When Purchasing a Rug, Are You Allowed to Inspect The Rug before Payment?

Starlight8 on 14/12/2020 - 11:27

Hi guys,

Just wanted to get your thoughts on what happened yesterday.

I went to Freedom Auburn to purchase a rug, the one i wanted was on Clearance for $899, they had a 20% rug sale so it went down to $639.

When i went to the counter and asked to inspect the rug before payment. As I wanted to make sure there are no loose strands of wool/tears/faults in the rug, which i believe is reasonable.

When I asked the salesperson, she asked her manager and her manager said NO.

She wouldn't let me open the rug on the spot and inspect before payment (said its been checked before sealed), also added that once i pay and bring it home and if there was a fault, no exchange or refund.Also mentioned that if i pay for it and open it in store and there its a faulty i cant exchange or refund.

I had a quick read of the ACCC site whilst waiting, it mentions no matter if the store saids no refund or exchange for faulty items. It can still be done?

Long story short, they ended up opening it before i paid for it. Rug was fine.

Its obviously left a salty taste as i was planning to purchase another rug, but not sure if i really want to fight tooth and nail to inspect another one before payment.

My question to you - is this fair/usual practice in selling rugs?

Thanks :)

Poll Options

  • 99
    You are allowed to inspect your rug before payment
  • 2
    It is common practice to not inspect your rug and rely on their word
Home & Garden Rug

Comments

  • Ughhh on 14/12/2020 - 11:34
    +6

    Is there a rug law?

    • Starlight8 on 14/12/2020 - 11:46

      There are definitely neighbors and fence laws.

      Maybe a lawyer can draft one up XD

    • [Deactivated] on 14/12/2020 - 14:40
      +7

      The problem is loopholes.

    • [Deactivated] on 14/12/2020 - 17:40
      +6

      Things are tried in carpet court.

    • dimitryp on 15/12/2020 - 13:21

      sorry, im only an expert at bird law

  • khelddar on 14/12/2020 - 11:36
    +17

    I think they are trying to pull the rug out from under you.

    • whooah1979 on 14/12/2020 - 11:42
      -4

      It's called a rug pull.

    • Starlight8 on 14/12/2020 - 12:11

      Pretty much, like your pun!

    • [Deactivated] on 14/12/2020 - 14:37
      +1

      If not a runner.

  • orangetrain on 14/12/2020 - 11:36

    Didnt you already inspect it? Or was there a sign saying they have a rug on clearance, you must pay before seeing??

    • Starlight8 on 14/12/2020 - 11:48
      +1

      The rug was sealed and came from the warehouse.

      I just wanted to inspect the rug before payment. Its like purchasing a plate, you want to look around and check for no faults before paying :)

      Especially given that they said its on clearance if i bring it home and find a fault 'i cannot return/exchange'.

      • Ughhh on 14/12/2020 - 11:59
        +1

        Especially given that they said its on clearance if i bring it home and find a fault 'i cannot return/exchange'.

        If there is a fault, you can return/exchange. If there are no faults, you can't return/exchange as it would be change of mind.

        For retail stuff, including rugs and TV, afaik, you don't have the right to destroy their packing by opening it, unless you have paid for it. If the box of plates was sealed, you can't open it. Only except is if the store allows it.

        • Starlight8 on 14/12/2020 - 12:13
          +1

          Hi Ughh,

          Yup thats what i had in mind, but the fact that the manager mentioned that if i got home and it was faulty, they wouldn't let me exchange or refund sparked me. To check before purchase.

          Yup i totally agree with you, cant open the TV box, but theres always warranty if the TV comes home faulty (but the rug didnt).

          • Ughhh on 14/12/2020 - 12:21
            +2

            @Starlight8: ACCC laws > store policies/what the manager said.

            If this is what you experience before giving your money, imagine what it would be like after. Given the red flags, reconsider if pursuing the ACCC/fair trading route is worth it if it is faulty.

            • dasher86 on 14/12/2020 - 14:10
              +1

              @Ughhh: enforcing them is another thing XD

  • whooah1979 on 14/12/2020 - 11:38

    She wouldn't let me open the rug

    What do you mean by open the rug? Was it sealed in plastic?

    • Starlight8 on 14/12/2020 - 11:50
      +3

      Yup, the rug is brand new and sealed in plastic.

      The store was pretty much empty too. I understand its annoying to open a rug but i dont think its a good idea walking out with a $639 rug without checking for no faults?

      Its not like im purchasing a second hand car where i should accept fir what it is

  • oscargamer on 14/12/2020 - 11:41
    +7

    Inspection allowed before payment? At store discretion .

    No refund if found to be faulty? Definitely not.

    • Starlight8 on 14/12/2020 - 12:14

      Yeh i know right argh

  • [Deactivated] on 14/12/2020 - 11:47
    +1

    It is up to the store policy to inspect before you purchase, if the store does not let you, its up to you if you purchase or not.

    They cannot stop a refund though if it is faulty or it is not as advertised.

  • apsilon on 14/12/2020 - 11:51
    +6

    IMO, not wanting you to inspect the goods before purchase speaks volumes as to the quality. Go elsewhere and avoid the inevitable need to exchange/refund.

    • Starlight8 on 14/12/2020 - 12:16

      Yeh, i told my hubs that too. As consumers we have many options. The rug was nice but it wasn't like a must've. I definitely wouldnt want to go through that trouble again for my next rug purchase.

    • Settero on 14/12/2020 - 13:07

      ah , depending on the size of the rug, to unroll it , have someone inspect it , have it re rolled and packaged/secured … that's going to require some time , plenty of floor space , and most likely more than 1 person.

      and picture op unrolling the rug , then some stranger walks over it with dirty shoes and soils it , or spills something on it as the floor is now slightly uneven and the corners are probably still not flat due to being rolled.

      no comment as to the no refund/exchange if faulty , that's completely bs and not reasonable.

      • Starlight8 on 14/12/2020 - 13:13

        I agree with the above, it is slightly hard work unrolling the rug/rerolling.

        But in saying that if the manager said it was not refundable or exchangeable even if you open it at home and its faulty, begs the question/push that you need to open it at the store to inspect before payment as the rug wasnt exactly the cheapest one out there.

        I think the manager just wanted to make a quick sale and not be bothered/lazy. But the store wasnt really crowded anyways.

  • Hithere on 14/12/2020 - 12:03
    +2

    her manager said NO

    So the Manager tried to sweep your request under the rug?

    • Starlight8 on 14/12/2020 - 13:08

      Pretty much sums up the situation!

      Definitely not going back to that store!

  • [Deactivated] on 14/12/2020 - 12:03
    +2

    if there was a fault, no exchange or refund

    Only a little bit illegal.

    • Starlight8 on 14/12/2020 - 13:07

      Thats what i thought, it felt like the manager just wanted us gone.

      Also thought we didnt really know much. Cause i read on ACCC it is illegal :/

      • [Deactivated] on 14/12/2020 - 16:25

        the manager just wanted us gone

        Go and take your business to another company that actually wants and values you as a customer.

  • holdenmg on 14/12/2020 - 12:07
    +3

    If they don't want to let you inspect the Rug, they shouldn't have called the Shop "Freedom"

  • ihbh on 14/12/2020 - 12:23

    They are trying to pull the rug over your eyes.

  • Seraphin7 on 14/12/2020 - 13:20
    +1

    You don't have an innate right to open packaging prior to sale. The rug is no different in this respect to any other you might want to buy.

    You absolutely have a right to remedy per ACL if the rug is found to be faulty after you have purchased it.

    The gap between the two is that you buy the item and find it is "not acceptable to you", but it is not "faulty". If the item falls short of being "faulty" you will not have recourse under ACL and would be considered a change of mind return with the policy of the store kicking in.

    • onceupon8 on 14/12/2020 - 14:18
      -2

      Seraphin7 summed it up perfectly. You may have sounded entitled or difficult and they said no returns if faulty because they could tell your definition of faulty may be different from theirs.

      • [Deactivated] on 14/12/2020 - 16:30
        +1

        they said no returns if faulty because

        It is illegal to misrepresent a customers rights under ACL.

        Seraphin7 is wrong on many counts.

        • Ughhh on 14/12/2020 - 18:25

          What other counts?

    • Chandler on 14/12/2020 - 14:37

      If the item falls short of being "faulty" you will not have recourse under ACL and would be considered a change of mind return with the policy of the store kicking in.

      Not quite - ACL has provisions for more than just faults. From the Consumer guarantees Guide (emphasis mine)

      A supplier and a manufacturer guarantee that:

      • goods are of acceptable quality
      • goods will match any description provided
      • any express warranties will be honoured.

      A supplier guarantees that a consumer is buying
      goods:

      • that have clear title, unless otherwise stated
      • that do not have undisclosed securities
      • that are fit for any disclosed purpose
      • with a right to undisturbed possession
      • that match the sample or demonstration model provided.
      • Ughhh on 14/12/2020 - 14:45
        +1

        … All those points fall under "faulty" if those guarantees are not met.

        • Chandler on 14/12/2020 - 14:53

          Right you are.

          I was thinking faulty like electronics faulty, which is a bit different when your talking about a rug!

      • Chandler on 14/12/2020 - 14:55
        +2

        To add about opening the packaging - (again from the Consumer guarantees Guide:

        A supplier must not:

        • refuse a refund, or reduce the amount, because the goods were not returned in the original packaging or wrapping.

        Just because you've opened it doesn't mean they can refuse to replace/refund it if it is faulty.

  • [Deactivated] on 14/12/2020 - 14:46

    Retail Life :(

  • AdosHouse on 14/12/2020 - 15:04

    It's really not that hard to unwrap and reroll a rug. Like 5 minutes max.

  • bobbified on 14/12/2020 - 17:39
    +1

    When I asked the salesperson, she asked her manager and her manager said NO.

    If they're already being difficult before the sale, imagine dealing with them for anything after the sale!

    Simple solution really… go buy a rug from somewhere else.

  • zombrex on 15/12/2020 - 01:04
    +4

    Should have walked out, such scummy sale practices don't deserve our support.
    They literally admitted they would sell you a faulty rug and not allow a refund!
    100% against consumer law.

    • Starlight8 on 15/12/2020 - 10:04

      It definitely crossed my mind if the manager didnt open the rug.

      I must admit, rug shopping isnt as easy as thought too. I saw 50 rugs in one day lol

      Definitely!

  • hasher22 on 15/12/2020 - 01:23
    +1

    I used to work for Freedom Retail. Each store is so different because you can either get a good manager or a bad manager. Each store operates differently because of the managers.

    We weren't even allowed to talk to each other for 15 seconds while on shift.

    In regards to your question:
    YES, you can inspect the rug. The rug can easily be packaged back in. The reason why she said no is because she didn't want to put the rug back in its plastic. Also a $600 sale is good for a store. All sales add up.

    I hope you didn't purchase it. Even at $600, it's prob 3x more than the wholesale price. When my store closed, we had a massive sale and I got a $1500 rug for $300 which was cost price!

    • Starlight8 on 15/12/2020 - 09:59

      Hey!

      Thanks for the reply!
      Yeh sounds like more laziness, the store wasnt busy either! Definitely a bad manager!

      I really tried to like other rugs which were being flaunt under $200 in the centre.

      I did buy it only because after the fuss she did open it. If she didnt open it i would've happily walked away.

      I definitely wouldnt shop there again.

  • OzHunterNSW on 15/12/2020 - 09:58

    Caveat Emptor…. let the buyer beware!
    Pig in a poke… etc etc…
    Is there on on display ?
    If you, then you assume from the salespersons assurance that both items are exactly the same.
    Purchase the rug in the assurance that the sample is exactly the same as that provided.
    If anything is amiss with your rug, simply take it back and ask for a full refund on the grounds that you were assured the two rugs were the same… and your rug is not/ or has faults.

  • RecklessMonkeys on 15/12/2020 - 12:02

    If you wear the rug, you are liable for any headlice that may be transferred to said rug.
    Many people find baldness attractive, so IMHO, you don't need one.
    Also, you are not allowed to look at the rug, even after you get it home.

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