Floors to go Mis Selling

scottyb

My wife and I recently bought £1000 worth of wood flooring based on the sales person telling us at the point of sale that we would have at least one 1800mm long board in each pack. She also said that we should buy from floors to go because they have 1800mm boards and the local competition do not. 1800mm boards are important as we have a long room. When the 29sq m arrived at the shop there was not one 1800mm board in 18 packs with the longest being 1600mm the rest being smaller. We have asked for a refund but they say it is not there problem and blame the manufacturer. They also say they have no liability to provide a refund as the reciept says that they are "Random Laquered lengths". the box does state that the boxes have sizes 400mm to 1800mm but they do not say that there maybe a risk that you don't get any longer lengths.Surely this is mis selling at the point of sale? What can I do to get my money back?

underlay_guru

Hi,

Some specific product ranges have random lengths, mainly to make your floor look less uniform, but although it is highly likely,there is still no guarantee you will receive a specific length of board: just the correct square metrage...

If the salesman has told you that you are guaranteed a long board in each pack, then he has missold it to you.

Regarding local competition not having the same product?- what a load of rubbish: this is a common sales technique to prevent you from shopping around. If you were savvy and had have shopped around, it is highly like you would have found the same product elsewhere cheaper...sorry. I know that Floors2Go have some of their products rebranded to prevent you from finding them in other shops, but are still easily identifiable from a sample board.

What brand of product is it, and I shall look into it for you...

scottyb

Hi, it is a "18mm x 150mm width Random Laquered Length ABC rated". What this desription meant in real life was not exaplained coirrectly at the point of sale Our issue is not that there is a random number of lengths but that at the point of sale the assistant manager told us we should choseFloors to go over B&Q and Wickes as their packs contained 1800mm lengths. They did not explain that there was a risk that we would have zero 1800mm lengths over 29 sq m.

TBeckett100

under contract law, the company has failed to deliver what was contracted to be delivered. therefore you have the right to refuse the goods and demand a refund. sue them.

scottyb

Hi Underfloor guru, we did do our homework and the local competition length of board was a maximum of 1200mm so the F2G salesperson was correct in that statement. However, she sold to us on the fact that their maximum length of boards were 1800mm and it states so on the box we took home, we did not check at the store before we parted with our money. She expalined that there would be random lengths including 1800mm in each box. Over 29sq m there is not even one 1800mm the longest is 1600mm and there is only one of those over 19 boxes.

MX5huggy

IS it Saturday will they be busy with new customers? Strike will the iron is hot and make a loud fuss in the shop today. If this fails you do have legal right but try this 1st. May be take the whole lot back and open every packet on the shop floor looking for the 1800mm lengths. Your contract is with F2G not who ever they get the stuff from.

roses

How did you pay? Cash, credit card, debit?

scottyb

MX5 huggy, we have been through the three managers at the store, 5 different people at head office, the Opps director and finally yesterday the stand in area sales manager. They have opened all of the 19 boxes at the store without me asking them to do that and have found zero 1800mm boards. They have even said that they spoke with the manfucturer yesterday and told them there boxes and literature are misleading and that they will be sending a note round to all the sales team to tell them not to say there will be 1800mm boards. However, they still wont give us our money back as their legal team say that the reciept is the T&C's and it states random lengths and they are under no obligation to refund. I spoke with two other regional sales managers yesterday and they both said that they have opened 100's of those boxes and have yet to see a 1800 board. They all seem to admit ther is a problem with misleading information but say legally they don't have to refund.

scottyb

We paid by debit card

MX5huggy

Well you have to start looking at legal options then, may be start with trading standards or a strong letter from your solicitor? Then small claims court? or put the stuff on ebay and buy what you want and move on.

Any good at music?

http://www.youtube.com/watch?v=5YGc4zOqozo

roses

Right, it's pretty clear they are in the wrong here. Forgetting any verbal discussions which cannot be proved, the pack clearly states up to 180cm.

Write them a letter to head office giving them 14 days to collect and refund or you will take them to court and trading standards. Don't bother with anymore phone calls or store visits.

Usually companies do back down at this stage. If they don't then give trading standards a call and they will advice you on the next legal action.

I don't suppose you paid by visa debit?