Tooled Up

[hifi_dave]

A few weeks ago I purchased from a company called Tooled Up, a Bosch hedge trimmer. A fairly expensive item at over £200 and which I would normally have bought at John Lewis, B&Q or Homebase. Not sure why I used Tooled Up but it was a BIG mistake.

I used the Bosch, this weekend, for the first time and it is faulty. It runs for just a few seconds before cutting out. When I release and then squeeze the trigger, it runs again for a few seconds before cutting out and so on.

I have e-mailed Tooled Up and the reply was that they "only cover warranty for 7 days" and that I should "contact Bosch". Now, as far as I am aware, the sale of goods act states that the retailer, in this case Tooled Up, are responsible for repair or replacement and not Bosch.

I intend to take this to the Small Claims Court, where it should be a simple matter to reclaim the purchase price but who knows ?

So, a warning to all - don't buy anything from Tooled Up.

[struth]

That was replaced with......

....The Consumer Rights Act ....

30 days to get a refund For the first time a specific timeframe has been created in which you can reject a faulty item and get a full refund - now 30 days

A 'tiered' remedy system In place for faulty goods, digital content and services, this means your rights to a refund are now more clearly set out. Whether you're entitled to a refund depends on how long you've owned the product.

Failed repairs After one failed attempt by the retailer to repair or replace a faulty item, you're entitled to ask for a refund or price reduction.
A second repair or replacement If you don't want a refund or price reduction, you have the right to request another repair or replacement at no cost to you.

Deductions from refunds No deduction can be made from a refund in the first six months after purchase. The only exception to this is motor vehicles, where a reasonable reduction may be made for the use you’ve had of the vehicle.

Digital content rights This new law gives consumers rights in relation to online digital content that is paid for, digital content supplied free with other paid for items and digital content supplied on a physical medium, such as a DVD.

Unfair terms in consumer contracts It will now be easier for consumers to challenge hidden fees and charges. Now the key terms of a contract, including price, may be assessed for fairness unless they’re both prominent and transparent.

Pre-contract information The Consumer Rights Act states that if a retailer provides pre-contract information in relation to a service and you take this information into account, the service must comply with that information.

[walpurgis]

That's a disgraceful way for a retailer to behave.

Once you get sorted, leave your thoughts here: https://uk.trustpilot.com/review/www.tooled-up.com

[rdpx]

If you bought it on a credit card your card issuer should be able to sort it out.

What a pain in the ass though, why do people ever think this is a way to do business?

R

Sent from my GT-I9195 using Tapatalk

[Virtual-Symmetry]

The 7 days does not apply to faulty goods

[Puffin]

Say you reject the goods because they are not of merchantable quality or fit for purpose. Tell them that if they don't refund your money you will take them to court.

[spm]

sometimes you just need to be a little persistent and the retailer will back down. I bought a radio from the co-op about 6 months ago which failed after a couple of weeks and when I took it back the cashier said that as it was longer than 14 days I had to deal with the manufacturer. I explained my contract is with co-op. She called the manager who refunded the money straight away.

I have even had John Lewis customer services tell me to deal with the manufacturer a few years ago, again after explaining my contract was with them I was put onto someone else who couldn't be more helpful - this was a washing machine just out of a 2 year warranty. Worth saying that JL replaced it with a better model, gave me a 5 year guarantee and had it plumbed in for me so I have nothing for praise for JL.

I also had a dishwasher go wrong shortly beyond the manufacturers warranty, again the store said nothing to do with them but in the end they sorted it - I had to write a few emails setting out the contents of the SOGA (as Struth said this has been superseded but you are still covered by it). I also think that in this instance I was required to pay for an engineer up front but this was reimbursed. It used to be that if there was a fault within 6 months the retailer had to prove there was no defect and the fault had been caused by mis-use, not sure if this still applies.

[struth]

I would concur... Persevere. I had a similar experience with Apple recently. I might add that after sticking to my guns for 2 hrs they eventually saw the light. Overall i cannot fault them once they shelved their initial "Not Our Problem" attitude.

[newton]

from website 10. Our Refunds Policy

10.1 When you return a Product to us:

(a) because you have cancelled the Contract between us within the fourteen-day cooling-off period (see clause 5.1), we will process the refund due to you as soon as possible and, in any case, within 14 days of our receipt of the returned Products. In this case, we will refund the price of the Product(s) in full (subject to deductions for handling, see clause 5.4). We will also refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. If you chose a higher cost delivery option, we will not refund anything over and above the standard delivery cost. You will be responsible for the cost of returning the item to us.

(b) for any other reason (for instance, because you have notified us in accordance with clause 19.2 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and, if we reasonably concur that the Product is defective or not as described, will notify you of any refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. The cost incurred by you for return is limited to £7.50. In any event you should contact us for authorisation before returning ANY goods.

10.2 We will usually issue a refund via the same method originally used by you to pay for your purchase.

10.3 We will only offer refunds for defective Products inside of 30 days from date of purchase, thereafter we may (at our sole discretion) offer an exchange or repair as appropriate.

[struth]

One of the reasons on line i use amazon a lot...theyre returns are no quibble and include postage ..you get paid back instantly

[twickers]

One of the reasons on line i use amazon a lot...theyre returns are no quibble and include postage ..you get paid back instantly

Amazon don't mess about. I had a problem with a marketplace seller, complained to Amazon and they refunded me directly.

I can't be bothered fucking about with online sellers. I'd rather but locally if I can, even if it costs a bit more. I know it's not always possible and very tempting with online savings.

[struth]

Amazon don't mess about. I had a problem with a marketplace seller, complained to Amazon and they refunded me directly.

I can't be bothered fucking about with online sellers. I'd rather but locally if I can, even if it costs a bit more. I know it's not always possible and very tempting with online savings.

Dont have many sellers local now. Got a currys and a Argos etc but other than that its supermarkets, so online it is for most stuff.. Ebay sometimes. Amazon a lot as I get free post for most stuff. I have a few places I buy from that I trust and am inclined to stick with them.

[usernam]

I will not buy from Tooled Up, sounds a bit dodgy even without the story

[hifi_dave]

Well, I've learnt my lesson. We usually buy everything from John Lewis or for items like this, a local company or Homebase and B&Q. The after sales of these companies is impeccable and there would be no hesitation in swapping or refunding, even after months of use.

Tooled-Up.com - never again.