Kitchen company not accepting card payment

victoriavictorious

Doozergirl wrote: »

Then I'd go and find them when they arrive for work. Sit on the doorstep, whatever

I'm not sure if that would achieve anything apart from being fobbed off with more promises. I was wondering if it might now be time for a letter of some kind, so at least there'd be a paper trail if it had to be taken further. But at the moment I don't know if they are in breach of anything yet.

Doozergirl

You can write a letter, but at the moment all they said was that they'd fit it at the end of the month and you haven't heard anything yet.

I'd want to speak to the actual person that is dealing with my order. You don't need to fobbed off, you can sit there until you get what you need from them - a printed copy of your order.

pollypenny

The handrawn plans woukd ring alarm bells for me in this day.

Computer design has been around for years.

macman

Send an LBA: if fitting does not commence by the end of the month then you require the full return of your deposit.

Ganga

I do not know what this is costing you but i suspect it is a lot of money,as Doozergirl said i would be there as they open and refuse to leave till you had concrete evidence that your kitchen was going to be delivered/fitted as promised,might be worth looking on Facebook or similar media to see if anybody else is having problems,the company might be having financial problems.
Best of luck sorting this out.

victoriavictorious

Ganga wrote: »

I do not know what this is costing you but i suspect it is a lot of money,as Doozergirl said i would be there as they open and refuse to leave till you had concrete evidence that your kitchen was going to be delivered/fitted as promised,might be worth looking on Facebook or similar media to see if anybody else is having problems,the company might be having financial problems.
Best of luck sorting this out.

Thank you. Yes it is a lot of money.
Nope, no complaints to be found anywhere at all online, their FB page just shows their own posts but has no comments (may be turned off), they're not on Twitter at all and no cc judgements have ever been filed against them either (I checked.)
Maybe it's just me being over-cautious because OH still has complete faith in them and still wants to go ahead - cue big row - whereas I'm getting loud alarm bells, regret the whole thing and just want our money back before it's too late.
As if all that wasn't enough, I also just found out that when any kind of agreement is made on a company's business premises, you immediately forgo all your rights to any paperwork whatsoever, which I find beyond belief!
I can only hope OH is right and I am wrong, because if not, there will be a long, tortuous road ahead trying to get a refund.
In the meantime, as the verbal stuff hasn't got us anywhere, everything will be in writing from now on, so at least there'll be proof of what's been said.

macman

The only thing you forgo by contracting in-store is the cooling-off period of 14 days. granted to you under CCR. Since you say that you paid the deposit 'several weeks' back, that period would have elapsed anyway, so your position is no different.
Given their apparent disinterest in your business, I wouldn't want them fitting a kitchen anyway, even if they are still solvent, which may be the issue.
Send an LBA as suggested, you've nothing to lose.
Scout around and see if they are installing anywhere else locally?

victoriavictorious

macman wrote: »

The only thing you forgo by contracting in-store is the cooling-off period of 14 days. granted to you under CCR. Since you say that you paid the deposit 'several weeks' back, that period would have elapsed anyway, so your position is no different.
Given their apparent disinterest in your business, I wouldn't want them fitting a kitchen anyway, even if they are still solvent, which may be the issue.
Send an LBA as suggested, you've nothing to lose.
Scout around and see if they are installing anywhere else locally?

Thank you macman, I am doing as you suggest and giving them a deadline, after which we will pursue a refund. Re the bit in bold, I already knew that we forgo certain cancellation rights when an agreement is made on their premises (and as you say, this would now be out of time anyway) but I hadn't been aware that this also meant we were not entitled to anything in writing either! But I got that from an official source, even though it doesn't sound right to me.
No, I personally want no dealings with them now, but unfortunately OH *does*, and I can't face any more arguments over this.
I'm just hoping a letter will focus their minds (hopefully refunding the deposit just to get rid of us!) and the fact that we are giving them every opportunity to fulfill their side of the deal may also be looked upon more favourably if we do have to take further action.

Doozergirl

I think a letter is okay, but I'd word it carefully and I certainly wouldn't make it an LBA. At the moment all you're missing is paperwork, not a kitchen.

I think the 'tea and cake' approach is still right, but speaking to the right person! Bear in mind that your husband is still happy, I don't think burning bridges before any tradesperson was planned to step foot over the threshold is a brilliant idea.

Silvertabby

After our first bathroom company that went bust (long story - still can't believe how lucky we were!) we resolved to pay any future deposits by credit card. The second bathroom company initially refused payment by credit card because of the 2.5% they would have to pay - but relented when we said that we would pay the costs.

That was £60 - but well worth it for peace of mind.