Whoops, I've ordered the wrong oven...

Philmustsave

Hi guys,

Just over a month ago I ordered a Hotpoint oven from Currys online in preparation for our new kitchen being fitted this week.

When the kitchen fitters came to install the oven yesterday they noticed that it wouldn't fit because I've ordered a 'built-in' oven rather than a 'built-under' version...

I've called Currys and held my hands up to the fact that I'd researched this myself online and I didn't realise there was a difference between built in and built under (turns out the former is designed to go in a high-level unit rather than under the worktop).

To be fair the guy I spoke to was very understanding and it seems like he tried to get Hotpoint to allow us to swap it for the correct one, but they said that because we'd had it for more than 28 days we couldn't return or replace it.

We've only had it for 33 days and it feels like we're being punished for trying to be prepared by ordering our appliances in plenty of time.

Obviously I should have taken some expert advice on this, lesson learnt, but does anyone have any advice on how we could get Hotpoint to swap the oven (it's still packaged etc).

Any advice appreciated.

Many thanks.

derrick

Philmustsave wrote: »

Hi guys,

Just over a month ago I ordered a Hotpoint oven from Currys online in preparation for our new kitchen being fitted this week.

When the kitchen fitters came to install the oven yesterday they noticed that it wouldn't fit because I've ordered a 'built-in' oven rather than a 'built-under' version...

I've called Currys and held my hands up to the fact that I'd researched this myself online and I didn't realise there was a difference between built in and built under (turns out the former is designed to go in a high-level unit rather than under the worktop).

To be fair the guy I spoke to was very understanding and it seems like he tried to get Hotpoint to allow us to swap it for the correct one, but they said that because we'd had it for more than 28 days we couldn't return or replace it.

We've only had it for 33 days and it feels like we're being punished for trying to be prepared by ordering our appliances in plenty of time.

Obviously I should have taken some expert advice on this, lesson learnt, but does anyone have any advice on how we could get Hotpoint to swap the oven (it's still packaged etc).

Any advice appreciated.

Many thanks.

It has nothing to do with Hotpoint, you purchased from Currys, if Currys will not exchange then there is not much you can do about it, not surprised re Currys, it is still in packaging and they could have used goodwill, but they are not renowned for that, but they did not make the mistake.

.

McKneff

Try Currys again, speak to the manager.

Its up to Currys really, you could maybe say that you dont mind paying a restocking charge.

Other than that, its an ebay listing (wait for a free listing period)

Philmustsave

Curry's are passing the buck to Hotpoint because the oven was delivered direct from the manufacturer (so I guess they don't keep any in stock) and that's why they can't authorise it to be returned without Hotpoint agreeing!

societys_child

So Curry's are off the hook so to speak but Hotpoint could have been more helpful as it's still packaged.
Have you tried speaking to Hotpoint cs direct?

Philmustsave

Tried to speak to somebody in cs at Hotpoint but they said they don't have anyone there who deals with this sort of thing, they only deal directly with services and parts etc, not returns.

She pointed me straight back to Curry's because we'd brought it from them and I understand her point of view because our contract is with Curry's.

LEJC

Surely its just a case of ordering the one you want ant returning the one you have...albeit outside of timescales...I cant understand why a phonecall to hotpoint explaining you want a different model from them rather than going and buying another brand,customer/brand loyalty etc etc wouldnt do the trick,especially if you were to praise their customer service... seems a little crazy to me!!

perhaps if the power of a phonecall wont work....a letter...

Philmustsave

I think a letter is a good idea, but I'm going to have to order another oven today for delivery tomorrow because the fitters will be finishing tomorrow.

I guess eBay is my only option, just a shame Curry's & Hotpoint couldn't find a bit of goodwill :-(

keystone

Philmustsave wrote: »

Curry's are passing the buck to Hotpoint because the oven was delivered direct from the manufacturer (so I guess they don't keep any in stock) and that's why they can't authorise it to be returned without Hotpoint agreeing!

societys_child wrote: »

So Curry's are off the hook so to speak but Hotpoint could have been more helpful as it's still packaged.
Have you tried speaking to Hotpoint cs direct?

Your contract is with Curry's NOT with Hotpoint. It doesn't matter where it was delivered from. It could have come direct from Ali Baba's warehouse in Timbuctu but that doesn't change the fact that your contract is with Curry's. Its their problem to deal with under SOGA NOT Hotpoint's and they are not off the hook at all.

Was it a "special order" though?

That being said best reposting in the Consumer Rights board.

Cheers

societys_child

Your contract is with Curry's NOT with Hotpoint

I know, I know, but Curry's don't have to take it back because the only thing wrong is that the op ordered the wrong one and had the oven over a month before anyone realised. What's to deal with under SOGA?

If you've got a plan, let the op know:)

macman

Curry's are under no obligation to refund it because you ordered the wrong item. If Hotpoint have refused to accept a return from them, then they would in turn refuse to offer you a return.
Goodwill does not include them losing the entire wholesale cost. The item is now secondhand, whether opened or not, and cannot be sold by them as new.