Worst Customer Service Disabled Customer Treated Awfully By Rushden Lakes Store.

[ians325]

High Level Complaint,

I Purchased a Pair Nreal Glasses from your Rushden Lake Stores, 3 weeks with promise that they would phone me when the glasses are arrived in store that never happen I had to pop in to store a week late even though the glass had come 2 days later. 

Last Night my Nreal Glasses Broken when I adjusted the adjust arm.  They where not forced and the other arm was adjusted at the same time. Ive been using them for the last couple of weeks so I know how to adjust the arms.  I tried to take them back to store today and was told that I need to contact customers services. I refused as under the sales and goods the item was defected I should either be offered a replacement or my money.  The Guy in the store refused to listen said it was 3rd party product, I replied all items are 3rd party as EE does not make devices.  The Guy did not agree with Sales and Goods act and keep saying contact customers services.  He said I had a bad attitude was going to security I explained I had Aspergers he still call secuirty.  They Then phone the manager who said he would refund me but they do not keep cash in the store .   So I left the store agreeing that I will take the refund but have to wait until they had the money instore and agrreed   would still phone customer services.  I phoned customer service would said because the item was purchase in store it had to be replaced in store and was cover by 45 day guarantee they had to refund me or replace the item.  I told the agent that the guy store said they done make them any more,  so you will have contact the people make the device, I told the guy in store im not ringing. im sure if an apple product or Samsung product was defected EE would replace them with in 30 days.  The customer service said that's not true we do still sell the product, so I can go back to store get the item replaced it not my responsible to sent the item away to china its EE responibile to replace the item or refund the item under sales and goods act.  I will go to store tomorrow and expect either refund or a replacement to be ordered.

[Christopher_G]

Hi and welcome to the community, @ians325 

I'm so sorry to hear of your experience. It sounds from your explanation that the store have agreed to refund you for it. Is that the case? If a device is diagnosed as faulty, it should be replaced in-store. The grey area is when a device is damaged.

I would appreciate it if you could keep us updated with what happens when you speak to the store again.

I hope you get sorted.

Chris

[ians325]

`I want is a replacement, and not have difference messages, this is a complaint against the store agent. The item is defected, when the store agent says contact the manufacture sorted under there warranty, its a third party item so are apples and Samsungs.  It Should be replaced then being given different messages from customer service its awful. I would like a call to deal with this complaint

[Christopher_G]

OK, I've sent you a private message to get a bit more information from you, @ians325.

Please have a look and get back to me. 

Thanks

Chris

[XRaySpeX]

The Consumer Rights Act gives you a clear early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

Contact the retailer you bought the goods from and tell it about the problem and that you want to reject the item and get your money back. The retailer should know this & not threaten to call Security on you.

Use your 30-day right to reject

Your right to a quick refund is limited to 30 days from the date you took ownership of the product (this could be the date of purchase or the date it was delivered to you - whichever is later).