Believe Miss Sold Hot Tub - What Can I do>

amacdon8

Hi,
I would appreciate advice please. I have just bought a 18K hot tub. We were told that as it was in stock we could not chose the colour (which was fine). It has now been delivered to us and it does not have some of the features that were advertised on the website e.g. Outside light panels, Specific settings for massage.   I wrote and complained and have been send a reply saying that:-
"You had ordered the Everest model of which was in stock and available for quick delivery, I am afraid this model did not have the illuminated corner panels as pictured on the made to order Hot Tub with the long lead time, this one had the slated corner panels"
We were never told that this was the case, they will not have any evidence to substantiate this claim, If I go on their website to buy a hot tub it is very clear what is supplied as standard with this hot tub. My lightened panels are clearly stated as are the other features. The only "Optional" items on the website are Colour (Which I accepted) and Delivery/Support package!
Anyone got any ideas what I can do if the company wont fix this. Is there an equivalent of the financial ombudsman for this type of situation or do I need to go to court? 
Any advice form anyone who has had to take this further would be very much appreciated.

Thanks
Alex

Penguin_

A quick google suggests, if this is the model that you have, that the Wellis Everest does have illuminated Corner Panels. https://www.wellis.com/gb/products/hot_tubs/peakline/everest 
Are you sure they have given you an Everest?

Penguin_

The only other thing I can guess is that it's an extra that the dealer can select to add on at factory for their stock products & they didn't choose to have the illuminated corner panels but negated to tell you this.

elsien

Online or in store purchase? 

amacdon8

A quick google suggests, if this is the model that you have, that the Wellis Everest does have illuminated Corner Panels. 
Are you sure they have given you an Everest?

Penguin - Good question - I think/Hope it is an Everest, but a great question, I will get them to confirm. they also did not tell us this and another feature was not available on my option. I believe what I have been sold is not what was advertised on the website. 
Any thoughts about next steps to redress this?

elsien

If the website is still showing the option that you bought as standard, then take screenshots now to evidence it before they change the website page. 

sheramber

from the wording of the reply do they mean  that the one  that was in stock already, which you ordered, did not have the   lights?  

amacdon8

sheramber said:

from the wording of the reply do they mean  that the one  that was in stock already, which you ordered, did not have the   lights?  

I believe that is what they are saying Sheramber...but they never told me that when I bought it....they only said that the color of the tub was not negotiable as it was in stock not the features or functions

amacdon8

elsien said:

If the website is still showing the option that you bought as standard, then take screenshots now to evidence it before they change the website page. 

Thanks elsien - I have now done this.....Who would I send this to...appart from the store who can I complain to?

photome

There are very few on their website that are not illuminated, def double check which model they have sent and then ask them to point out on the website where it says it has slated corner panels

Diamandis

Ultimately if you're unable to get the retailer to resolve you will have to send a letter before action (Google for templates) and then start the small claims court process.