To think this is unacceptable from wowcher

[Rawhh]

About 2 months ago I purchased an exercise bike from wowcher. I didn't expect it to be the best - I did however expect it to be functional.

DP put it together - despite putting it together correctly it is wobbly, I could live with that however the pedals don't work they are juddery and make the whole thing unusable.

I contacted wowcher, who say they respond within 24 hours, and heard nothing. Following it up a couple of weeks later - nothing. Finally used Facebook messenger to contact them and got a response.

They are saying that in order to get a refund that I need to dismantle the machine and return it to the merchant - paying upfront for the courier and not necessarily getting reimbursed.

I threw the packaging out a couple of weeks ago as I wasn't happy having that much combustible material in my kitchen (the only place I could store it) and dismantling it will be a gaff and a waste of time.

I have told Wowcher that they can either:

1. Take me at my word and refund without seeing the bike. Considering the effort I have gone into trying to get this refund if it wasn't a pile of crap I could have sold the bike.

1. Arrange for and pay for a courier to collect the bike assembled.

I'm close to just writing it off as a mistake and never buying from wowcher again.

But I've found myself questioning whether IABU or whether this is beyond Shit customer service.

To get a refund it's normal to send the item back or at least a video or picture of the broken item. If You post it back you should ask for a reimbursement for the return postage cost.

If most people demanded a refund without returning the item, what would stop everyone without a broken item to do the same (asking the company to take their word for it) and get to keep a new working item?

@Shen0102 I understand that and I am happy to send the item back.

What I am not happy to do is:

1. Arrange and pay for the courier myself (they have said they will not reimburse this cost)
2. Dismantle the machine as it would take ages.

They can have it back they just need to sort out the courier to take it back fully assembled.

They are the ones who have sold a faulty product - I am the wronged party.

You have unrealistic expectations that they will collect it without you taking it apart

If you want your refund, youre gonna have to do as requested

I thought by law if an item was faulty and sold online they had to pay return postage? I could be wrong, but I’m almost certain they can’t dwmand you shoulder the cost for a defective items return

YANGU, Ellen is right. The merchant must pay for the return of a faulty item. If they are refusing to comply with consumer regulations, you should contact your credit card provider or PayPal if you used either of those methods, and open a dispute. They can contact the merchant for you, or refund you and then claim back from the merchant (often with a penalty from credit card companies).

Unfortunately, @Ellendegeneres and @TolchockLovelyInTheLitso I paid via debit card so no protection there.

Plus, I have just got a quote to return it which cam out more expensive than the item.

I feel like banging my head against a wall.

Won't they refund postage once you've actually posted it?
You're going to have to dismantle it though.

Video of bikeQA?

I think you are still protected when buying with a debit card, I think the law changed last year?

You have statutory rights under the Sales of Goods Act, regardless of payment method. Have a look here - it explains about the cost of returning a faulty item:

www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

@Wolfiefan they have said 'it's down to merchant discretion' - I don't want to risk putting more money into the situation. DP tried to start dismantling but he put it together too tightly and bolts have worn down meaning that there isn't enough grip to undo the bolts.

@bassackwards Thank you I will have a look at that.

You may have to cut your losses. He put it together too tightly? They may say you've damaged the product.

So firstly, a product that is being returned due to a fault, the returns cost has to be paid by the seller/retailer.

Also if it is deemed faulty. Upon refund of your original purchase, they have to refund you the intial delivery fee too.

Also, they can’t demand it is returned in original packaging (it is preferable but they can’t demand/enforce it), but it is required that it is in suitable secure packaging, as it is your responsiblity until they get it back.

The dismantling to return, you are going to have to do this.

@Wolfiefan It had to be tight as otherwise it would have wobbly - the tight bolts on the frame wouldn't affect the turn motion. But this point is salient because they was me to pay the £30 to return it.

After a final email in which the merchant has said 'there is not a manufacturing fault the customer has just changed their mind' I emailed the wowcher CEO copying in all the emails and he is looking into this.

I accept IABU to expect them to take it back assembled but the whole thing has been such a faff.

If you used a Visa debit card you might be able to get a refund via Visa Chargeback

www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

You have statutory rights under the Sales of Goods Act

Not unless it was bought prior to 30th September 2015, which is when the Sale of Goods Act stopped being enforceable. The current consumer protection act is the Consumer Rights Act

How long have you had the bike??

Ignore me I forgot that you already said two months

@PersianCatLady about 2 months.

It took 3 weeks before DP had time to put together and then more than 1 month to get a reply from Wowcher.

I would e-mail Wowcher and tell them that you contacted them within 30 days of receiving the product to inform them that you wished to reject the faulty goods and get a full refund.

As per the Consumer Rights Act, you are expecting them to not only accept your rejection and refund your money, you expect them to arrange for collection of the faulty goods.

You expect a satisfactory outcome within 7 days or you will take the matter further.

Wowcher are terrible for customer service. We bought a shed from them and they sent the wrong one (or the shed company did). Their response was take it to the post office and send it back to us and we'll refund. A bloody shed!