“I Left the Shop Feeling Humiliated After Trying to Return a £69 Garden Hose”

Editor’s Note: The following is a letter submitted anonymously by a Formby resident describing their experience at a local business. The business has not been named and the account reflects the writer’s own experience. As the business has not been identified, we have not sought a response.

Dear Formby Bubble:

I have decided to share my experience anonymously in the hope that it highlights the importance of good customer service and fair treatment.

I purchased a garden hose costing £69 but, after getting home, discovered it was not compatible with my outside tap. Before returning it, I telephoned the shop and was told I could bring it back the following morning provided it had not been used and remained in new condition.

The following morning I returned the hose, explaining that I had only unwound part of it to see if it would fit my tap and had not actually used it. Despite this, I was told it was no longer considered new because it had developed a kink and I was refused a refund.

Feeling this was unfair, I contacted the manufacturer, Hozelock, who advised me that the kink was not my fault and confirmed this in writing. I also sought advice from Consumer Rights and my bank, which began the process of trying to recover the money on my behalf.

A few days later, the shop contacted me and offered a credit note, which I declined. The owner then telephoned and offered me a full refund. I explained that my bank was already looking into the matter, but I also raised my concerns about how I had been treated in the shop. My son, who has autism and learning difficulties, was with me during the original visit and became so upset by what he felt was a sarcastic attitude towards me that he felt compelled to speak up in my defence, something he would rarely do.

As the bank process was taking longer than expected, I informed them that the shop had now agreed to issue a refund and that I would resolve the matter directly with the business. However, when I returned to collect the refund, I was told the owner wanted to wait until they were satisfied the bank had not already recovered the money before issuing any refund.

I understand that businesses have procedures when dealing with returns and that every situation has two sides. However, after initially refusing a refund, then offering one, and finally delaying it again, I have been left feeling frustrated, upset and disappointed by the whole experience.

I have chosen not to identify the business because my intention is not to damage anyone’s reputation. Instead, I simply hope my experience encourages businesses to treat customers with empathy, respect and consistency when resolving genuine concerns.

Anonymous Formby Resident