Faulty goods exchange refused, best excuse ever.

[RonA]

I refurbished our bathroom just before Xmas & one new item was a soft close wooden toilet seat. Noticed yesterday the seat had cracked in two places.
Having found the receipt went back to shop to get it exchanged. Somewhat taken aback by the sales assistants comment they couldn’t take it back on hygiene grounds. Manager summoned & initially he backed the sales assistant.
Eventually resolved by coming on heavy, emphasising merchantable quality & sales of goods act. Never anticipated so much hassle to get faulty goods changed.
RonA

 

[Justme]

Num skulls.

 

[rtbcomp]

If they're worried about hygiene that's fair enough, I wouldn't take it back but I'd let you have a new one or a refund.

 

[RonA]

If they're worried about hygiene that's fair enough, I wouldn't take it back but I'd let you have a new one or a refund.

That’s initially what I thought they were getting at & offered to take it home for disposal, providing we got a replacement. But that’s not what they meant, just a flat refusal to do anything on hygiene grounds!
RonA

 

[Robotstar5]

You should have said "well I can't wait any longer" then gone and "used" one of their display toilets.

 

[slim_boy_fat]

& offered to take it home for disposal

Rocket stove waiting?

 

[dobbslc]

I had similar once when I returned a duff pair of pipe grips that just slipped onto the next setting everytime I tried to tighten a 15mm compression fitting, crushed my.fingers a couple of times!
Numb nuts on the till said it couldn't have a refund so I told them to get the store manager out, he then said I couldn't have a refund as the "packaging was damaged" so I said well how would I know they were faulty if I hadn't opened them? And anyway they are faulty so you can't just hang them back up on the shelves ! He told me to return them to the manufacturers! I said what part of China should I send them to then? He looked even more stupid then...
I had to quote the sale of goods act and the fact that MY contract was with the store and not some factory in China! I told him as a store manager he should know the basics of the sale of goods act.
Some people are really stupid.
The store was Halfords!
TBF they've been good since and I never saw that doughnut again....
.

 

[CompoSimmonite]

Cracked wooden seats can be painful - as I found out. They look Ok until you sit on them then the crack opens up, your bum slightly sinks into the then open crack and when you get up the seat tries to painfully follow you

 

[indy4x]

Come across the same with Screwfix, dirty water pump DOA, took it back to exchange and they told me they couldn't take it off me on hygiene grounds because it was used but were happy to give me a new replacement. Was a simple fix so ended up with 2 pumps

Same for a faulty electrical shower, no quibble replacement but told to keep the old one

 

[tlovatt]

emphasising merchantable quality & sales of goods act.

As a consumer the Sales of Goods Act no longer applies - its the Consumer Rights Act 2015 - well worth a read so that people can understand what their rights are.

 

[Olderisbetter]

You could have always complained there was a hole in it..

 

[brightspark]

Cracked wooden seats can be painful - as I found out. They look Ok until you sit on them then the crack opens up, your bum slightly sinks into the then open crack and when you get up the seat tries to painfully follow you

was your bum nipping

 

[carbon]

Had problems with a universal seat belt years ago mounted it as per manufacturers instructions and the mounting lug cracked. Took it back only to be told by the store that they wouldn’t do anything about as it had been installed. Ok fine left and wrote a letter to the British manufacturer including the broken part. Received a replacement in the post, store was also contacted by the manufacturer to find out why it was me rather them that had contacted them

 

[colnerov]

You could have always complained there was a hole in it..

...and it was the wrong calibre.

 

[rcx132]

As a consumer the Sales of Goods Act no longer applies - its the Consumer Rights Act 2015 - well worth a read so that people can understand what their rights are.

I only skim read the new Consumer Rights Act but seems to give you much the same rights as the previous Sale of Goods Act, at least the bits that apply to people like us. The only difference I spotted is that Consumer Rights Act no longer requires that you get an engineers report to show goods are faulty. I spoke to solicitor about how the new act would require that I prove goods are faulty, and he said that the usual rules about submitting evidence would apply, so even a video showing the goods are faulty could be submitted as evidence. Basically it means that if the fault is obvious then you don't need to fork out for an engineers report any more.

 

[slim_boy_fat]

I once returned a desk lamp to a 'big shed' place as faulty. I just wanted another as I liked the design, light output etc and told the assistant so. She said she'd have to give me a cash refund, despite what I'd just said.

Me: "No, I just want another one the same"
Her: "But I HAVE to give you a refund".....

This went on for a few minutes, then a queue started to form.

Me: "But you DO have more in stock"
Her: "Oh yes, plenty."

So I gave in and did all the paperwork for the refund. She then disappeared and came back with a new lamp, and gave me £2.70 in cash. When I queried this, she said they were now on offer.......

 

[rtbcomp]

^^I had that at Makro with a faulty telephone, wouldn't swap it so I took the cash and bought another. That failed so I took it back, got the cash and bought a different make.

I bought a monitor from PC World that had an American mains lead, I took it back and asked for a replacement lead, they had them on the display racks. No, I had to swap the whole monitor. The said the leads were "accessories" and a different department.

 

[V6BOY]

For me returning things for genuine reasons is a real hit and miss depends on who is behind the counter.

 

[tlovatt]

I only skim read the new Consumer Rights Act but seems to give you much the same rights as the previous Sale of Goods Act, at least the bits that apply to people like us. The only difference I spotted is that Consumer Rights Act no longer requires that you get an engineers report to show goods are faulty. I spoke to solicitor about how the new act would require that I prove goods are faulty, and he said that the usual rules about submitting evidence would apply, so even a video showing the goods are faulty could be submitted as evidence. Basically it means that if the fault is obvious then you don't need to fork out for an engineers report any more.

Then you skimmed a bit too much, the CRA has significantly strengthened the remedies available with a new 3 tier system and further reduced a suppliers ability to try and get you to contract out of the terms. What can be submitted as evidence of a fault to court has not changed and is not dictated by the CRA but rather the parties agreement or otherwise and court directions. The CRA does however flip the burden of proof for a limited time whereby for the first 6 months (typically but not always) the burden of proof lies with the seller to demonstrate that the goods were of satisfactory quality.

 

[Chillitt]

I used to run a shop that sold some lovely oak and walnut loo seats, one Saturday with the shop full of people, a chap brought a seat back and pronounced loudly and clearly that it was no something use as his something hung over the front of it.