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    Replacement or Refund-Can anyone help please?

    Bought my daughter Elmo Live for half price in the Sainsburys sale just before Christmas.
    Its went kaput and they have offered me a full refund. Obviously id prefer a replacement as its going to be more expensive to buy a new one.
    Just wondered if I had any sort of right to ask for a replacement or if a refund is as good as it gets!
    TIA...

    18 Comments

    Do they still have them?

    If they still have them, then they would rather keep your money and give you another elmo

    Original Poster

    Sorry that would help-yes theyre still for sale on the website

    Did you buy it instore or online?

    buy it online and return the faulty one for full refund;-)

    meshosa;7991786

    buy it online and return the faulty one for full refund;-)



    The receipt shows the cost for less than the one online. She would have to pay more money for the same item.

    If it is faulty you have the right to request a replacement under the sale of goods act.

    Original Poster

    Mrs.Z;7991656

    If they still have them, then they would rather keep your money and give … If they still have them, then they would rather keep your money and give you another elmo



    No, they emailed me to say they could only do a refund-think because theyre double the price I paid now!

    Thanks for all the replies btw-starting to rep :thumbsup:

    karri123;7991872

    No, they emailed me to say they could only do a refund-think because … No, they emailed me to say they could only do a refund-think because theyre double the price I paid now!Thanks for all the replies btw-starting to rep :thumbsup:



    Oh, I thought you meant instore - I would phone them if I were you, tell them it's your daughter's favourite toy and she's really upset about it :thinking:

    Original Poster

    I bought it online.

    Thanks StudentJo-will google that

    Rep left for everyone

    electriclinux;7991814

    The receit shows the cost for less than the one online. She would have to … The receit shows the cost for less than the one online. She would have to pay more money for the same item.



    sorry I didn't make my self clear. I was suggesting the return of faulty one to the online order and keeping the working one. Postage will be extra cost. I think threatining with sale of goods act would be a better option. Better call central customer services.

    Yep play the sad daughter card

    Original Poster

    electriclinux;7991963

    Yep play the sad daughter card



    Will give it a go ;-)

    Thanks :thumbsup:

    karri123;7991932

    I bought it online.Thanks StudentJo-will google that :)Rep left for … I bought it online.Thanks StudentJo-will google that :)Rep left for everyone



    berr.gov.uk/fil…pdf

    Go to page 6, note that it says consumer can choose.

    Original Poster

    Thank you for that :thumbsup:

    karri123;7992203

    Thank you for that :thumbsup:



    No problem! Hope you get it sorted, they are being a bit naughty in my opinion :thumbsup:

    Write to the CEO (Justin King) tell him that you're appalled by the way you were dealt with in store followed by the story £5 says you'll have a replcement through the post in not time.

    J Sainsbury plc
    33 Holborn
    London
    EC1 N2HT

    They should have gave you the choice in the first place - i work in retail and they have to give you a choice of having your money back or having a replacement if its faulty, just tell them straight that you would like a new one as the other ones faulty
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