Faulty goods still a headache for consumers

Which? has helped more than 1,000 people try to get a refund, repair or replacement for faulty items worth up to £1,188,073 over the Christmas period using their new faulty goods tool.

The average price of a product claimed for by users of the tool is £213, with claims ranging from £4.99 for a faulty nutritional supplement shaker, right up to £58,000 for an unsatisfactory static caravan.

In separate research, Which? found that the top reason for consumers making returns was faulty goods. One in five (22%) people claimed a refund, returned or exchanged a product in the last year for being faulty.

The research found that around 4 in 10 (38%) people said they had returned a product they had bought online last year, with a similar percentage (37%) saying they had returned a product they had bought in store.

When it comes to consumers returning faulty goods, electrical items are the most common type of products returned (53%), followed closely behind by clothing and shoes (35%).

Which? director of campaigns and communications, Alex Neill, said:

“It’s always disappointing to receive something that is faulty and it can be confusing to know you need to do next. It’s important for people to remember that they have rights and can demand a full refund within 30 days of purchase.”

You can lodge a claim to get a refund, repair or replacement by visiting the Which? faulty goods tool which will provide you with a ready-to-go letter to sign and send off to the retailer: http://www.which.co.uk/faultyproducts

Notes to editors:

  1. Populus, on behalf of Which?, interviewed 2063 UK adults online between 8th and 10th January 2016. Data was weighted to be demographically representative of the UK population. Populus is a member of the British Polling Council and abides by its rules.
  2.    £213 is the media average
  3.    The faulty goods tool has had 1,032 uses between 1 December 2015 and 11 January 2016 with claims started totalling £1,188,073.47.

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