Faulty Shower/Bath Screen

_Debs_

I recently ordered a bath screen from an online bathroom store. It was delivered on Wednesday 7 September. We left it in the box until Saturday 17 September, as this was the first opportunity we had to fit it. We opened the box and checked that it was still intact, eg the glass and metal poles. We then attached some of the fixtures to our wall and finally we had to lift the glass from the box at which point we noticed the bracket at the top of the glass, which is made of plastic was cracked and split and therefore the screen could not be fitted.

We then telephoned at the first opportunity, being Monday 19 September at 9:15am. We advised of the problem and asked for a solution. We were advised that a replacement bracket would be sent out to us. On asking when this would be done we were advised that it may be a few days. We stated we were unhappy with the inconvenience and wished it to be sent out next day delivery. They advised that next day would not be possible but it would be with us by Wednesday 21 September at the latest. At this point the representative was being rude and confrontational. He also advised that had we telephoned earlier then we would have the part earlier but didn’t seem to comprehend that this was the earliest we could have telephoned.

We did not receive the part in the mail on 21 September and therefore telephoned the company that day. We spoke to a different representative, who this time seemed helpful, who advised that the part had not yet been received by them or sent to us but they should get it in that day (Wednesday 21st) and that it would be sent out as soon as possible. We informed the representative that we were unhappy about this, as we were previously advised it would be with us no later than the 21st, but agreed that it would now be with us no later than Friday 23 September. We advised them at this point that if the part was not delivered by Friday 23 September then we would request that the faulty item be uplifted and a refund issued. The representative then ensured us that he would contact us when the item was being despatched and if there were any changes he would advise us of them.

As we had not heard anything by Thursday 22 September at 4:30pm we decided to call to see if the part had been despatched. At this point we were advised that the part had not yet been sent to us and they did not have any of those parts in stock. The representative then told us that they were awaiting a large order of these parts and that many of their customers were waiting on them. We again advised at this point that we were extremely unhappy about this situation and asked that the uplift the bath screen and issue a refund. We were told that our 7 days had elapsed and there was nothing we could do about it, we would simply have to await the parts being delivered to them and then for them to send it to us. We were also advised that if we were so unhappy with the product we could sell it on Ebay or use it for another job. If we wanted a fully functioning bath screen they would take an order from us but they would not issue a refund for the old one. We were told that if we were unhappy we would have to speak to a manager. We therefore asked to speak to a manager and were told that due to a break in at Head Office the phone lines were down (as they had been cut) and no one was available to speak to. We were then hung up on by the representative.

At first we were happy to receive a replacement part but now it has just gotten beyond a joke. They are stringing us along with false promises of delivery and we have no timescale for the part being delivered. We have sent a letter of complaint to their head office but no reply has been received as yet.

I wonder if anyone has any guidance as to what steps to take? Ideally we would wish them to uplift the item and give a refund but they seem adamant that this will not happen.

Thanks

arcon5

You have no rights to a refund. Had the goods been checked sooner that may be different.

They must therefore offer a repair, replacement or refund which they are choosing to replace the part.

All you can really do at the moment is wait for them to deliver the part. Many would consider anything upto 28 days to be acceptable.

_Debs_

Well I apologise if you don’t like the way I have written it but it is simply a statement of facts of what happened. I thought I would post an accurate statement and maybe someone could offer some advice, but obviously I was wrong.

Many thanks DWatts for your advice. Looks like we’ll just wait a bit longer and hope that they send the part.

Wealdroam and visidigi thanks for being absolutely useless and rude. If you didn’t have any advice you could have just not bothered posting.


Wealdroam – We did telephone them at the earliest opportunity seeing as they are closed at weekends and discovered the fault at 6pm on the Saturday and telephoned at 9:15am on the Monday.

wealdroam

_Debs_ wrote: »

Wealdroam and visidigi thanks for being absolutely useless and rude. If you didn’t have any advice you could have just not bothered posting.

I can understand you not liking the truth... but rude?

_Debs_ wrote: »

Wealdroam – We did telephone them at the earliest opportunity seeing as they are closed at weekends and discovered the fault at 6pm on the Saturday and telephoned at 9:15am on the Monday.

You did not phone at the earliest opportunity.

An earlier opportunity existed on one of the many days while the thing sat there uninspected.

I really am surprised that anyone in this day and age does not understand that goods should be inspected as soon as possible after delivery.
For one thing it removes any doubt that the stuff got damaged after delivery.

visidigi

I wasn't rude, nor was I useless and your accusation of such underlines the original point of the anger in your posting.

Its a plastic clip, they can't give you something they don't have, there is an element here of you getting stressed out over something they can't do. If they agree to a refund they have up to 30 days (reasonable time, consensus is 30 days) - so even then, if they wanted to they could get in your way much more than they have if you get the refund you so desire.

Sometimes people need to understand companies traditionally will treat you better if you are calm and polite, fromt he way the op is written you can feel the anger - you also didn't call within a resonable opportunity , you had plenty days before you got round to checking on a day which required you to wait a further 36hrs before you could make a report of damage.

Sorry if you don't like someone saying that, but at no point was I rude or useless.

DWatts

visidigi wrote: »

Sometimes people need to understand companies traditionally will treat you better if you are calm and polite, fromt he way the op is written you can feel the anger - you also didn't call within a resonable opportunity , you had plenty days before you got round to checking on a day which required you to wait a further 36hrs before you could make a report of damage.

Sorry if you don't like someone saying that, but at no point was I rude or useless.

Has the thought crossed your mind that she might have got angry after the incident? Like, you're angry after something bad happens to you?

You weren't helping to answer her question, you were just taking the opportunity to pass judgement on someone on a forum dedicated to helping people. Bravo, sir.

visidigi

DWatts wrote: »

Has the thought crossed your mind that she might have got angry after the incident? Like, you're angry after something bad happens to you?

You weren't helping to answer her question, you were just taking the opportunity to pass judgement on someone on a forum dedicated to helping people. Bravo, sir.

Yes it crossed my mind, and yes I do get angry after things happen that dont go my way BUT getting angry on a forum where your looking for help doesn't help.

And as for the opportunity to pass judgement, this is what a forum is for, you pass judgement or opinion. Bravo to you too for snide remarks yourself. Im entitled to my opinion as are you, afterall the pure fundamental of a forum is lsot without opinion.

People in glass houses shouldn't throw stones and all that. :T

DWatts

I don't see where she was 'angry' at anyone but the company, which seems quite reasonable given the circumstances. Sure, it doesn't further anything, being angry generally never does, but it's hardly a reason to decide not to help her.

And sure, you can pass judgement if you like. I wouldn't want to impede on someone else's free speech - just don't act surprised when you're called useless for not helping someone asking for help on a help forum.

bowdengr37

_Debs_ wrote: »

We then telephoned at the first opportunity, being Monday 19 September at 9:15am. We advised of the problem and asked for a solution. We were advised that a replacement bracket would be sent out to us. On asking when this would be done we were advised that it may be a few days. We stated we were unhappy with the inconvenience and wished it to be sent out next day delivery. They advised that next day would not be possible but it would be with us by Wednesday 21 September at the latest. At this point the representative was being rude and confrontational. He also advised that had we telephoned earlier then we would have the part earlier but didn’t seem to comprehend that this was the earliest we could have telephoned.

It sounds like the OP may have become slightly confrontational when initially told that the part might take a few days to reach them. That probably got the representative's back up at the time.

Once the part didn't arrive on the specified day, the OP had a right to be a little annoyed.

arcon5

I like to think there's a difference between passing judgement and constructive criticism

_Debs_

An update regarding this situation - They e-mailed today to say that they are sending out a brand new screen to us tomorrow and the courier will collect the old one as they are unable to source parts.

It baffles me why they blatently lied on several occasions about sending out a part. Would never use the company again but hopefully this is the end of our dealings with them.:)