Sharp selling practices in the sale of assistive products to older people(view report contents)
Summary
The report describes the findings of a small investigative study to establish evidence of sharp practices by companies selling assistive products, such as stairlifts, powered scooters and special armchairs and beds. The study arose because, as a result of complaints received, Age Concern England wondered whether some companies were trading on the vulnerability of some older people, using forceful selling methods and providing them with unsuitable products and after sales services.
Age Concern commissioned Ricability to investigate such practices. The research was carried out in 2001 in three stages: consultation with a wide range of other advice agencies on their experiences with the assistive products industry an in-depth study of nine selected complaints and consideration of six others – all received by Age Concern and the other agencies six mystery shopping exercises in which older people received home visits from companies identified by the advice agencies as the source of consumer complaints.
Findings
Responses from advice agencies showed that they shared Age Concern’s
suspicions about the operation of some companies in the assistive products
industry. Both the complaint case studies and the mystery shopping exercise
revealed a depressingly similar range of problems being faced by older
people when buying assistive products. The majority of these cases related
to products sold to people in their own homes rather than in shops.
The key issues raised were:
- Influential advertisements
- Detrimental effect on cancellation rights of invited home visits
- Over forceful selling practices
- Product unsuitable for person’s abilities and needs
- Poor demonstration
- Large deposits required
- Dramatic price reductions to induce purchase
- Verbal agreements not written into the final contract
- Restricted consumer rights when products made to personal specification
- Pressurised selling of expensive maintenance contracts
- Poor after sales services.
Recommendations
This research suggests that sharp practices are being carried out by
a minority of companies selling assistive products. A range of measures
is needed to deter their unacceptable selling practices:
- Responsible advertising – new codes relating to assistive products.
- Promotion of independent advice – better publicity and provision
- Responsible traders - strengthening and promotion of industry codes of practices.
- Protective laws and practices – review to give greater consistency and protection
- Co-ordinated collection of data on complaints – to identify their extent and the persistent offenders
- Literature and information setting out consumer rights – targeted to older people buying assistive products at home
To obtain a copy of the full published report
This research was carried out by Ricability, under commission from Age Concern England. The summary section has been reproduced here, however the full report is published in print by Age Concern. To obtain a copy contact:
Age Concern England
Astral House
1268 London Road
London SW16 4ER
National helpline: 0800 009966
e-mail: ace@ace.org.uk
www.ace.org.uk
Report Contents
