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Unsatisfactory Quality, Not as Described or Not fit for Purpose Goods at a Retail Outlet, Online or Mail Order

These types of complaints are covered by law and if the Retailer does not abide by these laws we can help.

For example, under law, unsatisfactory quality can refer to the state or condition of the goods you have received including its appearance, that there are no minor defects and that it is safe to use as well as durable for its use or purpose.

A product must be as it has been described or advertised to you by the seller under law so colour, size or quality or type of material must match their description. If you have made a purchase based on a sample please use the specific complaint type detailed below for this.

The product you purchased should be fit for purpose, so all key components required for it to function safely should be included, for example a plug attached to a kettle.

If you have experienced any of these types of defects and the product you purchased is less than 6 months old and the seller, if you have complained to them, has not resolved your issue then we can help you reject the product and secure either a full or partial refund just Go Complain now.

Goods Do not Match the Sample or Description provided by the Retailer

There may be occasions where you require a sample of a product before you commit to a large purchase, such as carpet or upholstered item like a sofa.

If you have purchased a product in good faith based on the sample provided and on receipt it does not match because, for example, a difference in colour, pattern or quality then we can help just Go Complain now.

Faulty Installation and/or Refusal to Remove the Faulty Goods Installed

Where a product purchased has required installation, but the installation has been faulty, then we can seek compensation for the financial loss if the installation was paid for along with any damage caused as result and stress and inconvenience caused. For example, this could be a washing machine, which has leaked and caused damage to your floor.

In addition, if you decide to reject the goods due to the faulty, you are entitled to have a refund and have the goods removed in a timely and reasonable manner.

If this has happened to you, and the retailer refuses to remove the faulty goods, then this is unlawful, so use our services to help you have the goods removed, recover your losses and secure compensation where appropriate just Go Complain now.

Unsatisfactory Repair

If you have been unfortunate enough to have received a faulty product from a seller but on complaining they have offered to repair this for you but the repair has not resolved the problem, then we can help simply Go Complain now and let us help.

As products purchased should be free from defects, and an unsatisfactory repair was subsequently carried out, then the let us help you get either obtain a price reduction, or reject the goods and receive a full refund.

Credit Notes given when Original Payment was in Cash or by Credit or Debit card

Sometimes when we want a refund we can be offered a credit note by a Retailer, and in some instances you may be happy to accept this but the reality is that by law you are entitled to receive the refund in the same way that your made your purchase.

By offering a Credit Note they are trying to force you to spend and keep your money within their Retail Outlet which you may not wish to do.

If you have experienced this and want your cash refund or the money being put back onto your credit or debit card, then Go Complain now, we can help.

Refusal of Refund within 14 days of receipt of Goods Purchased Online

Many people are unaware that you still have consumer rights when shopping online and you do have the right to cancel an online order for goods, providing that it is no more than 14 days from the date you received the goods.

However, you must be clear about your complaint as there are exceptions to the rule due to the nature of online purchases which can provide immediate goods. Please refer to the list below for the exceptions:

  • Digital content
  • Broken seal Audio recordings
  • Broken seal Video recordings
  • Broken seal health products
  • Broken seal which affects hygiene
  • Bespoke or personalised products
  • Perishable goods

If your goods or products are not an exception then Go Complain, as we can help.

Being Charged for Goods not requested when Ordering Online

Where online goods are accidentally purchased as a result of items automatically placed in an online shopping basket by the seller, is regarded as unfair inertia selling.

An example of this is when the seller has already pre-ticked a box, and you have not noticed that you need to un-tick the box to avoid the purchase, for example you have purchased a TV and an expensive TV bracket has also been added and paid for.

If this has happened to you then we can help you receive compensation, to the value of the goods you have unknowingly purchased just Go Complain now.

Factory Seconds with a Significant Undeclared Fault

Factory seconds must be of satisfactory quality. However, you must taken into account that these are to be the standards a reasonable person would expect, rather than perfection as they are seconds.

For example, if the pattern on tableware was faded then this would be expected, however, if the first time you used the product, the handle of a cup fell off, then this would not be satisfactory quality.

If your second hand goods are not satisfactory then we can help you reject the product and secure either a full or partial refund simply Go Complain now

Brand New Goods or Factory Seconds bought at a Public Auction

Where New Goods or Factory Seconds are purchased from a Public Auction House (which importantly means that the buyer has the opportunity to see them) are faulty, not fit for purpose, or do not match the description then you are entitled to reject the goods and receive a refund.

Please be aware that online websites that provide Auction or Bidding such as Ebay, are not considered to be a public auction experience so are essentially treated to be the same as retailers/ shops.

We can help you claim if you are refused a refund at a Public Auction just Go Complain.

Second Hand Goods bought at a Public Auction

Where second hand goods are purchased from a Public Auction House (which means that the buyer has the opportunity to see the goods before purchasing) the laws do not protect you if it is faulty or not fit for purpose, However, if the item does not match the pre-contract information about the goods then you are entitled to a refund and we can assist you recover your losses.

Please be aware that online websites that provide Auction or Bidding such as Ebay, are not considered to be a public auction experience so are essentially treated the same as retailers/shops.

Therefore, second hand goods purchased on ebay can be returned if they are faulty, or fit for purpose, but as with factory seconds, you must be realistic with the fault.

Go Complain now and let us deal with your complaint for you.

Misleading Information by Retail Outlet/ Salesperson/Seller Resulting in Purchase

If you have visited a Retail outlet for a purchase and as part of your purchase have been advised by the salesperson of the various features for example a television has, which then made you purchase the item, but when you receive the television those features are not available, then this is misleading information.

If you have been misled into making a purchase, it may also be possible to recover compensation, dependant upon the type of misleading information and the impact it has had overall.

As such, we can help you seek a full refund (if within 90 days) or seek a partial refund just Go Complain now.

Please note that this does not cover does not include sales in relation to real estate, pensions, mortgages, insurance, non restricted credit agreements or banking. In some instances we may be able to help please refer to the Finance Industry page or our Legal Services but please be aware that these may attract a different fee due to the nature of these complaints.

Aggressive Selling Resulting in Purchase

Aggressively selling is when you have been pressured into making a purchase. A typical example would be where a doorstep seller enters an elderly consumer’s home and sells her a product that she does not really want and the seller refuses to leave until a sale has been made.

In these cases we can seek a full refund (if within 90 days) or seek a partial refund plus it may be possible to recover compensation, dependant upon the type of pressure applied and the impact it has had on you overall both financially and emotionally.

So, Go Complain and let us take care of the stress and strain.

Please note that this does not cover does not include sales in relation to real estate, pensions, mortgages, insurance, non restricted credit agreements or banking. In some instances we may be able to help please refer to the Finance Industry page or our Legal Services but please be aware that these may attract a different fee due to the nature of these complaints.

Digital Software / Content Downloads Purchased are Not as Described or Caused Damage to Hardware

Under law, the digital content of a product forms part of the contract of the purchase of the product. Therefore you are entitled to reject the goods and seek a refund where the digital content is significantly faulty so perhaps it doesn’t work or load.

Similarly, the software is not as described for example, you requested a software program that would allow you to send letters to people on a database or contact list but the ability to connect to another program to do this, or store contact details is not included.

If you have purchased a Software Program and downloaded this to your PC, Mac or tablet and that software has caused damage to your device or other digital content, then you are entitled to have the damage repaired and/or receive compensation.

Providing you complain within 6 months of the date you received the product then we can help just Go Complain now.

Digital content which is not faulty but you have had a change of mind

Under law, you are entitled to reject goods and receive a refund, within 14 days of receipt of the product. If you have been refused a refund within 14 days of receipt of goods, which do not form one of the exceptions listed below, then we can help you reject the product and secure a full refund.

The above rule does not apply to goods which have a Broken Seal including Audio recordings, DVD/Video recordings, health products such as tablets, hygiene products such as toothbrushes, any personalised products for example and engraved glass or, perishable goods.

So, Go Complain now, we can help.

Extremely Poor Service

If there have been significant issues with the customer service provided by the retailer, then there is the possibility of a breach of law. This could include failure to deal with your complaint or taking too long to deal with it, being passed from department to department but not having a resolution, a lack of staff serving or able to deal with your complaint or disputes with delivery and returns.

If you have experienced any combination of these issues or others, with a retailer which has caused stress and taken up lots of your time, then the remedy in such circumstances may be compensation, and in some instances you can recover non-monetary losses if there has been distress, anxiety, disappointment and inconvenience caused. So please get in touch, detailing all your issues and we will do our utmost to help find a resolution and seek compensation where possible.

So, Go Complain we can deal with the problem for you.

Retail Outlets, Mail Order and Online Retail Sellers

The retail sector is one of the largest sectors for complaints usually about returns, refunds, exchanges, credit notes or faulty goods due to the many types of different products that are sold, how they are sold and how or where you receive them.

In most cases, the products you buy are as expected, are made from quality materials and delivered on time without defects. However, due to the nature of manufactured products, there are many opportunities for things to go wrong and in these circumstance Retailers must act in accordance with consumer laws and in part, they are answerable to Retail Ombudsman.

Equally, consumers must act promptly with regard to any issues they may have with products for example, in order to secure a refund, you will have to complain about the product within 6 months of receipt of the item, have the date and preferably receipt of purchase along with the date of delivery if applicable, and full details of the complaint.

Where you have suffered a financial loss due to the failures of goods purchased from a retailer, then we can help you recover compensation on your behalf.

The types of complaints we can help you with we have detailed opposite.

 

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