Advice re consumer problem

[Sue]

Robert Poste's Child Wrote:

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> To me, too, Sue (I'm a Lidl fan and out of the

> habit of buying luxury stuff). After seeing the

> price I felt a bit faint myself!

I don't shop in Lidl any more.

I still have a cupboard full of stuff like cornichons with honey (or something) which I only bought because it appeared so cheap. I will probably never ever eat it :))

Bit like Ikea, only with food :))

And I totally agree, it was a ridiculous price, but I scrimp and save much of the time and just wanted to have something nice for a change (I also bought a lovely yellow backpack half price in a sale, having fainted at the full price it was everywhere else, including John Lewis!)

So feeling ill was somewhat of a downer .....

[Administrator]

Hi Sue

I emailed Heals for you and asked about this, they said:

"Unfortunately as the diffuser is open we cannot offer a refund, however as a gesture of good will we will be happy to apply some online credit for her towards something new. If you have her email us directly on this email address cservices@heals.co.uk with her original order number we will look after it for her."

So, aside from the fact they think you ordered it online, they're happy to give you credit to buy yourself something else nice.

:)

[Sue]

That is an odd thing to do.

And I obviously don't have an order number, as I didn't buy it online.

I realise you meant well, but I'm not happy about that at all.

Did you give them my name?

ETA: There is more to this than getting a refund. It is about misrepresentation by the manufacturer of products they are selling. I wanted to have that conversation with them myself.

[Administrator]

"Do I have any case for getting my money back from the shop I bought them from? "

That question has been answered.

I did not give them your name.

I did not have a conversation about misrepresentation by the manufacturer of products they are selling, you can do that yourself.

ETA: Apologies if you think it odd that I was trying to help you, I was only trying to help you.

[cella]

When I read the post my first thought was why? On the assumption that you're not related/friends (even then?) it is a slightly odd thing to do on a competent woman's behalf surely?

[Sue]

Administrator Wrote:

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> "Do I have any case for getting my money back from

> the shop I bought them from? "

>

> That question has been answered.

>

> I did not give them your name.

>

> I did not have a conversation about

> misrepresentation by the manufacturer of products

> they are selling, you can do that yourself.

>

> *steps back*

I was asking in a general manner.

I am actually quite gobsmacked that anybody would take it upon themselves to approach the shop without asking me first.

You said above "I emailed Heals for you." What on earth gave you the right to do that?

I had already said in a post above that I was going to go back to the shop. I am quite capable of dealing with these things myself.

Regardless of whether or not you gave them my name, there are not going to be two people with an issue about a diffuser they bought recently, are there?

As forum admin, or indeed as a forum user, I feel you have well overstepped the mark, however good your intentions, sorry. How dare you interfere in other people's issues like that?

[Sue]

cella Wrote:

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> When I read the post my first thought was why? On

> the assumption that you're not related/friends

> (even then?) it is a slightly odd thing to do on a

> competent woman's behalf surely?

Cella, to the best of my knowledge we are neither related nor friends, and I don't know anybody who would dream of doing this on my behalf, let alone without asking.

[cella]

Totally agree.

[Administrator]

Like I said, apologies that I overstepped the mark.

You were asking lots of questions, seemed uncertain about your situation and a bit upset that you had spent that money on yourself on your birthday and were not sure if you would get your money back.

Like I said, apologies ut I thought I was helping you by getting a definitive answer to the question "Do I have any case for getting my money back from the shop I bought them from?" as you had not spoken to them after a few weeks of purchase I thought I would so that you would not have to worry.

I've not spoken to the manufacturer.

[Sue]

Administrator Wrote:

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> Like I said, apologies that I overstepped the

> mark.

>

> You were asking lots of questions, seemed

> uncertain about your situation and a bit upset

> that you had spent that money on yourself on your

> birthday and were not sure if you would get your

> money back.

>

> Like I said, apologies ut I thought I was helping

> you by getting a definitive answer to the question

> "Do I have any case for getting my money back from

> the shop I bought them from?" as you had not

> spoken to them after a few weeks of purchase I

> thought I would so that you would not have to

> worry.

>

> I've not spoken to the manufacturer.

You seem to have read rather a lot into my posts and made several assumptions.

The reason I have not yet spoken to the shop is because of the length of time it took me to get some kind of answer from the manufacturer, as I thought I had made clear.

But I really cannot see that that has anything whatsoever to do with anybody else!!!

[Administrator]

Sue Wrote:

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> You have made quite a lot of assumptions there.

Where?

[Administrator]

Actually no need to answer that. I did wrong, I apologise, if you want me/us to do anything to make amends let us know.

[Sue]

Oh FFS.

For example "a bit upset that you had spent that money on yourself on your birthday and were not sure if you would get your money back."

I was not "upset". In fact I was more angry at what I saw as misrepresentation of the product.

I see no point in continuing this.

Yes you have apologised, but unfortunately that does not put my position with the shop back to where it would have been if you hadn't interfered.

Cross posted. Unfortunately also I can't see any way in which amends could be made, can you?

[flocker spotter]

this is a bit mad

[Robert Poste's Child]

This seems really odd. Can't remember ever seeing a similar situation on the forum. It does seem like Admin has seriously overstepped the mark in this. I can understand Sue being worries that this makes her identifible by the store so it could be straying into tricky territory with GDPR perhaps.

[Administrator]

Just to clarify, there was no information given that wasn't on this thread, in fact is was "Someone purchased a diffuser that made them feel ill, would she be entitled to a refund?".

[malumbu]

Yes it is not fit for purpose, as described, or causes injury. Nuff said. Not sure what all the fuss is about. Anyone want a terrapin? Sold as seen (no charge) so not covered under consumer legislation.

[Sue]

Administrator Wrote:

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> Just to clarify, there was no information given

> that wasn't on this thread, in fact is was

> "Someone purchased a diffuser that made them feel

> ill, would she be entitled to a refund?".

That is not the issue at all. I am not expecting a refund because I bought something that made me feel ill.

Please can you send me copies of the emails between yourself and Heals concerning this, thank you.

[Administrator]

My response was to Robert Poste's Child post, to clarify the GDPR concern about personal information.

[Sue]

Administrator Wrote:

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> My response was to Robert Poste's Child post, to

> clarify the GDPR concern about personal

> information.

I know.

I would like to see the copies of the emails so that I know exactly what has been said.

You may not have given Heals information which would identify me at this stage, but as soon as I approach them they will put two and two together, won't they?

All I can hope is that the person you have had this correspondence with will not be the same person as I speak to, however who knows what the channels of communication within Heals concerning complaints are.

[Sue]

malumbu Wrote:

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> Yes it is not fit for purpose, as described, or

> causes injury. Nuff said. Not sure what all the

> fuss is about. Anyone want a terrapin? Sold as

> seen (no charge) so not covered under consumer

> legislation.

Malumbu, I hardly think they are going to give me a refund because something has made me feel sick.

The issue is that it was misrepresented as being natural when it wasn't, and if I had known that I wouldn't have bought it.

[ianr]

Robert Poste's Child Wrote:

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> Sue Wrote:

>> ETA: I realise that to many ED residents Heal's

>> probably isn't very upmarket, but it feels like it

>> to me :))

>

> To me, too, Sue (I'm a Lidl fan and out of the

> habit of buying luxury stuff). After seeing the

> price I felt a bit faint myself!

Here's a treat for yourself. From the Sparkling Clean in-store special offers from Sunday 2 Sept. https://www.lidl.co.uk/en/Non-Food-Offers.htm?articleId=15761&ar=1

I've been dreadfully disappointed since their recent Eastern European splash didn't include a rerun of the Polish horseradish sauce. Twice the strength of the wimpish Ebglish stuff.