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I don't know how they don't realise this is wrong?!
Around ten years ago I bought an American Standard Telecaster from a shop in Denmark Street. I had buyer's remorse and wanted to return it for a refund and they flatly refused. I protested and they just told me to piss off.
No right to a refund - but they gave one - albeit designed to make sure the business comes back to them.
Pretty reasonable in my book....
http://www.which.co.uk/consumer-rights/regulation/consumer-protection-from-unfair-trading-regulations-2008
I'd be surprised if Guitar Guitar fell into this category but I thought it was at least worth flagging.
I think its worth talking to Guitar Guitars store manager and explaining that before visiting the store you looked on line and didnt realise the return and refund policies varied between online and shop, particularly as other big stores like Andertons dont differentiate. Tell them that because of these factors you dont feel you've been treated fairly and ask them to reconsider and give a cash refund.
If they still refuse, then you can either accept the position or fight your corner. You don't always have to be legally right under the strict letter of the law to gain fair treatment and the concept of treating customers fairly can go beyond this. I would definitely discuss with Citizens Advice Bureau. But first I would lay down an audit trail by putting everything in writing, nicely, rationally, and in detail, and I would send it recorded delivery. Its harder for a store to say no in writing than over the phone when a customer has formally complained that they don't feel they've been treated fairly.
I'm pretty good at this type of thing and would be happy to help you structure a letter if this might be helpful..feel free to pm me.
Rich
Guitar Guitar are a different type of company - multiple sites, big retail spaces, massive overheads, etc. You'll also be dealing with staff who are just following rules, rather than the guvnor who can take a view on things.
Treat it as a lesson learned. In future, try not to be pressured into buying something that you're not sure of, possibly by leaving the store to grab a drink while you think about it. If you're unsure, go home and buy online so you can return the product for a full refund.
Yep, I've hunted around calling their support line and customer support email address trying to find a senior person who could take a view on things and when I reached the store director, he was the most irritated of the lot! I got the full spiel on them not being a "lending library" by people like me.
I wouldn't say "don't do business with them, they're evil." But I would say as point 1 and 2 above, protect yourself with online sales because the T&Cs are clear there, and there is better customer service out there.
"Take these three items, some WD-40, a vise grip, and a roll of duct tape. Any man worth his salt can fix almost any problem with this stuff alone." - Walt Kowalski
"Only two things are infinite - the universe, and human stupidity. And I'm not sure about the universe." - Albert Einstein
If so...spend it all in the online shop and then return it within the 30 day grace period for a refund.
Will say though that guitar guitar have no qualms about selling used internet returns as new gear...
I've never had a discount offered in PMT because something was out in the store, I always have to ask for a deal.