Damaged worktop - who covers refitting cost?

must_try_harder_2

We got our new kitchen delivered last week (delivery note specifies it wasn’t checked upon delivery). Our fitters weren’t coming until this week (because the sink and taps we ordered from the same place weren't available until today) and I didn’t want to unpack everything and then store it for a week in my house as it would be likely to get damaged.

When we unpacked it all to be fitted, the worktop is damaged, as well as a few other bits and pieces. The supplier is happy to get us a replacement worktop (will take ~3 weeks), but says they can’t arrange for it to be fitted as it’s a supply only kitchen and we didn’t let them know of the damage immediately. However the fitters are having to fit a damaged worktop so it’s usable for the next 3 weeks, so if they have to come back later to remove that worktop they will be doing that work twice (including joining two worktops pieces and cutting a hole for the hob, plus the removal of the worktop they fitted earlier) so they can’t really be expected to do that for free.

Is it a case of having to pay the fitters to come back and do remedial work, even though it’s not our fault (or theirs) the worktop was delivered damaged?

System

if it's supply only then it's supply only and if the goods weren't checked on delivery I'm not sure you have any comeback at all, I'm surprised they are even sending a replacement!

Your fitter doesn't have to install the damaged one and then come back and replace it, that's your instruction to do that because it suits you, you could just not have it installed and then pay the fitters once when the new one arrives.

Can't really see how you have any leverage to get the costs covered unless they do it as a goodwill gesture (although doesn't sound like they will be forthcoming there)

must_try_harder_2

I thought this would be the case, it's just the delivery note said they weren't checked upon delivery and they never asked us to - it was literally as case of carry it into the house and leave straight away. Then we weren't told we had a certain length of time to check for damage and they knew we couldn't fit it until the next week as they hadn't sent us the sink/taps.


Thanks - I hadn't thought of that to be honest, I guess they don't have to fit the other piece it just means being without a hob for ~3 weeks. I'll ask if the fitters would be willing to come back and do the last bit of work in a few weeks' time. I know it's no extra work but it's another day they have to find to be able to come and sort stuff.

wealdroam

Further to the reply above, if you are going to get the damaged worktop fitted, it would be prudent to check with your supplier that they will accept a return that has a sink cutout and joins particularly since those 'alterations' are being made after you have rejected the goods.

Furts

must_try_harder wrote: »

I thought this would be the case, it's just the delivery note said they weren't checked upon delivery and they never asked us to - it was literally as case of carry it into the house and leave straight away. Then we weren't told we had a certain length of time to check for damage and they knew we couldn't fit it until the next week as they hadn't sent us the sink/taps.


Thanks - I hadn't thought of that to be honest, I guess they don't have to fit the other piece it just means being without a hob for ~3 weeks. I'll ask if the fitters would be willing to come back and do the last bit of work in a few weeks' time. I know it's no extra work but it's another day they have to find to be able to come and sort stuff.

You do not have to be without the hob. An existing piece of worktop could be used in that location and the hob fitted into that as a short term fix.

TheCyclingProgrammer

wealdroam wrote: »

Further to the reply above, if you are going to get the damaged worktop fitted, it would be prudent to check with your supplier that they will accept a return that has a sink cutout and joins particularly since those 'alterations' are being made after you have rejected the goods.

Good point - depending on where the damage is the supplier may still be able to remove the damaged section and sell the worktop at a discounted price to recover some of their costs - not likely if its been altered!

must_try_harder_2

wealdroam wrote: »

Further to the reply above, if you are going to get the damaged worktop fitted, it would be prudent to check with your supplier that they will accept a return that has a sink cutout and joins particularly since those 'alterations' are being made after you have rejected the goods.

The supplier suggested we do this (and the fitters cover all costs) so I assume they are happy for us to do whatever to this current damaged piece. I will definitely check though, thanks.

Furts wrote: »

You do not have to be without the hob. An existing piece of worktop could be used in that location and the hob fitted into that as a short term fix.

I feel like such an idiot as I'd never have thought of this. However it is extra work for the fitters and if I'm asking them to come back and finish stuff off, the easier I can make their job today the better. I can manage without a hob.

TheCyclingProgrammer wrote: »

Good point - depending on where the damage is the supplier may still be able to remove the damaged section and sell the worktop at a discounted price to recover some of their costs - not likely if its been altered!

It's not a huge piece of worktop (2.4m), and the damage is right in the middle (exactly in front of where the hob cutout would be) so it's unlikely they'd be able to reuse it anyway.

searchlight123

which kitchen supplier did you use, because it sounds like you have picked a good one that offers excellent customer service? i hazard a guess its not one of the big nationals, but i may be wrong!!
well worth a recommendation.

must_try_harder_2

Actually they have been amazing all the way through. Apart from a few bits of damage which would probably have been done in transport, and not the fault of the supplier, everything had been brilliant.

somethingcorporate

Name and fame then please! they sound good.

SuzieSue

I have had a similar problem in the past which is why I always use a company which can both supply and fit so that if there is a problem they need to sort it at their expense (unless a family member is doing the fitting in which case I will use supply only).

If you do as you did then you have to pay for any extra fitting costs if things go wrong with the supply.