Irish Store with UK Online Shop - problem with delivery

susneill

I'm having some bother with an Irish tile shop. I ordered a consignment of tiles from an Irish tile shop that has a co.uk front. I ordered them to be sent to a friend's house in Ireland as my husband was passing with work and could collect them from her saving me a fair amount in shipping. However, when I realised the consignment wouldn't reach my friend in the time my husband was there I changed the delivery address to my home address in the UK and paid the additional shipping. The delivery arrived at my home address but

1. At least 20% of tiles were broken
2. Some of the tiles looked as though they had handprints on them.

I let the tile company know about both of the above. They upheld 1 but refuted 2 stating that in the Ts and Cs shade variation was to be expected. To me this was more than shade variation. There was an imprint on the tile too. This shade variation is only mentioned in the Ts and Cs page in the footer and does not appear on the product page or cement tile section of the site. You do have to tick a box to state that you have read the Ts and Cs before purchase. I stupidly did this never thinking that product information would be contained there. So in a way I let this go.

The tile company said they would send me replacement tiles for those broken. However, they sent them to my friends address in Ireland rather than sending them to my address where the original consignment had been delivered. When I told them about this they told me it was my fault and that I should have told them. This is where my problem lies. They will not collect them from my friend in Ireland and deliver them to me.

I have emailed the manager and phoned everyday since Monday. He has not returned my calls. I explained the situation to a member of staff and received an email saying 'Sorry for the inconvnience'.

What steps can I take using EU Consumer Legistlation. I've been looking at pages on 'Your Europe' for guidance. I'm not allowed to submit links as it's my first time posting. Do I have a case?

If so how can I make them act?

Any advice would be gratefully received.

Thank you.

agrinnall

Either get your friend in Ireland to return the tiles to the company so that they can redeliver them to you, or just get the friend to send them direct to you. I don't see why they should be obliged to collect them from an address that you did give to them, you should have been clear where you wanted the replacements to be sent.

susneill

Thanks. All sorts of solutions are going through my head. However, if I changed the delivery address and they got that right with no problems why didn't they get this right? They didn't ask me where I wanted them delivered to despite there being two addresses in my account. Was I to assume they'd send them to the address they hadn't sent them to before?

marliepanda

susneill wrote: »

Thanks. All sorts of solutions are going through my head. However, if I changed the delivery address and they got that right with no problems why didn't they get this right? They didn't ask me where I wanted them delivered to despite there being two addresses in my account. Was I to assume they'd send them to the address they hadn't sent them to before?

As you had changed the address, it would have been sensible to bring this up, as chances are they will have simply pulled up the original order in order to process the replacements.

susneill

Thank you. To be honest I was expecting a reply from the manager but he went ahead and did it without replying. I didn't get the opportunity to discuss that aspect as I wasn't sure until then he was even going to replace them.