Limited company - My rights?

[Fanserve]

Hiya,

I’ve been ordering natural hair dye from on an online seller for over 10 years and usually batch order.
My most recent order in early 2021 was 4 packs and I had issues with all 4 packs. It didn’t dye my hair properly and would wear out within weeks (as opposed to several months). I doubted my application and gave the product the benefit of the doubt. However, I had followed the same method I had been for years and never had issues till then. So I reached out to the seller after 3-4 months (after trying 3 packs) requesting for a refund due to product being defective.

The business is a limited company and they first ignored my complaint message. I then decided to WhatsApp the number on the site. He replied saying that there were no issues with the products and must be my application. I responded with invoices dating back to 2009 and said I’ve never had issues prior and know exactly how to apply it.

He then responded that due to the long period since initial order, according to their terms and conditions, only a replacement was an opinion, which he offered as goodwill due to me being a long standing customer.
I wasn’t happy with this as I’d tried all 4 packs and had no success therefore again requested a refund.

This was his response:
“Unfortunately as the order was placed in February then in accordance with our terms and conditions a replacement is your only option we cannot refund orders placed 5 months ago.
If the offer of a replacement is not suitable for you then unfortunately there is nothing further I can do for you.”

2 weeks later I replied saying that I would accept replacement and to have it shipped. No reply.
I contacted again a month later requesting for replacement - no reply.

I just sent (last week) sent another message again saying this:
“I have sought independant advice and seeing as you have ignored my last 2 messages, haven’t delivered on your promise of replacement and therefore failed to resolve my complaint, I will be escalating this further.
Consequently, I require a letter of deadlock/final response to my complaint which dates back to 9th June 2021.”
Again no reply.

I’m so frustrated and angry. He is also blatantly reading and ignoring my messages.

I can’t consider a chargeback via bank as the total was £46 and I used all my loyalty points which bought my total to £14. I’ve lost all my points which equate to money off and ended up with a defective product so £14 refund wouldn’t be fair. He suggested adding salt which would help the dye process stronger so I would now rather get the products to see if this works.

Any advice please? I don’t know what my next step should be.

Thank you

Anyone?

I appreciate the post is quite lengthy 😬
Any advice appreciated

Bump*

Give up and move on? It's a year old order of £40 hair dye. Not worth it!

@FusionChefGeoff

Give up and move on? It's a year old order of £40 hair dye. Not worth it!

This.

Nah, you ordered hair dye a year ago, left it months to complain originally, then failed to respond to their messages, then left it another 8 months to pick it up again?

No chance. For 46 quid I'd not bother, it's not worth the hassle. Max you'd get is a replacement, but you've left it 8 months so the vendor might reasonably consider you've rejected their offer.

Move on op. What have you been using to colour your hair in the meantime?

It’s not even £46 it’s £14 cause you used loyalty points. Life’s too short move on!

Your rights are limited given that you bought the goods a year ago. If you had acted within 6 months it would have been up to the seller to prove that the dye was not defective. As it is over 6 months, it is up to you to prove that the dye was defective when delivered. If you could do that, you would be entitled to a replacement or a reduction in cost.