Wickes refund issue
Discussion
I ordered an electric saw from Wickes, item came but sometimes cuts out when you move the cable. I emailed them and told them, they said id need to take it back to a store. I emailed them back saying I had it delivered as there are no local stores to me and want you to pick it up. They are refusing. Any legal right on this as I had it delivered for a reason as the nearest store is approx 50 miles away which I am not driving to.
They are under no obligation to collect it. They have no proof you've not been ham fisted and broken it yourself at this point. If you want it looked at you'll need to take it to a store. Sorry that's not the solution you're looking for but that is the answer and the down side to internet shopping!
Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund but I don't believe they actually have the obligation to arrange this for you.
Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund but I don't believe they actually have the obligation to arrange this for you.
Edited by E36GUY on Friday 31st August 15:48
E36GUY said:
Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund...
Yeah, 'cause they won't lie and say he broke it even if it is faulty once they've got him over a barrel because the appliance is 50 miles away and he's out of pocket!MitchT said:
E36GUY said:
Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund...
Yeah, 'cause they won't lie and say he broke it even if it is faulty once they've got him over a barrel because the appliance is 50 miles away and he's out of pocket!E36GUY said:
They are under no obligation to collect it. They have no proof you've not been ham fisted and broken it yourself at this point. If you want it looked at you'll need to take it to a store. Sorry that's not the solution you're looking for but that is the answer and the down side to internet shopping!
Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund but I don't believe they actually have the obligation to arrange this for you.
I had something similar with Amazon, but their reimbursement policy was 3.50 for shipping, which considering it was a cast iron pot, it wouldnt come close to covering it.Edited to add that if it is found faulty and replaced - or you cancel it for a refund, that you have the right to be reimbursed for the cost of return along with your refund but I don't believe they actually have the obligation to arrange this for you.
Edited by E36GUY on Friday 31st August 15:48
They said to keep it and disposal as I see fit as it was faulty.
Tips for getting a complaint dealt with
Courtesy of Which
Act quickly. You have 30 days from taking physical ownership of the goods to claim a refund for a faulty product; after this time you may be offered a repair or replacement.
In the first instance, write to the customer-services department politely and objectively, so you have a written record as evidence. Then escalate if you're not happy with the response.
Quote the relevant laws.
Say what you want to happen - refund, explanation or apology.
Say what you will do if not satisfied with the response, such as going to the relevant ombudsman or small claims court.
Do I have to pay to return a faulty item?
If your item is faulty and you need to return it, you don't need to pay postage costs for the return of the faulty item.
If you are asked to return an item that arrived damaged, not as described or faulty, the retailer should refund you the total cost of the return.
Courtesy of Which
Act quickly. You have 30 days from taking physical ownership of the goods to claim a refund for a faulty product; after this time you may be offered a repair or replacement.
In the first instance, write to the customer-services department politely and objectively, so you have a written record as evidence. Then escalate if you're not happy with the response.
Quote the relevant laws.
Say what you want to happen - refund, explanation or apology.
Say what you will do if not satisfied with the response, such as going to the relevant ombudsman or small claims court.
Do I have to pay to return a faulty item?
If your item is faulty and you need to return it, you don't need to pay postage costs for the return of the faulty item.
If you are asked to return an item that arrived damaged, not as described or faulty, the retailer should refund you the total cost of the return.
Is it within 30 days? Have you read the T+C's on their site and followed the process?
"Alternatively, you can arrange for the faulty or defective Product to be collected by e-mailing customerservices@wickes.co.uk or by telephoning us on 0330 123 4123 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund".
"Alternatively, you can arrange for the faulty or defective Product to be collected by e-mailing customerservices@wickes.co.uk or by telephoning us on 0330 123 4123 with your order number and details of the product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund".
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