Do you know your Christmas shopping rights?

Malcolm – I agree that Question 4 is a good resolution, but the answer given is not as clear as you have provided in your explanation. I won’t repeat the given answer here but I think your version is better, more comprehensible, and much more helpful.

I found you could get 4 out of 7 by just hitting the same button every time – but I won’t say which one!

You are quite right Adam. I often bring up consumer issues when chatting to people and it’s amazing how little people know about their rights. If we could only get Which? to help a few of its subscribers to take on companies that deny us our rights it could make a very good TV documentary.

We already have Rip Off Britain, Watchdog, dispatches and similar programmes. The danger is that they’ll want to sentationalise a topic to make a point rather than simple explain our rights and give sensible examples. Education rather than incitement, but that makes for less entertainment.

We need real action to improve the consumer’s lot. Someone mentioned making it a requirement for all retailers to prominently display an official notice outlining consumers rights in their shops, – and also perhaps distributed with all on-line purchases, not just on websites. We need retailers prosecuted when they deny consumers their rights – that should wake the offenders up to dealing properly with customers. Which? can help with this with its lobbying, parliamentary contacts, its legal powers, helping customers through Briefcases and Which? Legal. But it needs approaching in a considered, balanced and professional way, not by sensationalising it.

That is exactly what I have in mind for a documentary. For a TV programme to be of popular appeal, you might have to compromise a bit on the presentation style.

I would hope that Which? would be well remunerated for providing quality material.

The manufacturer is correct; your contract is with the retailer you bought it from, unless the problem is covered by their guarantee and you have chosen to make a claim on that. You would be needing to show that there was a weakness on the product that was a fault- either a flaw in the component or a component that was not adequate for the job (poor design of inadequate strength or inappropriate material for example). With plastic components a flaw might show up as a void in the moulding or a sign that the plastic has not flowed properly into the mould. If it is simply too weak this might be hard to prove without expense but a reasonable person might recognise it as deficient. I’d suggest you approach the retailer in a polite and reasonable way and make your case, quoting the Cionsumer Rights Act that requires a product to “be of satisfactory quality”. Quality of goods includes
– freedom from minor defects (such as marks or holes)…..
– durability
and ” be fit for purpose”.
As floor sweepers generally are expected to be pushed under furniture they should be resistant to stresses when they are being used like that.

Jean – I suggest that you do approach the retailer since most retailers are happy to sort out problems within the guarantee period. They can make a claim against the manufacturer, of course.

If you have notified them promptly that the bed was received damaged then they must refund or replace.

Almost certainly, the terms Darren will have agreed to will insist that problems are notified promptly – probably within 24 hours.

It’s always useful to take photos and protect goods from deteriorating further. The contract is with the company that took the money and they are responsible for the manufacturer and delivery service to do proper jobs.

Hi Pam, that’s annoying. Did the slippers look worn at all? Had the labels been removed? Under the Consumer Rights Act you should be able to return goods that aren’t fit for purpose or of an unsatisfactory quality – more on this here: http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#30-day-right-to-reject

Have you tried to complain to company on their social media channels? Many of these channels will help with customer service, I’ve successfully complained to a retailer on Twitter before after a store rejected a return. Alternatively you could call its customer service telephone line.

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