Fuming - Huge rant alert

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Nic

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Bought DA a nice Happy Mouth bit from not so local but local enough saddlery, that I have spent about £500 in in the last 3 months. So after 2 uses of about 30 mins each it splits, no problem thinks I. I have receipt will take back & get replacement.

YEAH RIGHT.

Not only was I not given a refund or replacement the bit will be sent back to manufacturer to determine "If the bit is at fault" This will take up to 30 days!!!!!

BarStewards. So I had a go, only boughr the damn thing last Monday & rude Asst Manager had the cheek to say "that wouldn't happen after 2 uses"! No Sh*t Sherlock hence why I want my money back!

I did point out I'd had bit for 11 days & pony for 12 so not sure how often she thought I'd managed to use it in that time!

So assuming I ever get a replacement for it I have to go out & buy another bit anyway or not ride my 5yo for a month.

I feel a very strongly worded email to their HO coming on.
 
That's not on Nic
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I'd be mad too. Doesn't it really suck when people don't value their customers! Grr!
 
think you did right having words with them. Why couldnt they see that it hadnt been used much, taken it off you, replaced it then sent it back to the manufacturer. Do these bits not come with a warranty or something like that???
thats really not on. Hopefully theyll send it off straight away and the company will get back in touch within a few days.
 
Had a very similar thing happen recently with a rug. Buy all my food and bits and bobs and spend a fortune in the tackshop bought a turnout rug from them and after 3 days noticed the stitching was all coming undone took it back only to be told i have to pay to have it cleaned so they can send it to the manufacturer can take upto 30 days. What is my fully clipped horse supposed to wear in the mean time!
I wrote and complained got a snotty letter explaining something to do with envoironmental health so stuck with a rug with crap stitching!
good luck sorting it all out, think you ought to not ride for the month oat said pony up then get the snotty assistant manager to come ride him!!
 
Whilst I too would expect an instant replacement, unfortunately it doesnt work like that
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They are actually correct in sending it back to the manufacturers, they are only selling a product on (at, I would think, a very small profit) so they do need it investigating
 
Hope you kept reciept ! I think your rights are that the goods you bought werent fit for the purpose in which they were sold so therefore you should recieve a refund and then its up to the shop to deal with manufacturer. Mind you if you dealt with the manufacturer direct they would be full of apologies and give you freebies.
I think I am right about your rights and good being fit for their purpose but i stand to be corrected !.
 
Some people deserve to go out of business being like that with their customers. Fair enough if someone was at it but surely the receipt had the date marked on it - how often can you use a bit in 11 days!!! I honestly think customer service has gone down the pan!
 
Not actually true Weezy: From TS website:

Troubleshooting

"It isn't our fault the goods are defective - go back to the manufacturer."

Not true - you bought the goods from the trader, not the manufacturer, and the trader is liable for any breaches of contract (unless he was acting as the manufacturer's agent).
 
your contract is with the shop not the manufacturer and in law the shop has the duty to exchange goods or refund if not fit for the purpose. A bit that only lasts 11 days fall s into that category, so I would go back and point this out. u should have more luck. It is funny how thing change when u talk about the sale of goods act
 
If you bought a tv or something from the big chains and it was faulty then you are quite within your rights for a full refund as the item you bought was not fit for the purpose in which it was sold.
I would be making a right old song and dance about it.
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Totally agree with kiba and wizgirl. Your contract is with the shop rather than the manufacturer, they should have given you another bit/money back and taken the mater up with the manufacturer themselves. This is the Sale of Goods act.

My local tackshop owner would have immediately replaced it, and would prob have been enquired if the defective bit had damaged the horse in any way, however the nearby "superstore" would have prob given a similar response to then one you got.

Fiona
 
The store has a responsibility to you as the customer! It has nothing to do with the manufacturer - that is between the store and them, not you and them!

If I was you I would go back to the store and demand a new bit and if they don't give you one then I would let them know that in no uncertain terms I would be speaking with the Office of Fair Trading first thing Monday morning.

These places should know what is the law and what is not - maybe they do, but they just hope that everyone is a sucker!
 
Try phoning your citizens advice or trading standards to see what your exact legal rights are then you can tell them that you have take legal advice and you know exactly what you are entitled to before you go in. Then see them try to wiggle out of that one!
 
Will contact TS for info but their website is very helpfull too. Will send an email I think as all ready wasted enough petrol (45 min each way
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Will let you all know how it goes x
 
Good. These people p*ss me off. they think we are all thisk and dont know our rights. My God you were going to walk away having paid god knows what for that bit and because it is faulty, you end up losing out!!!?? That is not on. Remember the customer is aleays right ( well usually)
If I was in scotland I would come with you.
You are the customer Nic and they are making interest on YOUR money sitting in the bank while you have nothing in return exept a large petrol bill and an unridden horse.
See the Manager !!!!!
 
BTW I have been known to take grapes back to sainsburys if they are off when I get home. They look nice under the shop lights but different when you get home !!
I'M NOT HAVING IT !!!!!
 
That is ridiculous. Even after 11 days of use it shouldnt have split. Thats probably why the shop was dubious! They may have thought you had done something to cause it to split!
However, I think the shop were a little silly not just replacing the bit and then sending the other one back to manufacturers for a refund themselves but maybe the system doesnt work like this, I dont really know. It is certainly not good for customer relations.

Dont do anything until you have calmed down! If you are rude it will make them less likely to be willing to replace the bit or refund the money.

Good luck with new pony.
 
I would report the matter to the Fair Standard Trading Officer for your area.

Your contract is with the retailer you bought it from and not the manufacturer. The product is fault and they must either replace it immediately or give you a refund.

30 days wait is unacceptable.

Don't have any nonsense from them.
 
What a bugger. Get them told! Can't add to the advice that you have already been given.
But I have a happy mouth dutch gag not being used so if it is of any use to you would happily post it to you till you get sorted & get your replacement!
 
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