Shops 'misleading customers'

High street shop staff are fobbing off customers and giving them misleading advice about their rights, according to the consumer organisation Which? Consumers are often told to take their complaint to the manufacturer, when it is the retailer's responsibility to sort it out, Which? said.

One marketing expert told the BBC that bad advice is often due to a lack of training or the management's attitude. Complexity Consumer laws have been strengthened and added to over recent years and shoppers have better protection than ever before.

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