With Scandal of the clueless shops

SOME big brands and chain stores have been fobbing off customers and ignoring basic customer rights.

Over the past six weeks I have carried out research into consumer complaints and the results are both astonishing and worrying.

Nearly four years after the introduction of the Consumer Rights Act 2015, many traders do not understand their obligations or simply choose to ignore them.

HORROR STORIES

One reader called Graham bought a sofa that developed a fault not long afterwards.

The retailer agreed it was faulty so sorted out a repair.

But the problem occurred again – three times.

Fed up, Graham, from Doncaster in South Yorkshire, asked for his money back.

But he was told: “You’re not entitled to a refund.

“The Consumer Rights Act allows retailers to repair goods and imposes a liability only to refund if a repair cannot be carried out.” WRONG – what the act says is that if the fault is discovered after 30 days, from the date of delivery or receipt of the goods, the retailer can elect to repair the goods.

But this is a one-time right, so if the same problem occurs again, power shifts to the consumer, who can elect to get a refund.

Another reader, Debra, from

QScarborough in North Yorkshire, purchased a Samsung microwave from a High Street retailer.

Just over two years later the microwave stopped working.

She contacted the retailer, who told her: “There is nothing we can do now as you are outside of the two-year guarantee period.” WRONG – just because a guarantee or warranty period expires, it does not mean that consumer rights end.

Consumers have up to six years to claim against traders and if they can prove that a problem is down

to a manufacturer’s fault, they are entitled to a free remedy.

Tim, from Croydon in South London, asked for a price reduction after a well- known online retailer told him repairing or replacing his faulty vinyl flooring was “not an option”.

They said it could only remove the flooring and give a refund. WRONG – although traders do not like it, section 56 of the act says a consumer can demand a discount if a retailer is unable to provide a repair or replacement.