Faulty products

Mp256

Hi

Can I have some advice will give a bit of background but won't mention the name of the company.

I ordered a wooden framed tent for my children along with a large floor cushion in April. It said when ordered delivery late July.

Anyway I received the tent on 26 August the day before went on holiday I got it out but didn't have time to assemble it. Upon my return I set it up the instructions were wrong but in worked it out and used tools provided. However you had to screw through a piece of wood into a screw holder to stabilise the tent. The first side I did started to split the wood the other side so could not even have the screw flush. The second side as I insert the screw the pre drilled and filled screw holder starts to unscrew itself so the other side cannot be tightened.

So I contacted them I can only do so via email. To report problem they said they would be in touch after a week I chased they came back with a new set of instructions which is responded to say I had assembled tent in this way however the issues were not of assembly but the screw insert and depth of the wood. They went back away.

Today I have referred to the terms and conditions regarding the product on the website. Which basically says they are not responsible for assembly and the tools provided must be used.

Well the tools provided were used I have gone back to advise and said I want refund or exchange. To be honest I want to send the lot back and forget it it was a birthday present but is now ruined.

Where do I stand if I get no where with this company it's nearly £200 worth of product.

Thanks

daytona0

I don't know what you're saying is faulty, but it seems like you've just put it up incorrectly.

Particularly concerned when you mention a pre-drilled hole ("The second side as I insert the screw the pre drilled and filled screw holder...") but also mention "The second side as I insert the screw the pre drilled and filled screw holder"

- Forgive me for being a bit ignorant possibly, but that does suggest you've drilled through WOOD when there were pre-drilled holes to use?

No idea where you stand! If you followed the erroneous instructions to the letter then you've got a fairly strong case, because that's the companies' fault! If you haven't even followed them instructions (to a high degree), then it is your fault! You've improvised and made a hash of it.

And I think that's your bottom line here.

Mp256

Hi

Sorry it's difficult to explain without been able to show you visually.

Basically I have followed the instructions used the tools provided and the wood has split where the pre drilled holes and inserts are and I have not fully tightened the screws so it's not like I have been heavy handed.

So basically it's the quality of the product.

If they refuse to do anything where do I take it.

Thanks.

[Deleted User]

First you say the instructions were "wrong" and then you say that it's the quality you are complaining about. So which is it?

If you haven't followed the instructions to the letter and the wood has split as a result, then you have no right to a refund or replacement I'm afraid.

If you can show that you did follow the instructions or that following the instructions would have been impossible without compromising the integrity of the structure, you may have a case.

If you've simply decided to assemble it yourself without referring to the instructions I can't see you getting any further with this...

wealdroam

Mp256 wrote: »

If they refuse to do anything where do I take it.

How did you pay?

Mp256

The company have admitted the instructions were wrong have sent new ones which is how I set the product up anyway. What I am saying is the element of the product that has the issue is nothing to do with how it is assembled.

If you can imagine you put the screw through a piece of wood with a pre drilled hole this screw then screws into a round piece of metal that is already in the wood so all you do is get an Allen key and tighten the screw into said hole. However when I do that the metal that the screw goes into starts to wind out of the wood hence splitting the wood.

Mp256

I paid with my debit card

daytona0

Mp256 wrote: »

The company have admitted the instructions were wrong have sent new ones which is how I set the product up anyway. What I am saying is the element of the product that has the issue is nothing to do with how it is assembled.

If you can imagine you put the screw through a piece of wood with a pre drilled hole this screw then screws into a round piece of metal that is already in the wood so all you do is get an Allen key and tighten the screw into said hole. However when I do that the metal that the screw goes into starts to wind out of the wood hence splitting the wood.

Ah ok!

So, did you follow the "incorrect" instructions to the letter or did you deviate in any way?

Because if you followed it to the letter then you have quite a strong case. Go back to them and say that you assembled it according to instructions which were wrong, that you have evidence of this and it is their fault as you were provided with the wrong instructions.

Really not sure beyond that I'm afraid.