To think I can get a refund?

[Happycat1212]

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?

Just tell Dyson that you don’t want to repair it so can they collect it and do it . We had to send a faulty fan back to Dyson and they were very good , they bring their own packaging as well .

I did call Argos again and they actually said my contract is with them not dyson. Been given so many mixed messages! She said I needed to get a reference number from them saying it can’t be repaired and then Argos can sort it out. I’m not holding my breath for dyson to cooperate with that but waiting for an engineer to call back.

Keep persevering. They want you to give up!

Argos customer service are very rude. I couldn't return a big order once because I was away, I was one day late when I contacted them. They literally said "what were you doing all this time", I expected at least a polite rejection

@Happycat1212

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.

You would need to have discovered a fault within thirty days of purchase in order to insist upon a refund. You were a few months in, so no yu cannot insist upon a refund.

The company can choose whether to replace or repair or indeed refund. They only get one chance at a repair, if it breaks again, you can then insist upon a refund.

This is in accordance with the Consumer Rights Act 2015.

Yes you can. I had the same with a laptop, got put through to HP who told me to take it in for a refund.

Hi OP

This gives a good summary of your rights www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

In this case the shop should have offered a repair or replacement not directed you to the manufacturer. However the manufacturer have offered a replacement so doesn't make much practical difference. If after 30 days that's all they have to do. If shops weren't physically open before then you could have still contacted them at their head office or complaints dept etc for a refund

I find retailers are terrible at knowing the law, unless you write a formal letter of complaint. I've had floor managers at house of Frazer and john lewis both telling me it 'wasn't their policy' to offer refunds on faulty goods without a receipt (though I had other evidence of the purchase) and when I have pointed out the law told that it doesn't apply to them!

What a frustrating situation, don’t give up, have you sent Dyson pictures of the faulty/broken part to prove it is useless to just send a new part, if you are unable to fit it, insist on the whole unit being replaced. I think that is probably the best outcome you can hope for, as a refund doesn’t seem to be forthcoming. I hope you get it sorted out.

@Happycat1212 - It's been about a month since you originally posted and I was wondering if you eventually managed to get your vacuum fixed and who eventually stepped up to get it repaired/replaced for you? I hope Argos stepped up and took responsibility. #fingerscrossed