Consumer Advice

[Wilberforce1]

Wasn't sure where to put this so opted for here!

Long story short we bought a treadmill online a while ago and due to Covid it took 4 weeks to be delivered. It came on Monday I used it Tuesday, went to use it Wednesday and it's not working 😫

Phoned the place where we bought it from for two solid days only to be put on hold and then cut off, live chat wasn't working. I finally got through on live chat Thursday afternoon and he said I have to contact the manufacturer about a repair?! I said that surely they need to replace it because it has broken so soon, he was so rude but eventually said he would speak to the warranty dept and they would get back to me. I didn't trust him so contacted them myself by email and I haven't heard a word, tried calling and again can't get through. Got through again on live chat and was again told to email the manufacturer, wait 21 days and if I don't hear get back to them and they will chase. That can't be right surely?

Does anyone know if that's correct advice?

What do I do if they just won't help?

That doesn’t sound right - they should be helping you sort it.

You could give these people a try, they are super helpful: www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

Also if you paid on credit card or visa debit your card company or bank is another avenue to try.

Thanks for the reply, we paid via PayPal so wondering if they would help?

I'll also have a look at that link, thanks.

You can start a case through PayPal, they are pretty good. I brought something but the company wouldn't reply to any emails. PayPal tried contacting them but they didn't get anything back either so just refunded me. Hope you get help

I had a hoover break and spoke to the store I bought it from, they told me to call the manufacturer too. I did. Manufacturer basically gave me a code to give to the store and the store just swapped it with no issue.

That could be the case here?

The store just wanted clarification that it was a problem iyswim

Your contract is with the supplier, not the manufacturer.

I'd call again and let them know if it's not replaced ASAP you'll do a paypal chargeback/refund.

@underneaththeash That's what I thought. I can't get through to anyone on the phone, you get put on hold and then an automated message tells you they are busy and cuts you off! It took three hours yesterday of phoning with one hand and trying live online chat with the other!

I think I'll send an email and mention opening a case with PayPal and then do it on Tuesday if we don't hear anything.

Wouldn't mind but it took ages to save up the money for one and now I don't have the money or a treadmill!!

Thanks for the replies everyone, just wanted to make sure I wasn't in the wrong.