The Sale of Goods Act makes reference to ‘the seller’, this is the shop, the retailer, or the individual you bought it from, and is who you made the contract with. It is not the manufacturer, and don’t let the shop tell you otherwise! If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty. Even after this 6 month period, if the item breaks down prematurely , you should always go back to the shop or retailer in the first instance.
Your statutory rights under the Sale of Goods Act take precedence over and above any warranty or guarantee you may have with either the retailer or manufacturer. It is misleading for a shop to tell you they can do nothing simply because their warranty or guarantee has run out, because you will still have your statutory rights. See our section on guarantees and extended warranties for more info.
Common Complaints
- They say I’ve taken ownership so it’s my responsibility
- Do shops have to give me my money back?
- It’s second hand – do I have any rights?
Hi!
I bought a pair of climbing shoes from an online sports retailer. One shoe developed what I believe to be a fault, the other is completely fine, very little wear and tear. The fault is the rubber has become detached from the toe and is peeling away. I contacted the retailer within six months citing section 14. They say it is normal wear and tear and they won’t replace the shoes. Is there anything I can do? I will have to have the shoes resoled after just 6 months of use one a week or once fort nightly.
Many thanks,
Emma
The 6 month proviso is referenced in the Sale of Goods Act 1974 I believe and does not cover goods that are not fit for purpose.
Hi,
I bought a samsung note 4 the february 2015 and since then I went 3 times to Samsung support software repair and so on. Today both Samsung and three (the company I did a contract 12 month with) refused to give me a replacement saying I signed up only for repair. Is there anything I can do? I dont want a phone that need fixing every 3 months, I either want an exchanve or a refund.
Thank you!
Hello, I got a watch from the watchshop to get repair because it was faulty. The main crown of the watch was broken. I send every single part of the watch to shop and after 3 months of waiting they send me the watch back without the crown saying that I didn’t send all the parts from the watch now I know for sure that I send everything and it’s my word against them what should I do?
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changed Mobile provider to BT mobile (I work for them) after nine days pressed home button screen cracked. phoned BT to at least get repair told screen not covered under warranty. Surely covered by my statutory rights
hi just received my new corna sofa after waiting 3 months from scs
when it came it is the wrong way should of been left to right so it will not fit in my living room
the delivery men spoke to the woman in the show room and she tried to say it was my fault that i amended the order
why would i change a order that would not fit load of rubbish,the customer service is a disgrace going to speak to her in person see what they have to say.
I bought a tv from pc world 10 months ago. It is not performing properly at all. When I go through the pc world customer service number I press buttons with the automated phone line asking what the product is and then the brand. When I press sony (which is what my tv is) it says something along the lines of all problems with sony TV’s have to ring sony directly as they sort out any issues. Is this right?
Thanks
Joe
I bought an AEG tumble dryer from Currys at the end of June. It was delivered on July 2nd. Due to fine summer weather I did not begin using it until the end of July when I discovered it did not work properly, the clothes remaining damp after the end of programmes. I tried all combinations of programmes then contacted AEG’s repair people. The enginner said it was the gas compressor, a big job and recommended a new machine. Currys are flatly refusing this and said it was up to AEG to produce a Return Authority notice which they told me they do not have with Currys. Currys are still refusing to either change the machine for a new one or refund the cost of almost £500 saying it’s beyond the 3-momth period for that. I pointed out it was brand new and still well under the year’s guarantee.
I’ve subsequently written managers of both Currys and AEG and so far have not received a reply. All I get from the store is the offer of a repair which I’ve refused as I was sold a machine which was never fit for purpose and feel if I accept a repair I will never get this problem resolved the way I want.
PLEASE CAN YOU HELP?
I bought a pre registered so brand new Vauxhall antara from a Vauxhall garage last month, and within 20 days it caught fire, the garage has said it’s a Vauxhall issue as it is a wiring issue, Vauxhall UK say I have to claim on my insurance!! How can this be true? It is an manufacturing issue and they won’t investigate unless my insurance say yes to the inspection, my isurance are not interested at all. Please help as I think Vauxhall UK are fibbing me off
Bought a TV from a catalogue,after 4 weeks it will not switch off, so every time I want to turn it off I have to unplug it from the mains. When I rang them they told me I have to return it to the manufacturer.In the end they agreed to pick it up and send it to the manufacturer.Were do I stand now.
i recently bought new windows from a company who had them manufactured by a third party . at the time of sale we were told there might be one or two finger joints in each window when the windows turned up they were entirely made up of finger joints at least 20 in each window i immediately complained and they say they cant do anything for us until a rep from the manufacturer comes out . this has been going on for three weeks now am i within my rights to reject the product i have told the company if they had told us the windows would be entirely jointed we wouldnt have bought them.mike
I bought a watch which retails for £1200/ £1300 last nov.took it to a reputable jewellers to have links removed.when the watch was worn the links would come apart. More than several times went back to the shop who said it must be a manufacturing problem.i told them its a brand new watch not been warn and the fault was theres and they were to contact the manufacturer direct. Watch was given to the shop to resolve this issue in May 2016.it is now 13 oct and i am still waiting for my watch. They have never made contact with me and it is me who constantly rings or goes directly into the shop for a update stating i want my watch either replaced or money to go purchase another one. They blame the manufacturer stating they do not reply to there emails and have no contact number for them. They tell me because the watch was not bought direct from them they can not refund my money. I have told them should my watch be fixed it will not be the same as to what i bought it and will be devalued and i will have lost 1 years warranty/guarantee as they made my watch faulty. Why should i as a customer loose out for there mistake. This watch was a 16th birthday present for my son and he has not been able to where this watch. I have been very distressed and upset by this. The customer service given has been appalling. Can you advise how i complain as i dont want to take back a watch that has been tampered with even though its gone back to the manufacturers via the jewellers. Should the watch develop issues i will be out a year as the jewellers made the watch faulty. It is alot of money and the jewellery shop think its fine to have it repaired and nothing will go wrong. They miss the point that it was a brand new watch given to them to remove the link and made it faulty by there incompetent service. Do i have rights to get my money back for the value of this watch and compensation for the distress and inconvenience they have caused me and my son.
8 Mounths ago I bought and laptop, and it’s keep crushing; the seller told me they won’t give my moneys back because of those shop’s terms and conditions.
Last month I had a problem with the mousepad and I was at the seller; guess what: it was a software problem; before trying to fix my laptop they put it over another one; yes that was in the shop right in front of me; and now when I tried to pack my laptop for a traveling I’ve noticed a little difference between left and right: the lid looks now like a ramp; when I called the seller to ask my money back because my laptop is keep crushing and he had once changed the motherboard; wlan; display and videocard; now they must replace the carcase and all electronic components damaged by them. The customer service told me it’s the protocol to not giving me my moneys back, because the laptop is licensed; and they doesn’t give refunds for licensed products; and when I said: But for a preinstalled OS there are terms and conditions from Microsoft; and the seller told me: I don’t give a fuck about this; you won’t have your money back; if it’s damaged we’re sending it to the service…
What should I do now; in my country the customer care is good at nothing. I’ve asked my money back in less than 6 months; but the seller was telling me: NO REFUNDS.
P.S.: My laptop is from Asus.
I bought a TV it developed a fault. It was outside its 1 year manufact warranty. I CONTACTED THE DEALER, I GIVE THEM A LETTER, stating the soga 1979 and my stat rights and did all that I had to. The 14 days are now past. What do I do
My sons xbox one which was purchased Xmas 2014 cost £350 has just died! We have contacted Game (the store we purchased it from) they said they can’t / won’t do any thing so to contact Microsoft xbox which we did but they said nothing they can/ will do? Do we have rights its only just 2yrs old?
I was bought samsung galaxy A5 2016 and after next day i will use headphone but the headphone is not work properly i think headphone was faulty bt i try many samsung headphone it was same then i was understand that the handfree jack was faulty i m going to shop nd the retailer says that its service centre warranty we r doing nothing i m going service centre and they r recive my phone i m going daily bt they r says that tomorrow nd tomorrow nd 10 days fall they was say that we r put a new jack bt the prblm is not solve nd the prblm is in the motherboard and we r replace motherboard so that the samsung phone 1 day old phone was everypart faulty my money was waste i m so dissopoint choose sansung phone
we bought a digital camera online from Argos which is supposed to be 20 mp and assured to produce quality digital photos however once out of the packaging it seemed more like a toy than a real camera and I wasnt very happy with its quality – i tested it in the house and it did take photos but not particularly good ones and when i tried to use it long distance at an event (the reason i had bought the camera) it was impossible to focus even with the zoom and the picture quality was awful so I just gave up – I took a photo with my phone (basic blackberry) and comparing the two the phone photo is miles better! My husband took it back to Argos but they refused to give him a refund as it has been opened and used and is not faulty. They said they can test it but if no fault is found then they cant give a refund. My argument is that whether there is actually a technical fault or not the camera is of very poor quality and is not what it claims to be – can i quote statutory rights to claim a refund? In order to know whether a camera is of good quality or not I had to use it and in this case tear open the plastic wrapping as there was no box.
my son bought me a LG 32″ TV £ 375.00 A few weeks the screen when black, sound was fine, so he got
in touch with L.G. Customer service, they asked for his receipt and where he had bought it, he told them he had lost them and that it had got three weeks left before it had 12 months were up he had the serial
and model number, they told him to take the plug out then then hold the red button under the centre
for 30 seconds or more, plug the TV into a main socket and that should reboot the set, this was done
but nothing happened. he has been in touch with L.G. NOTHING what should I do, my son
told me, don’t bother with them, but it’s my birthday present from him. i’m his 72 year granddad.
what am I to do, sorry its long winded but some info is better than nothing please advise. thanks guy’s.
Hello
I bought a Lazyboy suite 2 years agofor £4577 and the top coat is coming off making it look really poor. I have had a rep from the insurance to view it and he has said its colour loss and is not covered. SCS have referred me back to Lazyboy who want £60 to inspect it. I have been back to the branch and the manager just kept saying ‘its over a year old so we dont guarantee it. Where do I stand in consumer law as I would reasonably expect something of this cost and quality to last more than 2 years