3) Read your rights when buying goods.

When you buy something from a shop, you are making a contract. This contract means that it's up to the shop - not the manufacturer - to deal with your complaints if the goods are not satisfactory. What do we mean by satisfactory?

The goods must not be broken or damaged and must work properly. This is known as "merchantable quality". A sheet, say, which had a tear in it, or a clock that didn't go when you wound it would not pass this test.

The goods must be as described - whether on the pack or by the salesman. A hairdryer which the box says is blue, should not turn out to be pink; a pair of shoes the salesman says is leather should not be plastic.

The goods should be fit for their purpose. This means the purpose for which most people buy those particular goods. If you wanted something for a special purpose, you must have said exactly what for. If, for instance, the shop assures you that a certain glue will mend broken china, and it doesn't, you have a right to return it.

If the shop sells you faulty goods, it has broken its side of the bargain.

If things go wrong:

If goods are faulty when you first inspect or use them, go back to the shop, say that you cancel the purchase and ask for a complete refund. If you prefer, you can accept a repair or a replacement.

If the goods break down through no fault of yours, after you have used them for a time, you may still be entitled to some compensation. In some cases it would be reasonable -to expect a complete refund - if, for instance, without misuse your shoes came apart after only one day's wear, or your washing machine irreparably broke down after only three wash days. But if your washing machine worked perfectly for a while and then broke, you could only expect some of the purchase price back. You and the supplier must negotiate a reasonable settlement.

You need never accept a credit note for faulty goods. If you do so, then later find you do not want anything else in the shop or store, you may not get your money back.

If you have to spend money as a direct result of goods being faulty, you can also claim this from the shop. You could, for example, claim the cost of using a laundry while the washing machine wasn't working. But you must keep such expenses down to a minimum.

There are four golden rules:

1. Examine the goods you buy at once. If they are faulty, tell the seller quickly.

2. Keep any receipts you are given. If you have to return something, the receipt will help to prove where and when you bought it.

3. Don't be afraid to complain. You are not asking a favour to have faulty goods put right. The law is on your side.

4. Be persistent (but not aggressive). If your complaint is justified, it is somebody's responsibility to put things right.

Remember:

• You can't complain about defects that were pointed out to you, or that you could reasonably have been expected to notice.

• Stop using the item as soon as you discover a fault.

• You are not entitled to compensation if you simply change your mind about wanting the goods.

4) - Make up a dialogue making a complaint when you are shopping.

- Your neighbour came home and found out a fault in his purchase. She's got

upset and shares her problem with you. You tell her about her rights when

buying goods and advise her to go back to the shop and make a refund.

Ex. 13 Read the text.

Shops Seem to Put Temptation in the Way

"I began shoplifting when I was 13", says Cheryl, a student from Ipswich. "I used to do it in my school lunch breaks because I didn't have any money. The more I got away with, the more I stole. I did it because it meant I had more things than I had before, and it gave me access to things I couldn't usually afford. It became a habit and I used to dislike paying for anything. Some shops seem to put temptation in the way, and I used to feel they deserved to lose stock. My shoplifting never worried me, until I got caught. That was really frightening - such a shock, because it just seemed like a game before. The store detective blocked the exit and took me to the manager's office. Then the police came. That was the worst bit, being marched through the shopping centre in the middle of town. It's the most embarrassing thing that's ever happened to me. The police gave me a big lecture and kept saying things like, "Shoplifting is wrong, you shouldn't do it. What will your parents think? You'll grow up into an awful person." I was a bag of nerves, really shaking and scared. My dad was really cool about it when he came down to witness my statement, but my mum was very disappointed. I had to return the goods - some bottles of perfumes - and got a verbal caution. If it happens again, I'll get fined, but I haven't stolen since. It totally put me off and I'm so worried I couldn't shoplift anything now."

Underline parts of the text which mean the same as the sentences below:

a) My shoplifting increased because I didn't get caught.

b) I could buy things which were usually too expensive for me.

c) Some shops made it really easy for people to steal.

d) They made me give back all the things I had stolen.

e) Being caught and warned made me too afraid to shoplift again.

Class Discussion

1. Do you like window-shopping? Do you prefer department stores or corner shops, where the shop-keeper knows you and talks to you?

2. In Britain you can never bargain in shops, and only very occasionally in the markets. The prices are usually fixed. Do you have to bargain in your country? Talk about a bargaining experience.

3. Have you ever borrowed money from anyone? Who from? How much? Have you ever lent money to anyone? Who to? How much? Are you in debt at the moment? (i.e. Do you owe anyone any money?). Does anyone owe you any money?

4. Do you save money? Are you saving for anything at the moment? What9 Do you keep your money a) in the bank? b) in a safe? c) in a money-box? d) under the bed? Have you got a bank account? Do you get any interest? What's the rate of interest? If you had a bank overdraft, how much interest would you have to pay?

5. Have you bought anything on hire purchase? What? Did you pay a deposit? Do you think it's a good idea? Have you got a credit card? Which one9 (Visa? American Express? Diner's Club? Access?) When you pay cash, do you ask for a discount? Do you usually get it?

6. Do you spend more than you earn, or less than you earn? Do you have a budget for your money? Do you keep a record of your expenses?

7. Have you bought anything this week? What? What did it cost? Was is worth it? Was it new or second-hand? Was it a bargain? Did you get a receipt?

8. Do you agree with the following sayings? What do they mean?

- Neither a borrower nor a lender be. (W. Shakespeare)

- Look after the pennies & the pounds will look after themselves.

- Live now - pay later.

- A fool and his money are soon parted.

- A customer is always right.

9. They say, "Men are better shoppers than women". Do you agree with it? Why? What's that "a good shopper"9

Writing

97 Cuckoo Lane, Tunbridge Wells, Kent 22nd May, 1998

Customer Service Dept.,

Dicken's Electrical Ltd.,

Harlow,

Essex

Dear Sir or Madam,

Last week I bought a pocket calculator at your branch in Cheltenham. It seemed to work in the shop. When I got home, I found that it was faulty. It adds and subtracts perfectly well, but it does not divide or multiply. I took it back to your branch in Tunbridge Wells, but they refused to exchange it, saying that I would have to return it to the branch where I bought it. This is impossible because I do not live in Cheltenham. Please find enclosed the calculator, together with the receipt, showing price and date of purchase, and the manufacturer's guarantee.

Yours faithfully,

C.R.S. Sketchley