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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be annoyed at this store. Opinions as to what to do appreciated.

68 replies

Answersonapostbox · 06/05/2018 22:12

I live in a house converted into two flats which share a letter box and I wanted a bit of security from identity theft.

A relative reserved me an exterior post box for this reason and we collected the item today. We got the box home and you can literally stick your hand in the bit the Postman is meant to post through and retrieve any larger letters or A4 type letters (tax credits style) or any letters that haven't been shoved to the bottom by the postman properly, absolutely no need for the lock part to open it. It's not long enough. The flap is also ridiculously flimsy.

The A4 leaflet that was inside, my teen reached in and pulled it out despite it being partly folded.

Having spoken to the store and asked for advice online they have said they won't take it back at its been opened and is now not fit for resale (despite being just in a clear plastic bag with no writing and in a brown box with clear tape 🙄 and me feeling it isn't fit for the purpose I need it for.) So I've lost £25 today.

Unfortunately for me I wasn't the one to reserve it and had bought in an emergency and so hadn't seen the many reviews saying the same thing on the stores website and that it was a risk of identity theft. I am unable to leave a review as I didn't buy it online which in itself is crazy.

Customer service have been awful.
I stated my problem and asked for advice (I didn't mention returning it at that point and got a one line reply back that I couldn't return it as I had opened the box.
I replied asking for a complaint email as I can't leave a review and I'm not happy with the products and was told there is no email to complain to and I couldn't bring it back anyway.
I asked for an address to write to instead and was told nope you can only complain to the very same person on social media and again told but you can't return it.

Just because I can't return it doesn't mean I can't complain surely?
And surely the buck doesn't stop with a social media assistant?

Is it me? Is it them?

OP posts:
PattiStanger · 06/05/2018 22:16

Which store is it? I'm surprised you can't find any comtact details online

Avasarala · 06/05/2018 22:20

An item has to be fit for purpose - that box clearly isn’t. So you should legally be able to return it. In order to discover if it is fit for purpose, it had to be opened. You’ve opened it, tried it and it doesn’t do the job advertised (which is to store letters securely until you collect them).

You have a statuatory right to return something which isn’t fit for purpose so contact trading standards if the store refuse to take it back.

Jozxyqk · 06/05/2018 22:21

You might need to get your relative involved as they made the reservation & physically paid for the item in the shop.

Also, see this link.

Original poster
Answersonapostbox · 06/05/2018 22:30

It's a big very well known store.
Apparently the only way to complain is via the social media team or the same people via online chat. I have found an address but apparently nope just the methods above.

But they are being very clear in repeated replies of blah blah blah but you cannot return it, that there's no point in contacting them because I can't return it. Clearly to them that's that. Hmm

Oh they have just conceded I might possibly complain by phone. But I still can't return it...

Three times they have put the same reply at the end of each message.

I'm just wondering really if anyone else thinks this is rubbish customer service as it's been a tough week.

Literally the first message I sent was a long post detailing the situation and simply asking for advice and I just got a one line

'you have opened the item so it can't be returned' reply.

OP posts:
Original poster
Answersonapostbox · 06/05/2018 22:33

Thank you. I have cross posted people apologies. I did mention fit for purpose but just got the same reply that didn't matter because I had opened it and so therefore couldn't return it... Confused

OP posts:
Jonbb · 06/05/2018 22:35

Name and shame

Fruitcorner123 · 06/05/2018 22:37

we've got one of these which came with the house and the same thing is true we can fish all the post out with our hands. its very pretty though.

I wonder if they are all like that

redastherose · 06/05/2018 22:37

Sale of Goods Act states that a produc has to be fit for purpose or something similar, complain to your local Trading Standards Office (or rather the person who bought it actually needs to submit the complaint as the contract is between them and the store) and ask them to take the matter up.

Inertia · 06/05/2018 22:38

It's not fit for purpose, so you have the right to return it within 30 days (or the person who bought it if that wasn't you). Have a look at the Consumer Rights Act.

lhastingsmua · 06/05/2018 22:41

Honestly I’d just file a chargeback or dispute with my bank (or PayPal). That’s ridiculous

Bagadverts · 06/05/2018 22:48

For a run down of rights and wording have a look at citizens advice. It will need to be the person who paid. Have a lot at the description of the item on any of the packaging or the description from company website. Then you can state something. Your website describes this item as ..... however it is easy to open/not secure. Opening goods does not cancel consumer rights.

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

SaltireSaltire · 06/05/2018 22:53

You need to name and shame if the product is not fit for use and you cannot get a refund

UrsulaPandress · 06/05/2018 22:53

We purchased a mailbox. DH had a long conversation with the company regarding the security, we purchased and installed it and I too can retrieve items via the top. Despite my swollen arthriticky hands.

Shrug.

Fatted · 06/05/2018 22:55

If you physically bought it from somewhere, can you not just return it to the shop and speak with the manager? Make a complaint with them?

ShatnersBassoon · 06/05/2018 22:56

Just take it back to Argos, no need to mention that you've spoken to customer services etc. They'll give you your money back as long as you have all the packaging etc in a reasonable condition.

greenlanes · 06/05/2018 23:01

Sounds like John Lewis customer service. Item doesnt work or isnt fit for purpose. They dont care.

lhastingsmua · 06/05/2018 23:04

Oh is it Argos?

Can you try to reseal it and pop it back in it’s retail packaging? If you make it seem new/unopened they will probably be none the wiser in store. Or you can try talking to a manager in store about this who might refund you from their own initiative

Qwertytypewriter · 06/05/2018 23:06

It doesn't matter what they say, they're wrong, if it's not fit for purpose, you can get your money back, and opening it is completely irrelevant.
I've had this, you need to go in and state firmly that you're not saying you changed your mind or just don't like it (they're trying to assume this..), you are returning it because it is not fit for purpose, as is your right.
If that doesn't work, I'm sure you'll find accurate advice online on how best to take it further.
I was once told I couldn't return a satnav (which never found any signal, so never knew where it was), because there was no way to tell if the problem was in the satellites, or my satnav! - some sales staff will sadly just try it on to try to confuse you.

llangennith · 06/05/2018 23:15

Publicly name the store.
Report to Trading Standards.

buckeejit · 06/05/2018 23:22

Ask what happens when a product is faulty?

That's the case as in this instance they've made the hole too big. Surely they didn't do that with all of them?!

Original poster
Answersonapostbox · 06/05/2018 23:25

It's Argos.
The clear bag inside covering the box has been ripped and the tape cut on the top to open the box.

It wasn't something they carried in their store so it was a reserve for collection the next day situation.
A relative reserved it and got the reservation number but I collected and I paid cash.

OP posts:
Cantaana · 06/05/2018 23:30

It depends what they have advertised it as.

If it is Argos, the 2 available are advertised as keeping your post dry and safe from pets, with an added lock. The sale of good acts only protects you if an item is not fit for it's everyday purpose - and i imagine Argos would go down the dry and not shredded by pets argument. You can argue it's not fit for purpose if it is not fit for a specific purpose agreed by the seller before purchase - in this case the keeping mail safe from prying hands, but as you didn't do this you can't use this route either.

Most retailers will list the dimensions on there too, so the Argos ones say around 30cm, eg about the same size of an a4 letter, and obviously to get the letter in there would need to be an opening so they'd maybe chuck that reply in too if you wanted to go the Sale of Goods route.

I'd just cut my losses and resell on Facebook. This one is a little longer and angled so this may be better for you... www.amazon.co.uk/dp/B0185DP1U2/ref=sspa_dk_detail_3?psc=1&tag=mumsnetforum-21

Myimaginarycathasfleas · 06/05/2018 23:32

You’ll have a lot more luck if you return it to the store. You ll be able to demonstrate the problem to the returns staff. I’ve found Argos to be quite helpful with returns tbh.

stickerrocks · 06/05/2018 23:33

It's a simple store refund or exchange, nothing to do with social media & online customer service teams. You take it back to the store with your receipt and (if they get stroppy) explain the you couldn't tell it wasn't fit for purpose until it bad been taken out of the packaging.

Cantaana · 06/05/2018 23:33

I'd just repack it up as best you can to make it look like it wasn't opened and get your relative to return, on a Saturday. The plastic covering outside a box isn't part of the sales packaging, just tape the box up.