Homebase refusing to refund faulty Balterley shower tray

Julie_C

I ordered a shower tray from Homebase (Balterley), the bathroom fitter unpacked it last Thurs. There was a few scratches and a dent at the front. When he unpacked the corner (which was protected by polystyrene, it was dented). He reckoned it had been dropped and packaged up!

I phoned Homebase who wanted photographs, which I supplied. They couldn't say when a replacement would arrive, so I cancelled the order. They said it could be up to 48 hours for a refund.

I phoned today and they are refusing to refund as I didn't get back within 14 days an 'Extra Choice' order. I did contact them in 28 days, the terms and conditions on their website do actually say 30 days but they are refusing point blank to refund. Gobsmacked.

What are my options? Do I have to take them to the small claims court, which I would do on principle now.

davidmcn

Their time limits for "change of mind" returns are irrelevant if the item is faulty.

hollydays

Contact them on Facebook. Tell them the item is faulty and you've been refused a refund

Julie_C

I phoned again and spoke to someone different. I pointed our that their terms are 30 days and I'm within my rights. She offered a refund straight away.

I've had to order a new tray at more expense and delays.

After all the stress, I won't be ordering from them again...