Jiversteve Posted February 27, 2009 Share Posted February 27, 2009 I recently broke one of my Halfords Professional tools and attempted to return it, for replacement, at my local store. The store manager refused as I did not have the receipt. I pointed out that the tool had a Lifetime Guarantee and as such it should not need proof of purchase. I was still refused so I wrote an email to Halfords customer services that went as follows:- Over several years I have purchased many tools from the Halfords Professional range. I have generally been impressed with the robustness of their construction and have not had to make use of the Lifetime Guarantee that they come with. Recently though one of the tools broke in service under normal and proper use. I thought that I would make use of the lifetime guarantee and exchange the tool. When I attended my local store your Store Manager asked for the receipt for the tool. This I did not have, and I was told that no refund was possible for that reason. I am annoyed at this for the following reasons. • I have made many purchases from Halfords and have no idea which receipt may be applicable as the tool in question was probably part of a set. • Several of the receipts that have been stored in my workshop are now totally illegible, presumably due to heat and humidity. • The life expectancy of most tools will be in excess of the reasonably stored receipt, your definition of ‘Lifetime’ being applied to thermal printed paper and not the tool. • The tool is clearly marked Halfords Professional so it must have originated from a Halfords outlet promoting the Lifetime Guarantee. • The Halfords Professional range of tools is displayed in the store generally under lock and key so the only legitimate way to access them is through a member of your staff and a purchase. • Even if the tool was purchased second hand, the Lifetime Guarantee should still apply as it is the quality of the Halfords Professional tool that is being guaranteed not its purchase history. • I would guess that Halfords Lifetime Guarantee is effectively backed up or insured by a guarantee made by the Original Equipment Manufacturer so a free exchange will not impact on Halfords profitability. It is clear to me that if your Store Manager is correct there is NO DISCERNABLE DIFFERENCE between a Halfords Professional LIFETIME GUARANTEE and STATUTORY RIGHTS under The Sale of Goods Act has been amended by the Sale and Supply of Goods to Consumers Regulations 2002. I look forward to your comments on this subject and what you consider to be the legal difference between Statutory Rights and Lifetime Guarantee. The reply to which was Please accept my apologies for the inconvenience that has been caused to you by this issue. Due to a high instance of theft ( Which is the reason for the tools being kept in a locked cabinet now) we require a proof of purchase to ensure the tool is a genuinely obtained item. However in this instance if you return to your local store with a copy of this E-mail, as confirmation for the store Manager to allow the exchange of your tool. The main difference between our "Lifetime Guarantee" and your stationary rights are that the Guarantee that is offered with our tools is provided by us and is not a legal right like the "Sales of goods act". We are therefore entitled to stipulate the conditions of the offer and one of these conditions is the provision of a proof of purchase upon the return of a faulty tool or part. So as you are told, in the real world it’s ‘buyer beware’ and your guarantee is not worth the bit of paper it has faded from. If anyone would like a printed copy of the email when they have problems replacing their tools, you could ask me nicely. Quote Link to comment Share on other sites More sharing options...
colsoop Posted February 27, 2009 Share Posted February 27, 2009 I suppose the moral of the story is store the receipt with your other important bills. Quote Link to comment Share on other sites More sharing options...
peter richards Posted February 27, 2009 Share Posted February 27, 2009 nice reply good service in the end Quote Link to comment Share on other sites More sharing options...
ManwithSupra Posted February 27, 2009 Share Posted February 27, 2009 Snap-on dont have this policy of having to have a sales receipt (at least they didnt when i checked) Ok they are more expensive but i would rather spend a bit more knowing that this wont be an issue. They should have halfords profesional shop that sells all the proper tools and equipment, one where the chav's are no where to be seen as they dont have neon lights and spoliers for sale. Well done for getting them replaced though always good to see. Quote Link to comment Share on other sites More sharing options...
Pete Posted February 27, 2009 Share Posted February 27, 2009 Damn. Pretty sure I haven't got a receipt. My tactic would be to take a photo of the three draws full of their tools and the draw cabinet. You'd be pretty hard pushed to knick all that lot! Quote Link to comment Share on other sites More sharing options...
SteveR Posted February 27, 2009 Share Posted February 27, 2009 Damn. Pretty sure I haven't got a receipt. My tactic would be to take a photo of the three draws full of their tools and the draw cabinet. You'd be pretty hard pushed to knick all that lot! Borrow my reciept if you ever need to. Quote Link to comment Share on other sites More sharing options...
Pete Posted February 27, 2009 Share Posted February 27, 2009 You're so organised! Quote Link to comment Share on other sites More sharing options...
SteveR Posted February 27, 2009 Share Posted February 27, 2009 You're so organised! Nah, just tight. Quote Link to comment Share on other sites More sharing options...
TopgunTT Posted February 27, 2009 Share Posted February 27, 2009 I bet your local store manager at halfords won't be happy when you return with that email Quote Link to comment Share on other sites More sharing options...
ellis Posted February 27, 2009 Share Posted February 27, 2009 The main difference between our "Lifetime Guarantee" and your stationary rights are that the Guarantee that is offered with our tools is provided by us and is not a legal right like the "Sales of goods act". Stationary rights? Do I not have the right to stand still now?? Or does it only apply in store? Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.