Consumer Rights, anyone knowledgeable?

[Haberpop]

On 12th May 2018 we bought a new freezer from a local retailer it was delivered on 19th May. On 22nd September it broke down, we understand the main control unit no longer functions, we phoned the retailer who said we must call the manufacturers repair agent who came out on 28th Sept. On 29th we called into the shop and requested a refund, they refused. We are now three weeks without a freezer and retailer are saying it is not their responsibility and we cannot get a repair date from the repair agent. Please help, what are our rights? We have already lost all of the goods in the and have a 4 month old freezer that we cannot use.

UK law states the item has to last ‘a reasonable amount of time’.

What’s the guarantee on it?

The company you gave your money too have responsibility. They are palming you off by saying the issue is between you & the manufacturer.

CAB, BBC Watchdog, You & Yours and Martin Lewis all say this.

Under an EU regulation the ‘reasonable amount of time’ is two years.

Here you go. europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

Your contract is with the retailer not manufacturer. You can reject the ff and ask for replacement or refund. Trading Standards will have a template letter online or can give you appropriate wording to use.

Have a look at this www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/the-consumer-rights-act-2015/

I think the practical examples will be of help.

To answer a few points,

It had a one year warranty.

I've sent the template letter to the retailer but they are holding firm that our claim is with the manufacturer rather than them. Even their complaints department are denying it lies with them.

I thought I had understood my rights and you have all confirmed it so I have now passed it on to Trading Standards to see if they can help us further.