How to make a company follow the Consumer goods act?

[Redlorryyellowduck]

I bought a household item that is of dire quality, so poor that it can't really be used for its intended function. I contacted the company, they sent another one, equally terrible. As the goods are not fit for purpose I thought I'd be eligible for a refund as per the Consumer goods act.

The company apparently don't subscribe to it, although it's UK law and offered me a third replacement. This one is just as bad, but they had said via email that if I wasn't happy I could have a refund after trying the 3rd product.

Now they are completely ignoring my emails and if I call I get told I'll be called back and I'm not. How can I make them follow the law? I've given so much headspace to this I just want my bloody money back

What payment method did you originally use? If you paid by credit card or PayPal, you can claim it back through them and they'll do a chargeback. If you paid by debit card, it may still be possible but will take longer, and you'd have to ask your bank what is possible.

@tectonicplates I paid by debit card. I'd never even thought about a charge back, do I just contact the bank?

Yes, it's worth contacting your bank to ask if there's anything they can do to help you. Officially you don't have insurance with debit card payments, and some people will tell you it's not possible, but sometimes banks can help in ways we might not know about, although it will be a lengthier process. It's definitely worth asking them, at least.

Have you looked up some online reviews of this company?

Any company that "doesn't subscribe" to UK laws sounds either dodgy AF, or hopelessly naive. Is the head office address in the UK?

realistically there is little you can do to make a trader uphold consumer rights.
ultimately your only recourse is the law; you would have to sue them.
first, put your complaint in writing, email is ok.
outline timeline and specify exactly what you would like them to do.
give them a reasonable time to respond, and state that if you do not receive a satisfactory response within that period, you will take legal action to pursue your consumer rights.
good luck.

The company has a head office in Germany, but I naively thought that if they traded in the UK they must follow UK trading laws.

It's Emma Matresses, I bought their budget mattress to be used for a toddler bed so didn't want anything expensive, is beyond woeful.

I've previously been happy with other mattresses we've bought, but then as I hadn't had a problem I hadn't encountered their terrible customer service I guess

How odd - the reviews on Trustpilot seem to be mainly good, but most of the bad reviews seem to be very recent. I wonder if something has happened to the company recently?

@tectonicplates I wonder the same, something has clearly changed.
I've requested a charge back so fingers crossed that will go through and I'll never have to deal with them again.