Advice needed in obtaining a refund
Discussion
For Christmas just gone, my daughter bought online, a bag for the wife which has broken twice now but the vendor is refusing to provide a refund, only offering to repair or a credit note.
The bag was ordered on the 25/11/17 and arrived within 2 weeks (my daughter cannot remember the date), at the end of February the vendor was informed that one of the straps had broken; the strap had come away from the main body of the bag, the vendor asked for it to be sent back for repair, my daughter sent it back and was informed on the 16th March it had been repaired and would be sent back, my daughter received the repaired bag on the 23rd March.
The bag broke again in the same place, my daughter informed the vendor about this on the 25th May, she didn't hear from her so nudged her my e-mail on the 27th and finally heard from her on the 29th, she was asked to send it back for investigation and was refused a refund as the "purchase was made over 6 months ago", my daughter ordered the bag on the 25th November which was exactly 6 months from informing about the second issue, however she didn't take delivery for another 2 weeks.
My daughter sent the bag back on the 1st June but it arrived back this Thursday 21st un-repaired, however my daughter thinks she may have made a mistake with the address so it was returned to sender, she sent it again on Friday 22nd.
The amount is only £75 but we don't want the bag back and my wife has now bought another as she needed one for her work so couldn't be without, we have lost faith with the craftsmanship and just want a refund, so any advice about how to do this will be greatly received as slthe vendor is being arsy.
Thanks
The bag was ordered on the 25/11/17 and arrived within 2 weeks (my daughter cannot remember the date), at the end of February the vendor was informed that one of the straps had broken; the strap had come away from the main body of the bag, the vendor asked for it to be sent back for repair, my daughter sent it back and was informed on the 16th March it had been repaired and would be sent back, my daughter received the repaired bag on the 23rd March.
The bag broke again in the same place, my daughter informed the vendor about this on the 25th May, she didn't hear from her so nudged her my e-mail on the 27th and finally heard from her on the 29th, she was asked to send it back for investigation and was refused a refund as the "purchase was made over 6 months ago", my daughter ordered the bag on the 25th November which was exactly 6 months from informing about the second issue, however she didn't take delivery for another 2 weeks.
My daughter sent the bag back on the 1st June but it arrived back this Thursday 21st un-repaired, however my daughter thinks she may have made a mistake with the address so it was returned to sender, she sent it again on Friday 22nd.
The amount is only £75 but we don't want the bag back and my wife has now bought another as she needed one for her work so couldn't be without, we have lost faith with the craftsmanship and just want a refund, so any advice about how to do this will be greatly received as slthe vendor is being arsy.
Thanks
Aside from sending more emails demanding a refund by X date and starting MCOL when that date passes, there isn't much you can do. Could the credit card company step in at this stage? I don't know.
Depends on how far you want to push, and how much time you plan to invest in this, but personally I would send one more assertive email suggesting the MCOL route, post an accurate review and move on.
Depends on how far you want to push, and how much time you plan to invest in this, but personally I would send one more assertive email suggesting the MCOL route, post an accurate review and move on.
HTP99 said:
For Christmas just gone, my daughter bought online, a bag for the wife which has broken twice now but the vendor is refusing to provide a refund, only offering to repair or a credit note.
The bag was ordered on the 25/11/17 and arrived within 2 weeks (my daughter cannot remember the date), at the end of February the vendor was informed that one of the straps had broken; the strap had come away from the main body of the bag, the vendor asked for it to be sent back for repair, my daughter sent it back and was informed on the 16th March it had been repaired and would be sent back, my daughter received the repaired bag on the 23rd March.
The bag broke again in the same place, my daughter informed the vendor about this on the 25th May, she didn't hear from her so nudged her my e-mail on the 27th and finally heard from her on the 29th, she was asked to send it back for investigation and was refused a refund as the "purchase was made over 6 months ago", my daughter ordered the bag on the 25th November which was exactly 6 months from informing about the second issue, however she didn't take delivery for another 2 weeks.
My daughter sent the bag back on the 1st June but it arrived back this Thursday 21st un-repaired, however my daughter thinks she may have made a mistake with the address so it was returned to sender, she sent it again on Friday 22nd.
The amount is only £75 but we don't want the bag back and my wife has now bought another as she needed one for her work so couldn't be without, we have lost faith with the craftsmanship and just want a refund, so any advice about how to do this will be greatly received as slthe vendor is being arsy.
Thanks
These suggest that the vendor misunderstands his/her obligations under the CRA 2015.The bag was ordered on the 25/11/17 and arrived within 2 weeks (my daughter cannot remember the date), at the end of February the vendor was informed that one of the straps had broken; the strap had come away from the main body of the bag, the vendor asked for it to be sent back for repair, my daughter sent it back and was informed on the 16th March it had been repaired and would be sent back, my daughter received the repaired bag on the 23rd March.
The bag broke again in the same place, my daughter informed the vendor about this on the 25th May, she didn't hear from her so nudged her my e-mail on the 27th and finally heard from her on the 29th, she was asked to send it back for investigation and was refused a refund as the "purchase was made over 6 months ago", my daughter ordered the bag on the 25th November which was exactly 6 months from informing about the second issue, however she didn't take delivery for another 2 weeks.
My daughter sent the bag back on the 1st June but it arrived back this Thursday 21st un-repaired, however my daughter thinks she may have made a mistake with the address so it was returned to sender, she sent it again on Friday 22nd.
The amount is only £75 but we don't want the bag back and my wife has now bought another as she needed one for her work so couldn't be without, we have lost faith with the craftsmanship and just want a refund, so any advice about how to do this will be greatly received as slthe vendor is being arsy.
Thanks
https://www.which.co.uk/consumer-rights/advice/how...
https://www.blakemorgan.co.uk/news-events/news/con...
http://www.legislation.gov.uk/ukpga/2015/15/sectio...
The vendor only gets one chance at a repair. The consumer is under no compulsion to give it another one.
Did she pay using a credit card? If so, try getting a chargeback before going down the MCOL route.
If the latter, make sure she reads this first (in particular paras 3 & 6).
https://www.justice.gov.uk/courts/procedure-rules/...
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff