Faulty doors bought online (Paypal and Amex)

panchito

My partner and I bought 6 internal wood doors for our new house, a total cost of over £600. The doors were not bespoke size and are industry standard door sizes.

We bought them online using PayPal linked to my partners American Express card.

When the doors arrived the house was still being refurbished so the doors were stored flat and allowed to acclimatise.

The doors were subsequently fitted and the builders flagged that the doors were all too small for the casings - the door casing i.e. the gap for the doors were the correct size, however, all the doors were too small varying from 10mm to 20+mm, a couple of the doors are that small the lock wont even close. Also, the veneer on the doors was flaking on several of the doors.

I contacted the shop that sold them and they said they would look into it, they subsequently asked for pictures which I sent.

I kept chasing them up and eventually they said they spoke to the manufacturer who basically said they had never seen this and they checked the doors in the warehouse and all was fine.

The seller basically said he couldnt do anything and refused to refund us as the manufacturer said all was fine.

By trying to sort this out with them we missed the dispute date with PayPal and so they wont intervene.

Does anyone have any advice as our only option now seems to be going via Amex Ex.

We have been left with doors that are not fit for purpose and everyone has washed their hands of the whole thing.

Am I correct that credit card companies have insurance for this sort of thing?

ILW

If you have fitted them there may be a problem. Did the fitter not check the sizing first?

Hintza

I suspect you might struggle with your CC with PayPal as an intermediary but worth a try. I would be thinking small claims court and would be sending the retailer a letter before action, now. That might spur them in to action.

panchito

ILW - there were multiple builders on the job at the same time. When they noticed they called me round.

Hintza - I tried multiple phone calls and got nowhere, in fact there tone began to change quite a bit when I mentioned disputing the transaction with paypal.

unholyangel

panchito wrote: »

ILW - there were multiple builders on the job at the same time. When they noticed they called me round.

Hintza - I tried multiple phone calls and got nowhere, in fact there tone began to change quite a bit when I mentioned disputing the transaction with paypal.

Do you mean your banks tone changed or retailers? If it was the banks....probably because CCA doesnt apply where there isnt a direct relationship. You effectively paid paypal, not the retailer and even if you managed a chargeback, a lot of people find a debt collectors letter in their name some time later.

wealdroam

OP, is the American Express card that was used, a credit card or charge card?

If it's a charge card, then Section 75 of the Consumer Credit Act 1974 won't help.

Anyway, as you have fitted the doors, that will in my opinion be a good indication that you have accepted the doors supplied... whatever the size.

bris

Any decent joiner would have made the frames fit the doors, any decent joiner knows how to adjust the frames before they fit the doors, blame the builders for being incompetent.

Computersaysno

Paypal...bunch of t**ts.

Will refuse refund etc.

Slap a Notice Before Action on them [a final warning letter demanding a refund]

Then slap a claim in against seller and Paypal....small claims online, piece of cake to file and progress.