Faulty made to measure product and DSR

knack92

I purchased some made to measure doors online. They arrived damaged last Monday. I immediately called up to complain and they verbally agreed to refund, after seeing the doors. The courier returned the next day and collected them.

I have now received an email saying they have inspected the doors and agree with my findings. However they are saying that consumer law means I have to give them a chance to rectify any faults and if they come back damaged a second time, this is when a refund is issued.

I am pretty sure this is not the case, despite them being made to measure. Can someone please confirm?

Thanks

neilmcl

Forget DSRs it's your SOGA rights that are relevant. The SOGA gives you the opportunity to reject a faulty item for a full refund if done so within a reasonable period. Outside of this the seller can seek to repair, replace or refund.

In this instance you are well within your rights to demand a full refund.

shaun_from_Africa

Forget about the DSR's and inform the company that you are rejecting the doors under section 34 of the Sale of goods act.
This gives you the right to examine goods after delivery and those goods are damaged or not as described, you can reject them for a full refund.
http://www.legislation.gov.uk/ukpga/1979/54

ThumbRemote

As neilmcl says, you are within your rights to reject them for a refund.

However, presumably you do still need the doors. So it may be the path of least resistance to just get replacements from them.

shaun_from_Africa

From the opening post it sounds as if the seller is proposing to repair the doors rather than offer replacements.
I don't know about anyone else, but if I paid for new doors, this is what I would expect to be delivered and not one that were damaged and then repaired.

knack92

Thanks all. I do get confused between DSR/SOGA but knew I was on the right lines.

Emailing them now to ask for a refund. Hopefully they won't resist but now they have the goods back and my money I can feel a battle coming on.

George_Michael

Even if you do still need the doors, one thing that you have to ask yourself is what sort of aftersales service will this company give if it's ever needed?

At the moment, they have shown that they either don't understand their obligations regarding consumer laws, or they do understand them but are trying to fob you off by giving you false information as to your legal rights.

shaun_from_Africa

How did you pay for the doors and how much did they cost? (this can make a difference as to what advice is given should they refuse your request for a refund).

knack92

George_Michael wrote: »

Even if you do still need the doors, one thing that you have to ask yourself is what sort of aftersales service will this company give if it's ever needed?

At the moment, they have shown that they either don't understand their obligations regarding consumer laws, or they do understand them but are trying to fob you off by giving you false information as to your legal rights.

Exactly. And the quality of the product (ignoring the fault) wasn't as good as I'd hoped hence the reason I'm asking for a refund rather than replacement.

shaun_from_Africa wrote: »

How did you pay for the doors and how much did they cost? (this can make a difference as to what advice is given should they refuse your request for a refund).

c.£300 and by debit card so no credit card protection.

wealdroam

knack92 wrote: »

c.£300 and by debit card so no credit card protection.

But a Debit Card Chargeback may work, if needed.

knack92

wealdroam wrote: »

But a Debit Card Chargeback may work, if needed.

Good to know.