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AIBU?

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Original poster

To think I can get a refund?

110 replies

Happycat1212 · 13/05/2021 12:34

I bought a new vacuum in January, a few months later the handle snapped off, I haven’t been able to return it to Argos as my local store has been shut throughout lock down and has only just opened again. I called Argos before returning but the woman said that before I could return it I would have to speak to the manufacture first, so she put me through, however they were just trying to send me out a new one which I don’t want even after explaining I want my money back. Aibu to think I can still return it in store for a refund? I don’t want to have a wasted journey as I don’t drive so will need to carry it down there and it is heavy, surely I’m entitled to my money back?

OP posts:
Hopdathelf · 13/05/2021 12:36

Why didn’t you at least call them before now even if the store was closed?

delilahbucket · 13/05/2021 12:38

If it is anything like Currys they will insist you must go through the manufacturer. Currys did tell me I could go to store with a six week old broken printer, only for a shirty "manager" to tell me she couldn't help me, so it was a complete waste of a journey. I complained to Currys, they offered me a gift card. I'm still waiting for it and this was in June last year. Maybe they are hoping to go bust before they issue it.

mainsfed · 13/05/2021 12:40

They have offered you a new one so I think would just take that.

goldierocks · 13/05/2021 12:43

Under the circumstances you have described, the company must repair or replace the item. They are not legally obliged to give you a refund (if they agree, it would be goodwill).

Info taken from GOV.UK

NotAnotherPushyMum · 13/05/2021 12:47

@goldierocks

Under the circumstances you have described, the company must repair or replace the item. They are not legally obliged to give you a refund (if they agree, it would be goodwill).

Info taken from GOV.UK

This is right. However it’s the company you buy it from, not the manufacturer. Places like Argos always try to dip out on this but your contract is with them, not with the people who made the vacuum cleaner.
SinkGirl · 13/05/2021 12:48

Argos said explicitly during lockdown that items couldn’t be returned as stores were closed and that you could return items when they reopened. I accidentally ordered the wrong size mattress and they told me I had to keep it until stores reopened.

However, the 30 days from reopening has passed if you’re in England or Wales.

After 30 days they can tell you to take it up with the manufacturer I think as it’s under their warranty for the rest of the year. At least that’s what I remember when we had an appliance that broke and the manufacturer was a nightmare. Pretty sure they don’t have to refund you.

There’s a CAB thing here which tells you your rights based on when and where you purchased it, but it says that if you bought something in January you’re not entitled to a full refund at this point
www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

Original poster
Happycat1212 · 13/05/2021 12:48

Even if faulty really? Surely if it’s broken off it’s faulty? I didn’t call them before because I bought it IN store and Argos won’t let you return it online only in store if bought in store so I knew they wouldn’t be able to do anything just wanted to check I could return it.

OP posts:
SinkGirl · 13/05/2021 12:51

Sadly so, according to CAB. You’re entitled to a repair or replacement but not a refund. That would have been the case even if you’d called them when it broke.

It does seem like it’s the shop who should remedy it, but if the manufacturer is offering a replacement I would take that. They could just offer a repair.

JackieTheFart · 13/05/2021 12:52

Yes but they don't have to give you a refund. They can give you a replacement or fix it.

I think you should accept the replacement.

Cryalot2 · 13/05/2021 12:53

I think they have to either replace the item or money back. If they offer a replacement I think you have to accept it legally. You could try asking for a credit note or replacing with something else.
I bought an upright pre lockdown and it broke within weeks took it back and changed for a better model and paid the extra . Not argos . Store was more than happy.

Original poster
Happycat1212 · 13/05/2021 12:55

Sorry it was the part they said they would send again Not a brand new one.

OP posts:
Original poster
Happycat1212 · 13/05/2021 12:56

But the handle has snapped off so it can’t be repaired

OP posts:
JackieTheFart · 13/05/2021 12:58

So you accept the part, then contact them to say it cannot be fitted as it is irretrievably broken.

Then they'll probably offer a replacement of the item or a refund.

JackieTheFart · 13/05/2021 12:59

Annoying I know but sometimes you have to play the game with them!

Original poster
Happycat1212 · 13/05/2021 13:01

I’m just going to chance it and take it to store and say The manufactures said that I can take it to store for a refund. 🤷‍♀️ It was £200 I don’t have money to throw away like that.

OP posts:
Dreamscomingtrue · 13/05/2021 13:04

If you paid with a credit card contact them and see what they say. If the handle broke off it could be considered to be not fit for purpose?
Worth a try to get their opinion?
Even after a long time you might be able to make a claim under Section 75.

BoredatHome321 · 13/05/2021 13:07

You should have warranty, but they will just offer to replace the part (which they have) or offer a replacement. It's past 30 days so I doubt they'll give you a refund, fingers crossed though. Good luck Smile

Original poster
Happycat1212 · 13/05/2021 13:09

I thought the 30 days was just if you change your mind not if something breaks? As surely it’s reasonable to expect a vacuum to last more than 4 months 😕

OP posts:
Scarlettpixie · 13/05/2021 13:09

I am confused. Surely if they repair/replace you won’t be £200 out of pocket? You spent the money back in Jan for a working vac and that is what you would have?

Original poster
Happycat1212 · 13/05/2021 13:11

Yeh I don’t want a vacuum that breaks after 4 months, I would rather buy something better and more built to last! It’s obviously pretty delicate to snap to pieces in 4 months, the fact that it’s broken after 4 months puts me off wanting a new one. My old one lasted about 5 years

OP posts:
JudgeJ · 13/05/2021 13:11

@delilahbucket

If it is anything like Currys they will insist you must go through the manufacturer. Currys did tell me I could go to store with a six week old broken printer, only for a shirty "manager" to tell me she couldn't help me, so it was a complete waste of a journey. I complained to Currys, they offered me a gift card. I'm still waiting for it and this was in June last year. Maybe they are hoping to go bust before they issue it.
I always thought that it was the place where you bought a defective item that was supposed to deal with it, by law, rather than the manufacturer who could be on the other side of the world. Years ago I recall having a stand up row in a shoe shop when I insisted that they deal with my problem and they were insisting I went to the manufacturer.
Comefromaway · 13/05/2021 13:13

If it breaks within 30 days you are entitled to a refund. More than this and its replacement or repair. However if it breaks again then you can get a refund.

Herbie0987 · 13/05/2021 13:13

The shop you purchased from has to deal with broken item, not the manufacturer.

minniemomo · 13/05/2021 13:15

You are entitled to repair or replacement, unfortunately there's no right to refund except distance selling which is 14 days. Shops that offer refunds on non damaged goods up to 30 days don't have to. I would take the replacement

BelleBlueBell · 13/05/2021 13:15

I needed to take something back to Argos, I can't remember the exact details but it was between lockdowns when the stores were open but I didn't want a wasted trip if they were going to be funny about it so I rang customer services, explained the details and was assured it would be fine.

I was still a little wary about a wasted trip like you but when I got to the store it couldn't have been smoother, they didn't quibble at all, hopefully you'll find the same