Forest Hall widow gets full refund for therapy device

Oct 9 2011 by Mr Justice, Sunday Sun

YOUR consumer champion has won a full refund for a widow who paid almost £1450 for a therapy device.

Elizabeth Urwin, 78, told me how she forked out for the portable machine, called a therapy Cyclopad, to ease her aches and pains.

She asked for a refund when she got no relief, but bosses refused to help.

That’s when Elizabeth told me about her dilemma.

I asked dealers Niagra Therapy for an explanation and, within 24 hours, I was told she would be getting a full refund.

Elizabeth had bought the Cyclopad from a Niagra agent at the Killingworth Centre, North Tyneside. She said: “I am 78 and suffer from agonising pains down my lower back and legs. I have been prescribed several painkiller remedies, none of which appear to work and, as a last resort, I sought the help of a qualified therapist at the Killingworth Centre.

“He told me about the therapy Cyclopad and said I would be free of some or all of the pain I was experiencing if it was used for one hour three times a day.

“I believed it would help and agreed to buy one.

“He drove me home with the equipment, carried it into my house, unpacked it for me, and even took all the packaging away.”

Elizabeth, of Forest Hall, North Tyneside, said she tried the device but felt no different. She said: “I used it for a few days, as he said, but felt no relief at all and decided I wanted my money back.

“I have poor eyesight and could not read the small print on the contract so I waited for a friend to visit and she explained there was a seven-day cancellation period.

“She wrote to them for me but, by the time they got the letter, it was too late.

“It must have been just a few days late, but they said I could not have a penny back.

“Now I am left with a contraption which is no good to me and it looks as if I will be stuck with it. Come on, I’m nearly 80, and I need a magnifying glass to see the small print.”

I left a message for the agent but no one returned my call.

I did, however, have better luck when I asked Niagra to look into the complaint.

National sales manager Martin Sampson told me the company had done nothing wrong but was willing to offer a full refund.

He said: “Firstly, I apologise for the inconvenience this may have caused Mrs Urwin.

“Secondly, I can assure you that I have carried out a full investigation into the matter and can confirm that the therapy set was sold in an ethical and professional manner.

“We take great care to ensure that any customer dissatisfaction is addressed and properly managed.

“Although Mrs Urwin had exceeded her cancellation rights, the company fully understands that the product did not succeed in meeting her expectations.

“Therefore, in light of this, we have made the decision to uplift this product and provide a full refund.”

I passed the good news to Elizabeth who said she was delighted with the turn of events.

She said: “Thank you so much for this.

“I don’t know what I would have done without Mr Justice.”