Help - Fireplaces

joess

Hi,

Wondering if anyone could help me on this?

I bought 2 fires and fire surrounds in a showroom from a company in Elland, I paid £730 for the items, when ordering the guy asked me if I wanted brass or chrome frets and surround, I said chrome. Paid, got receipt and left. Shop said delivery would be within 7 working days.

Numerous emails/phone calls later I'm still no nearer to seeing the fires or surrounds. I then receive a phone call on the 1st September saying that I owe an extra £100 as the price quoted was for brass surrounds and not chrome, I explained my receipt said chrome and I wasn't paying a penny more.

A week passed and the 'office manager' phoned and said they could reduce it to £50 but I needed to pay, I said I wasn't going to as it was their mistake not mine, he refered me to the online T&C's which said contract wasn't firm until items are dispatched. I contacted the consumer helpline and they said he was talking rubbish, unless they advised me before purchased T&C's cannot be added retrospectively, I had to send a letter recorded delivery with all this to the company and give them 7 days to respond.

They've called me today and said as they are loosing money they've cancelled the order! I've called consumer helpline but they can't help me any further, they've given me the details of my local trading standards - which I phoned but they have a 21 day turnaround!

Any ideas/suggestions? The company is www.storesdirect.co.uk

to be honest I'm so fed uyp with this - I've had two massive holes in my walls since mid August and I just want my fires, and what I ordered and paid for! if stores direct were the last fire company on the earth I think I'd buy an extra blanket!

Thanks!

smcaul

I am somewhat confused, in your opening paragraph you say the purchase took place in store, if this is the case then they have to honor the original contract, send them a letter before action stating they have have 14 days to fulfil the contract, if they fail then you will hold them in breach of contract. Then purchase the items elsewhere and sue the original company for the difference.

But you also mention about it being an online purchase later on in the opening post. If this is the case then many online retailers do have the clause that contract is not actually made until items are dispatched.

Can you clarify where the transaction took place as this does make a big difference.

joess

Hiya

I bought the items at their store in Elland but they keep on refering me to their T&C's which are online - they said in their eyes it is an online transaction as I had to give my email address to set up an account with them but monies were handed over in store. I believe it was a store purchase, they say otherwise!

I'm confused!

pinkshoes

Personally I'd want a full refund, and buy from elsewhere, as they sound like a very unprofessional company, and I'd worry they'd end up sending something inferior or causing trouble!

smcaul

Nope, not an online transaction, no matter what they say, the order was placed in store, the money was handed over in store, therefore they have to honour the original contract. So go with what I posted above, letter before action and if needs be sue them for the difference, they have no get out on that.

joess

Hiya

Update:

I sent them a letter stating they were in breach of contract recorded deliver their response was to cancel the order!
After a very heated conversation then then decided they'd honor the fire surrounds (but not the £20 discount) and cancel the fire orders.

I have had to buy the fires elsewhere at an additional cost of £69.98.

I am in the process of writing a complaint letter about the general handling of the order but I was wondering whether I can request the £69.98 in compensation?

Also if they don't give me the £69.98 how do I go about suing them?

Thanks!