So, you get poor service at the restaurant and don’t complain or if you do complain you don’t gain redress. You buy an item that’s faulty but don’t get a refund. Why?
1) Your expectations are too low. You think that the item was cheap so what do you expect? You think the meal you had at that place last time was bad so you aren’t surprised when it is again. If a kettle was bought to boil water it should boil water. Simple! If you buy a meal it should be made with reasonable skill and care. If you had a bad meal there last time you should have complained and maybe things would have improved!
2) You don’t know your legal rights. The main ones you need to know are The Sale of Goods Act 1979 (amended to the Sale and Supply of Goods Act 1994) and The Supply of Goods and Services Act 1982. Items should be of satisfactory quality, be fit for purpose, be as described and last a reasonable length of time.
3) You think it will take too much time and effort. Going back to the shop arguing about refunds. Well, if you know your legal rights you won’t be arguing you’ll be assertive and if you still don’t gain redress you can take the matter further by which time you will be asking for more than a refund.
4) You shout at people on the ‘phone or in person. Would you give me what I wanted if I yelled at you? Think, be polite particularly as often the person or people at fault aren’t usually the people to whom you complain.
5) You’ve gone back to the wrong shop! Yes I have heard of this being done, frequently! Check your facts first.
6) You think that because you have lost the receipt that you can’t get your money back. Wrong. You just need proof of purchase such as a credit card bill.
7) You don’t like complaining and aren’t assertive. Fair enough, but seriously? You’d rather be out of pocket? If you are in the right you have nothing to worry about!
8) You are complaining about something trivial and you aren’t out of pocket. There is a difference between complaining about 69p because it is the principle of the thing and complaining that you don’t like the colour of the carpet.
Who has got some complaining failures to tell? Customer Service representatives what other things can the complainer do that will ensure you don’t give redress?!
For more information, tips, advice, guidance, consumer rights and templates see GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!