Worten refuse to replace iphone SE

I purchased an Iphone SE on Saturday 2 Apr 2022 from Worten Albufeira Shopping and attempted to return it on Tuesday 5 Apr 2022 to upgrade to the SE2022. The manager stated that Worten do not accept phone returns. I asked about my legal rights under the 14 day cooling off period and he stated that I didn't have any rights as they do no accept returns. I have been in contact with Apple in Lisbon but they have referred me to yourselves.

Hello William , good afternoon.Thank you for sending your email, and we apologize for the delay in responding.We inform you that according to our satisfaction and return policy, cell phones are not covered by it. Therefore, we regret the situation exposed and the inconvenience caused by it.You can check the terms and conditions of the same through the following link: s:www.worten.ptolitica-devolucoes .If any further questions arise, do not hesitate to contact us.See you soon!Diogo SimeãoServiço de Apoio ao ClienteT: 210 155 222 – disponível todos os dias das 8h às 24h (chamada para a rede fixa nacional)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001bF6Ydandfrom=ext]

By Law the customer has 14 days in which they may return products they do not want or replace them. Are you saying that Worten is above this Law?? If so, can you explain the article of Law that you are using?

DATA NOT AVAILABLE

At no time during the selling of the phone to me was I informed that I could not return it. One assumes that the 14 day rule is law and applies to everyone, Worten included! I have already asked you which article of the Law allows you to refuse a return but you have not replied to this. Please advise.

Hello William, good afternoon.Thank you very much for your contact and we apologize for the delay in responding.As indicated above, there are some exclusions from the Return Policy, one of which is mobile phones. You can check all the information at the following link: s:www.worten.ptolitica-devolucoes .If you need any further clarification, we are fully available!See you soon!Andreia DelgadoServiço de Apoio ao ClienteT: 210 155 222 – disponível todos os dias das 8h às 24h (chamada para a rede fixa nacional)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001clOmZandfrom=ext]

Your replies are always the same and do not address the questions I asked. Can you read my messages and respond to the questions. Do not send me another answer saying I should read your return policy. If I had been advised that I could not return the phone during the selling phase, I would have opted to purchase online.

Hi William, good morning.Thank you very much for your contact.????First of all, we understand your dissatisfaction and are sorry for the inconvenience that the situation is causing you.We clarify that our returns policy, and information on which products are excluded, is available on our website and in all our stores.If you have already used the equipment, we are sorry to inform you that we are unable to accept the return. If you have not used the equipment, and it is in a sealed package, please send us the attached proof of purchase, so that we can check the situation with the store.If you need any further clarification, we are fully available.See you soon!Doriet AntunesCustomer servicesT: 210 155 222 – available every day from 8 am to midnight (call to the national fixed network)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001clRZlandfrom=ext]

How would I know I didn't like the phone without trying it??? So, no it is not in a sealed package and yes I used it for 2 hours whilst testing it then deciding it was not for me. Seems to me that you are making up rules as you go along and have no interest in your loyal customers. I cannot understand why, if I bought the phone on the Internet (which I would have, had your retuns policy been explained to me during the selling process) it can be returned but not if bought in store.

Hello William, good afternoon.Thank you very much for your contact.????We apologize for the inconvenience caused. However, allow us to clarify that there are certain equipments that are excluded from our in-store Returns Policy, as in the case of mobile phones, so it will not be possible to meet the expectations in the return of the same. You can consult our Returns Policy at s:www.worten.ptolitica-devolucoes.If you need any further clarification, we are fully available.See you soon!Doriet AntunesCustomer servicesT: 210 155 222 – available every day from 8 am to midnight (call to the national fixed network)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001clU1pandfrom=ext]

You say that you are fully available for responses but your responses say the same thing every time. Does anyone actually read the responses from me or is it just a fully automated response? I would like to speak with someone who actually makes sense and can answer all my questions before I publish all of the documentation between us and shame Worten on the Internet.

Hi William, good morning.Thank you very much for your contact.We are once again sorry for the inconvenience this situation is causing you, however, as we have explained, we cannot accept the return of an iPhone that has already been used. This information is available on our website and in all our stores.We are sorry, but we are unable to accept your request.If you need any further clarification, we are fully available.See you soon!Doriet AntunesCustomer servicesT: 210 155 222 – available every day from 8 am to midnight (call to the national fixed network)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001clwesandfrom=ext]

As I said, no-one informed me as to your return policy on mobile phones and I certainly saw no signs to that effect. Remember that your store in Albufeira is in temporary accommodation and the signs may not have been displayed which is down to you and not me.

Hello William, good morning.Thank you very much for your contact.As previously informed, we cannot accept the return of an iPhone that has already been used. This information is available on our website and in all our stores. Nevertheless, we are sorry for the inconvenience caused, however, we cannot accept your request.If you need any further clarification, we are fully available.See you soon!Margarida ValeCustomer ServiceT: 210 155 222 - available every day from 8am to midnight (national landline call)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001cmGRGandfrom=ext]

I can see that I am totally wasting my time in trying to get this resolved with you. As I have spent over 3000eu with you in the past, I am totally disgusted with your repetitious comments and will no longer shop with you and will advise any prospective buyers to do the same

Hello William, good morning.Thank you very much for your contact and we regret the delay in responding.????We apologize for the inconvenience caused. However, allow us to clarify that there are certain equipments that are excluded from our in-store Returns Policy, as in the case of mobile phones, so it will not be possible to meet the expectations in the return of the same. You can consult our Returns Policy at s:www.worten.ptolitica-devolucoes.If you need any further clarification, we are fully available.See you soon!Flávio VitorinoCustomer servicesT: 210 155 222 – available every day from 8 am to midnight (call to the national fixed network)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001cmqhcandfrom=ext]

Flavio, why do you say the same thing every time? You have not answered one of my questions!! And you won't be seeing me soon!!!

Hi William, good afternoon.Thank you for sending your email, and we apologize for the delay in responding.We inform you that as indicated by our store, mobile phones are not covered by our satisfaction and return policy. We suggest that you can check the terms and conditions through the following link: s:www.worten.ptolitica-devolucoes .However, we regret the situation exposed and the inconvenience caused by it.If any further questions arise, do not hesitate to contact us.See you soon!Diogo SimeãoServiço de Apoio ao ClienteT: 210 155 222 – disponível todos os dias das 8h às 24h (chamada para a rede fixa nacional)cliente@worten.ptwww.worten.pt--------------- Mensagem original --------------- [s:worten.my.salesforce.com/servlet/servlet.ImageServer?oid=00D1r000002BBWYandesid=0186900001cnKcJandfrom=ext]

Once again, the same reply from you Diogo as Flavio. Can you tell me how to contact the Manager as I am wasting my time talking to you guys.