Sale of Goods and Services - getting a reduction / refund

dtl

We had some furniture fitted installed recently. To cut a long story short, the installer made a complete mess of the installation and, 6 weeks later, someone else finally 'fixed' the problem after taking a full day to strip out half of what was originally done and. I say 'fixed' because the door handles are still not all the same size, just not as bad as before and in in stripping out the original botched work, the paint and plaster on the walls was damaged. The original installer also left sawdust all over the place despite the company's brochure declaring how their installers will clean up after they've finished.

When we booked in the second installation, I told them I didn't want the same installer. Despite this, the same guy turned up. He didn't do as bad a job this time but there are visible gaps at the base of the cupboards and he did manage to get a screw impression into one of the end panels. They did come back to replace the end panel, but said our 'expectations are too high' regarding the gap and even gave us the name of another company if we wanted better. To put the gap in context, its probably about 1mm at its widest, but I have build IKEA furniture with a much smaller gap and I'm no professional - they say their installers are the best in the business!

I had written to then asking for the price to be reduced by way of compensation after the first installation but they say they never received the email. I'm writing to them again updating the letter for the additional faults.

I'd like to know if anyone has had a similar experience and was able to get a refund / discount off the final payment. If so, how much of a reduction / refund did you get? I'm thinking somewhere between 10 and 15% - does that seem reasonable?

InsideInsurance

It is near impossible to say what the discount should be without seeing the level of defects or knowing the original costs.

An easy thing to do would be to get a quote from a local company to close all the snags and rectify the damages caused and then submit this as the amount of discount wanted as long as it is in some way proportional to the total cost paid to date (ie not worth asking for £2k for rectifications if you only paid £500 in the first place)