Signed for, but damaged.

unholyangel

tidger wrote: »

I think trading standards are completely useless. My husband called, we just wanted to be certain after reading this thread. The last rep told us we could send it back for a full refund as long as we paid the return fee, this one told us the shop could refuse to accept it if they think it has been damaged by ourselves, or accept agree to a discounted refund.
I called the shop owner herself who told me she gets conflicting advice from them all the time. She said she treats her customers how she would like to be treated. Thus the full refund.
I will just point out something I didn’t mention today, which I did not know was an issue. This table is custom made. Trading standards informed my husband today that the shop does not have to accept a return on custom orders, that it could offer a partial refund, or a repair.
I did not realise this.

Trading standards are wrong. If goods are made to the customers specifications or clearly personalised then they are exempt from the right to cancel under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 - which allow you to cancel for any or no reason and has nothing to do with goods that don't conform to contract. So if you are picking from options supplied as part of the traders general offer to the public then that is not exempt as its being made to the consumers choice of the suppliers specifications.

However, the Consumer Rights Act 2015 still applies in full. As does the rest of the CCRs - such as the requirement to provide certain information, the passing of risk and the time for delivery.

Might be worth giving the retailer some good press - they seem to have done the right thing despite being advised incorrectly by TS.

neilmcl

tidger wrote: »

I’m posting, but my husband called trading standards and relayed the information to me, which I posted on here.

So why did you refer to "my wife" in other posts including your original one, relaying information and actually writing the post are 2 different things. I'm sorry but there are so many inconsistencies in this thread I'm finding it difficult to believe it.

hollydays

neilmcl wrote: »

So why did you refer to "my wife" in other posts including your original one, relaying information and actually writing the post are 2 different things. I'm sorry but there are so many inconsistencies in this thread I'm finding it difficult to believe it.

That's what happens when someone tries to relay something by hearsay ..

tidger

hollydays wrote: »

That's what happens when someone tries to relay something by hearsay ..

Thank you I didn’t realise I had to be so exact.

mindwave

tidger wrote: »

I think trading standards are completely useless. My husband called, we just wanted to be certain after reading this thread. The last rep told us we could send it back for a full refund as long as we paid the return fee, this one told us the shop could refuse to accept it if they think it has been damaged by ourselves, or accept agree to a discounted refund.
I called the shop owner herself who told me she gets conflicting advice from them all the time. She said she treats her customers how she would like to be treated. Thus the full refund.
I will just point out something I didn’t mention today, which I did not know was an issue. This table is custom made. Trading standards informed my husband today that the shop does not have to accept a return on custom orders, that it could offer a partial refund, or a repair.
I did not realise this.

I agree, in my opinion Trading Standards are useless. They always act on the side of the company and not Mr Joe Public, well in my experience anyway.

mindwave

I'm new to this, and can't find where you post a new thread. So I am asking if anyone knows what my rights are, my landscaper has purchased on my behalf a summerhouse in sections. It was delivered, I signed for it, the door has a split in it, the driver was told and he took a picture of it. After a few days a joiner has attempted to install it, but the wood is so warped it won't even screw together. The firm will take it back, but only give a partial refund, as they are classing it as a cancelled order. I don't agree with this, I think it is a return of faulty goods. Any ideas anyone please?

neilmcl

mindwave wrote: »

I'm new to this, and can't find where you post a new thread. So I am asking if anyone knows what my rights are, my landscaper has purchased on my behalf a summerhouse in sections. It was delivered, I signed for it, the door has a split in it, the driver was told and he took a picture of it. After a few days a joiner has attempted to install it, but the wood is so warped it won't even screw together. The firm will take it back, but only give a partial refund, as they are classing it as a cancelled order. I don't agree with this, I think it is a return of faulty goods. Any ideas anyone please?

There's a big button entitled "New Thread" near the top left of each forum, not sure how you can miss it.