AB
Ashley B
1 reviews | Active since Jun 2023
29 May 2025, 18:08
Defective product and refusal to comply with the CPA
I received a product from this Company on 24 April 2025 (bearing in mind that this was already a replacement for the same product which stopped working after 8 months of use). The replacement broke during first use, which I reported to the Company on 2 May. Despite returning it to them on 14 May, the Company refused to repair, replace or refund it, claiming it had been “used”. This is unacceptable and ignores the Consumer Protection Act, which gives consumers 6 months to return defective goods, regardless of use. Very disappointing experience and poor customer service. I will be escalating this further.
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Ashley B's updateReviewer Update
22 Oct 2025, 13:39UPDATE: After multiple back-and-forth emails, I had to escalate the matter to the Consumer Goods and Services Ombud. Only once the complaint was formally investigated did the company finally issue a refund. It’s disappointing that the company only took my complaint seriously after external intervention, rather than respecting my rights under the Consumer Protection Act from the outset.
AB
Ashley B's update22 Oct 2025, 13:39
Reviewer Update
UPDATE: After multiple back-and-forth emails, I had to escalate the matter to the Consumer Goods and Services Ombud. Only once the complaint was formally investigated did the company finally issue a refund. It’s disappointing that the company only took my complaint seriously after external intervention, rather than respecting my rights under the Consumer Protection Act from the outset.