Buying Big-Ticket Items

When shopping for expensive items such as home furnishings, it’s important to be aware of good consumer practices to ensure you get the deal you bargained for. It pays to do your homework, understand contracts and stay on top of any problems you might encounter with delivery or payment terms.

Review the following tips to ensure you make a worthwhile investment, know your rights and protect yourself if things go wrong.

Quick Tips

Shop around. Don’t rush into anything. Go to a few different stores to compare quality and prices. Do some research at the library or talk with friends and family about their experiences with similar merchandise.
Deal with a reputable business. While discounts, sales and bonus offers may be tempting, consider the quality of the item first. Find out about store policies for delivery, refunds, exchanges and deposits.
Look at floor models and displays. Inspect the item closely – test sofas and mattresses, check stitching, touch the wood and open drawers. Determine the colour of the wood you want or fabric you prefer. Find out if assembly is required and whether the store will have someone do it for you and if there is a cost involved.
Speak with a sales representative. Discuss what’s available in terms of style, colour and materials. Talk about payment and delivery options before you sign a contract.
Read the contract carefully. Don’t agree until you make sure any verbal promises appear in the contract.

Your Rights

Consumer agreements must disclose all details. If a company isn’t delivering on the contract, or if you encounter an aspect that wasn’t disclosed but was required to be by law as part of the deal (e.g. an unexpected annual renewal fee), you have the right to cancel within one year. In addition, vague language is discouraged in contracts. All required information must be clear, prominent and easy to understand. If there is a dispute over unclear language, the law requires that it be interpreted in favour of the consumer.
Deliveries must be made on time. If the company doesn’t make delivery or start service within 30 days of the date stated in the agreement, you can cancel the agreement at any time before delivery or start of service. You lose the right to cancel if, after the 30-day period has expired, you agree to accept delivery or allow the company to start services. If the agreement does not state a date, the 30 days run from the date the agreement was signed. Again, you lose that right if you accept delivery or start of service after the 30 days.
Special protection for purchases made in the home. If you buy something in your home (e.g. a vacuum cleaner from a door-to-door salesperson), there is extra protection for you:
- If the purchase or service costs more than $50, there must be a written contract and you have a 10-day cooling-off period during which you may cancel the contract for any reason and be eligible for a full refund.
- In addition to the name and address of the buyer and seller, a description of the item and price, delivery dates, delivery charges and the date on which delivery is to be made or the services are to be performed and completed must all be stated clearly on the contract. If they are not, you can cancel the contract within one year of signing, and the company must provide a full refund.
Referral selling is allowed. A salesperson is allowed to offer you an incentive for helping find other buyers, but the description of the incentive must not be false, misleading or deceptive.
You are protected against unfair practices such as deceptive promotional and sales pitches. If an unfair practice has occurred, you can rescind the agreement within one year. One way to do this is by sending the company a registered letter. If that doesn’t produce results, see our Need Help section.

If You Have a Problem With Your Big-Ticket Item

The case of the missing window dresser

A number of consumers entered into a contract with a man who owned a drapery store. They ordered and paid a deposit for window coverings to be installed in their homes and never heard from him again. When they called to complain, they found out that he had gone out of business, leaving them without drapes or a refund for their deposits.

This all began when consumers entered the man’s store and selected window dressings. He would discuss the kind of window dressing they wanted and give them a quote. The shopkeeper then visited the consumers’ homes to take window measurements. Contracts were signed at this point; they included the total cost of the drapes, a 50-per-cent deposit, and the delivery and installation date. But, on that date, the man never showed up to install the window coverings.

After repeated missed installation dates, concerned consumers returned to his store and found that it was no longer in business. The ministry handled numerous complaints of this nature over a nine-month period when, one day, police caught the man loading a rental truck with goods at the rear door of his store. On that day, the man had convinced two consumers to sign contracts and pay $500 each for window coverings.

An investigation revealed that the man had closed his business and had not filed for bankruptcy. He was charged and convicted under the Business Practices Act and ordered to perform 150 hours of community service and reimburse all of his customers, totaling approximately $4,800.

Reminder: Under the Consumer Protection Act, 2002, any contract of more than $50 signed in a consumer’s home is subject to a 10-day cooling-off period.

The case of the champagne-coloured sofa

A consumer purchased a leather sofa from a furniture shop for more than $2,300. She and the salesperson agreed that the colour of the leather would be “champagne” and she was given a sample of the fabric. The woman promptly made a $600 down payment and used her credit card to pay the rest, arranging to have the sofa delivered to her home.

When the furniture was delivered, it was the wrong colour. The consumer sent it back the same day, notifying the company of the problem. The company promised that the returned sofa would be re-upholstered in the correct colour and delivered within three weeks. Three weeks later, the sofa didn’t arrive. At this point, the consumer decided she didn’t want the item anymore. She requested a refund, but the company was slow to respond. The ministry stepped in to mediate and the company agreed to reimburse the consumer in full soon after.