Next, one of my favourite high street retailers, managed to provide me with 20 minutes of quite bizarre frustration last weekend – over £3.
All because I had the cheek to return and exchange a faulty cream microwave.
To the bafflement of the staff, the price of the microwave had risen in the three weeks between purchase and return – and I refused to pay the difference.
After receiving an excellent Christmas gift idea – Next vouchers – I headed out to buy that cream microwave I’d coveted to complete the kitchen.
In the post-Christmas period, the microwave retailed for £65.
It worked well for a while, but I recently found it to be incapable of warming soup.
It had to go back – but I knew I wouldn’t have a problem exchanging it at Next.
A classic consumer complaint
Indeed, returning the previous microwave wasn’t a problem.
The staff accepted the boxed product and, having checked my receipt, apologised for the trouble.
I had one eye on the door and was planning a quick grocery shop at the place opposite.
Alas, it was finding a replacement microwave that was the issue.
The price was £68 for all of the microwaves on the shop floor.
I should add that this is exactly the same microwave in the same packaging.
Only the little black price sticker was different.
I was asked to pay the £3 difference.
Naturally, I refused.
It wasn’t my fault that Next had raised the price, and I was entitled to a like-for-like swap.
The product, as I’ve mentioned, was the same (well, hopefully without the fault).
I therefore expected Next to exchange my product and not force me to pay for their own price rise.
The law
Under the Sale of Goods Act 1979, the seller is required to sell products of ‘satisfactory quality’, that are ‘reasonably fit for purpose’, including ‘freedom from minor defects’.
Under section 48B, the seller is required to repair or replace the goods where this is not the case.
I therefore had every right to expect Next to quickly and without quibbling replace my faulty microwave with a new one.
The new price was not relevant.
A counter offer
The appearance, from the stockroom, of an alternative old dusty microwave complicated matters.
This, I was informed, would be available to me at the lower £65 original price.
I was concerned that the product was a used one, and my suspicion was confirmed by a broken seal on the box.
The seal informed me that I wouldn’t receive a refund if it was broken when purchased – and I raised this as an issue.
I argued that, firstly, I would not accept an open product as it would apparently void my right to return it.
In light of my reason for visiting the store that day – to return a defective and extremely similar product – this was a right I was unwilling to surrender.
Indeed, I had every right to expect a like-for-like swap for a new and unopened product, and would not be accepting their offer.
The negotiation: don’t accept anything less
Having delayed the queue for a while now, a manager was called to assist.
He understood my situation and the new microwave was provided instantly, without the £3 charge.
I got on my way to the grocery store.
Easy as that in the end.
Having conducted an informal straw poll of friends and colleagues since, it seems most would pay the £3 as requested.
Why?
My advice is don’t.
You have every right to a like-for-like swap, and you shouldn’t be expected to pay for the retailer’s price increase in the meantime.
And the law is on your side.
Don’t accept a company treating you like that.
If their product is faulty, don’t accept less than a full, new replacement.
And an apology helps.