Tumble Dryer Fiasco

LUSK

Any comments or suggestion relating to this query would be gratefuly received

Tuesday 22nd June I ordered via a large supermarker chain an Indesit IDC75 condenser tumble dryer.

Friday 25th June the dryer was deliver but on unpacking it I could see damage had occured to one of the side panels.

Saturday 26th June contacted the retailer and advised them that the machine had been damaged but I was happy (ish) to use it. The supplier did say they would give me a partial refund as a good will payment.

Sunday 27th June used the dryer for the first time but the damage must have been more severe than originally thought as the drum wouldnt turn properly and caused the dryer to overheat.

Friday 4th July a new dryer is delivered and the old one taken away. On unpacking the replacement dryer one of the side panels wasnt sitting square and on using thedryer it started to overheat again. This time I rang Indesit and they said they would send an engineer out.

Tuesday 6th July The Indesit engineer comes and confirms the machine has been damaged and although he can order parts, come back and repair he suggests that as the dryer is so new it should be returned to the supplier. In agreement I call the supplier and they arrange a replacement but I have to pay for the replacement dryer. They told me the new dryer would be delivered this Friday.

Friday 9th July 11.23 I contacted them and they told me that the dryer was on for delivery today. 17.51 as nothing had been delivered I spoke to the supplier again and I was told that the lady who I had previously spoken to had not been completely truthfull and in actual fact the dryer had been involved in a small incident at the distribution depot and wasnt on the vehicle for delivery. 18.06 I had to purchase yet another dryer.

Thursday 15th July The delivery men turned up to take away the old dryer and also to deliver what should have been my new dryer but in actual fact was an inflatable swimming pool. Both items were taken back by the delivery company.

Thursday 22nd July Received a call from the delivery company telling me they are going to deliver tomorrow :T

Friday 23rd July the delivery company, true to word turn up with...a lay-z-spar. I explained to the delivery man that this wasnt what I was after and he told me that 'I need to ring the catalogue people to arrange a collection as he could not take it back' I was also requested to sign his delivery note which I did. I then contacted the supplier, explained the situation again they told me that I must take the item inside the house and keep it safe for them until they collect sometime next week :mad: This is where it starts to get a bit messy. The spa they have delivered has a weight warning on it and it states that it weighs around 50 kilos and to get it into the house where it should be secure I would have to carry it up some steps. I have told the supplier this cant be done as I am currently there on my own this week and they have told me that if the item sould go missing then I will be liable for this. The annoying thing about this is that as soon as the delivery driver had gone I rang them and if they had pulled their finger out they could have got hold of the driver and told him to come and pick it back up. So back on the phone we get to them and they have confirmed that dryer number four?? has been lost and they will cancel the order. I have now had to place another order and pay for yet another dryer which they state will be delivered Thursday 29th July.

So all in all I reckon I have spent out about £800.00 on credit card in tuble dryers which I have yet to receive!

Comments please

unholyangel

Why do you keep having to pay for new tumble dryers?

You should have only had to pay for it once. If it is faulty, it is up to them to refund/repair/replace at no additional cost (or supposed significant inconvenience) to the consumer.

tbw

I don't understand why you keep on paying for new dryers - you paid for one and that should have been the end of it (the paying bit!) I also don't see why you signed a delivery note for a Spa - it wasn't yours, you didn't order it or want it and the driver had no right at all to just leave it with you and expect you to sort it out with the supplier (unless of course you told him he could leave it - I can see then that he would have wanted a sinature as confirmation that you had the Spa).

Personally, I would have told the supplier to stuff their broken dryers, inflateable pool and spas and demanded a full and complete refund ! I can't see why you have allowed them to get you into such a crazy situation.

LUSK

The supplier state that if the goods are supplied damaged then they will exchange for new or provide a refund. If however the replacement item is damaged they are then unable to exchange for yet another appliance and the customer has to pay for another.

You are right that really I should have told them to stick it but they have an item which I want which is at an ok price and they must surely be able to deliver it.

Referring to the spa, I told the driver it was the wrong item and he told me that he was unable to take it back there and then and that I must sign for it.

unholyangel

LUSK wrote: »

The supplier state that if the goods are supplied damaged then they will exchange for new or provide a refund. If however the replacement item is damaged they are then unable to exchange for yet another appliance and the customer has to pay for another.

You are right that really I should have told them to stick it but they have an item which I want which is at an ok price and they must surely be able to deliver it.

Referring to the spa, I told the driver it was the wrong item and he told me that he was unable to take it back there and then and that I must sign for it.

You really shouldnt be so trusting. The spa was the drivers responsibility until he obtained a signature from you - at which point it because your responsibility. You have no obligation to accept a delivery, even of something you have ordered - remember this for future

Havent you looked online to see if you can get it cheaper elsewhere or for near enough the same price?


I know breville will tell you who stocks which item, so really cuts down on the legwork! Of course i always google to be on the safe side When it comes to money, i trust no one.

More to the point, have you been issued refunds for the returned items?

LUSK

I have checked online and because the supplier gave me £30.00 off for the original inconvenience nobody else comes close to the price and I dont want to loose the discount Mind you, at the time I placed the order today they were quibbling about the fact they had already given me a discount.

I have seen that two credit have come through but as my credit card statement date is nearly here this latest credit wont come through in time which means that I will have to pay the extra this time around.

unholyangel

LUSK wrote: »

I have checked online and because the supplier gave me £30.00 off for the original inconvenience nobody else comes close to the price and I dont want to loose the discount Mind you, at the time I placed the order today they were quibbling about the fact they had already given me a discount.

I have seen that two credit have come through but as my credit card statement date is nearly here this latest credit wont come through in time which means that I will have to pay the extra this time around.

Although the SOGA does state for faulty goods the repair/replace/refund should be at no significant inconvenience to the customer, nothing is mentioned about reordering for non-delivery.

But personally, as it is a result of the original faulty item, i would argue they should be meeting any additional expenses incurred by you. TBH they just sound completely unprofessional and like they have no idea what they're doing or how to run a company.

LUSK

Over five weeks since the first order date and by George the dryer has been delivered today, damage free and appears to be working :j

What an experience that was :mad: