Retailers still giving the wrong advice about faulty goods
People are getting ripped off right left and centre over faulty goods - by Britain’s most trusted stores. Advice about their legal rights is often incorrect, and the information given to customers can be misleading or just plain made up on the spot.
Which! have amassed their mystery shoppers again, a group of shadowy individuals who are probably also behind the infamous Cicada encryption, and apparently, they were ‘appalled.’
The shoppers called Amazon, Currys, Argos, John Lewis, Euronics and Apple 12 times to enquire about an imaginary faulty laptop or TV with an expired warranty. A consumer rights lawyer monitored the call. What THEY knew was, under the Sales of Goods Act, you can claim against the shop if it becomes faulty before you would expect it to, regardless of whether the warranty is still in effect.
But most of the shops didn’t seem to know that. Most of them were adamant that the consumer had no rights and told them to contact the manufacturer. Amazon was the worst, while John Lewis and Argos also came up with a load of baloney, saying the retailer no longer had any responsibility.
As you can imagine, this is the kind of thing that makes Richard Lloyd’s BLOOD BOIL.
‘It is unacceptable that customers could be left out of pocket by following incorrect information from major retailers about their shopping rights. Stores must ensure that the information their staff are giving is correct.’
Giving misleading information to the consumer is also a breach of the 2008 Consumer Protection from Unfair Trading Regulations Act. But John Lewis got all bolshy, saying:
‘After six months, the consumer needs to show the origin of the fault. Had the test shoppers presented their complaint within this context, then we are confident our staff would have responded appropriately.’
Oh, sort it out, shops. It’s not that difficult to understand, is it?