General Chat, Products & Comps <
08/01/2013 at 13:20
The boys got this castle from Smyths over Christmas. The day after they got it (New Years Eve) one of the bits of the moat came unstuck which annoyed me, but it just needed a dab of glue so their Grandad fixed it. When I got it home I noticed one of the screws holding a wall together had come out and the wall was loose. Had a spare screw so fixed it again, but it had broken a bit of the wood off. The next day another part of the castle came unstuck. So I emailed Smyths telling them I'll send photos of the faulty parts and asking for a direct replacement.
They've emailed me back telling me I need to arrange and pay to send it back to one of their warehouses to be inspected. They will reimburse me the delivery costs if it is actually faulty and then send me a new one. AIBU to not to want to do this and to think that it's a pretty poor returns service they've got?!
08/01/2013 at 13:46
Yes I agree that is pretty poor. Could you not take it into one of their shops and they can refund you? Did you buy it online and that is why it needs to be sent back, maybe a branch could do it for you.
08/01/2013 at 14:03
I'd take it back to where it was bought from and get them to cover the cost of sending it back. It sounds pretty shoddy to me.
08/01/2013 at 14:09
It was purchased online. Nearest store is 30 miles from me in Charlton.
Have quoted the Sale of Goods Act at them: Under the Sale of Goods Act, the retailer must either repair or replace the goods 'within a reasonable time but without causing significant inconvenience'. Expecting me to post a castle to them is significantly inconvenient!
08/01/2013 at 14:12
No, you're not being unreasonable - not sure I'd even want another one given the amount of parts that have gone wrong with this one! Does seem unfair you have to fork out delivery costs even if you are going to get them back.
08/01/2013 at 14:20
Not unreasonable at all!
08/01/2013 at 16:25
I'd stick to your guns on this one - sounds shoddy!
08/01/2013 at 17:29
I have heard that as a returns policy before so it doesn't seem extreme to me. In fact Kiddicare had the same policy when our pram was faulty.
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