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Faulty electric goods advice probed

Shoppers could be receiving misleading advice from retailers about returning faulty goods this Christmas, a survey has claimed.

Consumer rights group Which? made visits to six of the UK's major electrical retailers to find out what information they gave out about returning products.

According to the survey Argos fared worst, despite improving from last year, with only three out of 12 visits rated fair or better and only five out of ten managers they spoke to rated fair or better.

Richer Sounds scored poorly, with only five out of 12 visits proving acceptable, while online retailer Amazon scored low for calls to managers.

American giant Apple performed the best with nine out of 12 visits rated fair or better and a full ten out of ten for the managers they spoke to.

John Lewis and Currys both scored four out of 12 for visits to their stores.

Which? said they spoke to Argos about their findings and were told the company was " encouraged to see an improvement, but accept there is some way to go. Our new training programme includes a compulsory module on consumer law."

In a statement Amazon said: "We take into consideration all facts and circumstances on a case-by-case basis to provide a fair solution for our customers.

" will review the instances highlighted by Which? as they do not appear consistent with the typical customer experience."

Richer Sounds said they would work with Which? to "give customers the best possible information about consumer rights".

Which? executive director, Richard Lloyd, said: "While it's clear major retailers have improved their consumer rights knowledge since our previous investigation, it is still unacceptable that customers could be left out of pocket by following incorrect advice. Stores must ensure the information staff are giving is correct."

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