Toolstation misdescription

Bloblik

Hi,
I originally bought 4 castors from Tool Station several years ago to construct a trolley.
A simple product.
I recently needed to replace one of these, I browsed the Toolstation catalogue and found the same item still for sale, the image displayed was the original castor.
However when I collected it - I discovered the castor make had been changed and I considered it a lower quality and that it would fail some time soon.
Due to time constraints the castor had to be fitted and used though.
I contacted Toolstation, and they admitted the castor make had been changed, the original being from Select Hardware, and new from Keystone Castors Company.
They did not offer to refund me until I asked, which I thought was a bit non forthcoming.

I now need to spend time to source the better quality castor - and spend time to remove the 'Keystone' lower quality castor.

Where does a consumer stand where one item has been displayed, and another supplied, involving one in time to resolve a situation that could have been avoided if I had known exactly what product I was in fact buying.
It was purchased using a debit card and collected from a store.
Thanks

twhitehousescat

the consumer stands supporting the end of the trolly with no castor , toolstation can no longer supply the type you want , so buy a replacement from another supplier

is it that hard to ring or send a email to select , and ask if you can buy one from them , failing that ask who is local dealer

you will probably find if you read toolstation and others catalogues

"picture for illustration purposes only"

Norman_Castle

However when I collected it - I discovered the castor make had been changed and I considered it a lower quality and that it would fail some time soon.
Due to time constraints the castor had to be fitted and used though.

You saw the castor was different when collecting but chose to buy it anyway. They are not responsible for your limited timetable.
This should be on the consumer rights board.

bris

Norman_Castle wrote: »

You saw the castor was different when collecting but chose to buy it anyway. They are not responsible for your limited timetable.
This should be on the consumer rights board.

Op has no right to rights. Op took it knowing what he was taking away, the problem is what he makes it, mountain out of a molehill springs to mind.


You can't hum and haw at the counter then complain about time bringing it back etc. The situation would have been resolved by simply saying that's not what I ordered.

tacpot12

Unless Toolstation quoted the manufacturers name and failed to update this in the catalogue leading you to purchase a part that was not made by the quoted manufacturer, you don't any right to complain.

EachPenny

Bloblik wrote: »

Due to time constraints the castor had to be fitted and used though.
I contacted Toolstation, and they admitted the castor make had been changed, the original being from Select Hardware, and new from Keystone Castors Company.
They did not offer to refund me until I asked, which I thought was a bit non forthcoming.

You fitted and used an item which you had already decided was not to your satisfaction.

Asking for a refund in those circumstances is a darn cheek, and you should consider yourself very fortunate Toolstation agreed to give you a full refund.

Had the item failed in use as you expect it to, then your consumer rights (and Toolstation's own Terms of Business) would have given you fair redress.

Bloblik wrote: »

Where does a consumer stand where one item has been displayed, and another supplied, involving one in time to resolve a situation that could have been avoided if I had known exactly what product I was in fact buying.

You did know exactly what you were buying at the point it was handed to you in the store. You had the right at that point to reject and not pay for it, or to ask for a full refund if payment had already been made.

Toolstation go further than your statutory rights offering a full refund on the sale price for unwanted and unused items within 30 days of receipt.

Your time involved in fitting, removing and returning an unwanted used item is not Toolstation's responsibility.

greyteam1959

This 'misdescription' happens quite a lot with Toolstation I am afraid.
I bought another pair of steel toecap boots of the same make etc as I had bought for several years from them.
Described in the catalogue as having a 'padded leather' tongue but they do NOT have a padded leather tongue now......flimsy bit of leather like material that is really uncomfortable.
Returned for a full refund & pointed out that the catalogue description was now incorrect.........not bothered at all !!

Alex1983

I think they should refund you, supply 4 new ones for free and throw in a couple hundred pounds worth of vouchers for the hassle.......

EachPenny

greyteam1959 wrote: »

This 'misdescription' happens quite a lot with Toolstation I am afraid.
I bought another pair of steel toecap boots of the same make etc as I had bought for several years from them.
Described in the catalogue as having a 'padded leather' tongue but they do NOT have a padded leather tongue now......flimsy bit of leather like material that is really uncomfortable.
Returned for a full refund & pointed out that the catalogue description was now incorrect.........not bothered at all !!

That is a descriptive error though. If the item is described as having a 'padded leather' tongue then it should have one.

If the catalogue image highlights the "padded leather tongue" then the buyer has a reasonable expectation that the item will be supplied with a "padded leather tongue", but not necessarily precisely the one illustrated in the image.

If the image is just a picture of a pair of "steel toecap boots" then buyer beware.

greyteam1959

FYI the catalogue image show a padded leather tongue the online image does not.