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DK
Dieter K

1 reviews | Active since Aug 2013

24 Nov 2019, 15:28

Faulty product, zero responsibility, zero service

My son was gifted an I-Play Glow Tracks Crash Set from Verimark. The product contains 2 cars and a track they drive on. Unfortunately one of the cars was faulty and would not drive on the track. The set had been bought on the 21st November 2019 and gifted to my son on 23rd November. Today, 24 November, I went to Verimark Menlyn to return/exchange the faulty product. I was advised that no Verimark toys can be exchanged as there is no guarantee on toys. Apparently as soon as the toy leaves the store, Verimark will no longer accept responsibility for the product. This is unacceptable! Verimark sold a faulty product, but refuses to accept responsibility!! Surely they cannot expect that every toy product is unpacked and fully inspected and tested prior to leaving the store?! What recourse do I as a consumer have? I have a right to a functioning product, and a right to decent customer services. Not some manager saying he understands my frustration but that it is company policy to not accept returns on toys! How can anyone ever trust Verimark under these conditions? Buy a product at your own risk? They'll certainly never see me again!!

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Replies (2)
DK
Dieter K's update24 Nov 2019, 15:55
Reviewer Update
I have just read through the exchange and returns policy on the Verimark website, which very clearly spells out a 15 day exchange and returns policy, with limited exclusions that don't include toys, thus toys can be returned! The website further states that " if your goods turn out to be defective within the first 6 months after you received them from us, we will repair them, replace them or give you a refund..." Why was the area manager lying to me?!
Verimark
Verimark's reply25 Nov 2019, 07:51
Official
 Good   day Dieter  Thank you for contacting Verimark. We apologies for any inconvenience caused.We follow the consumer protection act very closely regarding our products.   Please see below regarding our toys policy.  Toys may only be exchanged subject to having a manufacturing defect within a period not exceeding 15 days after purchase.No Refunds will be given on toys. Exchanges are only allowed if: 1. The item is returned in its original condition, with all parts and the original packaging – accompanied by the original proof of purchase.2. There is no visible damage to the item.3. If the item is believed to have a manufacturing defect when assessed by a Verimark representative.Verimark will not be held liable if the toy has been damaged during use and is under no obligation to exchange the product. Exchanges are at VERIMARK discretion. When purchasing children's goods and toys you must ensure that these goods and toys are used for the age group as described on the packaging, for purpose for which they were designed and with parental supervision. We will not be liable for any damages suffered by you or any other person caused by the misuse and/or abuse of the children's goods and toys bought from Verimark. All liability for such damages shall remain with the supplier of the children's goods and toys. Kind regardsVerimark team