How to complain about a faulty item
Every day, consumers ask me a variety of questions across Instagram, Facebook, TikTok and Threads. In my weekly The Complaining Cow Consumer Column I share the issues that come up most frequently.
In this video, I explain why you’re entitled to a full refund within 30 days and why a credit note is not legally acceptable.
@thecomplainingcow Replying to @Sarah | Mum of 2 girls 🫶🏻 had to complain about a wedding dress #wedding #weddingdresses #knowyourrights #refunds #moneytipsandtricks
Sarah bought a wedding dress in preparation for her big day. But just over a week later, when trying it on again, found that that an “eye” was missing and two buttons were hanging off. She told me that the company had offered a credit note and asked me if this was legally correct.
In short. No!
Under the Consumer Rights Act 2015 items must :
- be fit for a specific purpose
- be of satisfactory quality
- match the description
- be free from defects
- last a reasonable length of time
The dress clearly breached nearly all of the above legal requirements!
Because Sarah had bought the item less than 30 days before, she is entitled to a full refund. This should be returned onto the same method used to pay. So, if the item was paid for on a credit card the full payment should be refunded to the credit card.
If it had been more than 30 days from purchase that the fault was found then Sarah would have been entitled to a repair or replacement. The business decides which but is given only one chance at making a successful repair.
If the business is unable to replace or repair – or if the repaired item is still faulty – then it must give a full refund.
If a business refuses to adhere to your consumer rights then write to the CEO (find the CEO contact details on ceoemail.com). Follow the Top 20 Tips for complaining effectively, putting your complaint in writing and explaining how you will take the matter further if you do not get a satisfactory outcome.
Wedding related posts
How to have the wedding of your dreams on a budget how to save money on your wedding
Don’t get tied in knots over wedding cancellation your rights when a venue cancels
How to complain to get refunds and more
Top 20 Tips on how to complain effectively.
If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer provides you with more tips.
More frequently asked in questions in The Complaining Cow Consumer Column
