Littlewoods - Impossible to return a faulty laptop

[Annoyed2016]

Hi,

 

I am seeking advice on here about a faulty laptop that Littlewoods do not want to know about. I sent an email to Nick Mcbrien.

 

"Hello,

 

I am contacting you today as I have failed to resolve an issue with a laptop I purchased on 05/06/2016.

 

 

The laptop I purchased was opened by me three weeks ago and was setup according to the manufacture instructions and I am not happy with it as it kept crashing and running very slow and now keeps rebooting and will no longer start up, keeps on loading and then rebooting.

 

 

I have looked and tried solutions online but nothing has solved the problem.

I contacted Littlewoods customer services and explained the problem and that I wished to return the product for a refund and I am very unhappy with my purchase,

 

 

the customer service advisor told me that I would get a call back in a few days to arrange a return and they asked me to call them back on 02030140095 if I didn't get a call back.

 

 

I waited 5 days and decided to call the number provided and realized that the number the advisor gave me was Lenovo customer services,

 

 

I hung up as I was annoyed that the advisor had tried to fob me off to the manufacturer, even though they said that Littlewoods would arrange a return for a refund.

 

I then called up Littlewoods explaining what had happened

the new advisor kept saying to me that they would send an engineer out to look at it, even though I explained I wanted a refund and was promised one, then the advisor gave me the same phone number again telling me to call Lenovo as they would deal with any issues.

 

 

I called the 02030140095 number and spoke to a call center advisor,

who said my point of sale contract is with Littlewoods as it is less than 12 months old and they said I would need to contact Littlewoods with any queries.

 

I have decided to contact someone higher up than the scripted customer service advisors that were no help whatsoever and gave me the run around.

 

 

I have never been this extremely frustrated in returning something that is not fit for purpose for a refund.

 

All I would like to do is for somebody to arrange for the laptop to be returned for a refund.

The laptop has been used twice and comes with everything complete like when I received it but is faulty."

 

I was contacted shortly after the email by Shop Direct Group Executives Complaints Team and they said they would look into my case but it has been 2 weeks now and I sent them an email in the meantime saying that this is a joke now and I have a laptop sitting at home that does not work at all and nobody has replied.

 

Is there anything I can do to take this further?

 

Many thanks.

[martin2006]

How did you pay for the laptop?

If credit or debit card, then you can approach your bank/ CC provider and ask them to begin a s75 chargeback, bear in mind tho that you will need to return the laptop to littlewoods.

[Annoyed2016]

How did you pay for the laptop?

If credit or debit card, then you can approach your bank/ CC provider and ask them to begin a s75 chargeback, bear in mind tho that you will need to return the laptop to littlewoods.

 

Paid via Buy Now Pay Later.

[martin2006]

Lenovo are correct in saying that the issue is for littlewoods to resolve, your contract is with littlewoods. You have a short window within the confines of the consumer rights act 2015, in which to reject the laptop. Have a look through sections 19-24 in particular.

 

http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

 

As you paid via buy now pay later, it is also the finance company who has the responsibility in the same way the retailer does.

A s75 chargeback would not apply here

[Annoyed2016]

Hiya, thanks for your reply.

 

The problem is Littlewoods head office have not replied to any of my emails and it is over two weeks now.

 

The only reply I received was from Executive Complaints department saying they will look into to it.

 

Surely it does not take over two weeks for them to arrange for the faulty laptop to be returned?

 

I have questioned this and received no reply from them.

 

Never been so disgusted by the level of customer service Shop Direct/Littlewoods have provided.

I am stuck with a laptop that does not work whatsoever and nobody to return it to.

What is the next step?

Consumer ombudsman?

[martin2006]

You need to hound customer services and reject the laptop under the Consumer Rights Act 2015, i believe its section 20/21 but googke the act to double check as im not on my pc atm

[Annoyed2016]

You need to hound customer services and reject the laptop under the Consumer Rights Act 2015, i believe its section 20/21 but googke the act to double check as im not on my pc atm

 

 

Customer services do not want to know and the executives are not replying to my emails. What a sham company, looking at their feedback online is disgusting and they shouldn't be trading. I want to take this further but need advice.

[unclebulgaria67]

Customer services do not want to know and the executives are not replying to my emails. What a sham company, looking at their feedback online is disgusting and they shouldn't be trading. I want to take this further but need advice.

 

Have you tried emailing matt.dixon@shopdirect.com

[Annoyed2016]

Have you tried emailing

 

Thanks for that, will try him as Nick Mcbrien has failed to help.

[Annoyed2016]

I have had enough, this has been going on for nearly 3 months now. The faulty laptop has been sitting in its box a week after it was purchased due to being faulty that was in June and now it's September, Littlewoods ignore my emails and even the Complaints executive has been ignoring my emails since they said they would look into to it. Look into what? Just collect the laptop refund the balance and close my account.

 

Now I have set a case on Resolver to communicate with Littlewoods and funny enough they reply to me quickly and they say to me that I need to contact them via the email registered on my account, so I do and get no reply so I explained that on Resolver and they replied back "We will get round to you when we can"

 

What a joke and I am nowhere further. Disgusting service from Littlewoods and they have conned me and now will not take responsibility by collecting the faulty laptop and refunding me.

 

What am I supposed to do now, I want to take things further and I will not let them get away with this.

Edited September 2, 2016 by Annoyed2016