Problems with Homebase and Faulty Goods

MUMZ2BEE

We bought our kitchen and appliances from Hombase back in January 2014.

We bought an oven package which included oven, hob and extractor.

At the time of purchase, they tried to fob us off with extended warranty, we said no because under the Sale of Goods Act you are covered up to 6 years if items develop electrical faults.

14 months after purchase, the oven started to cut out when heating up and was making a loud rattling noise.

We sent in am email to Homebase; they said for us to get a tester out and they would honor the call out charge and replace the oven if it was faulty.

We called a firm out, and when they tested said the cooling fan was faulty and looked like it had been faulty from original purchase.

We sent this in to Homebase who sent us payment for call out charge and replacement oven.

Everything was fine with the new oven, however within a week of using it, the glass door in the oven smashed and went all over the kitchen floor and also ruined our dinner.

We took photographs immediately and sent it in to Homebase.

We could not believe it 2 faulty ovens from the same shop!!

Anyway, we got a call on Friday, to say the department dealing with the issue will be in touch to discuss the matter, yesterday, out of the blue, Argos phoned to say they had an order for a replacement oven.

I refused the oven because Homebase was supposed to have contacted me beforehand to discuss the matter which they failed to do so.

I stated I wanted a full refund of the £499 we originaly paid for the oven package so that we wanted to buy an oven elswhere as we did not felt confident in another one being provided.

I was suppossed to have had a phone call from the manager of Homebase this morning, nothing!!

So, what can I do, not been down this road before, and certainly never had 2 faulty appliances being given!!

Stevie_Palimo

Could be due to really bad luck and I'd look online for issues about the make and model, If you find nothing accept the replacement and then advise them if it goes wrong again you want a refund, They are offering to put it right so I believe you may have to suck it up atm.

unholyangel

After 6 months from purchase, its for the customer to prove the fault is inherent (seems like you already did that for the first fault but hasn't yet been done for the 2nd).

If inherent, you can request one remedy over another (repair, replacement, refund - which can be partial to take into account usage you have had) but the retailer can refuse if your choice is disproportionately costly in comparison to another remedy.

Any repair they carry out should be at their cost, within a reasonable time and without causing a significant inconvenience.


I'd wait and see what they say first.

MUMZ2BEE

You cant use the oven because there is no glass in the door and it went all inside the oven as well.

I did ask for a full refund of the money so I could purchase a oven elswhere, we just dont feel confident in buying anything from them again!!

societys_child

At the time of purchase, they tried to fob us off with extended warranty, we said no because under the Sale of Goods Act you are covered up to 6 years if items develop electrical faults.

It's not a 6 year warranty!

System

I stated I wanted a full refund of the £499 we originaly paid for the oven package

If you want a full refund then I assume that you were also willing to uninstall the hob and extractor as well and return them to Homebase?

Or did you just want all the money back for one part of the package being faulty but keep the other bits?

MUMZ2BEE

The kitchen is basically finished, we dont know how much to oven was on its own thats the problem.

neilmcl

You've had 14 months usage out of the oven, you're simply not entitled to a full refund. Take the new oven.

emmatthews

Why not request a different make or model?

MUMZ2BEE

emmatthews wrote: »

Why not request a different make or model?

They never phoned me before ordering the replacement, and as for the other comment, I didn't not get a full 14 months use, it was not used every flipping day!!

MUMZ2BEE

neilmcl wrote: »

You've had 14 months usage out of the oven, you're simply not entitled to a full refund. Take the new oven.

The oven was not used every day, you fail to take into account summer periods when we had bbq's.