Help! Bathstore giving me run around over faulty shower

Manadan71

Hello, please could I ask for some help as Bathstore are driving me crazy!
Last November I purchased a rather expensive shower. When it arrived the boxes were damaged, and when I opened them the main part of the shower (where the control taps are of the “Victorian” style shower) I noticed the ceramic on the central tap was shattered. I took photos and contacted the store to say it was clearly a heavy blow as it damage the shower through several thick layers of packaging and I wanted a new shower as I was worried about damage I can’t see. They refused and just sent me the ceramic replacement. Anyway the shower was fitted and when plumber turned water back on, water gushed out of the central shower tap....the cartridge turned out to be also shattered! Again Bathstore refused to send a new shower, they just sent a new cartridge (I ended up having to pay extra for a plumber to come back).
Now the saga has not ended, the water can shower head has now developed a fault. Water now streams out of the centre hole and is more like a hose pipe than a shower! I contacted the shop (a different one as our local one closed down!) and explained the shower was barely 3 months old. They said that it was my fault as limescale had built up and had blown the centre hole?! It would cost me £150 for new part. I complained to customer services and asked them exactly how was it my fault......firstly I can see no limescale and secondly how am I to prevent limescale as there are no specific cleaning instructions other than to use no products, just clean with a soft cloth. He agreed there were no instructions on how to clean other than what I was doing, and he said it was a bit strange that 3months use would result in that much limescale (again I totally dispute the limescale theory.....no sign of limescale at all...all jets seem clear!) but because it was past 30 days I will need to pay £150 for the new part. I have explained under the Consumer Act I am entitled to a new part free as it is within the 6 months (plus faults were detected within a few days) but they still won’t budge! Help as I am getting nowhere despite me emailing the Consumer Rights Act to them, they can’t even tell me why they are disregarding the Act.
I would love any thoughts or ideas to help me .

dj1471

You should have insisted on rejecting the shower when it was originally delivered.

You are correct that any faults within 6 months are deemed to be inherent. If you paid by credit card then you could raise a Section 75 claim through your card issuer for the cost of the part plus consequential losses. Otherwise send the retailer a letter before action and follow-up with small claims court.

Manadan71

Thank you for your reply. Yes kicking myself for not rejecting early.....I wasn’t totally aware of my rights as a consumer at the time.
I will write to them informing them I will take it further and then maybe contact the ombudsman (if there is one) and then small claims here I come! Thanks again

JJ_Egan

Shower ombudsman no .This is just a retail problem .

shaun_from_Africa

Manadan71 wrote: »

I will write to them informing them I will take it further and then maybe contact the ombudsman (if there is one) and then small claims here I come! Thanks again

As dj1471 mentioned. If you paid with a credit card then going to court may well not be needed as a "section 75" claim would be quicker and easier.

https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

Manadan71

Thank you so much, I should have said in my reply we didn’t pay by credit card unfortunately.....double kicking myself! But thank you