After assembling an exercise bike, a member soon discovered it was faulty. Here’s how we helped him get a full refund from the company.
Shortly after receiving a new exercise bike, Peter set about assembling it. Once it was ready, he tested it out, only to discover that the resistance knob was faulty and provided no resistance whatsoever.
Peter contacted the retailer’s customer service team and was told it would deal with his concerns as soon as possible. After waiting a few days with no response, Peter contacted Which? Legal for advice on his legal rights.
Goods should be free from fault or defect
Under the Consumer Rights Act 2015, goods should be of satisfactory quality and free from fault or defect. Since there was clearly an issue with a central function of the exercise bike, the item was not of satisfactory quality.
It had been less than 30 days since delivery, so Peter was entitled to reject the item and obtain a full refund.
We recommended Peter set out this position of rejection to the retailer. In response, it offered a more detailed instruction booklet and troubleshooting suggestions, which Peter attempted to no avail. It then asked Peter for video footage as evidence of his attempts to resolve the issue and the resistance function not working.
We advised Peter to inform the company that he would be disassembling the product, placing it back in its packaging ready for collection and requesting a full refund.
A few days later, it confirmed collection of the exercise bike had been arranged and a full refund would be provided. The company told Which?:
“We are truly sorry to hear of (the customer’s) frustrating experience. Our aim is to deliver a high standard of customer care and regretfully on this occasion we have missed the mark and let (the customer) down. We take this feedback very seriously and have put measures in place to make sure this does not happen again”
Have you ever had difficulties getting a refund for faulty products? Did you raise the Consumer Rights Act with the retailer?
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To find out how the team can help you, call Which? Legal on 0117 405 5695 or visit Which? Legal.