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“The Consumer Rights Act 2015 clear states that where a...”

Written on: 24/07/2020 by davidgill-collis (3 reviews written)

The Consumer Rights Act 2015 clear states that where a product is faulty the seller has one chance to put this right, otheriwse they MUST issue a refund. I ordered a photorug which was faulty. MyPicture sent a replacement, which was also faulty (as an aside - don't buy the photorugs as there is an inbuilt flaw in the materials used in the manufacturing process). I then asked for a refund. MyPicture told me I was not entitled to a refund as it is THEIR POLICY that they have TWO chances to put right any sales that are faulty or not fit for purpose. I've asked them why they think company policy overides the law, but they have been reluctant to respond. They have even since told me they will send me a diffent product as an alternative ! Why would I want that? If I wanted a different product I would have ordered a different product.

Funny enough I also have a 2nd product outstanding that I ordered at the same time as the photorug (over a month ago). I waited 3 weeks for this to turn up, and when I contacted MyPicture they told me it had been returned due to an incorrect address. They told me I had to provide them with my correct address. I advised them that I had provided my correct address, that my details were correct on their website, and that I had just had my photorug delivered and that had the same address details. Their response was that I had to give them my real address. We just went round and round in circles until their customer services gave up and sent out a replacement product - which I haven't received yet.

No, I'm not overly impressed with MyPicture......

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