An interesting consumer complaint case came to my attention earlier this week, which is worth covering as I believe that everyone can connect with this experience.

A friend of mine bought a gas oven and hob online.  The (electric) oven was delivered damaged with a hob that did not fit to the oven, as the oven had no clearance for the gas outlet.

A few weeks elapsed whilst trying to remedy these problems with the retailer to no avail, and a plumber spent over 2 hours trying to fit it.

The retailer eventually offered 10% off a gas hob that does not fit to a damaged electric oven (when a gas oven was requested).  The alternative offered was to have the damaged oven collected and replaced, when she was happy to keep the oven and simply have the hob swapped for one that fits.

What a mess, you might say!

You are protected under such scenarios by The Consumer Rights Act 2015; as any goods sold need to be of;

  • Satisfactory quality
  • Fit for purpose
  • As described

I explain more about the Consumer Rights Act 2015 here

It is clear to anyone reading this that all 3 boxes are ticked here and it is a clear cut case.  However, retailers have a habit of deliberately trying to confuse and muddy the waters to wriggle out of their obligations.

You are entitled to reject faulty goods under this legislation and get a full refund within 30 days, and retailers are bound by law to honour this.

Other out of pocket expenses have been incurred in this instance due to the negligence of the retailer, so these costs can be claimed for as well.

If you have paid by credit card, the credit card provider is jointly and severally liable under Section 75 of the Consumer Credit Act 1974 and you can pursue a claim down this route if the retailer will not give you a full refund.

Another alternative if you are unable to resolve matters is to simply take the retailer to the Small Claims Court as a last resort.

I clearly explain how to proceed with all remedies in detail complete with templates based on real life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

Buy it now as an e-book here or on paperback here

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they have made.  Read a free sample via my website and let me know what you think?

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If you have enjoyed reading this, feel free to take a look at my other website which showcases my writing and how you can work with me.

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