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FREE Practical Advice and Tips on how to get money back, replacements, credits, compensation and more for poor service and shoddy goods across the UK

 

Consumer Goods

The term GOODS covers a whole range of items, many of which are also covered by other sections on this web site, so check AREAS on the left for further advice.

Essentially we see these as items bought singly or in bulk, both for home and business use, ranging from a packet of staples to a step ladder. They may have moving parts (like a can opener) or inert (like a ruler)

All goods have some basic principals for you to consider before making a purchase or accepting goods, and paying for them. In consumer cases most goods are paid for at the time of sale, in business situations many goods are sold on credit for later settlement.

Collection at the point of sale, or delivery may affect problems requiring a refund to be considered. 

Goods can vary in price, from a few pence to hundreds, even thousands of pounds.

In a shop scenario where many goods are selected from shelves in retail stores, by and large you select the best, and avoid any damaged or inferior items, although later this may prove unsuitable for some reason not apparent at the time of selection.

For goods delivered from stock,  or ordered by telephone, fax or the internet the buyer has no direct personal choice so expects quality as a normal part of the service and the goods of high quality and "fit for their purpose" 

You are in a stronger position to argue about poor quality goods if you have not paid for them, or taken and accepted delivery. 

Typical questions to ask when buying or accepting delivery of goods

  • Is it as described, did you get what you expected?

  • Is is free from damage?

  • Does it work or perform the function required?

  • Is it safe and clean?

  • Was any packaging broken or damaged?

  • Do you have the delivery note or receipt?

What to do when you have problems

  • Be sure of the basis of your claim
    • Not delivered
    • Delivered wrong
    • Damaged
    • Unsafe or dangerous
    • Not working
    • Wrong colour
    • Wrong type or size
    • Other factors
       
  • Check evidence of advertising, ordering and delivery 
  • Contact supplier and advise problem and ask what they plan to do about it
  • Assess their response, does it satisfy you?
  • Wait for a period to allow supplier to fulfill promises (replace, refund etc)
  • Follow up and ensure promise is fulfilled

How to get serious if no one seems to be listening

  • Visit store, call customer service line, contact head office

  • Talk to someone with authority and record their name

  • Make a note of conversation date/time/person outcome/agreement

  • Follow up to see action agreed is carried out

  • If this fails ask to be refered to a superior

  • Discuss the case with them and review the outcome

  • Get a superiors name and address and write formerly setting out the basis of your complain and claim attach copies of relevant documents and sequence of events. Send by recorded delivery

  • Check with the Post Office to confirm delivery http://www.royalmail.com/

  • Follow up with telephone call to see what action is being taken (if they claim not to have received you can confirm when it was delivered).

  • Assess their response

  • If this is still unresolved fiends the name and address of the Managing Director or Chairman and send details to him/her in the same way. Mark envelope Private and Confidential - Addressee only to ensure they get to read the mail.

  • Follow up via that person or his/her Personal Secretary (if a big organization)

  • Consider legal action

Other links on this web site which may help

Other useful links 

Trading Standards Central - trading and consumer protection information from the Institute of Trading Standards Administration. Contains safety warnings and product recalls. www.tradingstandards.gov.uk/

The Trade Descriptions Act 1968 (PDF) - ... False Trade Descriptions are illegal www.consumer.gov.uk/ccp/topics1/guide/tda1968.pdf

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Information on this web site and any associated email communication is for information, and as a guide only, it is NOT legal advice. As a consequence users should consider it in the light of their own personal situation and experiences in seeking and obtaining refunds, replacements and compensation and obtain professional legal advice where necessary.

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