Manufacturer / awkward reseller - responsibility for refund query

Hattikins

Hi,

I'm a newbie but would appreciate any advice :-)

I ordered a replacement fireplace surround, and contacted the manufacturer, BFM. They explained they didn't sell directly to the public, but gave me the part number I needed and said I needed to contact a local reseller (AF) to purchase it. I contacted AF, and they then needed to contact BFM to get a price. AF called me back and left an answer machine message quoting £75 + £8 carriage.

Six weeks later I called AF to order the part, which I received 20/12/17. They charged me £150 + VAT + £9 carriage, which I KNEW was much more than they'd quoted, but at the time I couldn't find the original quote, so felt I couldn't challenge it.

The fireplace surround didn't fit, and I called AF on the same day to advise. The firm was closing for Christmas the following day so nothing could be sorted 'til January.

I contacted AF AGAIN in January. They said that BFM wouldn't accept the part back unless someone from AF came to the house to CHECK it didn't fit... AF finally came to to the house this week, and DIDN'T check it didn't fit as they'd said they absolutely needed to, but just discussed some sneaky scheme they had in mind (!) to send the item back to BFM so as to 'avoid the 25% restocking fee'.

AAAARRRGGGHHH! AF haven't contacted me since then as promised, despite the home visit 2 days ago. I'm normally pretty good with consumer rights, but... AF ordered the part which I'd specifically asked that they order. That's their argument. However, I ordered it on the basis of their original quote - and it's only this week that I've been able to retrieve the answer machine message.

I have an unsuitable fireplace surround, and I'm out of pocket by £190.80. BFM gave me the wrong part number (so they're at fault), and AF ordered the part I specifically asked for (but mis-quoted for), and AF also lied about saying they'd have to check the part didn't fit themselves before taking it back (they didn't even open the box to look at it when they came to the house). AF are now being obstructive about taking the part back and refunding me... where do I stand?

Thanks in advance - I'm so cross about this but I don't know where to start.

marliepanda

From my reading, AF havent done anything wrong. You asked them for Part 123 and they ordered you part 123.

I'd be taking it up with BFM and insisting they take it back from AF so you can be refunded.

Hattikins

Thanks... and yes, you ARE right - they ordered the part I asked for. But - they also charged me double the amount they quoted, and then weren't truthful about checking the part's unsuitability when they came to do a home visit?

marliepanda

RE the price: You didn't question it. Maybe in the 6 weeks between quote and ordering it it shot up in price, or an offer ended. Who knows. You didn't question it so its hardly dishonest, especially with a 6 week gap.

RE them checking. Who knows why they actually wanted to come out. It doesn't really matter. Maybe BFM DO require them to come out, and AF thinks its daft so come out to tick a box. It doesn't actually matter. They haven't done anything wrong.

At the end of the day you asked them to special order in Part A and they did. Your gripe should not be with AF, it should be with BFM who told you to order part A when you actually needed part B, and now apparently won't allow AF who ordered part A (on BFM and your advice) to return part A and swap for Part B.