Consumer rights on a free item received as part of a min spend in a shop (The Entertainer)
Hi
Wondering if any one has any idea where I stand?
On Saturday a new shop called the Entertainer opened in our town, they were running a promotion that is you spend £12 on Ben 10 items you received a free Ben 10 inflatable Sofa.
When we pumped the sofa up there was a fault with the valve, and the air comes out quicker than it goes in.
I returned it today to some very dissapointing customer service.
Firstly I was told "it was free, why dont you use a puncture outfit"
I explained that it is a faulty valve so it can not be fixed with a puncture outfit.
I then got told "no more in stock, nothing we can do"
Said I was still not happy, please get the manager..
No manager arrived, except a message from the staff member this time telling me..
They class it as a "freebie" so it has no value, and they were giving them from the Cartoon Network to give away so it is not their responsibility!!!
GRRR..... I said I would take it up with their head office, but in all reality I am not sure on what my rights are?
All Comments (16)
Jump to unread Post a CommentWithout the "freebie", you wouldn't have bought the other ben 10 items. Would you? (_;)
The attitude of the member of staff if thats true sounds appauling, I would be taking this up with the area manager. See if you can get his number from head office.
Edited By: jonny619447 on Jul 16, 2012 17:38
My wife is really cross with me, but what was I suppose to do? sit in the store until they done something!
My wife is really cross with me, but what was I suppose to do? sit in the store until they done something!
Thing is when they have un-trained monkeys working on the front line of retail this is what happens, Any manager worth his salt will source a replacement or compensate you with some vouchers worth in excess of the "freebie"
that was my point, but the item was not on the receip[, they just kept saying it is not a stock item they were sent from Cartoon Network for that promotion.
I am not happy, my son look crest fallen when it would not pump up
that was my point, but the item was not on the receip[, they just kept saying it is not a stock item they were sent from Cartoon Network for that promotion.
I am not happy, my son look crest fallen when it would not pump up
so what did you expect the manager to do?
post a pic of the valve and i'll tell you how to bodge it
I said to him that on Saturday they were quoting a value on £14.99 on the sofa all over their windows, so I would take a tenner in vouchers.
that was my point, but the item was not on the receip[, they just kept saying it is not a stock item they were sent from Cartoon Network for that promotion.
I am not happy, my son look crest fallen when it would not pump up
so what did you expect the manager to do?
post a pic of the valve and i'll tell you how to bodge it
I said to him that on Saturday they were quoting a value on £14.99 on the sofa all over their windows, so I would take a tenner in vouchers.
If the sofa was an incentive to the deal then you should be entitled to a replacement, you`re not entitled to demand money or vouchers. You didn`t pay anything for it, after all.
Surely they could rustle up another sofa from another branch?
that was my point, but the item was not on the receip[, they just kept saying it is not a stock item they were sent from Cartoon Network for that promotion.
I am not happy, my son look crest fallen when it would not pump up
so what did you expect the manager to do?
post a pic of the valve and i'll tell you how to bodge it
I said to him that on Saturday they were quoting a value on £14.99 on the sofa all over their windows, so I would take a tenner in vouchers.
If the sofa was an incentive to the deal then you should be entitled to a replacement, you`re not entitled to demand money or vouchers. You didn`t pay anything for it, after all.
Surely they could rustle up another sofa from another branch?
I did not demans anything, when they said they could not get hold of anymore, I said obviously we need to come up with a solution
Depending on the terms of the offer, as mentioned above, you will be entitled to a full refund.
if they dont have any more stock then they cant magic 1 out of thin air
or heaven forbid source yourself another from another store/ebay and.................... shsshhhhh
I am sorry to hear of your experience in our Kings Lynn store. As a company we pride ourselves on our great customer service, so whenever a customer is let down, it is disappointing for us all.
It has been brought to our attention that there were a few problems with a small batch of these Ben 10 Inflatable Sofas, but I can only presume that when you went into store they had not realised this. Nevertheless, I would have expected them to try and be more helpful in order to resolve this for you.
As you are aware, this is a very new store that has only just opened, which may account for the confusion in this somewhat unusual case. They would not have experienced a promotion like this before, and it sounds as if the assistant manager had become particularly confused regarding the policy on returning such items!
We have now spoken to the store to ensure that they are aware of the correct way to resolve cases like this for customers, and to highlight that even if they are not sure, there is always the Head Office Team at hand to support them.
We would like to thank you for bringing this to our attention, as customer feedback is a key contributor for us to improve our service in store. It is particularly valuable for a new store like Kings Lynn to ensure we are getting it right.
In regards to your faulty sofa, I would be more than happy to send a replacement out to you. If you would be so kind to provide your address details, I will arrange this straight away for you.
I am sorry to hear of your experience in our Kings Lynn store. As a company we pride ourselves on our great customer service, so whenever a customer is let down, it is disappointing for us all.
It has been brought to our attention that there were a few problems with a small batch of these Ben 10 Inflatable Sofas, but I can only presume that when you went into store they had not realised this. Nevertheless, I would have expected them to try and be more helpful in order to resolve this for you.
As you are aware, this is a very new store that has only just opened, which may account for the confusion in this somewhat unusual case. They would not have experienced a promotion like this before, and it sounds as if the assistant manager had become particularly confused regarding the policy on returning such items!
We have now spoken to the store to ensure that they are aware of the correct way to resolve cases like this for customers, and to highlight that even if they are not sure, there is always the Head Office Team at hand to support them.
We would like to thank you for bringing this to our attention, as customer feedback is a key contributor for us to improve our service in store. It is particularly valuable for a new store like Kings Lynn to ensure we are getting it right.
In regards to your faulty sofa, I would be more than happy to send a replacement out to you. If you would be so kind to provide your address details, I will arrange this straight away for you.
Good outcome then :)