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Went to return a vacuum cleaner but they wouldn't accept it...

  • 11-11-2021 11:06pm
    Registered Users Posts: 4,850 ✭✭✭

    I'm not sure if the retailer is in the wrong or not so wanted to check. I bought a vacuum cleaner a few months ago from a big box store, that developed a fault. I brought it back to the store on a Saturday afternoon and was told that they were unable to accept the faulty vacuum cleaner nor do anything about it, because the manufacturer's support phone number was not in operation on the weekends.

    I was told that I could either call the phone number of the manufacturer myself during the week, get a case number for the repair/replacement and bring the case number and the vacuum cleaner back to them then, or, that I could go back to the store during the week with the vacuum cleaner and they would call the number while I was there, so that they could determine the next course of action.

    My contract in purchasing the vacuum cleaner was with the retailer seeing as though I bought it from them, not the manufacturer, so I don't know why they can fob you off like this. They said that they don't have room to store faulty goods etc, but surely that's their problem to solve and not mine to accommodate by having to make two trips to their store.

    Is that all standard? Thanks


  • Registered Users Posts: 3,258 ✭✭✭KaneToad

    If it's faulty you are entitled to repair, replacement or refund.

    You are right, it is the shop you are dealing with not the manufacturer.

    I would have left the item with the shop and told them I would return, in a week's time to get a replacement, refund or repaired item.

  • Registered Users Posts: 3,817 ✭✭✭Darc19

    Retailer can have a supplier/manufacturer represent them, but cannot change that they are responsible.

    You will find that dealing with the supplier directly almost always elicits a better response.

    So your choice is

    1. Dig heels in, retailer eventually takes the item in. Gets manufacturer to collect from store and arrange a repair or arrange a local repair. Manufacturer / repair agent sends repaired item back. Store calls you. You drive to collect the repaired item. Time - 4-6 weeks

    2. Contact manufacturer directly under the retailer's agreement, have replacement sent to you or item collected and delivered back to you directly. Time 7-10days

  • Registered Users Posts: 4,850 ✭✭✭Cianos

    Just to clarify, the person in the store said that they're not saying they don't have responsibility, but that they can't take the item or do anything about it at the time (ie on the weekend). So my main issue really was that they seem to be of the view that they can choose when is convenient for them to act upon their responsibility, even during their own normal business hours.

  • Registered Users Posts: 1,805 ✭✭✭mrslancaster

    Email the customer service manager or department, you can get information on your rights on the consumers website. Include that you'll ring after a few days to arrange to drop off the faulty product and agree on how the retailer will sort the problem. Do you still have your receipt or the warranty details?

    This link has templates for complaint letters, just edit to suit your own situation:

  • Registered Users Posts: 1,470 ✭✭✭KildareP

    If you pushed I'm sure they would take it back.

    However make no mistake, if you drop it back anytime after lunchtime Friday it will sit out the back in the warehouse until sometime on Monday and the timescales Darc19 outline above will in all likelihood be the reality.

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  • Registered Users Posts: 590 ✭✭✭Deregos.

    I don't understand why they just wouldn't take it back and return it to the manufacturer for repair if its under warranty and that you have proof of purchase. They were the ones who sold you the vacuum cleaner & took your money off you for a faulty product, not the manufacturer.

    The "we don't have room to store it" excuse makes no sense.

    Unless it's a particularly enormous vacuum cleaner . . . or a very small department store.


  • Registered Users Posts: 20,861 ✭✭✭✭dxhound2005

    "I bought a vacuum cleaner a few months ago from a big box store, that developed a fault".

    That is vague enough to make the resolution possibly a matter for negotiation with the shop. But in no way absolves the shop from their responsibility to make the resolution, not any other party. The Your Consumer Rights sticky is very good, even if it is from 2005. Line from the sticky below. Not every complaint will result in a full refund, or a brand new replacement.

    "There are no hard and fast rules as each case has to be considered on its merits".

  • Registered Users Posts: 2,116 ✭✭✭Ger Roe

    I once had an issue with a vacuum cleaner and made a fool of myself trying to deal with it.

    It was one of the early Dyson copies (bagless) and I found it had very weak suction for the motor power involved. I stuck with it for two weeks before marching into Power City to bring it back. I slapped the receipt down on the counter and proceeded to tell them how bad the unit performed. I actually said that it sucked... but not in a good way (I was proud of that line).

    The customer service agent let me carry on venting my complaint while examining the receipt. When I finished, he looked back at me and said, that's all very interesting sir and I can understand your disappointment, but your receipt says you bought this in Argos.

    I left sheepishly with my tail between my legs and the vacuum cleaner trailing after.