Faulty/Damaged goods, ignored by seller?

Miss.Twizz

Hi everyone! We bought three boards (MDF windowsill boards) from an online company for our house renovation. I paid by debit card and all were delivered on time.

We opened up the packaging to discover a large chunk chipped out of one of the boards, however the packaging was not damaged. I took a a photograph and emailed the company. The response I got was "it looks like the back". What the...??!! It is an mdf board, there is no front or back! This is entirely beside the point, it is damaged and has a weaker spot in the damaged area even if turned around to not be visible. They also have no idea what we're using these for, what if we need both sides to be visible? I emailed them back to say this. I did not receive any response.

The boards were then measured and it transpired that none of them were the correct sizes.
The 1m piece is is 4mm short, only 996mm. AND 4mm under in width at 196mm wide when it should be 200mm.
Both 2m pieces are also 4mm under in width, both at 196mm when they should be 200mm. Although these two are the correct 2m length.
Precise measurements are very important with any sort of build work and these are useless.

I sent more photographs showing a tape measure highlighting the size discrepancies and asking what the procedure is for replacing or refunding these all round useless, incorrect and damaged boards. I yet again did not receive any response.

I tried to call and got hung up on! I've sent a couple more emails asking for a response. All have been ignored.

This has been going on for nearly two months now. I've had to buy other boards of the correct sizes and undamaged so that work could progress.

I am now out of pocket with the seller simply ignoring me. Any advice about what on earth I can do now? I feel completely stuck :huh:

LilElvis

Miss.Twizz wrote: »

Hi everyone! We bought three boards (MDF windowsill boards) from an online company for our house renovation. I paid by debit card and all were delivered on time.

We opened up the packaging to discover a large chunk chipped out of one of the boards, however the packaging was not damaged. I took a a photograph and emailed the company. The response I got was "it looks like the back". What the...??!! It is an mdf board, there is no front or back! This is entirely beside the point, it is damaged and has a weaker spot in the damaged area even if turned around to not be visible. They also have no idea what we're using these for, what if we need both sides to be visible? I emailed them back to say this. I did not receive any response.

The boards were then measured and it transpired that none of them were the correct sizes.
The 1m piece is is 4mm short, only 996mm. AND 4mm under in width at 196mm wide when it should be 200mm.
Both 2m pieces are also 4mm under in width, both at 196mm when they should be 200mm. Although these two are the correct 2m length.
Precise measurements are very important with any sort of build work and these are useless.

I sent more photographs showing a tape measure highlighting the size discrepancies and asking what the procedure is for replacing or refunding these all round useless, incorrect and damaged boards. I yet again did not receive any response.

I tried to call and got hung up on! I've sent a couple more emails asking for a response. All have been ignored.

This has been going on for nearly two months now. I've had to buy other boards of the correct sizes and undamaged so that work could progress.

I am now out of pocket with the seller simply ignoring me. Any advice about what on earth I can do now? I feel completely stuck :huh:

How did you pay?

RichardD1970

LilElvis wrote: »

How did you pay?

Miss.Twizz wrote: »

Hi everyone! We bought three boards (MDF windowsill boards) from an online company for our house renovation. I paid by debit card

..........

Miss.Twizz

Yes, I paid by debit card.

LilElvis

Miss.Twizz wrote: »

Yes, I paid by debit card.

Then have a read of the article about initiating a chargeback with your bank: http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

LilElvis

RichardD1970 wrote: »

..........

And your help is ...... ?

wealdroam

Miss.Twizz wrote: »

We bought three boards (MDF windowsill boards) from an online company...

Please can you tell us the name of this company.
A link to their website would be good.

Miss.Twizz

It was Skirting Boards Direct https://skirtingboardsdirect.com/

I've since found horrendous feedback on them online, I wish I'd found it first! Lesson learnt! :eek:
https://www.google.co.uk/amp/s/ie.trustpilot.com/amp/review/skirtingboardsdirect.com

RichardD1970

LilElvis wrote: »

And your help is ...... ?

By use of the "quote" system I sought to clarify the payment method used by the OP, which you seemed to have missed.

The dots are just to meet the obligatory character count the forum requires to post a post.

Miss.Twizz

After reading around I'm going to phone the bank and ask to initiate a chargeback claim.

Has anyone else had experience doing this for faulty/damaged goods? Especially if they haven't been able to return them? I have been concerned by some information in the bank's blurb about chargebacks:

"Before we can raise a dispute, you must have tried to resolve the issue with the company. You must have also attempted to return the goods or made them available for collection to the company. When returning goods we suggest you use a method which will track the goods as we will need proof of the return."

I would have of course "made them available for collection to the company" if they had ever responded to me and wanted to arrange this. However, as for returning them myself anyway, this isn't feasible due to their size! The company delivered via some sort of haulage firm they must have a business contract with, I can't afford to arrange that sort of special delivery myself.

It also says:
"If you don’t receive a refund or replacement after 30 days from return date, we will require a few things from you to enable us to investigate:...... "
" Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a method which will track the goods)"

It would cost me so much to arrange special courier because of the size of these that it would render it pointless pursuing a refund for the original amount from the seller :mad:

I am going to try speaking to the bank but having seen this, I have a funny feeling they will use it to wriggle out of helping and this disgusting company will end up getting away with my money.

wealdroam

Miss.Twizz wrote: »

Precise measurements are very important with any sort of build work and these are useless.

Precise measurements in the building industry are a rarity.

That of course is no excuse for them supplying the wrong sizes, but is a window board that is 4mm short really going to be a problem?

Window boards usually extend each side beyond the reveal by something like 25mm or more, so is that 'extra' only being (say) 23mm really a problem?

If there is 'no front or back' why can't the damage be assigned to the back?
Again, of course the goods should arrive undamaged, but is the damage really an issue?