Focus - Won't refund for faulty goods!

[noclue]

Thanks all...

I think I will try and hold out for a full refund, I do not need two wheel barrows!

[noclue]

*** UPDATE ***
I recived a response.

Thank you for your recent letter dated the 24th July 2007, regarding a wheel barrow purchased from the store in Harwich.

I was sorry to read of the issues that you had experienced with the barrow. Having spoken to Alan Hughes the general store manager at the store, he has advised me that he has now resolved the issues with the wheel on the barrow, and that he has contacted yourself to advise that the item is awaiting your collection from the store.

Thank you once again for bringing this matter to my attention and if I can be of any further assistance, please do not hesitate to contact me again.

Yours sincerely

Simon Heath
(customer services)

I have just called him saying that a repair was not satisfactory as I had lost all faith in the product and that I would accept no less than a full refund.

He said that if I was not happy I should write back to him.

Notice the letter makes no appologies for the rudeness of the store!!!

What should I write in my return letter?

they are saying that a repair is all they have to do? (thats the line they are sticking to!)

[Bookworm]

See my post #17, it's all there.

Point out that his manager may be saying one thing, but that you would actually appreciate if he would pay attention to you, the customer.

[noclue]

Thanks,

Should I threaten them with some sort of repercussion?

I feal they will keep hiding behind "we have repaired it"

[dave]

I think you should also write a review of Focus in the review forum.

Let others know how rude they are in that particular branch.

[Bookworm]

Originally Posted by noclue

Thanks,

Should I threaten them with some sort of repercussion?

I feal they will keep hiding behind "we have repaired it"

They can hide all they like, you have rejected goods, that is your statutory right, stress that in your letter, and tell them that unless they honour your statutory right to reject the goods under SOGA, then you will have no alternative but to make it an official complaint to Trading Standards.

Remind him that now, the wheelbarrow is only one part of your complaint, and what is he going to do about the other points?

[bed32]

You should either write confirming that you are rejecting the goods and demanding a full refund - or you could go straight to the "Letter Before Action"