Um Brands - as seen on dragons den and not fit for purpose

supersaversarah

So I stupidly fell for the marketing and ordered a number of the hooks from Um Brands.

I followed the instructions to the letter yet they not only fell off the wall (causing two large expensive photo frames to be destroyed), but also when they did stick to a wall, on removal it took away he pain and plaster. I now have a huge hole in my hallway wall that will need replastering.

I contacted Um Brands and was quite optimistic after they said they would look into the issue and offer compensation for the repair. However when they realised I had bought from a UK distributor, despite admitting they had not yet completed full on research into the types of wall surfaces used in the UK, they said it needed to be dealt with by the UK distributor. (I kind of understand that).

Pi have now received a response form the UK distributor who has basically said they will not accept any responsibility for any damage caused. Therefore will only issue a refund but not any compensation for the damage their product has caused.

Now as far as I am concerned their product is not fit for purpose, it claims to hold things to the wall but does not in some cases. It also claims to leave no trace on the wall once removed, which is not true as I have a huge hole as a lasting reminder.

The lady at um brands says they clearly state they are not responsible for any damage caused, however firstly I do not think this is clear on their website. Secondly regardless of this disclaimer they still are selling a product that does not do what it claims to and therefore is not fit for purpose.

Does anyone with consumer law knowledge know where I stand on this. I'm happy to take this all the way to a small claims court, and with the media interest in the brand any way (google dragons den um brands) think I could get some publicity.

However please tell me if I'm deluded and need to just draw a line under it.

Oh, I also have photographs and a transcript of all my correspondence that I will try and post later.

Thanks.

Sarah.

sinizterguy

Complaints to ASA - for false advertising.

Not sure how to recover damages.

FiremanDave

Have you spoken to the UK distributor who you bought them off?

supersaversarah

Yes, they have issued a refund but said they are not responsible for the damage the product caused. The product description says it can easily be removed from walls without damaging them, this is clearly not true.

supersaversarah

Quote from website

''All of the UmBrands products stick to any smooth surface – plastic, glass, tiles, wood or metal – and they leave no residue or marks on the surface they have been stuck to…and they can be peeled off and used again and again - reusable after just a simple wash''

I placed mine on a very smooth plastered and painted wall.

FiremanDave

supersaversarah wrote: »

Quote from website

''All of the UmBrands products stick to any smooth surface – plastic, glass, tiles, wood or metal – and they leave no residue or marks on the surface they have been stuck to…and they can be peeled off and used again and again - reusable after just a simple wash''

I placed mine on a very smooth plastered and painted wall.

Does it say plasterboard?

frugal_mike

Their terms and conditions may well be classed as unfair under the Unfair Terms in Consumer Contracts regulations. Whether or not they are possibly liable or not will depend on whether you followed the instructions or not though.

Fixing the hole in the wall will probably be a relatively simple and inexpensive DIY job though, so might not be worth the hassle of a small claim if they have refunded the hooks. However if the frames were expensive that may sway things the other way.

artbaron

How much did the frames cost? Replastering would cost £10 max, for Polyfilla and a sample pot of paint so you can ignore that.

pitanorf

Just my take on this, it sounds like the hooks didn't fail but the paintwork / plaster did?

lincroft1710

FiremanDave wrote: »

Does it say plasterboard?

Or even plastered and painted wall?

shaun_from_Africa

Personally I don't think that they are really suitable for painted plastered walls.

What surfaces do UM! Brands™ Products stick to?
The patent-pending EverSTIK™ material has been tested to work on most smooth, non-porous surfaces, such as: painted, stained or varnished wood, glass, tile, painted cinder block, metal, and wallboard.

Plaster that has been painted with emulsion paint could still be slightly porous if not totally sealed and the products are not recommended for use on oil passed painted surfaces.

I agree with pitanorf in that it sounds like the plaster pulled away from the wall rather than the hook adhesive failing.