Refund policy of RGB Direct

[Dr. T P George]

Recently I bought a Alphason ABRD1100-BLK TV stand from RGB Direct. Only after I paid the full amount by debit card did I realise that it was not available in stock. I was asked to come later for collection. The salesperson told me that this stand has a RRP of £350, but that he was willing to take off a further £50 just for me. So I was happy to pay £300 for the TV stand.

However just hours later, to my great disappointment I found out that I had been misguided
Firstly the actual RRP of the stand is £279.00 including VAT. This has been quoted by many electrical stores including TV Furniture Stands UK and The Plasma Centre (which is an authorised Alphason dealer). So the information delivered to us by RGB Direct was misleading. The salesperson quoted a higher price and made us buy the product for a price not even the manufacturer recommends.I also found dozens of retailers offering the same product much lower than £300 and even the rrp of £279.00. Here are the prices which some competitors offer for the same product:

www.theplasmacentre.com - £210.43
Hughes Direct - £206.97
www.compubuyz.com – £205.98
www.standanddeliver.com - £199.00
www.go-electrical.co.uk - £189

After I found this out, I wanted to cancel the purchase of the product immediately as the item was not even delivered. Since I had not used the product, let alone take it from the store (because the Ilford store was out of stock) I believed that I would be able to cancel the order. I phoned the store within 24 hours but I was told that I would have to pay 20% of the price of the product to cancel it. I was never informed about this by the salesperson, when I was buying the product. I also sent an email with the hope that they will refund the amount, and they never bothered to reply. Finally I was forced to buy the product for 1 1/2 times the price stated by other stores.

When I went to collect the product they didn't even help to carry the heavy 40Kg item into my car. In fact I had to carry it all alone on my shoulder.

What I want to know from the forum is whether it is legal to charge 20% of the price for refund (within 24 hours) of a product which was not even delivered. Is the RRP of a product fixed for all stores that sell the product, or can each store according to their will quote different RRPs?

[Trollslayer]

Was this in store? If not there is legislation about distance which gives you the right to cancel.

[glen8]

This isn't the first time I heard horror stories from RGB Direct. My friend had awful trouble sending his faulty TV back

[Dr. T P George]

This item was not available in store when I went to purchase it.

[s.kaddu]

absolute c**p customer service, bought a 50" panasonic plasma from them which turned out to have a faulty board, keep giving me panasonic's number and deal with them when i should be able to get a replacement from them. In the end, i took the TV back and dropped it at their store and kicked up a fuss and said i wouldnt leave until i got a brand new one .

Ask them for their terms and conditions on returns especially if you haven't even got the item yet and they dont hold any stock. Also the fact that their stupid salespeople are misleading customers!

[jay5000]

Nothing New with these guys, heard plenty of horror stories from family and friends who had bought in past ( never again ) !! , Cowboy outift, due for expansion .. rip you off, and not! just passing buck, and not deal with any issues you have, unless you state consumer acts and so forth .... Do not buy !! from rgbdirect or the shop.

[marty2005]

Another store crossed off the list then.

[gruber]

Guys just seen this thread. have to comment, they are a complete nightmare. Zero customer care. Cowboys. I had a terrible time, its a long storey. DO NOT BUY FROM RGB

[paul@big-av]

Hi,

If you bought online then legally they should trade according to the distance selling regulations, in this situation you are absolutely entitled to a full refund and they cannot hold back any of the funds.

A manufacturer can only suggest a selling price, due to competition rules they are no longer able to set an RRP so they are not doing anything wrong there, the best thing to do is shop around, like many other websites we offer a price match service so in that situation you would not be stung.

It is really disappointing to hear horror stories like this in 2009, these kinds of retailers give internet shopping a bad name and many of the retailers are actually very friendly, helpful and actually see the importance of good customer service.

I hope you can sort things out with them anyway.

[jay5000]

Just heard that RGBdirect.co.uk / Rgb hi-fi and video ltd. are expanding ! therefore shows that the holding onto consumers monies is working for them !! terrible to hear ! and also tried to find out that family members tried to buy, and they had a horrid experience from their buying of goods ! even tho warned not to buy, just because they had a good price! " box damages, returns proccedure long winded! rude, arrogant ... AVOID !! with a capital "AVOID" .. second post due to the manner they treat people, and warned family members whom seem to be abit dumb just because they see the price then say ... " oh , you said before! and didnt think you was correct with info " .. in not such kind words ! AVOID RGBdirect.co.uk and RGB hi-fi and video ...

Thanks Guys .. pass the gospel on please .. and buy else where .. " they want to be your friends when taking money but, want to be devils on keeping money when trying to sort out a situation " ...

Happy buying ! ..

[jay5000]

Anyone buy from internet or in person .. from RGB .. should please .. pass these posts above on .. and send the message out that RGB are Con artists ... however there sales people do try but are told . " company policy " in other words instructions to carry out the business is restricted by the management .. and directors ...

this is absolute criminal in my mind ..
dont take my word for it !! .. find out for yourselves! I deny all cases of mis-representation and so called deformation ..

Fact ! ..

Happy buying .:nono :

[jay5000]

Originally Posted by Dr. T P George

Recently I bought a Alphason ABRD1100-BLK TV stand from RGB Direct. Only after I paid the full amount by debit card did I realise that it was not available in stock. I was asked to come later for collection. The salesperson told me that this stand has a RRP of £350, but that he was willing to take off a further £50 just for me. So I was happy to pay £300 for the TV stand.

However just hours later, to my great disappointment I found out that I had been misguided
Firstly the actual RRP of the stand is £279.00 including VAT. This has been quoted by many electrical stores including TV Furniture Stands UK and The Plasma Centre (which is an authorised Alphason dealer). So the information delivered to us by RGB Direct was misleading. The salesperson quoted a higher price and made us buy the product for a price not even the manufacturer recommends.I also found dozens of retailers offering the same product much lower than £300 and even the rrp of £279.00. Here are the prices which some competitors offer for the same product:

www.theplasmacentre.com - £210.43
Hughes Direct - £206.97
www.compubuyz.com – £205.98
www.standanddeliver.com - £199.00
www.go-electrical.co.uk - £189

After I found this out, I wanted to cancel the purchase of the product immediately as the item was not even delivered. Since I had not used the product, let alone take it from the store (because the Ilford store was out of stock) I believed that I would be able to cancel the order. I phoned the store within 24 hours but I was told that I would have to pay 20% of the price of the product to cancel it. I was never informed about this by the salesperson, when I was buying the product. I also sent an email with the hope that they will refund the amount, and they never bothered to reply. Finally I was forced to buy the product for 1 1/2 times the price stated by other stores.

When I went to collect the product they didn't even help to carry the heavy 40Kg item into my car. In fact I had to carry it all alone on my shoulder.

What I want to know from the forum is whether it is legal to charge 20% of the price for refund (within 24 hours) of a product which was not even delivered. Is the RRP of a product fixed for all stores that sell the product, or can each store according to their will quote different RRPs?

nothing new ... !!! my point exactly .. as my posts suggest earlier ! regardless of place to buy, or not ! .