Anything you buy must be of satisfactory quality, fit for purpose and should last
I’ve bought a few things recently that I’ve not been happy with. And this isn’t just me being a tricky customer!
For example, a picture frame arrived broken and a Thermos mug I bought was leaky and didn’t keep my drink hot.
It means that I’ve been juggling multiple conversations with customer services to get a refund or other resolution. It’s admin heavy but I’m not taking no for an answer.
Here’s what’s happened and how the companies dealt with the issue.
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Homesense: Thermos travel mug not fit for purpose
An insulated mug is not only handy but it’s also money-saving. At the start of August I bought one for £7.99 from Homesense, used it once and realised it didn’t keep my coffee particularly hot and it leaked – the only reasons I wanted it!
Contact method: I went back into the Homesense I bought the mug in with my receipt.
What was the resolution?: It took a bit of work. When I spoke to the manager in-store she refused to refund me as she said there was no label on the Thermos mug that stated it would keep drinks hot or that it was leakproof. She argued it wasn’t faulty and as a result, she’d not be refunding me.
I didn’t think I’d get anywhere in the shop, so when I got home I emailed customer service and explained that the Thermos travel mug wasn’t fit for purpose, especially since Thermos specialises in insulated products. In this case I was successful and got sent £7.99 of store credit that doesn’t expire.
Customer service rating: I didn’t get anywhere with the store manager – she wasn’t having any of it – but the online customer service agent was much more understanding.
A Homesense spokesman apologised for the customer service that wasn’t up to its normal high standards and said they would look into the matter with its in-store teams.
EBay: picture frame arrived broken
When you order things for delivery, you hope it’ll get to you in one piece. However, sometimes things go wrong when items are being packed or when they’re en-route.
I ordered a basic A2 picture frame for £9.45 from Frames Warehouse, a business seller on eBay, who swiftly sent it out using Evri. But when I opened it, the frame had a crack in it.
Contact method: It’s easy to get in touch with sellers on eBay – you can just message them through the website or on the app. I sent a photo of the damage and asked the seller to send a replacement.
What was the resolution?: The seller responded with an apology and offered to send out a new frame, which I accepted. It’s currently on the way.
Customer service rating: I was happy with the way the seller dealt with the issue and the speed in which it was resolved. With eBay, if you don’t get a response or a satisfactory resolution, you can always ask eBay to step in and help.
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Teva: sandal strap separated
I wanted a pair of decent sandals that wouldn’t give me blisters and were comfortable to walk fair distances in. Teva ticked a lot of boxes so I bought a pair of the Original Universal Slim sandals last month for £29.99, at 50% off.
They were a brilliant summer shoe until I noticed the strap was fraying and had come apart.
Contact method: Again, I went with the online chat service. I explained the problem and sent photos. However, after I didn’t hear anything for a few days I had to go through the process again. I then received an email apologising for the delay in getting back to me and explaining the next steps.
How did it get resolved?: Teva has a two-year warranty for material and craftsmanship defects when you buy from their website. Based on the problem with my sandals, they said I could return the shoes and request a replacement under the warranty.
However, it’s worth noting that even if Teva didn’t have a warranty, I’d argue my case about sandals not lasting a reasonable amount of time under the Consumer Rights Act. You can also do the same if something goes wrong with whatever you’ve bought outside of the warranty – more on this below.
Customer service rating: It could’ve been quicker and ideally I’d not have had to chase. But ultimately, I’m happy to return the sandals for a replacement and hope the problem is just a one-off!
What are your consumer rights?
Whatever you buy in the UK, whether online or in person, needs to be of a:
- Satisfactory quality
- Fit for purpose
- As described
- Last a reasonable length of time
Now, some of these points are tricky to define and could be open to interpretation – but the benchmark is what a reasonable person would think.
There’ll also be other factors that might be relevant when considering these rules – for example, how much the item costs or whether it’s new or second-hand could determine what a ‘reasonable’ length of time is for something to last or the quality you’d expect.
What about faulty goods?
The law states that if something breaks or stops working within the first 30 days you’re entitled to a refund, even if it meets the above criteria.
After 30 days, your rights change. You’ll only be entitled to a repair or replacement in the first instance, before claiming a refund. This is the case if you do so within the first six months of buying.
If, after six months, a fault develops, you can still contact the company but it’ll be up to you to prove the product was faulty when you got it.
It’s the retailer’s job to resolve the problem
When you buy something from a retailer, your contract is with them. So they’re responsible for sorting out any issues a customer might have – not the manufacturer. So stand firm, if the retailer tried to palm you off.
What about the warranty?
Similarly, don’t be dismissed by a retailer who refuses to help you because your warranty’s run out. It’s irrelevant as you’re still protected by consumer law if things go wrong.
What if I change my mind?
If you buy something from a shop and later decide you don’t want it anymore, there’s no law to say the retailer has to accept it back.
Fortunately, many of them do as per their returns policy which usually gives you a certain number of days to bring back the items, unworn and in re-sellable condition, and with proof of purchase for a full refund.
However, online return rules are different. You’ve got at least 14 days to say you want to return something, and another 14 days for them to receive it, no questions asked.
Sadly if something has been personalised then you forfeit these rules, unless of course the item is faulty, and there are usually other exemptions such as perishable items like flowers.
Different rules for private sellers
You won’t get the same consumer protection if you buy from individuals, for example, on selling-site Vinted.
Vinted has its own buyer protection rules that mean you could get a refund if the item doesn’t arrive, is damaged or not as described. However, be warned Vinted will decide whether it believes you and it’s not always cut and dry.
Don’t forget Section 75
If you pay for something by credit card and it costs between £100 and £30,000, you’ve also got consumer protection under Section 75 of the Consumer Credit Act.
This means if something goes wrong with your purchase – for example it doesn’t arrive, it doesn’t match its description or turn up broken, or you’ve been promised a refund by the retailer which is never paid – you can make a claim.
There’s a similar scheme with debit cards known as chargeback. However, the rules are enshrined in law so the protection isn’t as strong. However, if you’ve paid on card, it’s worth speaking to your bank if the retailer isn’t playing ball.