Laura Ashley item unfit for purpose - refusing to replace or refund

Dottiespottie

Hi, we made an order with Laura Ashley just as they went into administration.  They are still trading and still operating but aren't making the changes to policy or consumer rights clear.  It took nearly 2 months for our order to arrive and on the whole, we are satisfied with the items.  However; we ordered two pots of paint, they both arrived broken and the paint has leaked all over/into the box, therefore totally unusable and unfit for purpose.  I have contacted Laura Ashley and they have advised me that under the administrator's policy they do not accept returns.  I have highlighted that the issue isn't a return but that it was an item received damaged and unfit for purpose and highlighted section 75 of the consumer rights act but they are still saying they cannot refund. To be honest I would even accept credit to order something else but seems totally unfair that I am out of pocket for something completely out of my control.  I'm pretty sure they usually have some kind of insurance for this and/or contract with the courier.  What would you do next?  I've sent them photographs and it is patently clear that the paint pots are split and the paint has leaked everywhere.

[Deleted User]

Dottiespottie said:  What would you do next?  I've sent them photographs and it is patently clear that the paint pots are split and the paint has leaked everywhere.

How much was the paint and how did you pay? "Threatening" them with section 75 is not appropriate, by the way.  Assuming it applies, which it may not,  you  simply invoke it with your Bank or credit card provider. Otherwise you are just another creditor in this firm's liquidation.

Ectophile

The company has gone bust, so you are now an unsecured creditor, if you can be bothered applying to be registered as a creditor.  If you're lucky, you might get a few pence back that way.  The adminsitrator only wants to sell stock to raise money.  Your rights as a customer are not important to them.

Section 75 is between you and the credit card company.  It's a right you have against any credit company, not the retailer.  But it doesn't apply to small orders (under £100).

There is also a chargeback scheme operated by the card providers.  Again, contact the card provider to see if that applies to you.