Avoid buying from Direct Wood Flooring

hoopssussex

We paid for around £2000 of products through Direct Wood Flooring (AKA Connection Flooring), all delivered on time and seemingly OK. However, on opening the packs of floor boards our fitter discovered that the 1st 4 of every pack were stuck together and forcing the planks apart removed the finish.
Called the company, it cost us £16 in phone calls, sent videos to prove the problem and photos, they aplogised, made all the right noises, but said they could not replace whilst our fitter was on site. We were unsure how to proceed as our fitter was only available for the 3 days we had booked. Direct Wood Flooring (DWF) suggested we fit the planks, let them know the total that were defective and they would refund. We naively believed this promise and fitted most of the planks.
Their promise was a lie. After 6 months of communications (often ignored by DWF), 2 independent witness reports confirming the fault, lots of evidence, and even an admission of the faulty goods by DWF we still have had no refund for the ones we have fitted, nor for the ones not fitted that we can still return. The Consumer Ombudsman cannot help because Direct Wood Flooring will not cooperate with them.
We are now commencing Small Claims Court procedings. Save yourself a lot of stress and shop elsewhere.

wealdroam

hoopssussex wrote: »

We paid for around £2000 of products through Direct Wood Flooring (AKA Connection Flooring), all delivered on time and seemingly OK. However, on opening the packs of floor boards our fitter discovered that the 1st 4 of every pack were stuck together and forcing the planks apart removed the finish.
Called the company, it cost us £16 in phone calls, sent videos to prove the problem and photos, they aplogised, made all the right noises, but said they could not replace whilst our fitter was on site. We were unsure how to proceed as our fitter was only available for the 3 days we had booked. Direct Wood Flooring (DWF) suggested we fit the planks, let them know the total that were defective and they would refund. We naively believed this promise and fitted most of the planks.
Their promise was a lie. After 6 months of communications (often ignored by DWF), 2 independent witness reports confirming the fault, lots of evidence, and even an admission of the faulty goods by DWF we still have had no refund for the ones we have fitted, nor for the ones not fitted that we can still return. The Consumer Ombudsman cannot help because Direct Wood Flooring will not cooperate with them.
We are now commencing Small Claims Court procedings. Save yourself a lot of stress and shop elsewhere.

So what happened to your complaint to your credit card company?

You appear not to have involved the Financial Ombudsman Service. Why is that?

I am of course assuming that this is a continuation from your earlier thread:

Ripped off and needing advice

naedanger

hoopssussex wrote: »

We paid for around £2000 of products through Direct Wood Flooring (AKA Connection Flooring), all delivered on time and seemingly OK. However, on opening the packs of floor boards our fitter discovered that the 1st 4 of every pack were stuck together and forcing the planks apart removed the finish.
Called the company, it cost us £16 in phone calls, sent videos to prove the problem and photos, they aplogised, made all the right noises, but said they could not replace whilst our fitter was on site. We were unsure how to proceed as our fitter was only available for the 3 days we had booked. Direct Wood Flooring (DWF) suggested we fit the planks, let them know the total that were defective and they would refund. We naively believed this promise and fitted most of the planks.
Their promise was a lie. After 6 months of communications (often ignored by DWF), 2 independent witness reports confirming the fault, lots of evidence, and even an admission of the faulty goods by DWF we still have had no refund for the ones we have fitted, nor for the ones not fitted that we can still return. The Consumer Ombudsman cannot help because Direct Wood Flooring will not cooperate with them.
We are now commencing Small Claims Court procedings. Save yourself a lot of stress and shop elsewhere.

Perhaps the previous advice was too brief as I don't think you have involved the Financial Ombudsman Service, which is completely separate and more powerful than the Consumer Ombudsman.

However you can only involve the Financial Ombudsman (FOS) in certain circumstances, which includes not having even started any legal action.

If you have not started legal action then what you need to know is that your credit card company are legally as responsible as the retailer for the problems with the goods you bought on your credit card (as the goods were over £100). So start making your complaint to your credit card company. If they won't help or turn down your complaint then complain to them about their (i.e. the credit card company's) response. Ask for a copy of their complaints procedure and follow that. The last step in that process will be that you can take your complaint to FOS (even if your credit card company say you have no valid case).

More info:
http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

wealdroam

It could be that the OP's S75 request was denied because the flooring was priced at less than £100.00 per pack.

My understanding is that it is not the order value that has to be over £100.00, but each item being claimed for has to be over £100.00.

naedanger

wealdroam wrote: »

It could be that the OP's S75 request was denied because the flooring was priced at less than £100.00 per pack.

My understanding is that it is not the order value that has to be over £100.00, but each item being claimed for has to be over £100.00.

Possibly. If the op's section 75 request was denied on that basis then I suggest the op still takes the matter to FOS on the basis that they have little to lose (and FOS are supposed to take a TCF rather than strict legal approach).

While the mse note (link given in my previous post) seems to be of the view that each individual item needs to be over £100 they do also say:

It's still unclear whether the bill or the item needs to be over £100

This information is based on conversations with eminent legal brains and Trading Standards. Yet this part of the law hasn't been tested in court so far.

Therefore, if in doubt, it's always worth contacting your credit provider to make a claim. If you consider it to be a ‘single item', make sure that's how you phrase it. Please report your experiences in the single item claims thread to help others.