Incorrect size stated on website

byz2004

Hi I could do with some advice on a problem we are having with Sainsburys online.

The mother in laws washing machine blew up last weekend. Unfortunately it was an inbuilt one meaning what she ordered had to fit the exisitng gap and door.

After trawling the net she ordered one from sainsburys online which according to the measurements on the website was the correct size for the gap.

It was delivered yesterday (at 10pm ) and the plumber came round to fit it this morning. This is where the problems started. After spending about 2 hours trying to fit the thing it turns out that the measurements that sainsburys have on their website dont include the 3cm that the pipes attached to the back of the machine take up. As a result the washing machine doesnt fit in the gap.

The mother-in-law phoned sainsburys up to complain and their responce was that it was here fault (even though the dimensions were 3cm too short on the website) as she should have done more research before she pruchased! They said that they will accept a return but charge £50 for collection!

Surely they are at fault here, unless you were a washing machine expert would you really know that you "need to add 5cm" (sainsburys words) to the dimensions advertised?

Is she covered under any legistlation for this? I've had a look at the distance selling regulations but couldn't find much. She paid using a credit card if that makes any difference.

Cheers

OlliesDad

byz2004 wrote: »

Hi I could do with some advice on a problem we are having with Sainsburys online.

The mother in laws washing machine blew up last weekend. Unfortunately it was an inbuilt one meaning what she ordered had to fit the exisitng gap and door.

After trawling the net she ordered one from sainsburys online which according to the measurements on the website was the correct size for the gap.

It was delivered yesterday (at 10pm ) and the plumber came round to fit it this morning. This is where the problems started. After spending about 2 hours trying to fit the thing it turns out that the measurements that sainsburys have on their website dont include the 3cm that the pipes attached to the back of the machine take up. As a result the washing machine doesnt fit in the gap.

The mother-in-law phoned sainsburys up to complain and their responce was that it was here fault (even though the dimensions were 3cm too short on the website) as she should have done more research before she pruchased! They said that they will accept a return but charge £50 for collection!

Surely they are at fault here, unless you were a washing machine expert would you really know that you "need to add 5cm" (sainsburys words) to the dimensions advertised?

Is she covered under any legistlation for this? I've had a look at the distance selling regulations but couldn't find much. She paid using a credit card if that makes any difference.

Cheers

While the measurements provided by Sainsburys may be confusing/vague, the actual unit size does appear to be correct.

Under the Distance selling Regulations they are allowed to charge for a collection. You can return the goods at your own cost and not be charged any extra fees.

I would speak to Sainsburys and see if they would be willing to half the charge out of goodwill.

Meepster

Erm...I might be missing something here, but ALL integrated appliances are the same size, so it sounds to me like the one you are replacing is smaller somehow...

HOWEVER as you didn't actually go into the shop to look at the product, the Distance Selling Regulations come into force and you have seven days to reject the goods, in writing (or email). They are legally bound to refund the item and any delivery charge. As to the £50 for collection, is this stated on any of their paperwork or the T&Cs on the website, if they are, then you'll have to pay it, if it's not, then you don't...

How you are going to get one that fits, is a whole other question though...

byz2004

Thanks for the replies.

Its good news that you get the delivery charge refunded as that was £25, meaning the £50 return wouldn't be too bad. I'll have a look to see if the £50 return charge is stated anywhere...

She has the people who fitted the kitchen when the house was built coming out tomorrow, as apparrently they dont fit "non-standard" sized appliances, and have said if it is non standard they will cover the associated costs, which is good of them.

OlliesDad

Taken from Sainsburys website:

Product dimensions

It is important to note that the product dimensions do not include any protruding features such as, controls and handles etc. Product dimensions represent the casing of the appliance only.
Returns

If you decide to return your goods to us for any reason we do reserve the right to charge you £49.99 for collection.

byz2004

Yeah i just noticed that when i was looking on their website.

I'm glad i'm not dealing with all this, just thought i'd check to see if there was any legistlation she should be aware of. :cool: