Product not as described - DSR?

tomwakefield

unholyangel wrote: »

I was merely referring to the heavy duty element. OP stated they werent heavy duty.

When does a carpet become "heavy duty", from an objective viewpoint? Could it be that the OP and the store simply disagree about what constitutes "heavy duty" in which case the OP couldn't use that as an excuse to return as misdescribed.

unholyangel wrote: »

Then of course you can look at from the viewpoint that since the edges are glue free.....regardless whether they're in an office or the OP's van.....edges are going to lift.

In an office the carpet is likely to be fitted wall to wall, so will not have any exposed edges. This makes it a lot less likely to lift.

unholyangel

tomwakefield wrote: »

When does a carpet become "heavy duty", from an objective viewpoint? Could it be that the OP and the store simply disagree about what constitutes "heavy duty" in which case the OP couldn't use that as an excuse to return as misdescribed.

In an office the carpet is likely to be fitted wall to wall, so will not have any exposed edges. This makes it a lot less likely to lift.

If you notice, the only question i've answered was someone asking what flyboy meant by not fit for purpose.

I do think its possible to argue it, but then none of us have seen the tiles so we can only take the OP's word for it.

As for your own office Slowhand......what do you think lead me to say if they were in an office they might lift anyway? Because I've worked in an office where that happened. Perhaps your company just had better quality stuff? I try to keep an open mind.


Personally I'd just trim the edges where theres no glue and fit them that way. Less hassle imo.

Slowhand

unholyangel wrote: »

If you notice, the only question i've answered was someone asking what flyboy meant by not fit for purpose.

I do think its possible to argue it, but then none of us have seen the tiles so we can only take the OP's word for it.

As for your own office Slowhand......what do you think lead me to say if they were in an office they might lift anyway? Because I've worked in an office where that happened. Perhaps your company just had better quality stuff? I try to keep an open mind.


Personally I'd just trim the edges where theres no glue and fit them that way. Less hassle imo.

I'll try again. The OP received the tiles and decided the quality was acceptable/not an issue and by attempting to fit the tiles had therefore accepted the quality? Y/N.

I'm not a mind reader and have no idea where you work(ed) or your experience unless you say so. Did you ever complain about your office tiles?

Personally I'd add a bit more glue rather than suggest using sharp objects....H&S...:D

shaun_from_Africa

Before trying to refix the tiles, getting the wooden base correctly prepared would be a good idea.

However clean and dry it appears, it is more than likely that there will still be some moisture or oil in the wood, and this will prevent most adhesives from bonding properly.

The wood needs to be totally sealed with something like Unibond then allowed to totally dry before putting the tiles down.
Using some waterproof double sided adhesive tape on the edges may also help.

longtimelurkersam

Just to update as some questions that were not answered.
- they knew the tiles were going into a van as I told them this over the phone.
- the picture they use shows the tiles being added to a wooden floor, there is no obvious indication it has been treated with unibond or PVA and not in the installation.
- if you trim them you would just move the issue to a smaller tile. The self adhesive squiggle is spaced about an inch apart so no matter what you do you will never have glue at the edges.
- the tiles were NOT of acceptable quality however they "would have done" as I really could have done with getting it carpeted out.
- I only actually used 2 of the 50 tiles I ordered. It was apparent almost immediately that they wouldnt be of use, but I thought testing 2 would be better than just rejecting.

After calling again to speak to the guvnor and being advised not available again I sent an email outlining DSR as I believe to be the case. I got a voicemail from the guvnor who had not been available and a stroppy email telling from some sales lady as follows:

In our listings it states these are not heavy contact tiles, it clearly states the thickness as 3mm and the fact they have a soft adhesive backing not a hard contract tile backing.

It does clearly show in all our listings the charge for delivery of £10.00 for the first 10 tiles and £0.25p per tile after the first 10.

Though as a gesture of good will if you return the tiles to our selves,with the original receipt we will refund the full amount charged.

We will waiver all the delivery costs incurred delivering the tiles to yourself and the re-stocking charges normally occurred.

She clearly is quoting from the website, but isnt smart enough to work out that the unit price on the website etc does not match what I paid as I saw the item on Ebay and called the number about that and was given free postage.

It is a 5.5kg package which is going to cost £15 to send back with Parcelforce.

I left a message for the guvnor to call me back but he never did I guess the email summed up his response.

Flyboy152

longtimelurkersam wrote: »

Just to update as some questions that were not answered.
- they knew the tiles were going into a van as I told them this over the phone.
- the picture they use shows the tiles being added to a wooden floor, there is no obvious indication it has been treated with unibond or PVA and not in the installation.
- if you trim them you would just move the issue to a smaller tile. The self adhesive squiggle is spaced about an inch apart so no matter what you do you will never have glue at the edges.
- the tiles were NOT of acceptable quality however they "would have done" as I really could have done with getting it carpeted out.
- I only actually used 2 of the 50 tiles I ordered. It was apparent almost immediately that they wouldnt be of use, but I thought testing 2 would be better than just rejecting.

After calling again to speak to the guvnor and being advised not available again I sent an email outlining DSR as I believe to be the case. I got a voicemail from the guvnor who had not been available and a stroppy email telling from some sales lady as follows:

In our listings it states these are not heavy contact tiles, it clearly states the thickness as 3mm and the fact they have a soft adhesive backing not a hard contract tile backing.

It does clearly show in all our listings the charge for delivery of £10.00 for the first 10 tiles and £0.25p per tile after the first 10.

Though as a gesture of good will if you return the tiles to our selves,with the original receipt we will refund the full amount charged.

We will waiver all the delivery costs incurred delivering the tiles to yourself and the re-stocking charges normally occurred.

She clearly is quoting from the website, but isnt smart enough to work out that the unit price on the website etc does not match what I paid as I saw the item on Ebay and called the number about that and was given free postage.

It is a 5.5kg package which is going to cost £15 to send back with Parcelforce.

I left a message for the guvnor to call me back but he never did I guess the email summed up his response.

If you insist on returning the tiles under the DSRs, you might want to contact your card issuer and instigate a charge back, explaining that your seller is not following the DSRs. Tell the seller that the items are ready for collection and sit back and wait for a response.

arcon5

Flyboy152 wrote: »

If you insist on returning the tiles under the DSRs, you might want to contact your card issuer and instigate a charge back, explaining that your seller is not following the DSRs. Tell the seller that the items are ready for collection and sit back and wait for a response.

That's assuming the card issuer agree. Especially since op may well have purchased them for business purposes meaning DSRs may not even apply. Even if this is not the case, a) card issuers are reluctant in entering less than straight forward disputes, in fact some members have struggled to even initiate a chargeback whilst still having possession of goods; b) the retailer can defend a chargeback

longtimelurkersam

Err I am not sure which bit of my second post was not clear. It is a personal T4 insured under a camper policy for personal non business use.

I already spoke to Visa Debit last night and they seemed more than happy to open a dispute if I needed this. I guess I was hoping that would not be necessary.

I will tell the seller the items are available for collection at their cost.

Flyboy152

arcon5 wrote: »

That's assuming the card issuer agree. Especially since op may well have purchased them for business purposes meaning DSRs may not even apply. Even if this is not the case, a) card issuers are reluctant in entering less than straight forward disputes, in fact some members have struggled to even initiate a chargeback whilst still having possession of goods; b) the retailer can defend a chargeback

The OP has already said that it wasn't a business transaction.

If the OP was to send the issuer a copy of the seller's returns policy, along with the e-mails showing a disregard for the regulations, that should be sufficient proof for the card issuer.

shaun_from_Africa

longtimelurkersam wrote: »

It is a 5.5kg package which is going to cost £15 to send back with Parcelforce.

There are quite a few courier companies who will deliver for far less than Parcelforce. (Parcelmonkey give a quote of just under £10, and I'm sure that with a bit of shopping about you will get it cheaper).

This may be one of the times it's better to accept a small loss rather than try to push for everything back, which may take a long time to see through to the end and it still won't be guaranteed that a chargeback will be successful.

If the OP was to send the issuer a copy of the seller's returns policy, along with the e-mails showing a disregard for the regulations

Even if the card issuer acts on this, there is nothing to stop the retailer from chasing the OP for damages due to them not returning all of the tiles in a resellable condition. I know that this is unlikely, but no one can guarantee that it won't happen.