Do they know about omline purchases?

Do you mean cab?

Yes they know it was purchased online x

But they didn't mention you have additional rights when buying online?

No they have simply replied with what I have posted above that’s why I’m confused x

Can anyone offer any advice? Are CAB right? X

right on what?

If CAB are correct in what they have said above that I can only request a repair or replacement not a refund for the faulty item.

no post 2 is correct

its an online purchased

you did not have the ability to inspect it like in a shop

so under CRA you have 14 days to send it back for a FULL REFUND and you don't need any reason.

If you discover an item is faulty within 30 days, you are again entitled to a full refund under CRA.

not sure what consumer rights act they are reading!!

Thank you I will challenge this with them

This is the latest reply from CAB - apparently my TS do not act for individual cases .

Thank you for your e mail about case reference number xxx

Thanks for updating us about your problem. We understand that the trader is still refusing to refund you as they believe that you are not entitled to this and that you would like for Trading Standards to either contact yourself or the trader to confirm what you are entitled to.

If the trader in question has a build-up of offences which have been registered with the consumer service and Trading Standards, Trading Standards may consider taking action. However, when it comes to individual cases, the responsibility to take the trader to court may be the consumer’s. Complaints against the trader must be logged through the correct channels – online comments etc. are not enough to take a trader to court.

Unfortunately, Trading Standards in your local authority do not get involved in individual cases. This could be for many reasons – staffing, resources, funding etc. We understand that you may find this frustrating. However, funding decisions for your local Trading Standards, which ultimately dictates the available resources, are made by your local authority. You may want to consider making your council aware of your dissatisfaction.

Your next steps

If you are unable to resolve this matter directly with the trader then you may wish to look at mediation through an Alternative Dispute Resolution scheme to try to come to an agreement out of court. ADR schemes are seen to be a quicker and cheaper alternative to court action and are usually free schemes, although there may be a fee with some organisations. You can find more information regarding the ADR process here.

It is worth noting that the consumer is not bound by the findings of an ADR scheme and if you are not satisfied with the findings you may take the matter to court, however the court may take into account the finding from ADR and also if there is an ADR scheme in place the court may request you contact them. There is also no obligation for the trader to enter into mediation and they may refuse to do so.

To avoid court action it may be worth checking to see if the company are a member of an Alternative Dispute Resolution (ADR) Scheme and requesting their complaints process, if not then you will find a list of independent schemes here. There is an option beside each scheme for further information which outlines what they deal with and their processes, you will also find their contact information.

What we do

We will continue to notify Trading Standards of the trader's activities. Whilst this would not help with your complaint, this is valuable intelligence for them, which may be taken into consideration in any future dealings they have with the trader.

what are you wait for you need to action post 2

I have emailed and written to retailer. They say they will only repair or replace.

then as post 14

We have found CAB to be useless and offering poor advice when consulting them on a face to face basis in their offices.

Replies to emails are even worse as they waffle on and offer no useful advice and will not commit themselves to anything.

Recently the advice from CAB was so poor that if we had to taken their advice we would now be several thousand pounds out of pocket.

We joined Which legal Services for about £90 for the year for as much legal advice as needed.

Not only did we get a full refund using their legal advice, we also got paid about £3500 in compensation.

I am in the process of requesting a chargeback,

I just think it is wrong that the retailer can breach the consumer regulations without consequence unless the customer can afford to take them to court.

CAB are useless they mis informed me initially and now agree that I am within my rights but are unable to help me get my money back. Let’s hope the chargeback is successful