to expect good customer service

[karmamum]

I recently ordered a wooden height chart from Out of the Blue in Corbridge. However on opening the box discovered that the item had clearly been used and damaged. There were scratches, a chip,dents, chipped paint and even tea drips on it.

Clearly not satisfied I called the shop and spoke to its owner. I was annoyed but was still willing to exchange it for one in better condition. Bizarrely, she was not willing to do this insisting on giving me a full refund but not meeting the cost of additional postage. Bearing in mind that this was a large item, postage was expensive. However, in a subsequent call, changed her mind about the refund saying that she wanted to see the item itself. When she called this morning to confirm receipt she added insult to injury by saying that she'd give me a refund, mentioned nothing about postage and then proceeded to verbally insult me and took exception when I defended myself.

WARNING: DO NOT BUY ANYTHING FROM THIS SHOP. IT'S THE WORSE RETAIL EXPERIENCE I HAVE EVER HAD

The shop have a legal obligation to refund your postage if the goods are damaged. I suggest you get back on the phone to them and insist on your rights.

You'd think it was that straight forward but I spoke to her about it before and it fell on deaf ears. I'm currently looking at my consumer rights but to get through to her I need to quote chapter and verse.

It's somewhere in the sale of goods act, cannot remeber website, trading standards site I think.

You're just not going to get good customer service nowadays. But remember as it is probably a small company she may have had a shit day. Try telling her you will take a step backwards and start again with full honesty, and a quiet reasonable voice. If she still won't listen to reason, take a photograph of the goods, write a transcript of the conversation, write one letter threatening court action withing a time limit and pointing out your reasonableness, call to confirm she received it, tape the conversation and if she still won't do the right thing, take her to court.

Trading standards....always makes shops think twice

Thank you for all for your helpful suggestions but it seems that the answer lies in the Consumer Protection (Distance Selling) Regulations 2000 which governs the situation when you buy goods or make a contract for certain services by distance means, e.g. over the internet, by telephone or by mail order. It seems that provided I notified and returned the item within 7 working days I am entitled to a full refund including postage however I am liable to pay for returning the item as this is was stated on the shop's website

Here's a helpful link www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/dsr_letter/

I decided to take your advice and contact the Trading Standards. It seems that as there is a breach in contract as implied by s.14(2B) Sales of Goods Act 1979 (as amended) i am entitled to a full refund and damages (which includes all postage).

I'll send her a letter and see what happens.
Thank you for all your help.

She finally sent a cheque for the full purchase price and all the postage. Think that's a satisfactory conclusion. Thanks for all of your suggestions.