Fence post cracked on arrival - refusing to replace it?!

dreamdreamer

Can anyone help us with this one? I've never had to complain about a product before so I'm not sure exactly what to do.

We purchase 3 concrete fence posts and 2 fence panels from a local company. We had a whole load of problems getting them delivered (they finally arrived 5 days late and after 3 days leave were wasted!) and eventually when they did deliver them we weren't in. They called us and we told them, at this point desperate to get the things, just to put them on the front lawn.

We arrived back from work an hour later and immediately noticed a massive crack right through the middle of one of the fence posts. It was past working hours so DH phoned them first thing the next morning to tell them this and that we needed a replacement sent out. The woman who answers the phone told him she wasn't replacing them, that we had cracked it and then hung up on him. The second time he called, later that day, she hung on him as soon as she recognised his voice.

Today he tried again (a week on, having been away) and managed to stop her hanging up, and quoted the Sale of Goods Act that she was obliged to replace or repair any product that had a fault on arrival or developed a fault within 6 months of purchase. She point blank refused, said she'd "had this cr*p before" and whilst she would sell us another one (like they're getting more of our money!) we were not getting a refund or replacement. We told her we'd seek legal advice and they'd be getting a letter and she said "Yeah, whatever" and hung up.

It's only a £30 post, but it's the principle of the thing and their general AWFUL attitude and customer service. What should our next steps be? I was thinking of writing them a formal letter warning them unless they refunded us or replaced the post we'd be taking it to the small claims court. Trouble is small claims costs a fair bit and for the £30 I'm not sure it's worth it... however there must be a route for smaller amounts surely? Do we just have to take this?!

Any advice greatfully received!

Dreamer x

new_owner

Write to the company, Recorded. Inform that the matter needs to be resolved within 14 days etc (inc photos). Then take them to the small claims court if not sorted.

https://www.gov.uk/make-court-claim-for-money/overview

Keep it polite at all times,

Keep the cost inc postage and removal of damaged post etc and include these in the letter.

Leif

I would ring the citizens advice people:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

In your shores I would not let such a company get away with such behaviour. It sounds like they habitually treat people poorly, and I have experience with one company who routinely screw customers, because they know they can get away with it.

dreamdreamer

Citizens advice, didn't think of that. Thank you! And very good point on sending it recorded. Can always trust you guys to come up with the goods. Thanks very much.

Yorkie1

Trading standards too.

olly300

Trading standards would probably work on them better.