KPS

Apr 8, 2023

Company policy does not override an Act of Parliament

QD Aylesbury need to understand that their store policy does not override an Act of Parliament, The Consumer rights Act 2015. After returning faulty lights we were advised that we could NOT have a refund, but we could have a credit note. The store manager was adamant that their policy overrides an Act of Parliament, I pulled up the document, showed him the section covering the consumer rights with respect to goods which were sold, but not fit for purpose as they were faulty. He then went and made a call to someone, and came back with as a gesture of goodwill we will give you the refund. I advised that it is not a gesture of goodwill it is what is required by the Consumer rights act. Further investigation into QD policy it clearly states that we can have a full refund. So what is going on. I suggest QD review their policy and bring it in line with the consumer rights act and train their managers. I will be reporting this to trading standards. QD are not above an Act of Parliament Following on from your reply, you need to remove from the back of your receipts the comment that you can have an exchange or a credit note. This is what your store manager was standing behind. The correct statement should read faulty goods can be exchanged like for like or a full refund. I await your comment and confirmation that this will be reviewed.