We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Fridge Freezer not as described - My first post!
brem
Posts: 4 Newbie
Hello,
I am new to the forum and posting so please be gentle with me!!
I have purchased and had delivered a Fridge Freezer (I was out at the time, husband took delivery). We knew we would need to remove doors to get it in the house so had printed off manufacturers instructions to do this prior to delivery. Delivery was a couple of hours late, delivery drivers dropped it off at front door, husband and a handyman removed doors and brought it inside, reattaching doors.
I get home, take one look at the fridge freezer and realise it looks a bit different..... they have delivered me a slightly different model to the one I purchased!!! There is a '1' at the end of one model and not the other, I wanted the model with the '1' at the end for various reasons....... slightly nicer to look at, different handles, extra shelf in freezer, doesn't have a box inside the fridge which wastes space etc small differences, but differences. I believe the model I wanted is possibly a manufacturers upgrade from the one I have received. What annoyed me even more is I could of purchased the model I received for £80 less from a different company, but I chose to go with this company selling the (imo) better model at £80 more because I felt the differences were worth paying for.
So Monday morning I phone the company up and explain the problem, he agree's over the phone that their website is incorrect and asks for photo's of mine as proof I have the other model. I provide photos via email the same day. I am told he will need to investigate and come back to me, they acknowledge the problem and ask me if I would accept a sum of money as a partial refund to keep the appliance and if so how much. I reply with a figure I would accept, and eventually they come back with an offer of £80, I refuse this offer (the figure has to be much higher otherwise I'd rather have the model I wanted and ordered).
Each time I contact them I am waiting ages for a reply, it's been 2 1/2 weeks so far and my last email refusing the £80 and asking them to arrange to collect the FF and deliver the correct one was sent a week ago and I have heard nothing. I have also said they would need to send drivers to remove and reattach the doors of both FF's to get them in and out of the house.
I am a bit worried about their delays in replying, as I am not sure if timescale is important regarding my rights, I have sent another email today and asked for the managers direct contact details and asked for a response within 24 hours.
I know they have sold me goods not as described but does anyone know what my rights are and what I am actually entitled to?
And where do I go from here?
Thank you so much for reading this far! Any advice greatly appreciated.
Thank you, brem.
I am new to the forum and posting so please be gentle with me!!
I have purchased and had delivered a Fridge Freezer (I was out at the time, husband took delivery). We knew we would need to remove doors to get it in the house so had printed off manufacturers instructions to do this prior to delivery. Delivery was a couple of hours late, delivery drivers dropped it off at front door, husband and a handyman removed doors and brought it inside, reattaching doors.
I get home, take one look at the fridge freezer and realise it looks a bit different..... they have delivered me a slightly different model to the one I purchased!!! There is a '1' at the end of one model and not the other, I wanted the model with the '1' at the end for various reasons....... slightly nicer to look at, different handles, extra shelf in freezer, doesn't have a box inside the fridge which wastes space etc small differences, but differences. I believe the model I wanted is possibly a manufacturers upgrade from the one I have received. What annoyed me even more is I could of purchased the model I received for £80 less from a different company, but I chose to go with this company selling the (imo) better model at £80 more because I felt the differences were worth paying for.
So Monday morning I phone the company up and explain the problem, he agree's over the phone that their website is incorrect and asks for photo's of mine as proof I have the other model. I provide photos via email the same day. I am told he will need to investigate and come back to me, they acknowledge the problem and ask me if I would accept a sum of money as a partial refund to keep the appliance and if so how much. I reply with a figure I would accept, and eventually they come back with an offer of £80, I refuse this offer (the figure has to be much higher otherwise I'd rather have the model I wanted and ordered).
Each time I contact them I am waiting ages for a reply, it's been 2 1/2 weeks so far and my last email refusing the £80 and asking them to arrange to collect the FF and deliver the correct one was sent a week ago and I have heard nothing. I have also said they would need to send drivers to remove and reattach the doors of both FF's to get them in and out of the house.
I am a bit worried about their delays in replying, as I am not sure if timescale is important regarding my rights, I have sent another email today and asked for the managers direct contact details and asked for a response within 24 hours.
I know they have sold me goods not as described but does anyone know what my rights are and what I am actually entitled to?
And where do I go from here?
Thank you so much for reading this far! Any advice greatly appreciated.
Thank you, brem.
0
Comments
-
I'm sure you've read MSE's Consumer Rights guide, but put simply you have the right to a full refund and they must cover all the cost of recovering the f/f.0
-
Time to send a LBA and give them 7 days to collect the fridge freezer before you seek refund in full. How did you pay?0
-
Yes I have read it, I understood I was entitled to a refund, but I was concerned about the removal of it due to the hassle it was to get it in in the first place, so thank you, that is good to know. Funnily enough they have been quick to reply after todays email and have now offered more money, although not as much as I would of liked!0
-
Thank you, as it was an appliance and a lot of money I paid by credit card in case I needed any extra protection!0
-
Ok, clearly I am not used to this forum posting, I thought my replies would appear under your comments! Whoops, sorry! I have a lot of learning to do!!!0
-
-
burlington6 wrote: »LBA is all you ever say!
Well, you clearly know more than the rest of us. :rotfl::rotfl:0 -
burlington6 wrote: »LBA is all you ever say!
Which is an infinitely more constructive contribution to these forums than you make, so why bother pointing it out?0 -
burlington6 wrote: »LBA is all you ever say!
LBA is 100% the correct course of action in OP's case. OP has done everything by the book as far as I can see and has given the retailer ample time to come to a resolution (two and a half weeks).
It would appear that resolution can not be reached between seller and OP so full refund and fridge returned at the retailers expense is what should be happening here.
OP I'd be drafting out an LBA tonight, and putting it in the post to the retailers registered address 1st class SIGNED FOR tomorrow.
Citizens Advice has some really good helpful tips for the LBA here; https://www.citizensadvice.org.uk/consumer/going-to-court/going-to-court/taking-court-action/step-one-write-a-letter-before-action/
and a handy template here: https://www.citizensadvice.org.uk/consumer/going-to-court/going-to-court/taking-court-action/Problems-with-goods---letter-before-court-action/0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.3K Banking & Borrowing
- 253.7K Reduce Debt & Boost Income
- 454.4K Spending & Discounts
- 245.3K Work, Benefits & Business
- 601.1K Mortgages, Homes & Bills
- 177.6K Life & Family
- 259.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards