I purchased a gorgeous metal necklace, and was very disappointed that on the first wear, part of it broke (wasn't doing anything strenuous either, just sitting at my desk!) I took it back to the shop along with my receipt (on Saturday) and explained to the person at the counter (who I found out later that she was the boss of the store) that I didn't want a refund as I do love the necklace, but could they please send it for repair as it is faulty.
Imagine my surprise and shock when I was given a convoluted reply about 'how their manufacturer only allows them a 7 day faulty goods refund allowance, and they had already checked the items at the office, so it is past THEIR timeline for reply to the manufacturer'. I was also given direction for someone who i excellent at repairing this kind of jewelry. I did state that it doesn't seem right for me to pay for repairs (hoping that this would trigger the memory of the shop person that this is not the correct response!) but she said that there was 'not much that they could do'!
I decided that I would give them a second chance to correct their mistake. I went back on Monday (2 days later) and explained my problem of the necklace being broken to a different shop person (whose name is Denise, and she was fantastic). She said that she would have to confer with the boss (who wasn't at the store at the time) on the next course of action, as she did not know what to do in this circumstance. I told her of the reaction that I received from her boss, and asked if she could leave her boss a message that I was very dissatisfied with the initial response that I received, and to make her boss aware that such a response was in fact illegal, as it was contrary to the Trade Practices Act. Denise was very forthcoming, took my details and confirmed with me that she would pass the message on for me, but also that she would discuss my comments with her boss personally the next time that she saw her.
I received a phone call the next day (Tuesday) from the boss asking if I still had the necklace, and I can just bring it in and they will 'sort it out for me'. This was done on Thursday, and I await with bated breath to see if it has been fixed, and if they try to charge me for it!
I mentioned Denise by name, as she was extremely forthcoming and friendly, and provided good customer service.
Approximate cost: $38
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Update for everyone:
After handing in the broken necklace, I waited 4 weeks for a reply or a phone call. I ended up making the phone call myself to find out the progress of my necklace only to be told that I can come in to get a refund.
I asked about the necklace and if it was fixable, and was told (by the manager) that no it was not fixable and she had thrown it away. I contacted the OCBA and asked where I stood in terms of my rights.
After this consultation, I went back to the store and got my refund, and informed the store manager that I did specify that I wanted it repaired, and was reluctantly accepting the refund, but I was very disappointed as I would have liked the opportunity to try and get the necklace fixed myself. I also specifically told her that the unwillingness to fix the product in the first place was illegal as it breached Australian Consumer Law. Amazingly, she denied that it did (even after I told her I conferred with the OCBA and they agreed with me!) so I highly recommend people avoid this business like the plague!