Cannot return faulty item

Author
Discussion

JumboBeef

Original Poster:

3,772 posts

176 months

Monday 31st August 2015
quotequote all
On 17th June I ordered a backpack picnic set for £48 from a very very large and well known on line retailer (not eBay). It was delivered on 19th June, and I was happy.

I didn't use it until July and all was good and enjoyable.

I used it for the second time about a week ago. After use I discovered one of the straps was coming loose at the top/stitching coming undone.

I have today logged into my account to see about returning this product. It tells me:

"This item is no longer eligible for return. The return window closed on 19 Jul 2015."

In the return policy, it says:

"For some products sold directly by xxxxxx.co.uk, if they're covered under a manufacturer's warranty, you may have the option of having them repaired by a third-party repair service provider who is authorised by manufacturers to repair their products. If your item is eligible for repair, you'll be offered this as an option in the Returns Support Centre and you'll be able to send the item directly to the third-party repairer."

This option is not offered.

So, are they telling me to foxtrot oscar? I paid nearly £50 for something used twice which has failed within three months. Surely this isn't right?

Thanks.

PurpleMoonlight

22,362 posts

156 months

Monday 31st August 2015
quotequote all
You are still covered by the sale of goods act which required the item to be fit for purpose.

It the straps are already coming apart the retailer should be given the option to repair or replace.

Email them accordingly.

footnote

924 posts

105 months

Monday 31st August 2015
quotequote all
Doesn't sound too serious - why not get the sewing kit out and fix it yourself - save a load of aggro.

JumboBeef

Original Poster:

3,772 posts

176 months

Monday 31st August 2015
quotequote all
footnote said:
Doesn't sound too serious - why not get the sewing kit out and fix it yourself - save a load of aggro.
Let me have your address and I'll send it to you wink

Personally I want something costing £50 to last longer than two uses.....


WinstonWolf

72,857 posts

238 months

Monday 31st August 2015
quotequote all
Five minutes with some decent thread will have it better than new smile

JumboBeef

Original Poster:

3,772 posts

176 months

Monday 31st August 2015
quotequote all
Pistonheads: sewing matters.

photosnob

1,339 posts

117 months

Monday 31st August 2015
quotequote all
JumboBeef said:
Pistonheads: sewing matters.
It will take you no time to fix it. Or you can spend a lot longer sending emails and calling. Amazon will probably take it back eventually. But it will be a faff.

I think you have decided now Summer is over you no longer want it, and you are kicking up a fuss to get it taken back. I use Tesco/Sainsburys as lending libraries for ps4 games I want to try... So I'm not going to hold that against you. But say it for what it is.

JumboBeef

Original Poster:

3,772 posts

176 months

Monday 31st August 2015
quotequote all
photosnob said:
I think you have decided now Summer is over you no longer want it, and you are kicking up a fuss to get it taken back.
Nope. I want a replacement, not a refund. I bought a decent one (there were many cheaper) as I want it to last years.

footnote

924 posts

105 months

Monday 31st August 2015
quotequote all
Look at it this way... at least you now know the flaws with this particular item - some strong thread will make it better than new.

If you send it back and get another - after hours of emails and post office faff and general annoyance - and the replacement may have the same problem - or perfect stitching and dodgy zips!

At least yours has no problems on the zip front!

Looks like it had to carry too much weight than it was made for - but strong thread will rebuild it - better.

If you want a job done well...

camelot1971

2,698 posts

165 months

Monday 31st August 2015
quotequote all
If you email Amazon with the details and that you are unhappy they will almost always replace or refund without question. They have always had excellent customer service when I have used them smile

WinstonWolf

72,857 posts

238 months

Monday 31st August 2015
quotequote all
footnote said:
Look at it this way... at least you now know the flaws with this particular item - some strong thread will make it better than new.

If you send it back and get another - after hours of emails and post office faff and general annoyance - and the replacement may have the same problem - or perfect stitching and dodgy zips!

At least yours has no problems on the zip front!

Looks like it had to carry too much weight than it was made for - but strong thread will rebuild it - better.

If you want a job done well...
Yup, just think of it as an upgrade biggrin

TooMany2cvs

29,008 posts

125 months

Monday 31st August 2015
quotequote all
JumboBeef said:
On 17th June I ordered a backpack picnic set for £48 from a very very large and well known on line retailer (not eBay).

In the return policy, it says:

"For some products sold directly by xxxxxx.co.uk, if they're covered under a manufacturer's warranty, you may have the option of having them repaired by a third-party repair service provider who is authorised by manufacturers to repair their products. If your item is eligible for repair, you'll be offered this as an option in the Returns Support Centre and you'll be able to send the item directly to the third-party repairer."

This option is not offered.
Did you buy it FROM Amazon, or did you buy it from another retailer THROUGH Amazon?

craigjm

17,907 posts

199 months

Monday 31st August 2015
quotequote all
TooMany2cvs said:
Did you buy it FROM Amazon, or did you buy it from another retailer THROUGH Amazon?
The OP never mentioned Amazon

btcc123

1,243 posts

146 months

Monday 31st August 2015
quotequote all
Looks to me that you have put too many bottles of champagne in the picnic bag and instead of using both shoulder straps you have only used one and put too much strain on that particular strap.

I would have thought as you are a Paramedic it would be no problem to stitch it back together as you must be pretty handy with a needle.

Edited by btcc123 on Monday 31st August 12:38

Chrisgr31

13,440 posts

254 months

Monday 31st August 2015
quotequote all
I am trying to decide whether £50 is a lot for a picnic bag and am inclined to the view that whilst it might not have been cheapest its still not expensive. Reality is that these days it is difficult to get well made products as they are all made for the lowest price.

However I would try emailing the retailer to see what they say, once they have considered your email you'll know the options. I'd certainly be inclined to repair the existing item as then it will be strong enough. Any replacement won't be!

TooMany2cvs

29,008 posts

125 months

Monday 31st August 2015
quotequote all
craigjm said:
TooMany2cvs said:
Did you buy it FROM Amazon, or did you buy it from another retailer THROUGH Amazon?
The OP never mentioned Amazon
Not in quite so many words, perhaps.

Burwood

18,709 posts

245 months

Monday 31st August 2015
quotequote all
I've read on PH that Amazon is the worlds best retailer in regards customer service.

JumboBeef

Original Poster:

3,772 posts

176 months

Monday 31st August 2015
quotequote all
Thanks.

I'll drop them an email and see what they suggest before I start on my own Frankenbag...

Drumroll

3,738 posts

119 months

Monday 31st August 2015
quotequote all
Had problems with a staple gun I had brought in May off Amazon I contacted them via their "chat" option, did it at 20:10 last Wednesday and the replacement was delivered the following day. No hassle and having looked at the transcript of the conversation (you get the option to have an email of the "chat") I never really explained the problem to them.

Can't fault that for service.

Exige77

6,518 posts

190 months

Monday 31st August 2015
quotequote all
JumboBeef said:
Pistonheads: sewing matters.
Think of it as Lady's version of welding.