corner unit, you got a corner unit end of” when i asked for a reund and for them to collect it he said no way and not a chance.

    he then went onto say he had been in touch weith the sofa maker and they have told him they dont do the right angle corner piece anyway……..

    so…………….. i spoke to consumer direct and they have told me to write them a letter under the SOGA to reject the sofa as they are not fit for purpose and that we want a refund.

    i also wrote my card company a letter holding them jointly liable.

    if after the 14 days they have to reply i get no replies what is my next step??

    sorry for the long post!!

    Reply
  • David McAnenay 7 December, 7:47 pm

    Hi,

    I recently purchased a mattress that is due for delivery in 2 weeks time from a national retailer. I ordered the mattress in-store. However, i now no longer need the mattress and when i asked to cancel the order for a refund I was informed that this was not possible. Is this correct or am i within my rights to demand a refund?
    I’m willing to pay for any reasonable administration fees incurred by the company, which i thought was a reasonable enough stance.

    Many Thanks.

    Reply
  • S. vrbanic 29 December, 5:02 pm

    I bought some things from an online catalogue as they offered a ceramic cookware set. I never received the cookware set as promised, but they sent me a £10 voucher to be used when I place my next order. I emailed them, but to say this was extremely disappointing as I wanted the cookware set, and that the £10 did not make up for it, as I would have to pay £3.99 when I place an order for the postage. They came back to me and said We are sorry for your dissapointment.
    However, we do reserve the right to substitute a free gift as advised in our
    terms and conditions.
    Is this right? and if they do substitute shouldn’t it be to the value of the cookware set they’d offered in the first place.
    I would very much appreciate your help.
    Kind regards
    Smilja

    Reply
  • HeidiHi 6 January, 6:08 pm

    I purchased some boots online size 7 for £150.00. When I got them I tried them on they were a bit tight to get my ankle in but were ok when on. I checked the box and they said size 7, I thought they may soften and give a little. I wore them and struggled the next time but again once on they were ok. The third time I couldn’t be bothered with the struggle so I went to a shop and tried the same boot on in a size 8, they were huge, I went home and double checked the boots inside as I had thrown the box away, they were Aus size 7 and right into the boot below various sizes it said UK 5. I contacted the company who admitted sometimes they are in the wrong box and were going to repalce them. Two weeks on and they are now saying no because I don’t have the box to prove they said size 7 on them and as I have worn them it’s my problem.

    Reply
    • HeidiHi 17 January, 10:32 am

      I am just letting people know I got my new boots replaced last week. I was not obliged by law to produce the original packaging and I stood my ground with the company until they accepted the mistake was initially theirs. My advice, stick to your guns and don’t be put off when the company start saying they have had legal advice, go back at them and quote the odd phrase in a way that it sounds like you are well informed of your rights too.

      Reply
  • Anne 10 January, 2:58 pm

    Hi, I’m looking for some advice. My boyfriend bought me 2 charms for my Pandora bracelet at Christmas. He told the lady that I had a Pandora bracelet and she sold him somem other make. When I have taken them back, she has refused to give me my money back. I believe she mis sold them to him. Should he be able to get a full refund?

    Reply
    • HeidiHi 17 January, 10:37 am

      Your boyfriend was misled in his purchase, in which case you every right to demand the correct item or a refund. Quote that, as soon as you realised the mistake by their staff, you informed them straight away. Don’t give up. I wrote several emails to the company refusing to accept their decision and quoting a few phrases as though I was knowledgeable of my rights. They will give in if they think you will take matters further. Good luck.

      Reply
  • Nathan 11 January, 5:39 pm

    I bought a tag watch from earnest jones witch states they only refund or exchange for the first 30 days. Well 8 months down the line my watch seal was faulty and leaked stopping the mechanism and steaming the inside of the watch. It has now been in repair for two months and Im not too happy as spending £800 pounds for a sports watch that hadn’t lived to it’s name. I have asked for my money back and or replacement ( I would pay for the extra ) but they keep going back to the 30 day contract. Is this in stone or can I change for a better model or get my money back any other way.
    Regards.

    Reply
    • HeidiHi 17 January, 10:40 am

      The watch is not fit for the purpose you bought it. I believe you are within your rights, don’t give up and let them think you are knowledgeable about your consumer rights and they will give in.

      Reply
  • sheila 17 January, 12:35 am

    We hired a car for 13 days beginning Dec 22nd 2010. When we went to pick it up from Avis the weather was atrocious, as it had been for several days with snow and ice etc. We said we were not happy about taking the car and the receptionist said that because of the adverse weather conditions we could cancel without financial penalties and we would get a full refund. We would have to contact the Customer Service Dept which we did. They informed us that because we had booked with Cartrawler and not Avis directly, we should contact Cartrawler. This we did and have received an e mail stating they would hold a full inquiry into this and get back to me in up to 22days. Can anyone tell us what our rights are please?

    Reply
    • Mathew 15 February, 3:20 pm

      Car Trawler seems to be a very shady operator. I booked for seven days a 9 seat MPV with them from 23rd January. When I went to collect the MPV from Avis it was not available and hence, the agreement was terminated on the spot. Now I have been waiting for over 20 days for car trawler to return back the money. They are not even responding to my email or telephone calls.

      Reply
  • Grant 21 January, 10:35 pm

    I brought a skateboard two days ago, and it has snapped. Where do I stand here? I understand that boarding is a hard sport, but you expect a skateboard deck to last a while longer than two days.

    Reply
  • Derek 1 February, 12:45 am

    Hi, need some help
    I took out breakdown cover with the AA around two years ago, which I was happy to do. Last year, I upgraded my account with HBOS, and, until recently, did not know that it included breakdown cover, supplied by the AA.
    I contacted the AA, to cancel the origional cover, as I now had this included in my account, and I was not going to pay twice for this.
    I was not, and am not, looking for any recompense from the AA, I am just wanting to cancel the cover, however the AA are completely unresponsive, and I’m not sure why.

    Can anyone help?

    Reply
  • Gemma 2 February, 9:50 pm

    Hi, Can you help.

    My boyfriend surprised me with some £180 UGG boots for xmas, which he brought from a large boutique. There were hafe a size to small, but the shop assistant said to my boyfriend when he purchesed them that and exchanged in size whould be no prob at all.

    After xmas we went in and they said they didnt have my size. They asked if i wanted any other UGGs but i explained it was spacifically these i liked. I handed over the boots, they gave me a credit note and took my number, and said they would ring when the january order came in…. Feb,no phone call so we went in again, to be told, they probly wouldnt stock that type of UGG any more, but can have anything else. They refused a re-fund, and said see will ring me tomorrow to let me know if they were getting an order of this type?

    It was all very confusing, different stories and they didnt ring me the next day! What can i do, i dont want anything else from there store and the other UGG boots are horrible, and would be a waste of £180.
    PLEASE HELP

    Reply
  • Charlotte 2 February, 10:13 pm

    I purchased a leather jacket from topshop, after wearing a couple of times i noticed water stains over the jacket. I took it to a specialist cleaner who provided me with special cleaner for that type of the leather. After following instructions on the jacket and on the cleaner, large stains were left over the jacket and now everyone is refusing liability. What are my rights? Can i get a replacement jacket? Thank you.

    Reply
  • Eugene 3 February, 1:18 pm

    I signed a contract with a double glazing firm to fit a conservatory to my house on the 14 January 2011. My circumstances change dramatically when my gas boiler failed and I need to replace it, my duaghters also failed and I need to help her replace hers.
    With both off these happening at the same time I can no longer afford the conservatory and so sent a cancelation notice to the double glazing firm informing them that I could no longer afford the installation, I sent this on 31 January. I received a letter from them today 3 February informing me that the order is not subject to cancellaton as I am out of my 7 day cancellation period.
    I was never made aware that I only had a 7 day cancellation period.
    Is this cancellation period correct and what are my rights.

    Reply
  • Becky 9 February, 12:36 am

    bought a brand new phone from well known store, turns out its actually second hand! it had texts on it from a girl who had bought the phone, but sent it back because it was faulty – i contacted one of the numbers.
    is this legal? they didnt tell me the phone was second hand, plus they have effectively sold me somebodys personal detals.

    Reply
  • Kerry 11 February, 4:27 pm

    I tried on a Wedding dress in a shop where the owner pinned it back to give an idea of what it would look like. I contacted another bridal shop who sold dresses by this designer to get a quote for the dress. They did not have the dress in stock but said they could order it from the designer at a price of £300 less than the previous shop. I therefore went to this bridal shop to be measured and paid a £500 deposit. The dress has arrived, it does not fit properly and I really do not like it. What are my rights for claiming back my deposit?

    Reply
  • Mike 15 February, 2:07 pm

    I was sold bt vision over the phone and when it arrived it was very complicated to operate and was not what I thought I was getting. I immediately phoned b t tp cancel the contract as it stated in the contract that I could return the equipment within 10 days . I did this and thy then told me that ther would be a £240.00 cancellation fee I pointed out that I had never used the package but they were adamant that I was liable for the fee.

    Reply
  • Aimee 28 February, 1:04 am

    I bought a laptop from a high street store. It is under 6 months of age, and has a hardware problem. I have been told by someone who knows the consumer act 2002 which states under 6 months of purchase I can claim a full refund or exchange. I have been told by the store this is not possible, but only for it to be fixed and given back. I have the recept. I was given a time line of a week, but i’m not happy about this. What are my rights as in the reciept leaflet it states: nothing in this leaflet affects your statutory rights…but clearly i’m claiming my rights under the consumer act and EU law.

    Reply
    • Red 4 March, 2:03 am

      Hi,
      I work for a company that sell eletronic goods, such as laptops. All laptop breakdowns would first have to be sent off to engineers to look at to found out why it broke down, as the warrenty does not cover misuse of the product, such as dropping it or water damage. If these are the reason for the break down then you would have to pay for the repair. Otherwise, laptops will have to be repaired. If the fault does continue to happen the an exchange or refund would be offered.

      Reply
  • Helen 2 March, 3:16 pm

    I bought a 40in Samsung LCD tv in Currys on Feb 14th. I have not been happy with the quality of the picture at all even though it advertises as a clear, pristine full of colour picture. I am seeing shadows all the time on the screen as is my partner. It is very distracting. I went instore yesterday with the tv and seemed to work ok instore. They suggested I plug my HDMI cable instead of my scart which I did last night. This improved the shadow a little but now I can also see rings on the back of the tv on some channels. They were trying to also sell me a better HDMI lead saying the Sky ones are rubbish. I believe this is a big scam that Currys do from reading forums. Am I entitled to just bring this tv back to store demanding full refund as it is not conforming to description? I am conscious I prob have 28 days to do this which would give me until March 14th, right??

    Reply
    • Red 4 March, 2:21 am

      Hi,
      I work for a company similar to currys that sell TVs. When it comes to TVs there is a lot of small print, you will find in the user manual or leaflets/catalogue. Channel images are dependant on external factors not just the TV it self. Such as aerial, bad weather, distance from transmitters. All this means that the fault might not be because of the TV and they might not offer a refund. However, this is not the case with DVD, video, game console, etc. The images from such devices especially if you are using a Hdmi cable no matter what make, should be high quality. If not, then you are entitled to a full refund, under unsatisfactory quality.

      Reply
  • Jane 2 March, 9:26 pm

    I purchased a Dell computer in June 2010. It came with a 12 month warranty and ever since purchasing this computer I have had problems. The retailer N genius say they are no longer reposnsible and cannot replace the item or give me a refund as it’s over 14 days old. Dell say they have to make 3 attempts to fix the computer before they will replace it but they cannot refund my money.

    I would like to know
    a) am I entitled to a refund and if so by who?
    b) If it is the same problem they are attempting to fix and its already been atempted twice and still exists am I due a replacement or a refund? and
    c) Neither Dell or the retailer at this stageare prepared to offer me a replacement or refund who can I contact further to make sure I can get this as from all my research I believe I am entitiled to one or the other?

    Would really appreciate any advice ASAP

    Reply
    • Red 4 March, 2:48 am

      The 12 month warranty does not cover misuse or neglect of the product, such as dropping it, spilling liquid or computer virus as it is up to the owner to take reasonable care of their product. Other than this:

      a) If dell attempt to fix it but the problem continues then you are entitled to an exchange from dell, but most retailers such a argos, asda, currys… will do the exchange as it means they sell another laptop and get the money back from the manufactures for the faulty laptop.
      b) It would be a replacement unless they stop making the same model, then it would be some sort of credit note for the value of the laptop to purchase something else.
      c)Citizens Advice Bureau would be able to provide more help and is free.

      Reply
  • sharon wallace 8 March, 8:53 pm

    would like some advice please.

    I recently had a new gas boiler installed by Saltire via North Lanarkshire Council, after the work was completed I advised the supervisor that I could smell gas, because he couldn’t smell it he dismissed it and said he would get an engineer out the following day. Later that evening however I had to phone TRANSCO who told me I had a gas leak and not a small one at that. The following day i sent an email of complaint to the managing director of Saltire which resulted in the 2 men being suspended. I later had 2 managers out to my home to discuss the matter. They wanted to compensate me for my inconvenience so they offered £150 which I refused and told them to get back to me as i didn’t think this was enough for putting my life in danger. Can anyone tell me if this is worth taking further to a lawyer or claims person ???

    Thanks

    Reply
  • chris 12 March, 12:20 pm

    hi i have a laptop which was damaged accidently, my insurance company have aggreed to the repair and the item was picked up by the people i bougt the laptop from (stones computers)it has now been 25 days since i they accepted my claim and picked the laptop up, i am still no further as to when i can expect to recieve my laptop back i have phoned stones on 4 seperate occassions and been told the same tale” we are awaiting parts phone back next week” i have since emailed my insurance company and asked for clarification on what should be a expect time scale for repair to which they replied there is none ?
    how long should i expect to wait before i should be asking for a new item instead of a repair that seems to be taking forever ?

    regards

    chris

    Reply
  • Eddie Baillie 19 May, 12:35 am

    Hi there I hope you are able to help
    I order and had installed fitted units but got home from work, to find out the inner lights where not installed so my wife call the sales person and informed him, he told my wife that they would have to look at their notes and recall having this conversation but would have to look at the note and call use back at no point did we receive a call back
    So Susan my wife call their Regional Administrator and was informed that light where not on the survey planes but she would contact their sales person and get back to me, the above person e mail back [ I have spoken to Tom Blewitt who has confirmed that lighting was not included within the initial quotation I have advised Tom to call you directly I am still waiting for their call
    On the day in question I asked this person twice did this include the light tie rack yes he even asked me do you have power in this area for the light yes the unit cost me 5500 pound the light is not on the planes but my wife was in the room there do I stand now I feel that it was miss sold to me

    Reply
  • trouble626 23 June, 7:18 pm

    We bought a TV from a company and paid for a specific delivery option where they would contact us and arrange a date to suit us. Next day we get an email saying the TV is despatched and being sent by courier. We called to complain and ask for the delivery charge to be refunded as, as far as we feel, the company didn’t fulfil the service we chose and paid for. This is still being handled, but we’ve been told that we won’t be getting money back (it’s 20 quid) as the TV was not over £400 (the website states this service is for any item they sell) and that it was shipped out in 24 hours. Now as you tick the delivery option, below in a single sentence it says delivery in 24 hours, but their delivery page states nothing like that, only that they will call you and arrange delivery. Are my husband and I right to be chasing for the delivery charge back and is this a breach of our statutory rights or anything else of that nature? Given that it appears they have 2 different descriptions of this delivery option?

    Reply
  • Virginia 16 July, 4:16 pm

    Could someone help me please…

    I was given by my mum a handbag from a well-known Bond Street shop for Christmas. The item is faulty and I took it to them aprox. 5 months after purchase for repair. They sent me a letter saying they couldn’t repair it but have offered me a credit note for an amount far less than the cost of the handbag. I have spoken to my mum and she no longer has any proof of purchase so I presume I cannot receive a refund..? On to my next question, surely it is wrong of them to have offered me a credit voucher? I would like my handbag replaced, though they say they no longer sell my type of handbag. Lastly, the amount offered in the credit voucher is significantly less than the amount the handbag costs and they say this is because I might have purchased it recently in the sale (the cheek!). I understand without proof of purchase I cannot expect a refund (is this correct?) but can anyone advise best course of action to get replacement? The amount on the credit voucher they have given me will barely get you the smallest naffest item going. Thanks all xx

    Reply
  • ashanti101 1 August, 5:24 pm

    I bought some hair extensions online and when they arrived they had sent the wrong colour.I didn’t notice this until it came time to have my hair done, which was about 21 days after I ordered them. My hairdresser opened one of the packets before realizing it was the wronge colour. I have not used the extensions and can not afford to buy more. On thier website it states that their policy on hair extensions is NO exchange, NO refund. As the failt is theirs, what can I do.

    Reply
  • Peter 10 August, 12:26 pm

    Hello,

    i bought a GPU for my pc from a shop in the uk (shipped to austria), it turned out to be faulty after 2 weeks so i send it in for RMA (i also got an RMA number).

    However, the shop just refunded my money (without the postage fee i had to pay to return the parcel and receive the parcel..) without talking to me.

    But i dont want a refund, especially since the item has risen in price quite a bit.

    Are they allowed to do that or can i force them to get me a replacement?

    Is there a legal right i can quote to make them understand?

    best regards

    Peter

    Reply
  • Nathan deere 20 August, 12:27 pm

    Hi
    Last month I had a phone call from 3 to take up a new contract with them for 2 years, I still had 3 months left on my contract and was told I wouldnt have to pay that and my new contract would be the only one I had pay also was told I had ulimited internet ect, 2 weeks later I was told different that I only had 1gig of internet so I raised this issue with them and told them to listen to the phone call, so they launched an investigation and offered me a different package for the same price which I was happy with but then I recieved a bill for £64 for the remainder of my old contract so I rang them asked and they said they didnt have that on there system and I wouldnt have to pay that then 3 days ago they tried to take the 64 pound out of my account which I claimed back from the bank that day. I then made a complaint to 3 and questioned them about this and they told me the gentle man who sold me the phone put in his notes that I said my employer would pay my remained of my old contract which
    is untrue and told them again to listen to the phone call so they can see for themselves and now another investigation has be launched. My questions is what are my rights on this matter because I have had to launch another investigation in a 2 week period for being miss sold their product and given wrong information

    Reply
  • Magpie 24 August, 1:00 pm

    Hi i bought a battery on ebay the seller sent two at different times, i signed for one and my neighbour also as i was out, i paid for one, now can they make me give other back?

    Reply
  • Anon 5 September, 11:00 pm

    I work for argos and cameras are exchange if there is a problem with the camera eg if it doesn’t work

    Reply
  • Jo 5 September, 11:17 pm

    I bought a new cooker around £400 from where i work but 18months down the line the grill has stopped working. I wonder if there is anything I could do as it hasn’t hardly been used as due me working a lot so i end up having meals at my parents when i pick my child up. When i got my days off i do use my cooker. An 18 month old gas cooker that has had about 6month’s use is there anything I can do as if i go through the manfacturers they will try and charge me very high for an engineer to be called out around 100 pound which i can’t afford to pay please help

    Reply
  • Diana Lucas 6 September, 1:30 pm

    Hi,can you advise me please.I bought a Epson printer from Warehouse express on Sept 1st 2010 and on Sept 4th 2011 it stopped working,will not turn on.Have contacted Epson and they say it is out of warranty take it to a repair shop have contacted Warehouse express who say its Epson’s responsibility.Surely it should last longer than a year.Thanks,Di Lucas

    Reply
  • Kathy 7 September, 6:41 pm

    Hi, I bought a pair of shoes last weekend that fitted perfectly in the shop and wearing them around the house to ‘wear them in’. However, I wore them outdoors for the first time yesterday and the leather has become very weak, my feet are now slipping out of the shoes and I nearly fell over! Am I entitled to a refund or at least a credit note?

    Reply
  • brian 7 September, 8:05 pm

    Hi.
    I bought a caravan from DARTMOOR CARAVANS IN DEVON via ebay, the advert stated that this had just been safety checked and everything is working as it should and is ready to use straight away, Before buying this i asked the trader if he would except a debit card as i needed a van urgent that week as i was booked to go away, I paid for this van through a bank transfer, and picked the van up, On getting home i found nothing was working due to it having no gas regulator or 12v leisure battery, I had no time to contact the seller as i was of on my travels the next morning, so i had to purchase these items myself as so i could use the van straight away as advertised, On returning home i contacted the trader and informed him of this, even though it was listed as everything working and ready to use straight away , he then said the battery wasn’t listed in the sale, can i claim a refund from him for the one i purchased?. would this be classed as false advertising?.

    Reply
  • sophie 10 September, 11:03 pm

    Me and my ex took out a contract fone and it in his name and I’m add to it as the sole user and I’ve handed him money for it does tht still me he can get the police to take the phone

    Reply
  • Colin Liu 15 September, 11:49 am

    Hi What Consumer,

    I recently bought a recycled bike and they have a ‘No Lemons’ Guarantee policy which is:

    If you buy from us you can buy with confidence. Our ‘No Lemons’ guarantee means that if you do not bond with your reconditioned bike, if you go off the colours, or just want to try a different type of bike, whatever the reason, you can exchange it for a similar or different model without losing any value on your purchase. You can do this as many times as you care to for up to 21 days after purchase. If your still not happy, you can have your money back. (Terms & conditions apply. This does not affect your statutory rights.)

    Their policy is to choose a 2nd bike, and if I’m still not happy after up to 14 day trial period, I can have a full refund.

    Now, they are refusing a refund even though, they show their No Lemons Guarantee clearly around the shop floor. Clearly they are in breach of a contract, any advise and who can I contact?

    Thanks in advance

    Reply
  • Joanne 21 September, 12:36 pm

    Hi I bought a Baird TV from bright house and it broke down so they fixed it but we have finished paying for it and the same problem as happened again with in a year of it been last fixed do they have to fix it even though we have finished paying for it???

    Reply
  • Paul 29 September, 1:34 pm

    Your rights have not been violated as it was an obvious error (which you knew) and the retailer hyas every right to not honout the agreement.

    Reply
  • Colin Liu 30 September, 12:39 pm

    Paul – you are responding to?

    Reply
  • Paul Harper 1 October, 10:57 am

    I placed an order with DFS for a Sofa, the Salesman told us when was doing the paper work for the sofa and the finance we had 14 days to cancel, in the week after ordering the sofa me and my partner split, we tried to cncelthe sofa and we were told we could only cancelthe finance we could not cancel the sofa as it was made to order, the contract was worded as a ” legally binded contract” but give no details of that it cannot be cancelled, I phoned the shop and spoke to the salesman and he claimed he said that he said ” we could cancel the the finance only and we would have to the sofa regardless once ordered”, this is a lie and he never mentioned anything about not being ableto cancel.

    Reply
  • liz taylor 6 October, 9:43 pm

    I purchased a mobile phone from tesco on 13 September, it recently stopped working ad I took it back today witn the guarantee and receipt, they have told me I can not have a refund or exchange as I no longer have the packaging. This contravenes their published promise in store, which says if you change your mind within 28 days you must return the item with all packaging, this is obviously to allow the resale, however, this item is not being returned because I have changed my mind it is because it is faulty. Their guarentee also states that faulty items should be returned to the store if within 28 days or the manufacturer if over 28 days it says nothing at all about packaging, nor was I told that i should retain all packaging, I get the feeling that they are not interested and simply do not value their customers.

    Reply
  • trickygj 11 October, 12:14 am

    liz taylor

    You are returning your mobile under the Sales of Goods Act 1979 and not because you have changed your mind. These are your statutory rights and are not dependant on the stores own policy in any case. You should go back and ask to speak to a manager and inform him/her that you are rejecting the phone under the SOGA 1979 and you want your money back or a replacement. If they do not agree get the name of the manager and contact trading standards. It is up to the store to prove that the phone is not faulty and not for you to prove it is within the first six months of purchase.

    Reply
  • Suzie 11 October, 8:14 pm

    so ive had a credit account with jd williams, i only found out today that they will suspend your account for 28days while they look at your account, now ive never heard of this or had any warning about it, at no point was i told this would happen, anyone else had this?

    Reply
  • kim 14 October, 4:55 pm

    i bought a handbag from topshop exactly a week ago and it has ripped on the outside..i took it back to the shop today and was told it could not be replaced or returned because it is apparent that i have damaged this myself. i have only used the bag for 2 days out of the seven i have owned it and i have not ripped this myself or had this near anything sharp that could have damaged it, the leather is very thin and has worn a hole due to bad quality
    what are my rights for getting my money back?

    Reply
  • paula 16 October, 6:07 am

    i bought a bke 5 wks ago from kays cat it is now faulty and not able to ride it they say i have to send it to maufactors at my expense is this correct

    Reply
  • debbie 16 October, 1:38 pm

    I bought a dress from New Look which was black on the bottom and cream on the top. On washing the dress after only wearing it once it came out a grey colour the black had run into the cream. The label said it was a forty wash but i had washed it on a cold 30 wash on its own. I took it back to the store with my receipt and they said that as i had cut the label out of the dress they would not replace it. Is this correct?

    Reply
  • trickygj 18 October, 10:18 am

    debbie

    This should not affect your statutory rights. Reject the goods unde the Sale of Goods Act 1979-not fir for purpose/not satisfactory quality. I expect cutting the label out is quite common and it is not as if the garment can be re-sold.

    i think they are trying it on. You need to be firm with them and ask them on what basis this prevents you returning the dress. Ask them let you know exactly where it states you cannot return a goods if you remove the inner label.

    Reply
  • paul 20 October, 6:08 am

    I bought a fitted kitchen but when my installer put it in he realised that one of the units was a little too big so i called the store and asked if i could swap the door for the unit for a smaller one. they said no i have to buy a new one. i pointed out the door that doesnt fit is still in its box unopened and they said it doesnt matter, i should have measured it properly. Is this right? Not even changing the unit brcause wd can alter that, just the door to a smaller, presumably cheaper one. Thanks

    Reply
    • trickygj 20 October, 4:53 pm

      paul

      Although this is not a good policy by the retailer there is really no argument here. If the door is fit for purpose etc and it is just that you measured it wrong there is no obligation on the retailer to take the door back. I don’t know the facts but he may have ordered it in and will be left with an odd door.

      I’m afraid you have no right to a refund.

      Reply
  • Karryne 20 October, 9:24 am

    Hello I bought 2 bras last week from Ann Summers, on a special for £25, as I had every intention of wearing them, I wore one, the price tag was irritating so it was snipped off. Half an hour later it was very uncomfortable and the wire was sticking into me. I took it back but because I had snipped off the price tag and couldn’t produce it they have refused to take it back for me to swop. On the ticket it said that if it was removed it rendered the item unreturnable but it did not affect my statuatory rights. I now have 2 bras that I can’t wear, what can I do??

    Reply
    • trickygj 20 October, 4:58 pm

      Karryne

      I have not got much experience with trying bras :-)on myself but is it not possible to try them on in the shop?

      The bras are not faulty and the shop is under no obligation to exchange or refund because you have now realised they do not fit correctly. If it is the shops policy that there can be no refunds if you cut the labels out then they are within their rights to have this policy.

      If the goods were faulty in some way it would not matter if the labels were cut out. This would then come under your statutory rights.

      Reply
  • Kayden 20 October, 8:36 pm

    Hello, I don’t know if this falls under the advice you are giving here, but it seems like you may know the answer. I recently purchased items online, for an online game (simply to alter the appearance of a character). Later the appearance was completely changed to one I am not satisfied with, and would not have purchased if the original look of my purchase looked like this. My request for a refund has however been declined, is this fair and allowed or should I press further?

    Reply
    • trickygj 22 October, 7:07 pm

      kayden

      sorry but not got a clue what you mean!

      Reply
  • Len 22 October, 2:14 pm

    Hello I purchased a o2 contract from affordablemobiles.co.uk with the promise of a free 40″ TV, 2 months down the line I still have not received my TV and I am now really fed up with waiting I have contacted o2 who said I would incur fees if I cancelled my contract. What are my rights for returning this phone as I am now fed up of calling affordablemobiles and being fobbed off! Their terms and conditions state that I should receive my freee gift within 28 days however this is not the case.

    Reply
  • trickygj 22 October, 7:06 pm

    Len

    The O2 contract was sold to you by affordablemobiles on behalf of O2 and they used the tv as an incentive to buy the contract. Your contract for the mobile will be with O2 who did not promise you the tv. if you cancel you will no doubt be liable for the full contract of the phone. There will probably be something in the contract terms to this affect.

    You need to pursue affordable mobiles. If they do not provide the tv you will probably have to start an action in the small claims court.

    you should check your contract first to see who is liable for what.

    Reply
    • Len 22 October, 8:16 pm

      Ok thank you for your reply, lesson learned “dont deal with affordable mobiles”

      Reply
  • Joe 22 October, 10:51 pm

    Hi
    I purchased 2 pairs of elvis sun glasses on line at wakefieldfancy dress.co.uk, what wakefield actually sent through were jumbo sun glasses. Wakefield have agreed to refund the full cost of the sunglasses and the express delivery, however they have stated that I must return the sunglasses and that they will not refund the cost to return the incorrectly sent sunglasses. Surely as the mistake is completely Wakefieldsfancydress.co.uk they should refund all costs incurred?

    Thanks

    Joe.

    Reply
    • trickygj 26 October, 11:05 pm

      joe

      my reply earlier seems to have dissapeared!

      If you received goods you did not order it is for the retailer to pay all costs and refund the cost of the goods or replace the goods at his own expense. It should not cost you a penny more than the original contract price i.e. the cost of the elvis sunglasses.

      Reply
  • amanda 24 October, 2:37 pm

    i got a laptop from k&co cat last month an i have payed 1month insalment already but last night my house was broken into an they took the laptop i have a crime ref number an that will i still have to pay for the item

    Reply
  • Richard 26 October, 8:03 pm

    Hello
    sorry I don’t have any help, I am currently in a very similar situation and was wondering if you ever managed to resolve this problem?

    Thanks in advance.

    Reply
  • trickygj 26 October, 11:03 pm

    amanda

    I am not sure exactly what you are asking here? Are you asking if you should have pay for goods that were stolen from your house?

    Reply
  • Lynne 27 October, 6:44 pm

    Hi i bought a pair of boots last week, only wore them once and went to put them on the other day and the zip broke. I took them back today with the receipt and the manager wanted to sent them for repair, i said no way the boots cost me £140. After arguing the the manager for about 20 mins she swapped them for another pair… Was i entitled to my money back….

    Reply
    • trickygj 29 October, 9:51 pm

      Quite possibly. If they are faulty you can reject them if it is within a ‘reasonable’ time. I would suggeets within a week is not unreasonable. After this time it is up to the shop to replace, repair of refund.

      Reply
  • Anon 28 October, 6:40 pm

    Hi, I have bought a t-shirt today from a store. Once I got home, I removed the item’s tags and then noticed a small marking at the back of the garment – what are my rights in terms of returning this item? The tag has been removed. Thank you

    Reply
    • trickygj 29 October, 9:52 pm

      If you mean the sale tags then that should not prevent you returning the goods. Theyare not part of the shirt. Presumably you have not damaged it in any way?

      Reply
      • Anon 6 November, 1:08 am

        I took my t-shirt back, got a full refund – initially rejected and was pointed out the sign ‘no refunds’, explained about my statutory rights and the Sales of Goods Act.. retailer didn’t argue with me and offered a full refund, good result! Thank you!

  • sam 30 October, 4:20 pm

    Hi, I received a 37inch baird tv from brighthouse 3years ago but during the contract time on a number of occassions it had to keep being sent off to be repaired after about the 4th time they said they would allow me to keep the loan one they had sent this being a 32inch, I was not given a new contract and was still made to pay the same price as the 37inch after enquiring they told me it was because the loan tv was a newer set so they was doing me a favour of allowing me to have it at the 37inch tv price?? Anyway I finished paying for the tv between 3-6 months ago and now the tv doesn’t work, I have sent it to a repair shop where the repair guy has informed me its a power supply module fault and believes its not been put together again properly whilst being refurbished and has aventually stopped working. Am I at liberty to take this matter further or do I just have to grin and bare them being able to sell rubbish to people with little money? You advice would be appreciated. Thank you

    Reply
  • Jamie 31 October, 12:01 pm

    I purchased Battle field 3 through Origin for the PC. The game freezes after 5 or 10 minutes and i have to hard reboot my PC, which is not good for it. There are loads of other people having similar issues and we are assured that they are working on a patch to fix these issues. But i don’t fancy waiting another 3 weeks to see if the bugs can be ironed out. personally i think the game that i purchased is not fit for purpose at all but the website says they do not offer refunds if the game is purchased through Origin. Is there anyway i can get my money back?

    Reply
  • Missy 1 November, 9:07 am

    Hi, i gave my laptop in for repair however when i took it home my keypad stopped working again so i took it back to them. Its been nearly two months and they still havent got it fixed. When i told them that they can take their keypad out and i want my money back they refused to pay me,they said they dont know what to do with the keypad because they bought it especially for me, can i sue these people for not giving my £40 back?

    Reply
  • nicole 2 November, 11:18 pm

    Ok, so i bought a new pair of heels from H & M, and the price tag said it was £20 but when I paid it only cost me £10. When i got home, they seemed not to fit me like they did in the store. I’m planning to exchange it tomorrow, but my question is, if it is £20 tomorrow would i have to pay £10 more? or would i not have to because they charged it at £10 not £20 on the receipt?

    Reply
  • scott 3 November, 2:08 pm

    hi . We got a oven and hob package from kays on 08/05/10
    just under 18 months old now . we were having a few problem with the oven and we contacted kays bout 3 months ago regarding this and they told me there was only 12 guarentee on it .
    Is this correct for a electrical item under 2 years old that has cost me over £400 . beko dont seem to want to know .

    Reply
  • D skeggs 3 November, 3:17 pm

    we bought 2 sofas from argos on the understanding that they would be delivered in 28 days.so far we have not recieved them ,but have taken the money out of my account.we have found out that they can only supply one

    Reply
  • gareth 3 November, 7:11 pm

    I bought a coat 8 days ago. I have only tried it on, i dont really like the coat and just want my money back but the shop refuse and will only give me a credit note. Can I get my money back?

    Reply
  • Hannah Shooks 12 November, 1:33 pm

    Last Saturday I bought a pair of tights in NewLook for a party I had that night, when I got them out of the packet to put on they turned out to be ‘footless’ this was not stated anywhere on the packet and was not the purpose I intended them for as they did not match the outfit so I had to dash to the supermarket as all other shops were closed to buy a replacement. I have just tried to return them to the shop but have been told that as I don’t have the receipt they can only offer me a credit note and not my money back (I am usually very good at keeping receipts but as was such a small item I binned it on the way out of the shop!). This is not a satisfactory solution as I never usually shop in Newlook and won’t be again. The occasion for which I needed the tights has passed and I am already out of pocket as had to purchase a replacement. What are my legal rights? Please advise, Thank you.

    Reply
  • Ken Gsm 13 November, 6:17 pm

    My mum recently purchased a scooter from a company who had been cold calling her after obtaining her number

    She agreed to purchase a new scooter for 2,106.00 and rescinded her own in part exchange for 1,000.00 leaving her with a 1,106.00 bill plus interest on the purchase as they have set up an agreement on this

    my mum then discovered that the the item was not new which is what she had been quoted and when she challenged and asked to return the scooter they told her she could not as they had sold her other one that day

    my mum has particular problems which make her a vulnerable adult and has some short term memory problems. I am concerned as this is now playing on her mind and causing her distress. What rights does she have about being sold an item as new which is clearly second hand and is she able to break the contract or claim damages

    any advice would be welcomed

    Reply
  • toni richardson 15 November, 6:52 pm

    hi, my daughter has a blackberry torch on contract which she has had just under 6 months, about a month ago the center button stopped working but other than that the phone was fine, the phone was purchased from phones 4 u who told us it was worth £430, because of the expense of the phone I thought it was only right that it be repaired, so we took it back to phones 4 u who then sent it off for repair, we have just received the phone back saying it was moisture damaged but not only that the phone does now not work at all!! it comes up with a white screen saying ‘No Application Linked (Factory OS)’, we took it back to phones 4 u who basically said there was nothing that could be done, the salesman then went on to show us a red dot under the battery proving that it was liquid damage, the thing is when my daughter originally took it in she said the young girl who dealt with it took the battery off the phone to have a look but never once mentioned anything about a red dot, so to me if the dot was red when they had a look (which my daughter said it wasn’t) then why would they even send it off when they could of told her there and then that it was liquid damage (if this was actually the case) when i asked phones 4 u about this they fobbed me off by saying the young girl was just a trainee and wouldn’t of known!! I then asked why it has come back not working at all if it only got sent in for the center button not working? He then fobbed me off again by saying when they open up the phone the moisture spreads and has damaged the phone further!!

    This to me seems like a load of bull because if it is easily proved that it is moisture damage by the red dot, then why would the repair center even bother to open up the phone if the red dot says it all??

    I am completely dissatisfied as phones 4 u are now saying that they are not going to do anything more about this, so my daughter is now left with a phone for a further 18 month contract which she cannot use, but where do i go from here?

    Reply
    • Mobile Guru 12 December, 7:44 am

      The Red dot under the battery is a mosture indicator, if that red dot appears then the store or RIM ( blackberry ), a repair would fall outside repairs policy, as moisture is classed as abuse.

      That handset has been subject to “water ingress” for that red dot to show, in short your stuffed. As a mobile phone engineer for the last 21 yrs, the red dot means you warranty is void… yo can argue the point, but your on a hiding to nothing

      sorry

      Reply
    • Mobile Guru 12 December, 7:47 am

      Just as a Update, ALL BLACKBERRY PHONES ARE REAPIRED BY BLACKBERRY, unlike other makes store dont have a external repairer ( Anovo , Tech Refurb etc etc … )

      Reply
  • chris 22 November, 8:15 pm

    i recently went on holiday to tenerife for a week and booked the holiday through the cooperative travel agency. upon our arrival at our hotel we found our room to be in a diabolical state and i won’t list the defects here as it would take too long. it was an all inclusive deal. the holiday rep said he would find us a different hotel but i heard nothing from him for over 5 hours after trying to call and text him. i felt i had no option but to go and find another hotel myself as i had no idea what was going on. i had to pay the new hotel for a weeks stay myself at this point. due to the relocation i now also had to pay for food and drinks seperately on this holiday as it was meant to be all inclusive. i wrote to the coop on my return asking for compensation for the ruined holiday and their answer was that they are not willing to compensate me or take the matter further. where do i stand in this position and whats my next step? who does the buck stop with regarding the holiday as i was under the impression my dealing only need be with the agency that sold me the holiday? help???

    Reply
  • Ben 1 December, 9:08 am

    Hi, I bought an iPad2 from a powerseller on eBay (i.e a company not an individual person) on Monday and it states “we guarantee despatch within 3 days” and I’ve paid £9.99 for RoyalMail special delivery.
    Its now Thursday and the item is still not marked as sent and now the seller has actually reduced the price of the iPad2 by a further £14 pounds from what I paid.
    If and when my item turns up do I have the right to 1. Ask for a refund of my postage cost if item wasn’t sent within “guaranteed” time, and 2. Now the item price has been reduced can I get the £14 reduction money back??

    Many thanks for any help

    Reply
    • trickygj 3 December, 7:31 pm

      Ben

      It depends on what the terms of the contract states in respect of not honouring the guarantee. For example it might say ‘we guarantee…and if not we will refund the postage’? If it is silent and you expected despatch in 3 days then they have breached the contract terms. What losses have you suffered as a result? If it is the difference between first class and second class postage then you should reclaim the difference.

      Your contract was for the agreed price and because they have breached does not give you an automatic right to a partial refund. You can reject the goods entirely for breach and go elsewhere. You can reject the goods under the DSR’s in any case within 7 days from the day after delivery.

      The best thing to do is ask for a partial refund first and if you do not like the answer reject the goods before they are dispatched.

      Reply
    • Mobile Guru 12 December, 7:38 am

      Distance selling rule apply

      Reply
  • shelly 11 December, 7:38 pm

    my friend went to a bridal shop, and her 3 bridesmaids were measured and fitted for bridesmaid dresses. They had to pay up front. When they collected the dresses and tried them on at home, 2 out of the 3 didnt fit. They went back to the bridal shop, and were told by the owner that if they wanted different dresses they would have to order and pay for another. She simply said that they must have put on weight in the 3 months it took to get the dresses (this is not the case, neither have put weight on, and one of the dresses is at least 2 sizes too small). What can they do?

    shelly

    Reply
  • Ellie 11 December, 9:38 pm

    I bought an item of clothing from a website which took 28 days to deliver so I made sure I had the correct measurements going by the table they provided. When I received it, it was too small but when I asked to exchanged it they replied that it was going to cost a further £8 in admin fees however there is nothing on the site to even imply there would be a charge. Can they still charge me this?

    Thanks

    Reply
  • Mobile Guru 12 December, 7:36 am

    Hi,

    This is a common problem with Mobile Phones.

    If your purchase was made in store then a coverage checker will have been used b4 purchasing contract. However if the sale was made on line, then this may not have been the case.

    You have used the phone, therefore have agreed to the terms and condition of the contract. If you are looking to return after a number of months the question will be if your signal is so bad why has it not been returned b4?

    Generally Speaking 3 Piggy back the o2 Network, and 97% of the Uk is covered.

    In summary, you have used the phone, agreed to the terms and conditions of the contract by breaking the simcard ( pushing out the card in came in ). Therefore you are Liable for the contact duration.

    Reply
  • Abigail 12 December, 10:11 am

    I am a member of the AA and had a puncture on friday, they then charged me an extra £49 to come out and repair it as I had not informed them I had bought a new car. furious, any advice?

    Reply
  • Ben 16 December, 5:42 pm

    I recently ordered a gift card online, and whilst the company website says ‘in progress’ they tell me it has been dispatched, but they did not tell me when, and the card has not yet arrived, but the lack of information in comparison to previous orders with the same company makes me unsure if this is true or not.

    I appreciate that this may just be the Christmas post, but in their last response, they said that they could send me a new card if it doesn’t arrive, but that this would cost me a further £2.50.

    Are they actually allowed to make a surcharge to replace goods that have never arrived ?

    Thanks,

    Ben

    Reply
  • michele 17 December, 12:29 am

    I am staying at a travelodge and they won’t hold our luggage with them after we check out since there is no luggage store room. But Nowhere in their t&cs does it say that luggage cannot be held at the hotel. I would like to know if, according to my statutory rights, I can leave my luggage at the hotel and they legally cannot remove them since they do not have a “no luggage hold” policy in their terms and conditions. Thanks

    Reply
  • david burrell 21 December, 10:47 am

    I went to purchase some perfume and visited the shop a few days before and saw a product i liked i then went back a couple of days later and the product had doubled in price i was annoyed as the offer was until jan 2nd.Is this legal to do this and is it just profiterring as it is xmas.

    Reply
  • KOB 23 December, 1:19 pm

    I purchased a dress online, from a well know highstreet retailer on Wednesday. It arrived on today all fine. However on checking my emails I received an email from the same shop informing me a of a sale, on checking the price of my dress, I found that it has decreased in price considerably.
    Do I have any right to asking for a refund for the difference?

    Thanks

    Reply
  • MadMonkey 25 December, 3:12 am

    I recently brought a charm and a clip from an offical Pandora shop. The problem is that I believe I was charged for the wrong one. The charm was £35 (no problems there) and the clip I picked out was £185. On the receipt this is list as item code 790853CZS. The clip I found out that I have is actually 790593TCZ. The price difference is £110 so, understandably I would like something doing about this. Being Christmas now I haven’t been able to go in but is there anyway I can press the issue as they are obviously going to be a bit skeptical about this?

    Thanks for any help.

    Reply
  • Karen 28 December, 6:01 pm

    My mother-in-law bought a halogen heater from the Original Factory Shop in October. It worked perfectly but suddenly 2 out of the 3 bars stopped working. She didn’t keep the receipt and we tried to return the heater today but the manager refused saying we need the receipt even though it is a faulty item. Is this right? We thought that as the item is faulty we are entitled to an exchange at the very least?

    Thanks

    Reply
  • Margaret 30 December, 5:14 pm

    I have brought a motorbike for my son from the internet.
    The bike cost £600. and the payment was taken from my account and into theres. However when i rang up to see how my order was going i was told they dont have any of the bike model that i ordered in stock.

    He offered to sell me an upgrade to the bike which requires me to pay more money.

    Am i entitled to recieve the upgrade of the bike i first bought without having to pay anymore?

    Reply
  • Kerry Todd 2 January, 8:43 pm

    Can someone advise me?

    I purchased 5 items of maternity wear from topshop in november. Only opening the bag again three days ago now I’m big enough at 5 months pregnant to actually wear the cloths did I notice that on the receipt I’ve been charged twice for two items, a pair of jeans and a top. The items have been scanned twice totalling £62 over charge. I have called and email them but are yet to receive any response. I feel robbed and stupid for not checking the receipt at the time but I guess you should be able to trust such a big company.

    What are my rights with this and am I entitled to MY money back?

    Thanks Kerry

    Reply
  • Derek Hunter 4 January, 11:33 pm

    I purchased a mobile phone as a gift in a T-mobile shop on 23rd Dec. The phone kept shutting down anytime we tried to change the ringtone profile. I took it back on 3rd Jan and was told as it was over 7 days, I couldn’t get a refund, the phone would have to be returned to the manufacturer for repair. I initially argued the point but was told that it was t-mobile policy for a phone that wasn’t returned within 7 days of purchase. I reluctantly agreed to have the phone repaired but i still think I was entitled to a full refund, am I right?

    Reply
  • Josh 6 January, 11:00 am

    a company sent me out a product that i didnt order but the product can be of use to me. is the company’s mistake my gain or can they take me to court if i dont return the product.

    And if they do wish to have the product back how long do they have to recall it before the product becomes mine

    Reply
  • David 11 January, 11:10 am

    I purchased a laptop on-line. After using it for an hour, or so, I was very unhappy with the speed of the laptop and the quality of the camera. I contacted the seller first thing the next day, who told me that since I had switched it on they would not accept the laptop back.

    I even offered to pay more to get a model that works at, what I consider a responsible, speed. They refused. The argument that they made is that the specifications (speed and camera resolution) of the laptop are on their website. For me those are just numbers. There was no way that I could find out that I would be unhappy with the laptop other than by using it.

    Do I have any rights?

    Reply
    • gary 12 January, 3:59 am

      sorry nick i didnt mean you as the “expert” lol it was posted to a guy saying basically that he worked in an electical store and that hey ho thats what happens ie it gets tested {laptop}to see if youve abused it! then if youre lucky they might repair it!
      When in reality if its under 6 months you ask for a refund and even after 6 month and up to 6 years if im reading the pdf right you still have rights.sorry if my post ended up right below yours no offence lol

      Reply
  • gary 12 January, 3:26 am

    Youre friend is right,for the benefit of anyone reading the electronics “expert” above dont be fobbed off!
    http://www.secola.org/db/2_12/gb_noteslong.pdf
    HAVE A LOOK HERE!
    Good luck,some electronics store people dont know anything about their products never mind the law im afraid lol.

    Reply
  • danielle 12 January, 12:15 pm

    i have just purchased a games console from an online company, it arrived today but had 1 game missing and 2 accessories. i rang up the company to find out if they can send the missing bits as was advertised on the website and they said that i would have to return the item and they would re-order it and if they were missing again they would have to contact the supplier. i said that this was not good enough as it is a gift and i would not have bought the bundle without the missing game+ accessories. As it is stated on the site what comes in the bundle are they obligated to send me the missing parts, or are they correct in saying i should return the item and re-order? what if i do this and the parts are still missing? this has been very inconvenient for me

    Reply
  • Patrick 13 January, 10:55 am

    Hi i purchased a discounted sofa set from NEXT, this item was very cheap, and they claim mis-priced. I made the transaction/payment, do they have a legal obligation to ship these products at the advertised price?

    Reply
  • dawn 13 January, 11:30 am

    Hi. I ordered a wedding dress that was in a sale from littlewoods catologue. The money was taken from my debit card the next day. When i placed the ord er it said it was loz on stock.they gave me a delivery date stating it would be delivered by the 10th of jan.i waited in all eay and it didnt turn u. Iw rang them and they said it was out of stock.i sent a email to complain and was again tokf the item was out of stock and the manafactors doesnt know when they will have this. Should littlewoods have allowed me to purchase this knowing that they didnt have this in stock?

    Reply
  • A. Littlewood 14 January, 1:55 pm

    I purchased a item of furniture from a charity shop in my local town for £25.00 of which I paid in cash for.
    My husband were shopping and asked if we could leave it there until we finished at which the assistants had agreed to.
    On returning to collect the item the assistant promptly placed the £25.00 back into my husbands hand and said the manageress wanted the item to be sold for £60.00 and we couldnt have it!
    Where do we stand legally?
    Ilook forward to hearing from you.

    Reply
  • Richard 14 January, 7:48 pm

    I purchased a sofa at the good will for 45 dollars. After the transaction the manager came over and told the sales person the price should have been $160. I left to get my truck and the manager called me and said the sofa had been sold to someone else before I had bought it and I needed to come back and they would return my money. Do I have any rights here?

    Reply
  • Lisa K 22 January, 12:08 am

    I was given a Gift Card for French Connection UK two years ago. I have since been into three different French Connection stores and each time the staff have assured me that the Gift Card does not expire and is still valid for use. There is nothing on the Terms and Conditions that says the card expires. However, when I went to use it last week, the staff retained it and said it had in fact expired after 12 months!
    Help! The Gift Card is for £100.
    Lisa

    Reply
  • hannah grainger 23 January, 1:54 pm

    I bought my daughter a second hand blackberry mobile phone £90 and because it was for christmas she didn’t use it till then and it kept locking up and the screen going white ,as well as a broken speaker,I took it back he repaired the speaker and said he done the software on it as well ,A few days later I had to take it back again because it was doing the same thing,he flashed the software on it again, but that still didn’t solve it,I took it back a third time and asked for either a swap or a refund he told me he doesn’t do cash refunds and because he has no other blackberry phones in she has to wait till he does,so in the mean time my daughter has no phone and god knows how long she has to wait for one,can you offer me any advice on this please .thank you

    Reply
  • Peter Shellito 23 January, 3:31 pm

    Hi,
    My son in law has just been put on to a 3 day week, and my daughter is very concerned about the payments for her car, is it possable for her to hand it back to the finance company without to many problems.
    Any advice would be most welcome, thank you.

    Reply
  • chez sutherland 23 January, 7:34 pm

    This company annouced going into admin today, but on company house details they changed hands from november, who is responsilbly for payment owed to me from November till present.

    Reply
  • Jaye 26 January, 5:16 pm

    I got a new iPhone 4gs from phones for you on
    Dec 21st 2011 . I’m struggling with 3G in the home
    And where I work and I’m tied to this deal for 2years.
    What’s my rights as 3G on Vodaphone sucks. I’m uk
    Based and I want to go back to 02 ?

    Reply
  • Sam 31 January, 1:17 pm

    My husband has ordered a Dell all in one from their website from the small and medium business section, whilst completing the order this doesn’t state anywhere that the product cannot be returned. This has arrived today and even though the specifications were available now doesn’t meet his requirements and this is still packaged and not opened. After speaking to Dell Customer Services they have adivsed that their returns policy only appolies to home customers and this does state the same on the website but does not offer any reason as to why or what business customer are able to do if they wish to return. Are there any statutory rights when purchasing something and wanting to retun this upon recepit?

    Reply
  • Puma 5 February, 11:45 pm

    Can any1 help me please. Recently bought a BMW 1 series from BMW dealer. The sales person stated the car had 143 BHP, which is one of many factors I considered before buying the car but have found out its only 122 BHP, which is a huge difference. Only got the car last week but need to know what are my options on this. Thnx

    Reply
  • April Glasgow 14 February, 5:59 am

    Can anyone help please. I bought a suite from a woman on Gumtree, it was from Ikea. I have purchased new covers for the suite to a cost of £309 from Ikea, when ordering the covers i advised the sales person that the suite was 3 x 3 (cornor)I tried to put these on the suite only to discover that cushion covers too big, side panels too small and i don’t have enough covers for cushions or backs. I have since looked at there returns policy and this is what it say’s.

    No-nonsense returns policy
    Return unused items in their original packaging within 90 days, together with your till receipt, for a full refund.

    Our 90 day returns policy does not apply to cut fabric, or goods ordered to your specification e.g. custom made worktops or made to order sofas. This policy is in addition to your statutory rights.

    Can someone please advise me of what i can do as i’m returning to the store today. thank you.

    Reply
  • James 15 February, 10:58 am

    I bought a Lenovo laptop in late November and the motherboard broke in early January which was past the 28 day limit, I sent it off for repair and have still not had it back which is over a month I have called up three times and still don’t know when I may get it back, what can i do?

    Reply
  • naveed akbar 17 February, 11:51 am

    hi
    i bought a external door(£800 majestic oak) which has split down the middle from a company called DOOR KING(who are gone bust now) they got the door was from a company called TODD DOORS. i have called the company and explained what had happened but they are saying that the guarantee does not exist as they didn’t sell ME the door’ and the company that has gone bust should replace it.

    what should i do?
    regardless of who supplied me the door it still came from TODD DOORS

    naveed

    Reply
  • Lillian 17 February, 5:47 pm

    Unfortunately if a company goes into admin you no longer have a right to refund, you can wait and join the list of people trying to claim their money back but the chances of you recieving anything are very slim.

    Reply
  • John 20 February, 1:28 pm

    I am having a little problem with ASDA 9 days ago I purchased from their website a small wardrobe set of drawers and bedside cabinet. However in the early hours of the morning an email came through saying the wardrobe was unavailable but the other items were dipatched. Money for wardrobe refunded. At 8am the following morning before I could contact and cancl order the other two items arrived and were accepted by my daughter. On receipt I checked their website and found the item I had ordered was still available as was the wardrobe if I wished to pay more. I contacted asda and spoke to them and they agreed to take away the two items and deliver the whole package as ordered. Seven days later noone had come for the items so I contacted again, this time they said their customer services would contact me in an hour to rectify this matter. The following day no call recieved I contacted again, I was told that the item was now out of stock but yes they did have the wardrobes at but it was more than I had initially paid for it in the pack. I informed them that I wanted it at original price as that is what was needed or to take the whole thing away. Again they said they would ring me back, surprise surprise no return call and I still have half of the items I wanted and no end in sight. What do I do now as I am a little miffed.

    Reply
  • Warwick Bambrook 22 February, 8:27 pm

    Hello.

    What is the limit on the second part that the goods should be exactly as described.

    We purchased a BMW from a BMW main dealer last July and queried the model but the dealer insisted it was the one they said. I contacted BMW who said they never made the model I thought the car was and assured me it was as the dealer described.

    I now work for a company who have details of cars and models an it turns out the car is infact not the car model that was sold to us.

    The model we have is less valuable than the one we wanted to buy so what can we do.

    For the techies. The car we wanted and told we were buying was an 08/08 BMW x3 xDrive35d MSport and this is what it says on the invoice an the sales documentation. The car has actually turned out to be a BMW x3 3.0sd MSport. This car has lower mpg and power than the other one we thought we were buying.

    Many thanks.

    Reply
  • Stephanie Golding 24 February, 8:17 pm

    Hi – I purchased an internet Tablet from Tabletcomputersdirect on the 6th December by credit card. I reside in the Republic of Ireland and was having the item sent to my parents address in the UK as the company didn’t deliver to Ireland. I followed up this item continously throughout December as I was anxious for it to arrive before my parent’s left their house for the Christmas holidays to travel to Ireland – they did so on the 18th Dec and the courier tried to deliver the item on the 19th. They left a card and the item was held in the post office and not collected so I presume returned to the company. As the item did not arrive in time I had to purchase an alternative and therefore wished to cancel the item and get a refund. I have emailed the company now on four occasions and they have not made contact. What can I do? Many thanks

    Reply
  • Anthony Kersey 2 March, 2:37 pm

    i bought a laptop off craigslist they said they were only selling it because they were getting a new one that the keyboard needed to be replaced is all so i purchased one and before it even arrived the laptop quit the motherboard is fried come to find out they had spilled a drink in it and then sold it is there anything i can do

    Reply
  • Sheree 12 March, 10:48 am

    Hi,

    Presented with a lovely ring by my partner at xmas I accepted my partners proposal howver, just 9 weeks on one of the smaller diamonds mounting the larger diamond has fallen out. The ring was expensive, not sure how much but I have an insurance quote (supplied with the ring) for £3000.00), although I have been meaning to insure it – it isnt. On purchasing the ring my partner was told that the diamonds were drilled diamonds and would not come loose…Where do I stand with regards to going back to the shop and requesting a free of charge repair/replacement? What are my rights? the ring has several small diamonds around the band and I am concerned that it may continue to loose diamonds as having researched the store theres some bad ratings….

    Reply
  • Rob Z 12 March, 1:32 pm

    Hello , I bought a power supply to my pc last year September .
    I experienced some problem with my computer after I while I figured out the problem is the power supply . This is a very expensive unit with 5 years experience .
    I gave back to the shop and after a month – and many emails has not been replied – I’ve been told they sent away they are waiting for the factory .
    I have enough . I don’t want to wait no more ! How long this should take ? What is the law about this ? Because of faulty powersupply I lost two other parts from my pc as well . Any chance to claim that back as well ?

    Thanks and this site is great !!!

    Reply
  • Nick Crompton 12 March, 7:52 pm

    11 months ago i had two new tyres put on the fron of my car, i also had the tracking (wheel alignment) done at the same time to ensure good tyre life, cost of this was £210. Two days ago i checked round the car as the mot is coming up and found that both tyres anre badly worn on the inner part, this is due to poor wheel alignment. I took the car to an independant garage and got them to check for any damage or any reason for the tyre wear. None was found and the verdict was that the tracking wasnt done right originally.The car was then taken to where i had the tyres done and after much debate the branch manager checked the tracking and found it to be 3mm out, this would cause the wear over the last 11 months. He has now come up with an offer of £100 for two new tyres and tracking redone. Now is this an admition of poor workmanship that caused the tyre damage and therefore should the entire work not be done free of charge?

    Reply
  • Russell Webber 15 March, 7:21 pm

    I have recently purchased some stamps off the internet that are nothing like what the website has described (http://www.makeyourmarkstamps.co.uk/). I sent an email to them asking what had happened and they replied with a very patronising email (complete with maths lesson) informing me I didn’t click on the right option.
    On the website they describe the self inking stamps I wanted to purchase and at the bottom of the page there was a drop down menu with two options on it. Option one had a code name and an excellent price. Option two was twice the cost and had self inking written next to it. Having read the description I chose the first one because so long as it was as described above then the cheaper one will do and the other one must also be self inking any way.
    Of course I now know that option one is for a completely different stamp nothing to do with that description.
    When I first received the email I did feel very stupid and careless. However having gone back to the page I feel it was deliberately misleading and unless you understood their internal codes then one couldn’t possibly know.
    I emailed them to explain this and asked them to send out what I had already ordered. They replied with an email saying that they didn’t understand my email but then changed their website.
    I printed the screen when I ordered the stamps though so I still have proof of this.
    How do I get them to send me what I ordered?

    Regards
    Russell

    Reply
  • raks 16 March, 3:22 pm

    yes you are. the item was faulty, you should you pay for them to post you something that is faulty?

    Reply
  • Lily 18 March, 6:42 pm

    Hello Russell,
    Unfortunately as it was you that made the mistake they don’t have to send you the stamps that you want. Although you found the site to be misleading the boxes did clearly state which one was self inking. You can email them politely and request that in the name of good customer they exchange the stamps for you but I’m afraid they are not legally obliged to do anything.

    Reply
  • Lisa Kennedy 30 March, 7:56 am

    I bought a KGB voucher for a chargeable Iphone case. I ordered the item from the supplier Sansim paying the additional postage and it took ages to come and i had serious concerns about the supplier. However eventually it arrived and the item seemed fine. However after the first full charge the item was obviously faulty.

    I contacted Sansim several times and eventually they replied. They said that I should return the item to them and i had to pay the return postage as well. However they said that if on receipt they demmed ~i had not charged it properly by some special tests then they would not issue a replacement. Sounds very convenient!

    So I contacted KGB about the situation and they said that they would give me a refund on my voucher with them, but I had to prove I had posted the item back to Sansim and that I would not be reunded the outward or return postage. I disputed this with them as I said how could it be right that through no fault of my own I had been sent faulty goods and was going to lose about £8 and end up with no phone case. KGB said this is in their terms and conditions.

    Reply
  • Mary C 3 April, 9:57 pm

    I bought a fake stretcher as I like the look of the small ones, but still wanted to interchange with other earrings I own. The fact it is classed as a “fake” stretcher, I would take it to be the usual width of earrings. However, these were 1.6mm instead of the usual 1.2mm. This was not stated when I bought the earrings, and as I don’t want to change the width of my peircings much at all (it hurt trying to put it in, then I realised, and I change over earrings regularly so it would be stretched and would shrink back lots, causing pain as I re-stretch it) even though earrings are noted as non-returnable, would I be able to argue my case? I think it’s pointless having it when it’s not fit for purpose, but I guess the place would kick up a fuss about me trying to return it.

    Reply
  • A.Moffat 10 April, 11:39 am

    Hi Lisa K ,

    On the back off the gift card there should be some terms and condidtions on it. This is the case on new look and was the case with peacocks gift cards. If it says nothing on there then check the conditions on the companys website if there is nothing on there then go back to the store where you were told you could not use the card if you still have it and ask to speak to who is incharge. Tell them the story also take evidence of the companys terms and conditions if you produce them there and then then there will be no faffing about regarding them finding them. If you get no further with this then get in conctact with head office they should be able to shine some light regarding this situation.

    Reply
  • Lesley 12 April, 9:19 pm

    I paid my catalogue account on line have been doing for years.
    Anyway I somehow sent the wrong amount, (although I am sure I did not) I think I clicked to pay my minimum which was £20 but they closed the account taking out over £300.
    Contacted bank there is nothing they can do.
    I cannot afford for that amount of money as I am on ESA and receive £99 a week, no friends or family to help.
    The automated reply they sent gives no amount only a ‘thank you’ for your payment.

    I cannot prove one way or the other if I made a mistake, or they took the lot.
    I fear writing to them – will result in nothing.
    Please is this a situation I have to live with.
    Would not mind but I am now into my overdraft because of this, and no other payment to come into account for 2 weeks.

    Reply
  • James 17 April, 2:32 pm

    Hi I purchased two items off the bornonthestreets website on 02/04/12 shortly after I received an email saying Thank you for shopping with Born on the Streets.com, your item(s) will be dispatched immediately and will arrive within 7 days, its now the 17th and my items still haven’t been dispached I have emailed the company twice and received no reply I have phoned the company they told me the items would deffinetly be dispached by 13/04/12 but they still have not been. I am starting to loose patience with this company as the customer service is poor and on there website they boast a next day delivery service witch is not true atall, please could you tell me if there is anything I can do about this. Thank you.

    Reply
  • Anon 20 April, 10:45 pm

    Hi, I’m just wondering if you could help me. I have previously bought a hairdryer which has recently stopped working, however, the hairdryer came with 3 years guarantee so is still covered. When I took it to the store, they did not have the same product in, and offered me an exchange for another electricial item – which I did not require. Am I entitled to a refund if this is what I want? The item was bought 2 & half years ago, & is covered under guarantee for another 6 months yet. Something tells me I am entitled to a refund if they cannot offer a direct replacement, please advise? Thank you

    Reply
  • Simon Hillan 22 April, 12:36 am

    I have got a mobile phone on a 2 year contract. Within a few days of having it, it developed a fault of keep rebooting. I reported this to the manufacturer, and was told they would pick the phone up and fix it but if they found nothing then I would have to pay to get it back. I ended up taking it back to the o2 I got it from.I was told that because it was over 28 days they sent it off for repair. They had the phone 5 days. When back it seemed ok, but the problem started again within 2 days. How many times does the phone have to be faulty before I can get a new one and the only phone you get offered is a really old one and you even have to give a deposit of £20. Can I not demand a better replacement? Thanks for any help you can give
    Simon

    Reply
  • liza watt 22 April, 12:18 pm

    i bought a table from a store, and asked them to hold it for me until my house was built, that was 14 months ago, the house is no finished but i no longer want the table. can i ask for a refund?

    Reply
  • Jenny smith 23 April, 4:21 pm

    I had a kitchen fitted by wickes builders, 10 years ago. Although looked after, in a very, scrurry state. At the end of cupboards, paper coming up and away from wood. At the time I did not know, it was made of MDF. I was never told. Could this still be under guarrantee. I must admit I did not expect to have to be changing my kitchen suite already. Is there anything I can do? Regards Jenny smith

    Reply
  • Jay 25 April, 7:35 pm

    Hi wondering can someone advise please?

    I purchased a tent and on the first camping trip of use (within 7 days of purchase), the window/door has torn all the way from top left to bottom right and a wind stabalizer has come away at the seam. I contacted the supplier and they are saying that as this is due to “storm” damage (as I told them that I found this damage after the weather had turned during the night, my words exactly) that it is not covered by warranty and that I have to pay for the damages which will be approx £170.

    I responded that as their website states “all-weather
    performance is guaranteed” and “Wind Stabilizer System – for maximum stability that has been tested to the limit in the utmost windy conditions. The tents have been tested to achieve minimum 9 on the Beaufort Wind Force Scale” etc, that this product is not as described, fit for purpose or lasted for a reasonable time then I should be able to get this repaired at no cost to myself under the Sale of Goods Act.

    They have replied back stating “weather or storm damage is not covered by the warranty of the tent. This is an industry wide policy, as a tent is a temporary structure.” and “The features indicated on the website have been designed to help with the stability of the tent during pitching, not make it indestructible.
    Most retailers and manufactures indicate that a tent is not covered for storm damage and is, like ours, written into the terms and conditions available to view on the website before and after any purchase” and “as there was no comment of any problems occurring when the tent was first pitched and leading up to the night during which the damage occurred. This would indicate that the tent was free of any defects and performing as expected”, that I have to pay for costs of repair!

    I had also advised them that since this damage upon unpacking the tent and pitching in garden to clean that I found further slits/rips in the creases of the windows where the tent had been folded for packing.

    Am I ok to pursue this? any advice greatly appreciated Jay

    Reply
  • louise j 10 May, 10:38 pm

    I recently had a company from the yellow pages come and pick up my laptop as the charging jack had broken. They quoted me a max of £45 to get this fixed. After 2 days I called and they said it had been fixed but it was £60, I wasn’t happy about this but just wanted to get it back. They brought my laptop back and later that evening when I tried to use it half the keys didn’t work and the disk drive was jammed and would not eject. I called the company straight away who refused to knock anything off the price. They said they could take it back in to look but never showed up. I’ve since taken it elsewhere and was told they had wrecked my disk drive and put the laptop back together incorrectly. I had to have a new disk drive installed which meant more money. What are my rights regarding this?

    Reply
  • Ryan Evans 14 May, 6:49 pm

    Hi, I bought a laptop from Idealworld.tv on 23rd March 2012, it was delivered on 2nd April 2012, and had developed a fault, after speaking with the manufacturer, they advised it is faulty. I called Idealworld.tv to return the laptop on 28th April 2012 (it was less than 4 weeks old), and was promised a refund. They collected the item on 2nd May, on 7th May I was advised it will take around 10 more days for a refund as it hadnt yet been processed. on 11th May, I was advised it had been sent for repair. This was not an agreed solution between myself and the seller, they decided to do it of their own back. They returned the box and accessories to me, which turned up today, but I declined delivery for it to be returned to sender.
    They stated they can only issue a refund on goods upto 14 days old, but this apparently does not affect my statutory rights.

    As they can not replace the item due to lack of stock, and its been reported faulty for more than 50% of its short life span, is it not my legal right for a refund? as previously promised?

    Reply
  • Phil 20 May, 11:54 pm

    I bought a £50 Cross pen today at John Lewis. When I got home and opened it to see again I discovered that part of its lid was broken off!

    Before buying, I examined and tested a few display pens, with the help of the saleswoman, and chose one for purchase.

    Then from underneath her table she got a supposedly proper, new pen of the chosen design for me, it was put in an unsealed box, opened and I could see the pen, and was free to examine that particular pen.
    I didn’t bother to check if the “new” item from stock was broken! Why would I expect a new item at a shop to be visibly damaged?

    Does this mean that fraud was legal or can my story validate a return/replacement?

    Reply
    • Phil 20 May, 11:55 pm

      (the pen was put with the broken part of the lid facing down, so I could not see it without removing the pen from the box)

      Reply
  • lee r 23 May, 7:36 pm

    I’ve just noticed this website.
    I know it’s a really old comment but re: S.W. Large Nov 13 2008. It’s a shame they never asked in writing for the product. However they should have got their money back. Difficult one to prove but iy you specify what you require and the product does not match. ie. you asked for a specific brand and a specific perfume therefore the alternative given to you is NOT suitable and is therefore not deemed to be fit for purpose under the Sales Of Goods Act. You problem is proving that’s what you asked for but it was incorrect to say you were not entitled to a refund.

    Reply
  • Steve Coath 24 May, 10:06 am

    I purchased a computer system in 2009 for my son.
    Last month he started getting a message “Imminent hard drive failure”. the next day the computer refused to start.
    I contacted the manufacturer who had me connect the drive to my computer to run their own diagnosis. They confirmed the drive was completely dead but was within warranty.
    They informed me I had to return it to the seller which I duly did.

    The seller has now sent this back to the manufacturer and are saying it is nothing to do with them as they have fulfilled their responsibility by returning the item.

    I believe the seller should replace my item and obtain a replacement for their own stock from the supplier.

    Who is right here?

    Reply
  • michelle 28 May, 5:05 pm

    hi i was wondering of anyone could help, last month i paid off my mobile contract and ordered a new phone after 2 weeks of things going wrong i canceled the upgrade and sent the mobile back to them , i then asked for a refund, which they agreed to once they received the mobile, but it is now 3 weeks later and every time i contact them they keep putting me off by delaying the refund, is there anything i could do or say to them to speed up their response? or are there steps i could take legally to report them for their behaviour?
    thanks in advance

    Reply
  • Bella 31 May, 2:39 pm

    I moved into a flat yesterday (I paid 6 months rent up front, not usual but from my savings) and the noise from the pub beer coolers ( i think) was incessant and i could not sleep. I hadn’t noticed it when looking around. can i pull out even though i signed a tenancy agreement and paid the money by bank transfer yesterday?

    Reply
  • loulou 2 June, 11:17 pm

    I bought a TV from brighthouse and it kept breaking. They eventually took it back and have given me a loaner until it gets fixed. This was 6 months ago and they now say it can’t be fixed so I’ve to keep the loaner. Problem is it’s not the same TV and is a piece of crap and I’m still paying it up.

    Reply
  • Miriam pincombe 7 June, 8:23 pm

    I recently bought a jacket from the above for 90.00. The jacket arrived with a note saying i could return for a full refund within 7 days. It wasnt what i expected so i returned it. I waited a few days for the refund. I emailed enquiring about it…no reply.. This eveing i receive an email saying i had been Refunded 70.00.. I emailed again asking why 70 and not 90. Received an email saying the jacket had been worn had deodrant marks and a collar mark and was creased. I emailed asking for a number to talk about this..no reply.. I rqng the numer on the website spoke to the lady tried to explain myself and she hung up. I rang back twice and no rply.. Have emailed twice and no reply… Also meant to say i didnt even try the jacket on as i didnt like the lining..

    Reply
  • Simone 10 June, 4:21 pm

    Hi – advice needed please!
    I bought a bridal dress from a shop that was ex-sample for £575 – just under half price. The dress was described as ‘in need of a clean and tidy up’ so minor faults only. The dress was satin with an applique lace overlay, quite ornate. When I got the dress home, I looked at it again after 5 days to see what needed tidying prior to cleaning(v busy weekend!) – I’d just given it a once over in the shop and trusted the shop to point out anything major. I was happy with the loose threads etc, to be expected. I then discovered a 3 inch tear in the lace on the behind that they had repaired (badly) and it was coming unravelled. I was furious they hadn’t pointed out something that was significant and had been concealed like this – it was not pointed out despite me trying it on twice. They urged me to consider a repair which I said I would think about and they approved me taking the dress to my sister’s to look at for an opinion (she was a dressmaker). My sister unpicked the very bad repair they’d done to get an idea of what was needed. The verdict was that she could patch and disguise it at best. I returned it to the shop, unhappy with taking the dress,and felt aggrieved they didn’t tell me before buying the dress. They have refused to give a refund saying they never do – which Trading Standards have taken up as that is against the law – but it seems the law could be on their side as my sister unpicked what they had done (although you can see where it had been stitched initially). They think I should have expected this kind of damage and that it’s acceptable, and think they’re doing me a favour offering a repair. They are insisting I was happy with the dress and I should accept a repair. A credit note is of no use to me as I tried other dresses in my price range and have had to purchase another dress (my wedding is Sept!). I will not be wearing the dress and fear if I take it with a repair and try to sell it on, I will get half of what I paid, at most. As a rule, the moment you mention this type of damage or repair, however well done, brides won’t touch it without a significant saving. I would like to take this to small claims as I really need my money back, but trading standards tell me it’s down to what the judge thinks. I really feel unsupported by the law if they can force me to accept a repair when I’d be unhappy wearing a repaired dress for my wedding day. (I’m 42 so this will be the one and only time!!) I’ve written the necessary letters and they don’t admit to any wrongdoing and are accusing me of changing my mind,and saying the damage is minor. This is ruining what should be a nice time planning my wedding, I’m so upset by their attitude. If I ask for a partial (say 50%) refund plus the repair, I know they will refuse, but do I offer that as a choice anyway to show I’m being cooperative? This is a nightmare and I wish I’d never tried it on – indeed I wouldn’t have if the damage had been pointed out so I’m doubly angry. Please advise!!

    Reply
  • steven mwiinga 1 July, 7:57 pm

    I am a Zambian and bought a used tipper truck from one of the used/second hand vehicle dealers in UK. When I received the vehicle at walvis bay port in Namibia I experienced oil leakages from the truck. The oil leakage was continued and had to constantly top up all the way. After driving for about 150km the propeller shaft dropped. It appeared the coupling had a problem which was worked on but not properly secured. This made it difficult for us to repair as it was in the bush. We tried our best the following day to have it secured. In simple terms I had a lot of problems with this truck and I contacted the dealer who seems not to be interested in my complaints. Is there a way I can follow this to be assisted? So far I have spent over 2000 pounds in repairs and logistics. I can forward you the mails and pictures of the problems on the truck.
    Please advise

    Reply
  • umer 12 July, 1:04 am

    hello, basically i hired these roofers and decorators and they are giving me a hard time and hes designing my house like it was his own hes telling me wha the sink needs to be like what my bathroom should be like what my bedroom should be like and its got to he point were im scared he might do the job badly if i say anything now. what do i do now?

    Reply
  • John 14 July, 8:34 pm

    Hi, I purchased an LG HDTV 2 1/2 years ago and last week the screen stopped working, sound is ok but no vision. I took it back to Comet’s today with no expectations that I’d get anywhere on 1st try. The salesperson/supervisor told me that I’d have to get an independant evaluation before they would even consider the case, is this the case? It seems stupid to get a tv repairman just to confirm it’s not working.
    Thanks.

    Reply
  • Julie Waite 29 July, 1:05 am

    Can anyone help me please? Nearly 4 weeks ago I took my desk top to the local computer shop as it was running slow. They said they would “clean it up” and instal additional memory which they did. I paid £130 and took it home. Although the computer HAD speeded up I was unable to get onto the Internet due to a loose bracket, then was unable to access previously used sites etc. I also lost the use of outgoing email! It has since been in 3 more times and the owner of the shop has visited my home once but each time they touch my computer another fault occurs and I cannot use my computer as I did before. Am I entitled to get my money back?

    Reply
  • Ane 16 August, 2:50 pm

    Bought a bag from tk maxx 2 weeks ago and the zipper has come off. Unfortunately I didn’t keep my receipt. I spoke to them and they said its my problem cos they can’t do anything without a receipt basically even though I still have the original label for the company that makes the bag which has an item number that can be used to trace the transaction, they still refused to help

    Reply
  • Christopher Peacher 24 August, 10:25 am

    My wife and I purchased a bamboo woven wood basket around christmas 2011, after using it to hold our wood for our wood burner over the next few months, we left it in the corner next to the hearth, and put a chair in front, as we did not want to use the wood until the next cold spell. it has sat there for 2 months without being moved, but we now needed to clear the corner where it sits, to tidy up. on inspection we saw mounds of dust at the foot of the basket, and have discovered that it is due to a wood destroying beetle, that has laid its eggs within the bamboo, and these have now hatched. As we live in a mostly wood built bungalow, how do we now stand if we are infested with this beetle and it damages our timbers and floors. We are still waiting to hear from the store as to where these items where made. Regards C.Peacher

    Reply
  • Caroline 25 August, 10:23 am

    We have an apartment in Cyprus that we rent out. In this instance we agreed rental with Client A (+ guest). Payment was eventually made via a PayPal account of a different person (they have confirmed that they had agreed to the use); the accommodation voucher was sent out to Client A (10 days before departure), the following day the PayPal account holder contacted me to request a refund a ‘she had not been paid by client A).
    The PayPal request for payment, clearly stated that the money was ‘non-refundable’ due to there being on;y 10 days to departure. Do I have a legal obligation to refund?

    Reply
  • Mai 5 September, 4:01 pm

    Hi I’ve recently purchased a dress and I didn’t notice that it is see through underwear and all until I tried it out at home with a brighter lighting! I haven’t cut the tags and I still have my receipt and its within the 14 day, will I be allowed a refund? And I’m in Australia does the law apply differently to the UK?

    Reply
  • john griffiths 6 September, 6:15 pm

    a supermarket offering hot roast belly pork at £5.75 per kilo refused to sell me 3/400grams. I am a pensioner and live alone and can neither eat or afford a piece of meat too large.What are my rights?

    Reply
  • sam 19 September, 9:02 am

    Hi ya Kelly im having same sort of problem. Had a contract phone 3 weeks ago I hate the phone it does work the way the women said.. Now there saying I can only have like for like exchanged but I doe want the same one. Looked into and just like U were totally within our rights under the purchase of goods act 1974..

    Reply
  • adele 19 September, 11:13 pm

    I bought some hair extentions off a hairdresser who claims to be trained in the inserting of them. She bought the hair and put them in my own hair for £150. In 4 days the hair became unmanagable, thick, knotty and then it started to dreadlock. Brushing wasnt helping it would just pull the extentions and rip my own hair out with it – i lost about 25 in the end. i asked her to come sort it out, she didnt turn up 1st day with no word. Second time she claimed the new hair she’d re-ordered to replace had come in the wrong colour and then when i finally said i wanted them out – after a mere 7 days, she told me she didnt have time and i had to get my friend – who is male to stand taking them out with my own pliers from under my sink.
    I want to know how i can scare her into a refund so i can go get them done again with someone who knows what they’re doing.

    Reply
  • jayme 20 September, 10:15 pm

    hi what are my rights with currys bought a laptop at christmas got a 12month guarantee and in august it started playing up so took it back and they sent it off to samsung they had it for 3 weeks and when it came back it still had the same problem when i got it home so took it back the same day and got told they would phone me when they could get through to samsung and am still waiting what can i do please?

    thank you

    Reply
  • Lauren 27 September, 4:59 am

    I bought an NFL jersey online and a few days later got an email saying that it was not in stock would I like a replacement. I said no, I would like a refund. They proceeded to tell me that it was international so the bank would take a 5% fee. Now, I have SCOURED the website. There is not one single statement that some items may be out of stock and that you’d lose 5% if so. There’s no warning AT ALL. Is that legal?

    Reply
  • Mayank 2 October, 12:33 pm

    I had a very bad experience with burton card. My payment was due on 11th Aug. I paid the full payment on due date. I have a travelling job so I normally come back to my home once in 1-2 months. When I got home this time, I found two late payment fees from burton for 24.37 £. I complaint them on support email that I didnt get any email or notification for this. Normally I get an email. I got a reply to call a 0844 number which carges 10p per min. I called this number and requested them to revert back this late payment as I have not been notified and I paid my last charges fully on due date. The customer support lady told me it takes 3-5 working days for bank to send this money. I got angry and paid the fees and cancelled my card and dropped them email to take action againsted this issue and bad customer handling and charging unnecessary delay payments.

    Please help how can I get refund.

    Reply
  • Shenan 5 November, 8:56 pm

    Hi, I am going to be purchasing a laptop for my daughter for Christmas. The laptop will specifically be for “The Sims 3” gaming franchise. She has shown me a laptop which she is positive will play all of the games, but in the unfortunate matter that it doesn’t, what will be our rights? Obviously we would only want an exchange, but will we be able to get a credit note or an exchange for a more suitable product, even if it has been used to check the games will install correctly?
    Thanks

    Reply
  • David 8 November, 1:56 pm

    Hey, I bought an XBOX 360 game from Game’s online store *(www.game.co.uk) on 10th October 2012. I contacted them on 25th October as it had not been delivered and their website states “it will be delivered within 10 working days (not including Sundays)” which would have been 22nd October. I was offered a replacement or refund, of which I took the replacement. They placed the order in on 26th october, and was shipped 27th. I contacted them today (8th November) and they said that 10 working days would be the 9th November. After I politely complained that I was dissatisfied, the representative gave me a £5 reward card bonus as a good will gesture. If the game has not arrived by 12th, and this will have been the 2nd time it hasn’t, can I demand a refund or will I have to wait for another replacement?
    Cheers in advanced

    Reply
  • Mary Maguire 19 November, 1:31 pm

    I had a house fire due to an Indesit tumble drier. I contacted the firm who sent a replacement drier and collected the old one. They then sent a loss adjuster to assess the damage. They later deided that the appliance was 12 years old, in response to this I supplied them with a proof of purchase to say that it was 3 years old at the time of the fire. After this they decided to have the appliance tested by forensics who said though there was no way of proving what started the fire,even though it was the only appliance in the vicinity and the fire service cited it as the cause of the fire. They stated that there were missing components and wiring which made it hard to say what started the fire.

    Reply
  • stacey 23 November, 8:36 pm

    Can you help? i bought a sofa nearly 2 years ago and it was sold as seen the spring has come out and there appears to be a big lump in one of the seats it wasn’t like this when bought the shop is now saying it was sold as seen but it wasn’t in that condition when i bought it!!
    Where do i stand can i get it sorted or changed or am i going to have to spend again i only got 70 pounds off the sofa in the 1st place????

    Reply
  • Kelly 24 November, 4:41 pm

    I brought a kitchen from interior home designs of rossendale, they had a advert in the local newspaper, when the kitchen was delivered we noticed that they had designed a unit for under the sink that was to big, they sent 7 of one door and 7 of another and we did not have any draw fronts.
    i have made several attempts to contact the company but they leave me on hold for hours at a time, when i call from a different number they pick up stright away. what can i do now because my kitchen is like a building site and i already paid them £1350 in cash

    Reply
  • Nikki 28 November, 12:20 am

    hi i have recently had a contract phone in the last month and it is faulty it is isn’t what it say’s in the description what is my statutory rights on this can i exchange the handset for 1 that does match its description or am i wasting my time many thanks.

    Nick.

    Reply
  • James O'Keith 4 December, 11:32 pm

    Hello,
    It always amazes me that people turn their noses up at MDF products. The furniture you bought would have been the absolute best for the price you paid. MDF is a fantastic product and can be tougher and longer lasting than real wood. If you didn’t know it was MDF and have a phobia of MDF, perhaps you should have asked when you bought your kitchen.
    As for the vaneer / paint peeling off, this is normally caused by excess moisture, steam or grease in your kitchen. It would not normally be covered by any manufacturers warranty.
    Sadly it is the consumers responsibility to look after the product rather than the manufacturers responsibility. It would be nice if we could not bother to be careful with our products and let the manufacturers solve the problems for us.
    However, we can not.

    Reply
  • Annabell19 9 December, 1:18 pm

    I recently bought a chest freezer from comet, I understand that because they are in liquidation they are accepting no returns or refunds but the information they stapled to my receipt about their liquidation also said this does nt affect my statutory rights.
    I got the freezer home, put it on for the amount of time stated and on the booster setting for 4 hours as instructed, nothing happened! When I returned home the freezer was still warm inside?
    After trying again from the start, we phoned up comet who refused any responsibility for the purchase and passed me on to the manufacturer who then said they aren’t having anydealinings with comet customers and passé us back over to comet! After much annoyance I kept phoning and phoning trying to find other options and they sends a repair man out (in good gesture for my persistance) who looked and said the freezer hadent been put enough gas in which requires a specialist, so he wrote his notes sent it off, but I am not expecting any more men to come out, it has been a week with no more contact from them?
    I was wondering if anyone could advise me on what to try next? As in my opinion they are in the wrong, I didn’t break the item (the repair man confirmed) it was never right when I bought it? Therefore they sold me faulty goods and should repair or replace surely? Please help?

    Reply
  • Sam 10 December, 2:29 pm

    I bought a dress in the summer from Roman Originals for a wedding. I have only wore the dress once and decided to get it dry cleaned this month (as per the instruction on the dress). The dry-cleaners sent a letter back with the dress saying that they have followed instructions and the beads have melted on the dress.
    Am I able to claim a refund so long after buying the dress as I don’t have a receipt any more? Roman are still selling this same dress.

    Reply
  • Lorraine 17 December, 3:48 pm

    Hi I bought goods from Sports Direct online – their courier company Yodel have lost the package – I am now out of pocket and need to wait 10 days for them to investigate it and refund me – is this correct should i need to wait because of their incompetancy?

    Thanks

    Reply
  • Mick 30 December, 3:46 pm

    we bought our son a Luigi costume(Mario & Luigi) for a fancy dress party tomorrow(new yrs eve).When we called the shop asking for a suit for an 11-12 yr old they said they had one and would save it for us behind the counter.We travelled 10 miles each way to collect it and when we got home our son tried it on(he is an averaged sized 11yr old) and its about 3″ to short and its not even the proper Luigi costume but just a pair of blue dungerees and a green t-shirt,they say they will ony give a credit note.Am i legal entitled to a cash refund,Thanks

    Reply
  • Kristy 20 January, 3:48 am

    Hello,
    I have started a school course and am currently halfway through.
    On the school website it states “no other school in Australia offers a job after graduation” but when I asked teachers and staff no one would give me a straight answer apart from “no we don’t do that here”.

    I am wondering what my rights are as to say you state you help so help or to even get a full refund or part refund.

    Any websites that give all information or someone to call would be great.

    Thanks

    Reply
  • skon58 31 January, 5:43 pm

    hi i bought an android/tablet on 12/11/2012 for my granddaughter xmas gave it to her xmas morning after 16 days the sound went i returned it was told they would look at it (12/1/2013)they sent it back to the factory how long before i am entitled to a refund

    Reply
  • RACHEL 26 February, 3:01 pm

    Hi I bought a sofa of the website on finance from DFS sofa company and when it arrived it was a lot darker than the website showed,I contacted DFS but they said all computers show up colours on computer screens different which i know but the sofa arrived about 3/4 shades darker which is not the colour I wanted. I asked if they could change for a different colour or cancel the finance and they said NO do I have any rights on this matter.

    Reply
  • Sehairrr 27 March, 9:16 pm

    As you signed a contract, you have to abide by its rules which means that no you will not get refund or the sofas for a reduced price
    unless in the contract it says that if your product (your sofas) are delivered at a later date then you will have the sofas price reduced.
    All the information should be in the contract if you were given a copy if not then you can say you never had a copy in which case you may have the right for a refund or have the price for the sofas reduced.

    hope this helped, good luck and sorry if it was too late of a reply
    [enjoy the sofas :)]

    Reply
  • Lee Bragg 5 April, 9:30 am

    I have put a deposit down on a used car with the sale being subject to making a few repairs to the car first. If I decide not to go ahead with the piuchase as one of the faults has not been rectified, can I get my deposit back? The order form states that deposits are not refundable, but am I covered by the Sale of Goods act, or anything else?

    Reply
  • Izabela 27 April, 10:51 pm

    Hi!
    I have bought my first converse shoes in Schuh, I put them on, went out for 2 hours and on the way back I have noticed that the soles ( rubber parts covering the toes) are of different size. The difference is not that big although visible and once I have realised it, it it really bothers me! I went back to the shop the very same day and I wanted to exchange the pair for the one that is not faulty, the lady saw the difference and said that since I was wearing them outside there is nth she can do about it because she will not be able to sell them again. Why do you wanna sell the faulty shoes to somebody else?!!! Do I have a right to have them exchanged?

    Reply
  • Jane Miller 19 May, 6:05 pm

    I bought my daughter an Asus laptop from Currys for Christmas in 2012. The wifi card needed replaced after three months and a month after that the hard drive needed to be replaced. Again the lap top is no longer connecting to the internet unless the cable is connected so it looks like the wifi card has gone again. We have asked Curry’s for a refund now due to this laptop being faulty and not fit for purpose but Curry say they can only send it back to Asus and there’s nothing they can do. Is this correct? Do they have no obligation to refund our money as our contract is with them? Or is it the case that we are now stuck with this laptop which is untrustworthy and will probably keep on developing faults which Asus will just keep fixing until the guarantee runs out?

    Reply
    • Lee 2 July, 1:03 am

      Your contract is with Currys not with Asus. Given the amount of problems you’ve encountered I would definitely say it’s not of satisfactory quality and ask for a refund (possibly partial refund).

      If they disagree just quote them the Sales of Goods Act 1979 that the item must be free from defect (it isn’t), of satisfactory quality (it is not) and therefore you request a refund or you’ll take the matter further.

      If you paid by credit card even better just take the matter up with them and say you want a refund as they are equally liable under the Consumer Credit Act 1974 section 75.

      Reply
  • Nicole 21 May, 11:42 am

    I purchased a buggy off an online baby store as they had a special offer on where you get the matching change bag and rain cover free (worth £80-90 together) I was supposed to recieve all items within a month, and I did recieve the buggy, but not the free items. I have had difficulty getting an answer as to where my outstanding items are, and now after almost 2 months they have said that the rain cover is on its way but the change bag has been discontinued by the manufacturer so I will not get that.

    I don’t think it fair that I went with this company because of the offer and as far as I was concerned I had purchased all the items I needed, but now have to still wait longer for one part and have to go out and pay another £60 for a bag. If I had known it would come to this I would have gone to a company that have a local store should I have any problems and would have given me extended warranty.

    I’m awaiting a call back from the manager (though half expecting that I will have to try calling them again as they have been hurrendous with keeping up contact) but in the mean time- do they have to offer me another product or cash/voucher alternative?

    Reply
  • Natasha 30 May, 9:35 pm

    I purchased a second line at an EE store following the receipt of a text from T-Mobile advising me that an additional line would cost £10.50. I purchased the line on the 16th May 2013 on behalf of my partner the phone required (HTC) was not in stock but was convinced by the sales rep that the Samsung Galaxy Acer 2 was a more durable phone so purchased it accordingly. My partner did not like the phone and subsequently decided to utilise a pay as you go line. I was not advised at the point of sale that the EE store did not exercise a change of mind 14 day policy which is written on the back of their receipt which was conveniently stapled to my contract. I called T mobile on the 29th May 2013 to cancel the line, they sent me to the store who advised me that they do not process refunds unless the reception or handset is faulty. I was advised to call T-mobile who have stated that some EE shops have this policy and there is nothing they can do and I will have to retain the line and phone. What happens to my statutory rights in situations like this?

    Reply
  • andy 1 July, 11:48 am

    we purchased 2 sofas from dfs in oct 2012 within 6 months 2 of the arms had to be repaired the upholsterer was sent out to ours the repairing was done with 2 flimsy pieces of wood i complained to him that we found the quality of sofas extremely poor hes response was there not made by dfs also after he had left we found several staples left in my carpet . we complained to head office only to be telephoned by our local store to ask what the problem was ,they arranged a different upholsterer out to inspect our sofas he said he would take note of everything we had said and relay it back to the store manager we then had the store manager come out to look at sofas and air our views on the quality of them which was a complete waste of time as he defended dfs even though he could see problems in my sofas we now have had another arm on sofa break which needs repairing which i now am refusing to have done as i just want them to takethem back as we have had to take time off work for these visits along with paying out alot of money for sofas that are very poor quality we was told by store manager if they took them back we would be charged and he said contact furniture ombudsman but we are not willing to pay £125 for an inspection i also asked the store manager why has head office got a complaints dept when all they do is refer you straight back to your local store he said because he has the final decision on everything i will never ever recommend dfs to anyone all i want is my money back surely we have this right as theres a 2yr warranty on them ? does anyone know if we can go through visa to stop payments ?

    Reply
  • Abbie Christina 1 July, 11:38 pm

    Hi , DFS are a very dodgy company to begin with I know different people who have had issues with them. On your case DfS have sold you a product with a 2 year warranty ad the small print does not say that this particular case is except then they legally have no leg to stand on as this is a contract they have entered with you. I would seriously advise that you check the small print of your agreement with them and highlight any key points to them, you could then say to them if you don’t get the results that you want that you will go to the consumer watchdog with this complaint. You can also get advise from the citizens advise centre and the law centre , Good lUck

    Reply
  • Lee 2 July, 12:58 am

    @Andy
    First of all it depends when the sofa went faulty. If it’s over a month but within 6 months then it would be assumed you’d had use of the sofa and would then not get a full refund. You’d at best get a partial refund.
    However as it failed within the first 6 months they have to prove the item in question is not faulty. It clearly was as they tried to repair it. The repair would have to be also be of satisfactory quality and it would appear this is not the case.
    It makes no difference about the quality of material as DFS are the ‘supplier’ and it is with them you have the contract so they are duty bound to resolve the issue.

    If you are now over the 6 months?? then this changes the rules. Now the onus is on yourself to prove the item is faulty. What you can do is ask DFS to inspect the sofa for free or get an independent report as the ‘burden of proof’ now lies with you. Tell DFS that if they do not inspect the sofa for free then you will have an independent report carried out and if the item is found to indeed be flawed then you will be invoicing them for the report under the Sales of Goods Act 1979 as the sofa is ‘Not of satisfactory quality’.

    If you paid by credit card you could take the issue up with them directly and demand a partial refund under the Consumer Credit Act 1974 section 75.

    Reply
  • andy 2 July, 7:14 pm

    hi thanks for the reply our sofas have got a 10 yr warranty on frame and springs and 2 yrs on everything else i have pointed all this out to the branch manager to be told theres nothing wrong with my sofas ! no because i had them repaired !!! only for another arm to break , i am not prepared to have them keep coming out repairin my sofas i rang the customer care no which is a complete waste of time so if anyone thinks they will help dont bother . I STRONGLY RECOMMEND YOU DONT BUY YOUR FURNITURE FROM DFS …

    Reply
    • Lee 2 July, 10:43 pm

      If the other arm is broken then it is clearly faulty and under the SOG Act they have to put it right. It’s a legal obligation.

      Did you puchase these with a Credit Card? If so claim against the Credit Card company they’re equally liable (under the Consumer Credit Act 1974 section 75) If you look on the WHICH website there are template letters to claim.

      Reply
  • Rachel m 3 July, 12:04 pm

    My daughter is enrolled in an acrobatics class and we pay the fees by term. My daughter has decided she doesn’t want to return and I’ve just paid next terms fees. I’ve asked for a refund but they ve refused. On what grounds can they do this? I tried to do the right thing and pay early and now they won’t refund. What can I do?

    Reply
  • Carole 28 August, 7:00 pm

    My daughter bought a Hauck buggy system from an online retailer in March 2012 (her midwife said to buy stuff early!) and her son was born on 26 August 2012.

    After using the buggy for approx 6 weeks she was not happy with the brakes – they actually came off while she was travelling on a bus which I’m sure you will agree was dangerous.

    They contacted the supplier who told them the buggy only had a 6 month warranty and advised them to contact Hauck who ignored them. Some 10 months later the matter was still not resolved so they contacted Hauck again. This time they offered to pick up the buggy and inspect it. This they did BUT they also repaired it against our wishes and attempted to return it to us. By this time the baby was 11 months old and my daughter had had to buy another buggy several months earlier (one which has a 24 month warranty!)

    My question is do ‘Statutory rights’ supersede the manufacturer’s warranty and if so how long do statutory rights last?

    Reply
  • Toma Bacic 29 August, 12:52 pm

    I would like to report that I have been misinformed at Europcar car rental company, on two counts by the company employee:
    1) We rented a car for two weeks last year at company office in London and were very pleased with the service. Therefore, we wanted to rent a car again from Europcar. We booked a car that we were to pick up on Friday, 16 August, at Heathrow Airport and bring back to Heathrow the next morning. After talking to the company employee at the Heathrow Airport office, we were told that we could drop the car off nearer to London centre which was more convenient for us. Also the employee offered us to pay additional insurance. During the extensive talk, the employee never mentioned the exact prices for the insurance and dropping the car off at another location but used “small amount of money”. Afterwards, he handed over for my signature a card with minuscule letters and numbers. I am aware that I signed the document but, given that I had talked for very long with your employee prior to that, I thought it was fine to
    trust him that the sums involved were “little”.
    A day afterwards, when dropping the car off at the agreed place, I was shocked to see that the amount to be paid was much higher (over 8o pounds as compared to the 50 pounds mentioned by the employee day before) than the employee had mentioned.
    2) Furthermore, I said that I wanted to pay in cash but the employee
    told me to sign the card mentioning my credit card “for security
    purposes only” and that no money would be deduced from the card and
    that I would be allowed to pay in cash upon dropping the car off. When returning the car, the money had already been withdrawn from my credit card and I had no opportunity to pay cash or to voice my complaint.
    I believe that my statutory rights have thus been seriously violated. Although I was very happy with the car and advertised price, I believe that, unless this is resolved in a more satisfactory manner, I will never return to use Europcar service and I will certainly not be able to recommend you to anybody.

    Please inform me about the manner in which this situation can be
    resolved.
    Thank you very much and kind regards from Zagreb
    toma

    Reply
  • Brian 19 September, 4:56 pm

    I bought a brand new car it us now 7 months old
    I have had a recurring fault with it which has resulted in it
    Being taken back 3 times for repairs at the dealership
    The fault has occurred again – what rights do i have to replace car
    Or get refund?

    Reply
  • Libby 23 October, 9:22 am

    Last year I bought a puffer winter coat from Zara.

    I exchanged my first coat for a second as within a few days as the inside pocket has already ripped. I have therefore held onto my receipt incase anything else might have happened.

    This winter I wanted to wear it again. I wanted to refresh it, so I followed the manufacturer’s instructions for washing the coat and placed it in the washing machine at this temperature and cycle. It has completely lost its shape and warmth!!!!

    Even though it is a year old, I followed the instructions on how to was it. According to shop’s website, I have 30 days for an exchange. Do I still have any rights for a return?

    Reply
  • Paul 29 October, 6:13 pm

    Around 1 month ago I had a new ‘made to measure’ blind fitted in my house at an agreed cost of £400.
    The blind was supplied and fitted as instructed. However, after the fit we notcied that the bottom of the blind was not closing properly. We contacted the company who sent out a fitter to correct the problem. The fitter said that he could see the problem but could not correct it and he would need to send out the person who makes the blinds from their company. He cam out a few days later and although tried to fix the problem agreed that he wasnt able to. He also agreed that we should ask for some refund as the blind (even though stated as made to measure) does not fit the window and when closed can be seen through from the outside. I again contacted the compant who then insisted on sending out their ‘top’ fitter. The top fitter turns out to be the person who also makes the blinds – the person who had already been out! When he arrived he again said there was nothing he could do. Again I have contacted the company to put my case over that the blind is not fit for purpose and I have given them a fair amount of time to rectify. On that basis I want a refund of my £400 or I large discount given that I would be able to purchase a ‘non-made to measure’ product for less than half of the price and paid to have that fitted!
    On both accounts they have refused and offered £50 back, which I have refused.
    I have asked that the manager contact me but as yet has not.

    any advise would be helpful.

    thanks

    Reply
  • Jill 4 December, 12:56 am

    I placed an order with an online print company and paid using credit card. I then had to supply artwork to them in order for them to proceed. I accepted their terms and conditions at point of payment but immediately after this I realised that the print job was no longer required and I contacted the company to cancel my order. They are telling me that I accepted their terms and conditions and will therefore not get a refund. Can they do this?

    Reply
  • Terry 27 December, 11:13 am

    I placed a £3000 bid on the wrong item on an auction on the website I bidder, and won the item but I do not want it, the company have sent me an invoice and I have said I do not want the item, buit they are saying that I have entered in to a legal and bidding contract, do I have to pay for it ?

    Reply
  • Lesley Tagg 12 January, 11:30 pm

    I purchased a bed yesterday 30th December from Dreams in Birstall. Within 2 hrs of purchase i realised that the bed may be too big for the room available. I went back into the store and the assistant measured the bed for me. I said that i would go home and check the size of the room again but thought that it would be too big. If this was the case could i have a full refund? The assistant said not, that as the item was in the sale and that i had purchased in full their policy was to only issue a credit note and that i would have to choose something else in store. The main reason for choosing this particular bed was because of the under bed storeage so would this be classed as UNFIT FOR PURPOSE? The reason that the bed did not fit was because i had not allowed room for the leather headboard and leather at the base of the bed making it 6 inches longer than a normal sized small double bed. I informed them the same evening that the bed would definitely not fit. I was told to go into store within the next few days and look for an alternative bed. Do they have the right to insist on me having a credit note and not a full refund. Should there not be a cooling off period especially as i have not actually taken delivery of the bed and informed them of the situation within several hours? Also i paid £677.00 for the bed and mattress, what happens if i did choose another bed and it did not come to the full value could they give me a credit note for the difference, in which case i would probably never spend it as i would not need to purchase anything else from the store? Please help!!!

    Reply
  • rob cable 20 January, 6:11 pm

    my wife purchased a mobile phone from phones 4 u, the phone went faulty after 38 days when she returned the phone to the shop they indicated 35 days had lappsed, the phone is not insured. does the statuary 12 months warrantee cover this phone or has, as the shop stated the 35 days is too late to get it repaired
    does this stand?
    regards

    Reply
  • Rudy.P.Maya 3 February, 2:46 pm

    I’ve just had Hilary Blinds fit four windows with shutters. The shutters have marks on them, the fitter took a few photos and wrote in his report it was the paint finish. HB’s have wrote to me saying after viewing the report there are only a few minor blemishes and that they are closing the book on the matter. The sample shown did not have any marks on them and i expected the same of those fitted. They are refusing to send someone round for a second opinion with me there. I have asked for the report and had no reply. I have asked what will happen if there is a problem with the shutters during the 12 month warranty again no answer. How far can i take this problem, were do i go from here to the Obudsman? Please help.

    Reply
  • Sandie 3 February, 4:24 pm

    Bought an Indesit Washing Machine from Argos last March within 3 weeks of it arriving it developed a fault, that was repaired but by the end of June two more parts were replaced. I contacted Argos they said it was Indesits problem Indesit said it was Argos eventuall Argos contacted me and said as the machine had been repaired and was now working that was acceptable but as a token of goodwill sent me £30 of Argos vouchers and Indesit agreed to extend the warranty by three months I was not happy with this decision and felt the machine should have been replaced, however last month the machine failed to move from wash onto a spin and rinse cycle, engineer came and the motor was faulty. This is totally unacceptable of a machine under a year old, I now want a replacement machine.

    Reply
  • Emma Anderson 5 February, 8:40 pm

    I have a problem with my phone provider I have a orange phone which I purchase for my daughter the problem is been faulty twice and for a third time orange are offering me a 4 year old phone down grading the same contracts I am paying but carphone warehouse where I purchase the phone will only take it in for repair ?

    Reply
  • Patricia 12 February, 4:06 pm

    I bought a washing machine from a shop last week. The machine supplies little water (eco type). When I was speaking with the shop assistant when purchasing I asked if it supplied plenty of water as I have skin problems and he pointed up to a certain level, which I was happy with. On using the machine which was delivered on Sunday, it used very little water and I was not happy with the wash. I went back to the shop and asked if I could exchange for one which supplied more water & better wash and pay the extra if any. They said no & phone for an engineer to come & have a look. I did and a couple of installation chaps came today & said the machine was working as it should, with minimum amount of water. I now feel as though I have wasted my money.

    Reply
  • stephen 18 February, 11:55 am

    Hi i bought a freeview set top box from argos 27/01/14 noticed i was exempt from 30 day guarantee , i paid for this on my visa/debitcard can i claim full refund , thanks

    Reply
  • sarah townsend 18 February, 9:26 pm

    We brought some slates, which are rusting. We have been offered a cash sum of money in full and final settlement. But it also states at the end of the letter – your statutory rights are not affected. What would this mean in these circumstances?

    Reply
  • Jaqui Buckley 19 February, 10:45 am

    I bought a box set of DVDs beginning of November (bought as a Christmas present) through an e-seller on Ebay. After Christmas one of the discs was found to be faulty. I contacted the seller (mid January) who said they would send a replacement. I haven’t received a replacement and have tried contacting the seller several times since – been ignored every time (phone number they supplied on Ebay was a fake). Contacted Ebay directly, they can not do anything as it is out of their 45 day time scale.

    What rights do I have?

    Reply
  • cath 26 February, 12:41 pm

    I pawned jewellery in Dec, the shop has been robbed in feb and my item was stolen what rights to compensation do I have, it was a 9ct ring 14.1g I had it for 47 yrs a present for my 18th birthday of my mother a lot of sentimental value

    Reply
  • kathleen daggett 5 March, 2:31 pm

    Bought a pair of earrings as a present and they seem to be odd.
    The shop a seven day return policy for returns and faulty goods.
    Have I got any rights to return as was not told this at time of purchase.
    And I also told the shop that they were a present.

    Reply
  • Martine 21 March, 6:03 am

    I bought a satnav from Argos – the volume is very poor – it’s just over a month old – do I have the right to exchange/refund it? Thank you

    Reply
  • patrick 27 March, 8:40 pm

    i purchased a shower tray and fittings approx 4 years ago a few weeks ago i noticed cracks appearing in one corner. i noticed on line that this tray had a 5 year guarantee . i contacted the retailer , who informed me they had contacted the distributor and i would be receiving a phone call from their Rep., as yet no contact with this or any Rep., after 3 weeks, this person has been contacted at least 3 times. There has been no mention about the manufacture as yet. What should i do, what rights do i have.

    Reply
  • Archie 31 March, 11:03 pm

    I recently bought an item that was 18+ when I am seventeen now. I am 18 in a few weeks so I didn’t think it would arrive when I was 17. I was told I was too young but now they are saying because I ordered it, I have to pay a 25% restocking fee. Is this avoidable or even legal?

    Reply
  • Heather 4 June, 8:38 pm

    This is going to sound completely odd…but I have a question… If you can please help me understand why this is taking so long. I have a home in Montana and have sold it…with the understanding that the final date for paper work would be on may 21, 2014. I completed all things required by the appraisal on the 16th of may and am/was fully moved out of the house the 15th of may. The buyer began moving in the 17th. The issue I have the documents on the buy sell are still not completed… I now am to make another house payment the 4th of June… For a house sold in April… And document not completed…for a house that I have been out of for 19days….what are my rights….please help me thanks!!! Heather Lovshin

    Reply
  • lorraine agnew 5 June, 9:31 am

    Received over bed unit from catalogue and paid for their service to have it built up. When being built up the joiner damaged the display shelf which in 4 places. He took photos and said a new part will be ordered. Over 2 weeks later i received email saying the part cannot be ordered on its own and will i accept 10% off the price. I phoned them and said the offer of 10% was ridiculous and they offered 15% which i still think is ridiculous (the item is now on sale for 130.00 less in the sale). They then said that i would need to order a whole new unit and pick out the shelf part then arrange returning the unit which would cause me significant inconvenience as i would need to take more time off work and store the large packages while waiting on them being collected. Plus i would not be getting it at sale price as i am exchanging it. I dont know what to do…..think if i was offered a reasonable discount them i would keep the damaged one. How much is a reasonable discount for damaged goods ?

    Reply
  • sian davies 6 June, 6:28 pm

    had engineer out to look at dishwasher boooked through service.net, said needed new part, paid for part and labour over four weeks ago now everytime i phone they have a excuse or promise to come out and don’t turn up what are my rights can i get money back to call out someone else

    Reply
  • Joan Shakespeare 24 June, 11:52 am

    Bought nearly £2000 of electrical goods from an electrical shop. Realised (after the 30 day period) that the ceiling lights were too yellow and wanted to exchange them for whiter ones. Shop said we had to pay a re-stock charge of £60 to exchange. Is this correct? Not happy.

    Reply
  • Stuart cameron 27 June, 8:36 pm

    I bought a signed keegan shirt at auction . It came without any authentifacation certificates . I complained and the seller said if I wasn’t happy , to send it back for a full refund , when I agreed to that he said , he couldn’t and wouldn’t . I hVe all the emails as proof of what he said . Should he refund me

    Reply
  • Sheila Noons 3 July, 4:48 pm

    My daughter bought a second hand car for £2,400 just over 3 months ago. It only had a 3 month warranty &not long after it was up, the electric door on the passenger side stopped working. Today she has paid £285.00 to get it fixed (not by the original dealer) who is really liable for this?

    Reply
  • Norman S Warran 4 July, 6:39 pm

    We had a Drive and Skirting around the House Tarmacked by A Jones and Son in July of 2013 and for the last 12 months we have been trying to get Jones and Son to correct the problem of splitting.
    We have sent at least 3 letters to his home, we have even been to his home address and spoken to his Wife who promised action, and we have stopped when we have seen him doing work for others but he still has not come back to corrected the problem regardless of his promises.

    Reply
  • mr g roper 5 July, 3:08 pm

    I recently purchased a new bouncy castle over the internet on inflating it i discovered two holes along the seams of the slide where the stitching had not quite pulled together i contacted the supplier who asked for photos which i supplied after a week of emails as thier was no phone number i asked for an exchange not a refund he said as long as it inflated its ok but it did not say to expect holes in the advert had it i would not have purchased it ( its for my grandsons birthday) what are my rights

    Reply
  • nils 25 July, 8:44 pm

    hi there

    I have purchased a pair of Nike trainers, free to run junior size 5 from JD SPorts and only worn them a few times before they started aggravating my feet quite abit, and getting a blister on the first day I wore them. I walk a lot and need comfortable trainers for walking and the gym and to my disappointment even though its been a few months since I had the trainers JD Sports are very unwilling to give me a refund or exchange which is very disappointing indeed as I spent £55 on them and now need to get another pair of trainers which do not cause my feet problems. I have also a knee injury which also affects my body so what I wear on my feet is very important. So despite me complaining several times to JD customer services they refuse to offer me a full refund or offer me an exchange still. If I knew they would be rude and unhelpful I would have not have bought my trainers from them. Still trying to fight to get my money back from them somehow.

    Reply
  • Ray Kelly 26 July, 4:40 pm

    I bought a DAB car stereo from Halfords 2 years ago,it was playing up a couple of months after I bought it and I got an exchange.It is now playing up again,it won’t eject my cd and the USB port has stopped working.Do I have any rights for a refund,partial refund or free repair?I still have the receipt.

    Reply
  • John Glover 27 July, 7:57 pm

    Hi, I have paid for an item from a retailer in Northern Ireland (Nigel Ohara) and the item is no longer manufactured by Casio. I paid using PayPal and they have said they can keep my money for 28 days. Is this right. They were advertising a watch which they could not deliver (no longer manufactured)

    I have asked them for a refund and they said it would be last week, they did not.. As far as I can see, if this is being done to thousands of people on line, then who needs to sell anything. the profit is in everyones money that they are holding on to. I also do not recall agreeing to any terms and conditions at the time of the sale. I just added to basket and paid using paypal. I honestly do not know what their issue is. I gave them money for a watch, they don’t have the watch to sell me anymore, why don’t they just give me my money back. Anyone know about this, are they right?maybe its me.

    Reply
  • vani 31 July, 8:54 am

    hi,

    I booked a car yesterday (they told 7 day money-back grantee), i signed in the purchase of the vehicle on a special condition that on subject to John hues finance, finance is approved now, I am single earner, so definitely that to very low pay, so after long thought i decided not to buy a car now. so i told i am not in the position to take vehicle now, but they said i have to take it by any how if the finance what they arranged was not satisfied, i have to arrange some other finance and should take it, what shall i do now? kindly help me to handle the issue.

    Reply