Do you know your Christmas shopping rights?

Well, I didn’t wish to brag but having banged on about using SoGA and CRA on so many occasions I was relieved to be a 7/7. Question 4 is a good resolution; if a repair is not effective you can opt for a replacement but may have lost confidence in the product so a refund is a sensible option. And if software fails why should you have to go through all the trauma of trying to reinstall it; someone else caused the problem and should deal with it professionally. If it fails on a quality issue you should have the right to a full refund.

We need to use the rights that consumer law gives us but we need support to do that, in both understanding our rights, knowing how to pursue them and forcing certain retailers to stop (illegally) avoiding their obligations. Early problems such as discussed above are only part of our rights.

We also have the right to expect products to last a reasonable length of time, given their price and that they have been used properly. It is high time information was given to consumers to enable them to pursue “durability” claims when they arise. This is particularly so when products fail not long after their guarantee expires but well before their expected life should expire. Several Convos illustrate how consumers have been hit by this problem. I spoke to a Which? staff member at the AGM who told me he had had such a failure but not pursued a claim, simply replaced it. That’s all wrong that people should feel they can only do that. So I’d like Which? to address consumer rights under CRA in a much more active way.

We need some more challenging questions, Adam.

A manual Carpet Sweeper has broken after only about 6 months when trying gently to extricate it from under a door, when it snapped like a matchstick with no apparent force applied. It was the integral plastic piece linking the base with the broomstick part. What would seem like a fair approach. The manufacturers say I would need to return to the family Ironmonger I bought it from locally.

Despite UK consumer protection law, I have (on a couple of occasions) found AmazonUK extremely difficult to deal with when returning faulty items after Amazon’s intitial return period has expired. Their customer service pages appear designed to discourage this and when you finally achieve contact, they will try hard to make you deal with the supplier/manufacturer. In the case of items they simply handle for smaller businesses, it can be almost impossible to get things repaired or secure a refund and Amazon has what amounts to a “couldn’t care less attitude.” It also seems that Amazon has an undisclosed policy of closing the account of anyone who returns too many items or makes too much of a fuss about things.

I purchased a Christmas gift for my 9 year old son from a high street retailer on cyber Monday after being shown and explained a deal as advertised on the in-store advertising monitor as described in a copy of the email I sent them below:-

“Hi, I was shown a deal for the package as per photo of my receipt on the in store advertising monitors that was selling at £179.99, and this was the price that the sales person quoted. All through our discussion, which was lengthy, this was the price quoted. The salesperson couldn’t have been more helpful or friendly and explained everything in great detail and answered all queries I had, and I ended up taking the extended cover as a result also. I have no issue with ANY of this, my only gripe is that a week later when I was eventually getting round to wrap this Christmas gift for my son did I notice that the total charged seemed to be more than I remembered it should have come to. I was definitely shown a deal on screen of £179.99 and this was figure that was discussed, but after cyber Monday discount applied it appears to be £199.99. Can you please confirm if there was a £179.99 deal on the above package on the date in question??? Anyone up until now that I have contacted from Game has been unable to find out information of previous deals other than those current and on the website. I have pointed out that Game MUST have a central database with such info in order to protect consumers rights should such a query or incidence arise. Many Thanks!! ”

I eventually received an email response which I’m rather astounded by shown below. Surely this retailer cannot be allowed to operate in this fashion??

“Hi Jason,

Thank you for your email.

Unfortunately there is no way of checking as to whether or not that deal existed.

However Cyber Monday deals are online only and do not apply in store, this may be why your instore purchase was more expensive than the offer advertised online.

If you require any further assistance, please do not hesitate to contact us.”

The deal in question was in-store as displayed on their advertising monitor and not online, but regardless, surely they should be aware of what deals they offered to their customers??

We recently purchased a bed off a well known website. We had no notice of delivery so I contacted them. I was told that the manufacturer would contact me directly for delivery details. 2 days later I arrived home from work at 11pm and found the bed had been dumped outside the front door in the pouring rain. Water had got through some holes in the packaging. I ran g to complain and was told they would give me a 10% discount as a good will gesture. Am I entitled to a new bed or a full refund?

I went to purchase a iPod which was advertised in the catalogue to £129.99 and when I went to buy it they told me it was a printing error and it was actually £149.99 what am I expected to pay

If you buy from a Christmas fair vendor, what happens if the item needs to be returned or exchanged?

I bought a silver (925 silver) locket and chain for a friend and I wasn’t sure if the chain was going to be big enough or too big.

Also, I wasn’t given a receipt, which I felt that the vendor should have given me at point of sale.

I brought my husband and pair of slippers which turned out to be too tight for him. Had the receipt but shop would not exchange because he had worn them. (Only worn to see if they were ok) . They said they were not resellerable.

I bought a coat online using a promotional code and returned the item within 7 days of receiving it. The company are now saying I am not entitled to a refund, only online store credit. Reading the Consumer Regulations I don’t think they can do this. Am I actually entitled to a refund?