Can anyone give me some advice on UK consumer rights?

Question

Three weeks ago I bought 3 hairbrushes for my children from Boots the chemists in Stafford, at £6 each, total cost £18. They were very poorly made and fell apart within 24 hours.

I had already put the receipt in the bin, and did not go through the rubbish looking for it, because they were Boots own-brand, so there was no question of my having bought them elsewhere.

I did not get an opportunity to take them back to the shop till today. The sales assistant tried to refund me 3 x £1.50, rather than 3 x £6, because the brushes have been marked down and now cost £1.50 each.

She refused to refund the correct amount, so I took the pieces of brushes back home again.

Boots is a big retailer, and this is the sort of behaviour you would get from some dodgy black market dealer.

Does anyone know what my consumer rights are in this situation?

I could prove that I bought the brushes three weeks ago, because one of them fell apart as I was brushing my daughter's hair at a children's party the following day in front of lots of other people, but I would need to bring the other people to the shop - not very convenient!

Thanks in advance for your help.

Answer 1

look it up

Answer 2

If you can remember the exact date and EXACT time you could have a solution.

You know all these CCTV cameras they have in Boots "for the safety of our customers"  LOL  

Well ask them to look at the tapes and they will see you buying the brushes at that particular time.

Got to be worth a try.

.

Answer 3

Without a receipt, if it is something that could not have been purchased anywhere, like an own brand, then the store is entitled to offer you a refund at current price, or if you are really unlucky, at the lowest price they have ever sold it at.

If however you can identify a credit card receipt identifying time, date and place they have no reasonable grounds for refusing to either honour it or at least investigate it.

Then there is the head office approach. No store manager wants complaints going to head office. Push the point with head office and see what happens. At the end of the day though, you were issued a receipt for this reason, and you are within the realms of customer good will. How much care and respect does the company really have for its customers?

Genuine, as apposed to fraudulent requests such as this are more likely to be taken to head office by a customer, than the fraudulent ones that the store is guarding against.

To me hairbrushes for and used around children, that fall apart, that may introduce choking hazzards makes this possibly a stronger argument for your money back than the store originally appreciated.

Good luck. I really think you stand a better chance of getting the full refund if you deal with head office. Citizens advice might be a useful lever to get your full monies returned for "goods not fit for the purpose".

Maybe let us/me know how you get on?

Answer 4

The issue here isn't proving where you bought the brushes from, but proving how much you paid for them.  To prove this you must produce the receipt or your debit/credit card slip.  Without this you can't prove how much you paid for the items.

The sales assistant is correct because you haven't produced a receipt or debit/credit card slip to prove how much you've paid.

My friend is a manager at Boots' biggest competitor, Superdrug.  They have a system, called Electronic Journal, that allows them to access all of the receipts (electronically) going back 18 months.  According to my friend, they use this system for disputes such as this.  The customer need only give details of day/time they came in and the amount they spent and Superdrug will trace it and they can view a copy of the receipt.  I'm not sure if Boots have a system like this, but I suppose you could ask one of their managers.

I think the best course of action here is to write a letter to Boots' head office address (see below) explaining the situation.  As a mark of goodwill it's likely that they might refund you the full £18.

Boots Group PLC

1 Thane Road

Beeston

Nottingham

NG2 3AA

Next time though, I'd recommend that you keep your receipts for items like this, in your purse for a few weeks until you know the product is ok.

Good luck.

Answer 5

You need to write a letter of complaint to the branch of Boots where you bought the brushes from. Give full details, when you bought them and how much you paid etc. Get a couple of people who witnessed the brush falling apart to write a letter stating that fact. Make sure you copy the letters before enclosing the originals with your letter to Boots. Keep a copy of your letter too. If you are not sure what to do telephone your local Trading Standards office for help.  

Answer 6

They're faulty, Boots are responsible.

Ask the sales assistant again then take it to head office.

I've taken stuff back to Boots LOADS of times.

Answer 7

The assistant was correct in what she did...sorry, but if you do not /cannot provide proof of purchase you will be refunded at it`s current price. Taking in your friend would be pointless. If you paid by card you could show the date and amount, then she would have to override the price. Other than that you could go to trading standards and ask them to resolve it for you.

Answer 8

You are entitled to a refund of what you paid. It is proving what you paid that is difficult.

OK you don't ave a receipt but do you have other evidence? Did you pay by credit / bank card? If so there will be a record of the transaction and the store can find it on their til.

Do you have a Boots clubcard? If so the points awarded will show what you paid.

OK those are cast iron proofs, there are other semi proofs, do you have a receipt for any other shop you visited at the time? A parking receipt?

When did the store change the price? If you can prove you had not been in since the price change then you could argue you had to have paid full price.

I'd write into Boots head office and complain.  Include a 'witness statement' from someone at the party.

Answer 9

The sales assistant is correct. you have to prove that you paid £6 showing your receipt. Find your receipt or accept the currant price.

If you can not find it you may consider writing an appeal to customer service department.

Answer 10

Try consumer direct as they can usually help.

http://www.consumerdirect.gov.uk/

Answer 11

(1) It is irrelevant the price was reduced. You paid £18 and are entitled to your money back or three new brushes but it is a manufacturing fault so money back it is.

(2) Boots are totally responsible ( the store where you bought them) NOT the manufacturer.

(3) You dont have to have a receipt. But you do have to have proof of purchase. Card statement etc  is enough. I took something back to a DIY shop with no receipt and was told i must have a receipt, i said  "NO i only have to prove i bought it here, theres the person who sold it to me "

Best to see the manager of the shop and tell them you shop there a lot and are very disappointed. Try to find the person who served you to se if they remember then cite that person

in your argument. Lets be fair, any one could walk in to boots with three old brushes and try to claim the money so proof of purchase is a fair and just procedure. I think you will win if you see the manager and be curteous and accept any good will gesture.

Answer 12

Do an instore demonstration so the public see this crappy product. boots will want you out really pronto and will reimburse fast fast fast.

Take the faulty ones back tied up in a pretty bow and suggest that they are a gift from you to the President of Boots for his kids.

Answer 13

I think the fact you have no receipt means your options are limited

Answer 14

Because you did not have the receipt, you have to accept the refund at today's prices.

The only other way is if you paid for them by credit/debit card and can prove your buy at that price then you have the right to request the full price.

Now with respect, Stafford is a small town, you have to go to town to get anywhere, so I feel your excuse that you couldn't go until today is a bad excuse.

Answer 15

The simple answer to this is you will only get offered the current selling price for these items unless you can provide them with proof of purchase, stating you paid otherwise.

This is not just Boots' policy, it will be the same wherever you would have bought them.

In the furure, it would be worth keeping the receipt for whatever you buy.