This e-mail came through from a reader recently about their crap customer service experience with Smyths Toys. Unfortunately, in answer to their final question, there are no consumer rights that say we should be treated by respect by businesses.
You would like to think that businesses would take this for granted, but obviously it’s not something that Smyths Toys really care about.
I went to return a faulty product (the explosive experiments) at Smyths store and asked for a refund. My complaint was the the ‘explosives’ did not explode. They said they had to test the product and that they would call me the next day.
They indeed called me the next morning and told me that they had tested everything and everything was working fine. I asked for the manager, and told her that this is your word agaist mine, and I want you to test the product in front of me.
She agreed. I went there for a second time. I asked for the manager the staff told me she had left and refused to do the tests. They also admitted eventually that the had not tested everything as they had claimed, but only one experiment (the only one in the box that actually does not explode).
I called their customer service and they told me to go again at the store and this time they would test it. They have been lying to me insisting they had tested it when they hadn’t, I have already been twice to the srore and I think it is disrespectful to ask me to go again because their staff failed to do their job properly. The issue at this stage is more the way I have been treated rather than the faulty product.
What are my rights as a consumer to be treated with respect?
I reckon that for this reader, their next step would be to take a claim against Smyths Toys in the Small Claims Court in an attempt to get their money back. Bringing such a claim would hopefully at least get their attention.