Comet exchange/refund policy

[unhappygeoff]

As you are asking about refund & exchange problems . I 'd like to share my experience .

I've just bought a Combination Microwave from Comet . Immediately upon opening the carton I spotted a huge fan unit sticking out the back of the microwave oven . We didn't even remove it from the box . A quick check with a tape measure revealed it was at least 6 inches too deep for the shelf . This fan unit wasn't visible on the display model & there was no measurements on the box or warning by the salesman that the unit was of unusual depth . Although the refund policy is displayed in the store and on the receipt , at no time was I warned that opening the box would mean I would be unable to return the oven ! I had even noticed a reduced oven nearby on the same shelf which had obviously been returned with visible cooking stains inside the oven !

I returned the oven less than 24hrs later to be told they would not exchange or refund an opened item and referred to Head Office who confirmed their policy .

A quick search of the internet has revealed that Comet have operated this No Return policy for several years and there are numerous complaints online.

Mad as it seems , if I had bought the item online or via telephone and collected in store they would refund or replace the oven . Walking in the store and buying an item from the shelf means you can only return a faulty or unopened item !

It certainly appears that Comet have no regard for their customers and a Customer Service Dept that is a contradiction in terms ! I have learned an expensive lesson and Comet have lost a customer forever but I'm pretty sure they could care less !

 

Geoff

[rebel11]

Hi unhappy

 

Welcome to CAG

 

How did you pay? If you paid by Credit Card, contact your Card Provider to see if you can do a Chargeback:-

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

 

Have a read of 10 and 12 in my signature.

 

Please let us know how your problem has been resolved, it could help fellow Caggers.

[unhappygeoff]

Cheers for a quick response . I'll check out those signatures . Unfortunately I paid by debit card . Normally I probably would have used a credit card but I was made redundant today and I am trying not to use credit facilities . I have a credit card just for online and purchases like this but I guess I was a bit preoccupied .

I genuinely expected to have no problem returning such a purchase especially as I feel ill advised by the salesman but it was obvious by their attitude upon my return that consumers are often caught out in this way and their policy is designed to take advantage of the unwary .

You really expect to be able to trust a national retailer of this size . Just to rub it in the oven was reduced in price today by a further £25 and means I have little chance of being able to re-sell the oven for anywhere near the price I paid !

 

Geoff

[blitz]

To be entitled to a refund you would have to show that either by the seller or description anywhere that it was not as described.

 

Otherwise unfortunately if there is no breach of contract there is no right to return. Its very very bad customer service, but there is no law covering items purchased by mistake, and the onus lies on the consumer for anything not advertised. You would also not be able to do a chargeback in this case I am afraid.

[rebel11]

Hi unhappy

 

If you paid by Visa Debit you can still ask your card provider about a Chargeback, the packaging should have info about the dimensions also the salesman should of made you aware that the depth was non standard.

 

Let me know how you get on.

[blitz]

Hi unhappy

 

If you paid by Visa Debit you can still ask your card provider about a Chargeback, the packaging should have info about the dimensions also the salesman should of made you aware that the depth was non standard.

 

Let me know how you get on.

 

No and No, there is no legal requirement to do so. The onus is on you to check the dimensions they will be advertised somewhere, if its going into a specific place then ask / measure it in store. As I said its bad customer service but you have no basis for a chargeback. You telling people to do chargebacks to sidestep the law is extremely disappointing.

 

I don't agree with the stance Comet take at all, but coming from a legal basis they are covered.

[unhappygeoff]

Comet don't make it easy to find their returns policy on the internet . It took me a while but I found this

 

Store Purchases

Brand new & still sealed in its box, bring it back with your receipt within 7 days of purchase and we’ll credit you with a gift card or offer you a full refund.

 

Sorry, we can’t accept any products that have been opened, or returned with missing parts: remote controls, instructions etc.

 

Damaged Goods, If you discover any signs of damage, please don’t use the product – just contact us immediately.

Online and Telephone Purchases

For goods purchased on line or via telephone you have 7 days from the date of delivery in which to return goods - as well as the above options.

Portable products must be returned to the local store to arrange a refund. If you need to arrange collection of a large product, please Click Here to email us with your details.

Pretty clear as regards a store purchase - but does this mean an online purchaser could return an item even if it were opened ? Currys state they definitely do this in line with Distance Selling Regs . I wouldn't expect Comet to honour a Currys policy but what does the reg state ? I've been looking and found it pretty confusing ,

If an online buyer can return an opened purchase I see a possible solution

Geoff

[blitz]

It is really and awful policy, no wonder they were sold for £2

 

Yes you may return items purchased online as per DSR, however any possible solution do ensure it fully complies with the law....

[rebel11]

Yep the information will be 'advertised somewhere', I'd expect that information to be on the product not 'somewhere', maybe the information is stamped on the Salesperson's forehead, no it needs to be on the product. The Salesperson should of informed 'unhappy' that the product was non standard.

 

No and No, there is no legal requirement to do so. The onus is on you to check the dimensions they will be advertised somewhere, if its going into a specific place then ask / measure it in store. As I said its bad customer service but you have no basis for a chargeback. You telling people to do chargebacks to sidestep the law is extremely disappointing.

 

I don't agree with the stance Comet take at all, but coming from a legal basis they are covered.

[unhappygeoff]

Thanks for the advice so far . Can anybody point me in the right direction for goods returned under the Distance Selling Regs ? Also does anyone know if reserving online and collecting in-store is covered by these ? I believe it is but I'd like it confirmed .

Cheers

Geoff

[GorgieBoy]

Hi Geoff ,

 

" Where You use Our Click and Collect, Call and Collect or Text and Collect facility, Your purchase will take place in the store, not over this Website, so these Terms will not apply."

 

 

This Clause refers to DSR which would not be covered as above .

 

Their DSR Terms only apply if ordering to your Home via their Website it would seem.

 

Where the payment is taken at the time of purchase via the Website .

 

Click and collect , payment is made in the Retail Store.

 

 

Distance selling means selling and buying by phone, mail order, via the Internet or digital TV.

 

 

Distance selling transactions are generally covered by normal buying and selling legislation, but they are also covered by the Distance Selling Regulations (DSR).

The DSRs implement EU Directive 97/7/EC and, for most goods and services, provide additional rights to consumers buying at a distance.

 

 

 

 

 

The protection includes:

• the right to receive clear information about goods and services before deciding to buy
  
• confirmation of this information in writing
  
• a cooling off period of seven working days in which the consumer can withdraw from the contract
  
• protection from credit card fraud .
  

Unfortunately in your case COMET have your money you have a Microwave Oven that is not so Micro.

 

Other Retailers in this instance may refuse also like COMET others would offer a credit note or indeed a refund as a goodwill gesture to the Customer for the sake of keeping a customer happy , or in other instances say no problem pick another one case solved.

 

Another harsh lesson learned with regards to purchasing from COMET and another customer lost forever .

Edited May 1, 2012 by GorgieBoy

[unhappygeoff]

Cheers , I'm thinking of cutting my losses and re-selling the oven at a loss . I reckon there may be ways around it but I can't be bothered with the agravation ! I might fire them off an email before I sell , but I don't hold out much hope . They don't seem to be bothered about customer service .

Like you say another lost customer for Comet !

 

Geoff

[unhappygeoff]

This was my response from Comet

 

Dear Mr/Ms Hood,

 

Thank you for your e-mail about your recent purchase.

 

If you buy a product from one of our stores and later decide that you do not want it, you can return it for a full refund, or exchange it for an alternative product, providing that the item is returned as new and in the original packaging. If an item has been opened or removed from the original packaging, we will not accept it back.

 

As your microwave had been opened, unfortunately we would not accept it back. All Comet stores are instructed to adhere to the terms and conditions of our refund and exchange policy.

 

Please accept my apologies for any inconvenience that you may have been caused and I am sorry that I am unable to assist you any further with this matter.

 

Regards,

 

Adam Spencer

Comet Customer Services

[GorgieBoy]

Looks like the Local Free AD paper Geoff , someone should get a good buy .

 

Remember to take the Tape Measure the next time