Cannot return to store

[Johngra]

I went into the store and got an upgrade on what I thought was a good deal. I signed the contract and took it home but it has been left all boxed up.

My wife showed me a much better deal online so I rang the store but are refusing to let me return it and cancel the upgrade. They have signed saying I was happy when I left and then stopped talking to me on the phone as they knew I was unhappy with their attitude.

I accept I should’ve researched it better but thought I was getting a good deal but now know it’s not.

Any ideas how I go about sorting this out? Does it look like am I stuck with this deal I certainly won’t renew when my contract is up next time.

[Chris_B]

@Johngra  There is no cooling of period with store sales. Only with phone and online sales are you entitled to a cooling of period ( 14 days ) as that’s the law. 

You might want to read THIS 

[Cazzy2023]

Where did this happen? I mean, is the store nearby? You should have 14 days to change your mind. 

Was the new contract explained clearly to you? I had the same problem. I, therefore, made a written complaint to EE and told them I felt that the new contract was missold to me, and I ended up with a higher cost. 

If you need help constructing your email to ensure it is effective, try the https://www.resolver.co.uk/

Hope this helps.

[XRaySpeX]

@Cazzy2023 : You don't have 14 days to change your mind when you buy from a retail shop. The statutory 14-day cooling-off period applies only to online & phone sales. The law is framed to account for the fact that when buying from a retail store that you have your hands on the product, , you can examine it to your heart's content & you may ask as many Qs of the salesman as you wish. You do not have these opportunities when ordering online or by phone.

[Cazzy2023]

It worked out for me. Therefore I am recommending the process that helped me to be of help. Good companies often go above and beyond over to do what they are obliged to by the law. @XRaySpeX please share the link that backs up your justification that there is nothing @Chris_B can do.

@Chris_B one can only try. I felt that I was missold a product hence I made an effort to complain. The complaints department over the phone wasn’t as helpful and responsive as the one who received my formal email complaints that I constructed following the trading standards recommendation. I now am free of the contract, the store team were apologetic and I can get a new contract that will suit me better. 

Hope your issue gets sorted.

[XRaySpeX]

@Cazzy2023 : The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , §29 & §30.

What happened to you is not binding upon EE or shops in general.

[bristolian]

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@Cazzy2023 wrote:

You should have 14 days to change your mind.

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Martin Lewis often covers this exact point, but there is no statutory right to a "change of mind" return with instore purchases.

Many retail shops do offer goodwill exchanges, but that is up to them and it's not something EE retail shops have.

I have personally always bought my electronic devices & upgrade phones via online or telesales for this exact reason. Use a retail shop to handle the goods if you want to, but then politely decline any offer to purchase.

[Cazzy2023]

@XRaySpeX thanks for the link.

@Chris_B just to reassure you I had an EE confirmation email removing me from 24 monthly contract. Instead, they are allowing me to renew anytime from now. 

Also, it specifies in my current account that I am no longer on 24 months contract and free to upgrade or change the plan anytime. 

@bristolianit could be a gesture of goodwill, but the EE complaints department who contacted me agreed that there were elements of incomplete disclosure from the store,  of the difference between my existing contract and the proposed contract that I agreed to take out.