Has anyone ever got a refund from Herbal Inns?

@RieRie (820)
November 2, 2009 10:39am CST
My partner bought a product a couple of weeks ago that didn't work, therefore was "not fit for purpose" which is one reason that your statutory rights allow a refund, no matter what the shops policies are. He went back the following day and asked for a replacement, they said they didn't have any in stock but to come back another day, so he did. He was told some story about the warehouse moving and because the manager wasn't in (the manager doesn't seem to exist, as they weren't in the other times he went in either.) he wouldn't be able to get a refund or replacement. There was another customer there with exactly the same problem too. They were both told to fill in a form and my partner requested a receipt, as they had to hand over the product and receipt in order for head office to issue a cheque as a refund. I could understand this if it was £100 or more, but it was £30 I have found 1 site with 3 reviews, all bad. So do Herbal Inn really send a cheque as a refund or should I get a letter ready for Trading Standards?
2 people like this
2 responses
dorypanda
@dorypanda (1601)
•
2 Nov 09
You should report these people to Trading Standards anyway as this is certainly not very good customer care at all. I've never actually dealt with 'Herbal Inns' and from what you've said I don't think I'll ever be using them. You should give up to five weeks for their head office to get back to you, I think that's the right amount of time anyway.
1 person likes this
pumpkinjam
@pumpkinjam (8540)
• United Kingdom
3 Nov 09
I have never heard of Herbal Inns. But anyway, "not fit for purpose" is perfectly reasonable grounds for a refund IF you have a receipt. Without a receipt, the store are obliged to offer a replacement either of the same product or one of the same or higher value (I think). Don't send the item or the receipt to head office. Just send a letter explaining the situation including the statutory rights info and the lack of helpfulness. If there is no manager on the premises then someone else should be able to authorise a refund or replacement. You shouldn't have to fill in any form unless you didn't have a recepit and you wanted a refund. However, if you wanted a replacement then you shouldn't even have to produce a receipt and if you have a receipt then you are entitled to a refund with reasonable grounds.