reasonable recompense for faulty paint?

itsanne

We needed a second tin of Dulux Once Satinwood from B&Q when painting prior to new carpets being fitted. The wrong paint was in the tin - gloss - which wasn't apparent until the paint dried. That meant that half the woodwork was satin finish and half gloss. We took both tins back to B&Q as there was a little left in the original one. Eventually B&Q accepted that the paint in the second tin was gloss and checked the rest of the tins on the shelf. They all also contained gloss paint and had to be withdrawn.

The result of this is that we ended up having to drive some distance trying to source the paint as local stockists' supplies had the same batch number. We eventually had to settle for the quick dry version of the same colour, but the woodwork has had to be repainted twice so that it all looks the same. :mad: In addition, the carpet fitters will have had to come out twice.

B&Q's response has simply been to refund the price of the tin and tell us to take the matter up with Dulux. I hate compensation culture but am more than a little annoyed by this response. Any suggestions as to what to "request" as reasonable recompense?

mountainofdebt

well a starting point would be what financial loss have you incurred?

itsanne

The financial outlay only amounts to the petrol. The carpet company aren't charging extra for coming out twice. The delay in the second carpet being fitted is an inconvenience, not a major problem. I am frustrated at having to repaint twice, but to be honest, it's the lack of any apology that is really annoying me - the response was simply blaming Dulux. I'd probably have been perfectly happy with a free replacement tin of paint and a "sorry".

texranger

itsanne wrote: »

The financial outlay only amounts to the petrol. The carpet company aren't charging extra for coming out twice. The delay in the second carpet being fitted is an inconvenience, not a major problem. I am frustrated at having to repaint twice, but to be honest, it's the lack of any apology that is really annoying me - the response was simply blaming Dulux. I'd probably have been perfectly happy with a free replacement tin of paint and a "sorry".

well guess what it would have been Dulux who packed the paint tins, B & Q refunded you.

itsanne wrote: »

I'd probably have been perfectly happy with a free replacement tin of paint

so you would have been in the same situation with a replacement tin as you stated

itsanne wrote: »

B&Q checked the rest of the tins on the shelf. They all also contained gloss paint and had to be withdrawn.

itsanne

I hadn't forgotten the gloss in the tin - it could have been the same as we ended up with or a voucher to buy it in another branch. My understanding is that it is the seller, not the manufacturer, who is responsible for faulty goods. My main irritation remains the lack of apology, especially as I had other things to do when repainting!

arcon5

itsanne wrote: »

I hadn't forgotten the gloss in the tin - it could have been the same as we ended up with or a voucher to buy it in another branch. My understanding is that it is the seller, not the manufacturer, who is responsible for faulty goods. My main irritation remains the lack of apology, especially as I had other things to do when repainting!

Thats true, they therefore must offer a refund, replacement or repair -- so they've fulfilled their SoGA obligations.

If your issues are the service, then vote with your feet. But as far as compensation is concerned, by all means send a letter and request some form of goodwill gesture, but don't expect much.

scheming_gypsy

Sounds like it would have been easier to just take another tin of gloss and go over the satin.

texranger

arcon5 wrote: »

Thats true, they therefore must offer a refund, replacement or repair -- so they've fulfilled their SoGA obligations.

If your issues are the service, then vote with your feet. But as far as compensation is concerned, by all means send a letter and request some form of goodwill gesture, but don't expect much.

they refunded according to the OP so they fulfilled their SoGA obligations.

B&Q's response has simply been to refund the price of the tin and tell us to take the matter up with Dulux

their reference to Dulux is if your informed Dulux then Dulux may have also sent you a tin of the correct batched paint.

Crown used to do this if the paint was in the wrong tins. you got a refund from the retailer and then if you informed Crown they would send you a tin of the correct batched paint.