Trader refuses to refund faulty fireplace - help!

luflo1998

I had herringbone fireplace back panels installed at Christmas at a cost of £960. It was made clear at time of purchase that this was for a coal fire and the trader said he was an expert. After using the fire a dozen times the cement between the bricks has started to crumble like sand and dribble out of the joints, bricks have started falling out and one of the panels has a huge crack and is falling away from the side. I am totally dissatisfied and have explained that I would like a refund as the product is not of a satisfactory quality or fit for purpose but the trader has point blankly said no, in a very aggressive manner. He said he will pick my house keys up from my work and repoint the bricks but I don't agree that this will solve the problem. Do I have to let him repair it. Surely if it is falling apart I have the right for a refund? I am tempted to go to small claims - please advise:)

luflo1998

Is there any way to attach photos to show the damage?

Hintza

Repair, replace or refund. He has chosen repair as the others are too expensive.

You need to give him a chance to repair.

reehsetin

Here's a guide to adding images
https://forums.moneysavingexpert.com/discussion/1690399

I believe that, unlike with products where you might be able to immediately reject (too long in this instance anyway but) you need to give them the opportunity to correct the work. If it then is still problematic you have more leverage to go elsewhere and ask them to cover the costs.
^But I don't have the legislation to hand to back it up at the mo