Bizarre Richer Sounds returns policy

Zaichik

I am trying to return a faulty TV to Richer Sounds and I am having a bit of a "debate" with them about one aspect of their returns policy.

They are saying to me that they won't arrange delivery of a replacement until I send them pictures of the old TV boxed up and ready for collection.

I completely understand why they want the photos - it's to prevent issues with any damage that may be caused by the courier company.

What I don't get is why they need the photos before they can even arrange the exchange. Say for example, I send the photos through today and they then tell me the earliest delivery is next Friday. That means the TV will be sitting round in its box and unusable for a whole week.

Surely it would suffice to send the photos the day before?

Any one else come across this?

SyStemDeMoN

I used to love shopping with richer sounds but now I will probably never use them again.
I had a TV from them last year and 7 months later it became faulty.  I contacted them and they put me straight in touch with Samsung.  Samsung said it was scrap because they had none to replace it with and gave me a code which I should give to richer sounds and they will refund me.
I phoned the head office and gave them the uplift number and they told me to take it back to store (Birmingham).

Once I was there the managed explained that I would not get the full price back as the item was 7 months old.  I just grinned and accepted the refund less £350 and went home.  I then phoned the head office and was told that they deducted that amount as they would then need to sell the set as an opened box item.

I explained that the item was scrap and that I would not accept this and sure enough I got my money back in the end.  Even though the issue was resolved in the end it does not excuse the service I received and I have not been back for the last 4 items of AV equipment I have bought because of this.

Richer Sounds

Hi there,

I was sorry to read you’ve been having problems with a faulty return and offer my apologies.

So that I may investigate this further and resolve the matter to your satisfaction would you be so kind as to PM me with the details?

Of course if any other customer has had a specific problem please do contact me privately.

Many Thanks

John Clayton
Operations Director
Richer Sounds

SyStemDeMoN

It is extremely encoraging to see that someone from RS its self is getting involved here, just one of the many advantages of being an AVForums member.
Thanks John.

Zaichik

Thank you so much, John for offering to intervene but I had a call from customer services at the end of yesterday afternoon and hopefully it is all sorted. Just waiting for the courier company to call to arrange the exchange.