Powercity won’t take back laptop I bought

I bought a laptop in Powercity but because of Covid I wasn’t able to browse in person. I spoke to a salesperson on the phone who recommended a laptop and when I viewed it on the website it looked nice so I decided to go for it.

I went to Powercity and told them the laptop I wanted, paid for it and brought it home. When I took it out of the box I saw the screen was a good bit smaller than I realised and I wasn’t happy with it. It doesn’t look like the laptop on the website at all. The receipt says “Return/Exchange within 28 days: will be offered store credit. Box unopened and receipt required. (Excludes laptops, mobile phones and software.)

So I assumed this meant they make an exception for the box being unopened in the case of laptops.

I got in contact with Powercity and they told me they can’t take it back because I’d opened the box. I read out what it says on the receipt, and he told me that it doesn’t apply to laptops and what they mean is that they might not necessarily take the laptop back, even if it’s unopened. I told him I was very confused by the wording.

I explained that because of Covid I wasn’t able to view it in person, and surely there must be some lee way with returns under these circumstances? He told me no. I was never even informed before I made the purchase that I wouldn’t be able to return it once the box was opened, or I never would have bought it in the first place.

I’m so annoyed. Do I really have no comeback here at all?

Thanks in advance for any feedback.

[Deleted User]

[Deleted User] wrote: »

I went to Powercity and told them the laptop I wanted, paid for it and brought it home......

The receipt says “Return/Exchange within 28 days: will be offered store credit. Box unopened and receipt required. (Excludes laptops, mobile phones and software.)

It appears this falls into the “change of mind” category.

I can’t really see myself why you are annoyed, the size of the screen is fairly straightforward to gauge before you buy.

Dav010

Dav010 wrote: »

It appears this falls into the “change of mind” category.

I can’t really see myself why you are annoyed, the size of the screen is fairly straightforward to gauge before you buy.

This one genuinely looks bigger on the website.

dobman88

I had a similar problem with a laptop before and the reason I was given for no refund/exchange was that they couldn't resell it with an open box as it is deemed used even though I hadnt even turned it on. Lodged a complaint and fought my case but got nowhere so just sucked it up. Still have the laptop lol.

Del2005

Deleted User wrote: »

This one genuinely looks bigger on the website.

The website will have the screen dimensions on it.

kippy

[Deleted User] wrote: »

This one genuinely looks bigger on the website.

Can you link us to the site?
Its very hard to gauge just by a picture the size of the screen.
I am assuming it's a 14 inch screen and you were expecting a 15.6 inch. Did it mention this in the specs? Did you mention it as a requirement to the store when you were speaking with them?

salmocab

[Deleted User] wrote: »

This one genuinely looks bigger on the website.

Unfortunately you bought it in store not off the internet so it’s not their issue.

elperello

Go back and check the website.
Take a screenshot of the one you wanted.
Next check that you have got the same model.

SourSessions

Deleted User wrote:

This one genuinely looks bigger on the website.

Did the website have specs?

bucketybuck

Deleted User wrote: »

The receipt says “Return/Exchange within 28 days: will be offered store credit. Box unopened and receipt required. (Excludes laptops, mobile phones and software.)

So I assumed this meant they make an exception for the box being unopened in the case of laptops.

It clearly means that their Return policy excludes laptops, phones and software.

Smee_Again

[Deleted User] wrote: »

This one genuinely looks bigger on the website.

How big was the screen you were viewing it on?

is_that_so

Deleted User wrote: »

This one genuinely looks bigger on the website.

If it's for home, buy yourself a bigger monitor to work with. Even a TV will do at a pinch or you could just cast the laptop onto the TV with Chromecast.

Tar.Aldarion

They don't have to take it back, terrible customer service (another reason brick and mortar stores like this will die) but they don't have to. If you'd bought it online they would have to.

Tar.Aldarion

Tar.Aldarion wrote: »

They don't have to take it back, terrible customer service (another reason brick and mortar stores like this will die) but they don't have to. If you'd bought it online they would have to.

What?

The op has opened the laptop, the receipt clearly outlines their returns policy. I’m struggling to see how this is anything other than buyers remorse.

Tomtata

I once bought a €15 kettle from Powercity it was labeled blue + pic of blue kettle on the front. When I opened it at home it was red? I'll never forget the amount of hassle the rep gave me instore to exchange it (it was 15 poxy euros).. I eventually got it changed for the correct color & had to open the box instore to confirm.

That was the last time I ever bought anything from them ~8 years ago Coolock branch.

Jim_Hodge

Tomtata wrote: »

I once bought a €15 kettle from Powercity it was labeled blue + pic of blue kettle on the front. When I opened it at home it was red? I'll never forget the amount of hassle the rep gave me instore to exchange it (it was 15 poxy euros).. I eventually got it changed for the correct color & had to open the box instore to confirm.

That was the last time I ever bought anything from them ~8 years ago Coolock branch.

That's hardly comparable or relevant.

As you bought and paid instore you're screwed. I wouldn't even try to argue with Powercity, they are the most unhelpful shower at the best of times. The only time I ever managed to return something to them and got a refund, was when I purchased and paid online, then collected.

Online sales are usually covered under the distance selling regulations.

Sell the laptop on adverts, and buy another laptop elsewhere. This time, pick and pay online, and then collect, if you can't browse instore. Chalk it up to experience.

Tomtata

Jim_Hodge wrote: »

That's hardly comparable or relevant.

That's True - the box opening reminded me - T&C's cleared stated - op just unlucky

Del2005

Tar.Aldarion wrote: »

They don't have to take it back, terrible customer service (another reason brick and mortar stores like this will die) but they don't have to. If you'd bought it online they would have to.

You do know what companies do when their opposition loses/closes?

BTW returns of online purchases are a huge environmental disaster as most are dumped and not but back into the system.

https://www.cbc.ca/news/canada/marketplace-amazon-returns-1.5753714


https://www.bbcearth.com/blog/%3Farticle%3Dyour-brand-new-returns-end-up-in-landfill/

Government buildings

The lesson here is don't buy anything from your local shops. Buy online, preferably on Amazon.

Car99

Government buildings wrote: »

The lesson here is don't buy anything from your local shops. Buy online, preferably on Amazon.

But not on Amazon.co.uk after 31 Dec 2020

Scotty #

Government buildings wrote: »

The lesson here is don't buy anything from your local shops. Buy online, preferably on Amazon.

Once the seal has been broken on the box, Amazon won't take it back either. What if the purchaser has placed a trojan or key logger on the device? No reputable electronics outlet will accept a laptop as a return after the seal has been broken unless it's faulty.

Government buildings

Must be lucky as I have returned electronic items to Amazon no bother. I have even been credited for the return before they have received the item.
Contrast this with the local shops. Even with the most genuine excuse, they put you through the hoops. if you're lucky they will send the gods for repair. You buy something with your hard earned cash and are expected to accept a repaired item. Buy local? Don't be a fool. Shower of crooks.
People look back nostalgically at the local draper shops etc years ago in the local town. Well I remember they wouldn't let you leave the shop without buying some rubbish you didn't want. Load of gangsters!

notharrypotter

Government buildings wrote: »

Must be lucky as I have returned electronic items to Amazon no bother. I have even been credited for the return before they have received the item.
Contrast this with the local shops. Even with the most genuine excuse, they put you through the hoops. if you're lucky they will send the gods for repair. You buy something with your hard earned cash and are expected to accept a repaired item. Buy local? Don't be a fool. Shower of crooks.
People look back nostalgically at the local draper shops etc years ago in the local town. Well I remember they wouldn't let you leave the shop without buying some rubbish you didn't want. Load of gangsters!

Due to a little thing called distance selling regulations Amazon have no choice but to take things back.
Not comparable but what the hell.

Government buildings

Exactly. That's why you should avoid bricks and mortar shops.

wildwillow

Government buildings wrote: »

Exactly. That's why you should avoid bricks and mortar shops.

Not fair to slate all local shops. I make a point of buying local if at all possible and find most stores are very responsible and helpful.

Also, when the internet shopping craze has closed all the local small shops, we are going to have to replace commercial rates with some other charges, local jobs will also be hard to replace.

whiterebel

notharrypotter wrote: »

Due to a little thing called distance selling regulations Amazon have no choice but to take things back.
Not comparable but what the hell.

Amazon will tell you to pay for the return now for change of mind. They didn't before, but changed recently.

Government buildings

The local shops will only survive of they offer the same rights as the online shops.

I constantly hear the call to buy Irish, but they never tell you about their after sales rules and regs should anything go wrong.
That's why I buy online if at all possible.

Government buildings

The thing is if local shops offered the same returns conditions as the online shops, they would clean up. Very few people need to return goods. But if you know you can return goods without any quibble, you will buy no problem.

Coybig_

Government buildings wrote: »

Exactly. That's why you should avoid bricks and mortar shops.

Because the OP is incapable of reading screen dimensions, people should avoid bricks and mortar shops?

Their screen dimensions are literally listed before you even click on the laptop to get the full spec.

I once bought a microwave from PC that was broken. Bought and paid online, click and collect.

Brought it home, and it was completely dead. Tried to return it the next day and the store manager tried to fob me off with a repair. He basically accused me of breaking it, even said I might have dropped it on the way to the car. I said it was just as likely a staff member had dropped it in the stock room.

I stood my ground and told him I'd purchased online and had 14 days to return under the distance selling regulations. He had to call head office, but they confirmed he had to take the microwave back.

The only sucking point then was they issued the refund by cheque from head office.

Buy local if you wish, but go to anyone except PC.

Government buildings

Government buildings wrote: »

The thing is if local shops offered the same returns conditions as the online shops, they would clean up. Very few people need to return goods. But if you know you can return goods without any quibble, you will buy no problem.

This is true. Argos is great for taking things back.

Coybig_

Deleted User wrote: »

I once bought a microwave from PC that was broken. Bought and paid online, click and collect.

Brought it home, and it was completely dead. Tried to return it the next day and the store manager tried to fob me off with a repair. He basically accused me of breaking it, even said I might have dropped it on the way to the car. I said it was just as likely a staff member had dropped it in the stock room.

I stood my ground and told him I'd purchased online and had 14 days to return under the distance selling regulations. He had to call head office, but they confirmed he had to take the microwave back.

The only sucking point then was they issued the refund by cheque from head office.

Buy local if you wish, but go to anyone except PC.

Not relevant then is it? OP's Laptop is not broken or defective in any way!

Coybig_

Coybig_ wrote: »

Not relevant then is it? OP's Laptop is not broken or defective in any way!

Thats why I told them to sell it on Adverts and chalk it up to experience, and go anywhere except PC next time.

Bikerman2019

Just wondering if you went into a shop to buy a laptop and the box was open, someone had got it before you, but brought it back for some reason, would you be happy to take it or would you reject it or demand a discount?


I imagine the answer would be no. But you expect a shop to take it back due to your inability to read the specs before purchase. A shop is not required to take it back and you are just being difficult.

Government buildings

Coybig_ wrote: »

Because the OP is incapable of reading screen dimensions, people should avoid bricks and mortar shops?

Their screen dimensions are literally listed before you even click on the laptop to get the full spec.

He/she can get the same details online, and yet return it no problem. Because he/she hasn't literally seen it or handled it, covered by distance purchasing. Mistake was to buy in in a shop.

Coybig_

Deleted User wrote: »

Thats why I told them to sell it on Adverts and chalk it up to experience, and go anywhere except PC next time.

Why?

There wouldn't have been any issue with Powercity if the OP was capable of reading the dimensions which are literally spammed throughout the laptop section of the website.

You're recommending that people avoid a shop because the OP had buyers remorse after making a very silly error. That is ridiculous.

I think part of the problem here is the OP asked for the advice of a sales person, and took their recommendation. The sales person has a part to play here.

It still won't get the OP anywhere with PC, but not everyone is au fait with looking up and understanding specs.

I know if I'd asked my mother to buy a laptop, she'd have been clueless about something like that.

Government buildings

Bikerman2019 wrote: »

Just wondering if you went into a shop to buy a laptop and the box was open, someone had got it before you, but brought it back for some reason, would you be happy to take it or would you reject it or demand a discount?


I imagine the answer would be no. But you expect a shop to take it back due to your inability to read the specs before purchase. A shop is not required to take it back and you are just being difficult.

The thing is, the minuscule amount of bad returns would be far outweighed by the much greater amount of sales if you had the same rights as buying online.

Coybig_

Coybig_ wrote: »

You're recommending that people avoid a shop because the OP had buyers remorse after making a very silly error. That is ridiculous.

No I'm recommendng people avoid a specific shop because of my direct personal experience of their customer service and returns policy.

Suckit

@OP - When did you purchase it?
Did you rip the box or damage it, or just break the seal?

Unfortunately you would have been better off purchasing the laptop online, as that way you have a 14 day cooling off period. You can return the item for any reason within that time frame.
Some stores (offline/B&M) will accept returns for a certain time period, but they are not legally obliged to. They may have decided not to because you were outside that time frame or the box was badly damaged etc.
If everything is in good nick, then maybe you just got unlucky with the store/staff. In particular the person who recommended it to you.

Government buildings

Going straight into a main street store to buy, say a washing machine, a TV, cooker etc. is an idiotic thing to do . You are at the mercy of the salesperson. You don't know what you're buying, it could be a load of out of date unreliable rubbish.
The shop should have unbiased reviews posted beside the item for sale, just as there are online. Also they should give you a leaflet giving full specifications of the goods and offer you the opportunity to do your own research online on the shop premises, or at home. Then they will do serious business.

Darren 83

OP Did you ask for a specific screen/specs when talking to sales person?

I don’t understand why people think they can bring stuff back opened. I certainly wouldn’t take an item if box was open.

notharrypotter

Government buildings wrote: »

Exactly. That's why you should avoid bricks and mortar shops.

When you go to a regular shop you should have the opportunity to inspect the item prior to purchase
When buying on line this option is not possible.

Hence the requirement for online businesses to permit you to change your mind and return items.

Most online business if given a chance would not take returns or make you pay postage for the pleasure.

.

The thing is if local shops offered the same returns conditions as the online shops, they would clean up. Very few people need to return goods. But if you know you can return goods without any quibble, you will buy no problem

I suggest that you go and get a job for a little while in a "local" retailer.
Then educate yourself regarding the amount of people who wear things once and try the "it didn't suit me" line.

Government buildings

I daresay the same thing happens with online sales. This is factored into their sales projections. Yet online sales are booming.

Scotty #

notharrypotter wrote: »

Due to a little thing called distance selling regulations Amazon have no choice but to take things back.
Not comparable but what the hell.

Unsealed laptops, PC's, software, DVD's... are exempt from distance selling regulations. Amazon will not accept unless faulty.

A laptop which has had the seal broken, whether actually turned on or not, is second hand.

notharrypotter

notharrypotter wrote: »

When you go to a regular shop you should have the opportunity to inspect the item prior to purchase
When buying on line this option is not possible.

Hence the requirement for online businesses to permit you to change your mind and return items.

This is what I would do now, if making a big purchase. Go instore, browse, pick out what I want, then go home and buy it online for collection or delivery.

Its the safest option for the purchaser, if things do go wrong.

The OP in this case said they couldn't browse instore due to covid restrictions.

Scotty #

Scotty # wrote: »

Unsealed laptops, PC's, software, DVD's... are exempt from distance selling regulations. Amazon will not accept unless faulty.

What about their Warehouse deals? They have a whole section where they sell items listed as "open box" so they must accept returns of them?

Government buildings

[Deleted User] wrote: »

This is what I would do now, if making a big purchase. Go instore, browse, pick out what I want, then go home and buy it online for collection or delivery.

Its the safest option for the purchaser, if things do go wrong.

The OP in this case said they couldn't browse instore due to covid restrictions.

This is why the street store is finished, unless they can offer the same rights as an online store.

notharrypotter

Deleted User wrote: »

The OP in this case said they couldn't browse instore due to covid restrictions.

The op researched online.
They physically went into the shop and bought it.
They had an opportunity to examine the product.

I went to Powercity and told them the laptop I wanted, paid for it and brought it home.

Government buildings

I have returned mobile phones to Amazon no problem.