Buyer Protection using After Pay
I am having a problem with a purchase I made from TSB Living using afterpay. The spin bike I purchased cost $499.00 including shipping. I received the bike 2 weeks after purchasing it, used the bike for 3 days with no problems and then it started making a terrible noise when adjusting the tension. The noise then became more consistant and louder to the point where it was unbearable to ride. I only had possession of the bike for a week in total. I contacted the seller and sent them a video of what the bike was doing while I was riding it. They arranged for a transport company to collect it (which took another 7 days before they collected it). Over another week later they emailed me to say there was nothing wrong with it and they wouldn't issue a refund. They also had no more bikes in stock. They offered a store credit. I wasn't keen at first as I really wanted a bike that worked properly. In the end I decided to agree to purchase another item of the same value. They then said it would cost an extra $168 as I had to pay for shipping of the bike that was returned plus a re-stocking fee. I cant believe they were going to on sell the faulty bike to someone else. I have tried to make a claim through buyer protection but it said there were no items in my won list. When I went into the feed back the company placed on me (on 17/8/24) to see the auction listing the status was still showing as closing, therefore never went into the items I won. Please help me as I am now am out of pocket for $499.00 plus have no bike that I purchased. I made my last afterpay payment on this bike on the 2/10/24, so is now paid in full.
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S Community SuperuserEditedKia Ora Angela,Sorry to read of your experience with that Trade,Yes! TradeMe do support Faulty Goods within a reasonable timeframe.Being In-Trade your Seller has legal obligations under the Consumer Guarantees Act (CGA) to provide you a refund, repair or replacement. Faulty and unsafe products | Consumer Protection- Did the bike have a warranty period?
- As your Seller is In-Trade & they are a registered business company you can look them up online to obtain their phone number and address details.
As the Listing closed more than 45 days ago, if all communication attempts have been exhausted you can contact TradeMe staff through "Live Chat" for assistance in filing your Faulty Goods Dispute Resolution. - If you select the Contact us Link at the very bottom of any TradeMe page the Chat Tab will Pop up in blue at the bottom right of your landing page screen. - Enter in the Chat bot which comes up once selected - person - and you will be taken to entering your details before arriving at the window to Chat with a Real Person/Staff. - Have all of your supporting photo's, video and communication with your Seller ready to attach with the Chat session including your Listing number, enabling Staff to pull this up readily.
The Live Chat manned hours weekdays are 8:00am - 5:30pm and weekends 9:30am - 4:pmAll the Best - Cheers.0 -
S Community SuperuserKia Ora Angela,Sorry to read of your experience with that Trade,My Comment for you has gone into Pending Status awaiting a TradeMe staff member to clear - Meantime this is how it reads and if you type the Consumer Protection NZ in your Device Browser you will find them.
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Items drop off your won items list after 45 days, and dispute reports need to be made within those 45 days. As your purchase was 17/8/24, the last day for a dispute report was 1st of October.
You will need to contact Trade Me to see if they can file a report for you manually.
Otherwise the Disputes Tribunal is the best bet. As you have video evidence of the problem, it should not be too difficult to prove it was faulty, and in which case the retailer was required to either repair, replace or refund you (not store credit).
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