Item delivered is different to what I ordered.

Flamingo_2

Hi,
Before Christmas I ordered a bathroom cabinet online. The company we ordered it from delivered a tap! I was eventually able to get it rectified (although customer services were rubbish!) and the cabinet was delivered on 23rd December. On inspection, although the cabinet looks the same from the outside, the design inside is different from the one displayed both in store and in the online catalogue. The cabinet I ordered has 3 shelves and a mirror on the inside of the door, the one delivered only has 2 shelves and the mirror is positioned behind the shelves (not inside the door).  I know in the grand scheme of things this whole situation is very insignificant but the cabinet was very expensive and had I known about the design changes I probably would not have ordered it.
I made contact with customer services on the day it arrived but was directed to speak to my local store. The person I spoke to confirmed that she would contact the relevant department on my behalf and contact me after Christmas. I heard nothing, and had to chase it. It was confirmed that the design had been changed (although that hadn't been reflected in store or online). I asked if it was possible to have an additional shelf sent out (as the new design would allow for the extra shelf to be fitted). Since then I have heard nothing.
Ideally I would like the design I originally ordered but apparently this is no longer available. I'm not happy that the product supplied was different to the product advertised and that the new item was dispatched without the changes being communicated to me. Plus, the item I ordered is still for sale on the website but the replacement item is not. I feel the company are deliberately misleading customers.
Is anyone able to advise as to the best way to proceed?
Sorry for all the rambling and thanks in advance.

powerful_Rogue

Flamingo_2 said:

Hi,
Before Christmas I ordered a bathroom cabinet online. The company we ordered it from delivered a tap! I was eventually able to get it rectified (although customer services were rubbish!) and the cabinet was delivered on 23rd December. On inspection, although the cabinet looks the same from the outside, the design inside is different from the one displayed both in store and in the online catalogue. The cabinet I ordered has 3 shelves and a mirror on the inside of the door, the one delivered only has 2 shelves and the mirror is positioned behind the shelves (not inside the door).  I know in the grand scheme of things this whole situation is very insignificant but the cabinet was very expensive and had I known about the design changes I probably would not have ordered it.
I made contact with customer services on the day it arrived but was directed to speak to my local store. The person I spoke to confirmed that she would contact the relevant department on my behalf and contact me after Christmas. I heard nothing, and had to chase it. It was confirmed that the design had been changed (although that hadn't been reflected in store or online). I asked if it was possible to have an additional shelf sent out (as the new design would allow for the extra shelf to be fitted). Since then I have heard nothing.
Ideally I would like the design I originally ordered but apparently this is no longer available. I'm not happy that the product supplied was different to the product advertised and that the new item was dispatched without the changes being communicated to me. Plus, the item I ordered is still for sale on the website but the replacement item is not. I feel the company are deliberately misleading customers.
Is anyone able to advise as to the best way to proceed?
Sorry for all the rambling and thanks in advance.

Send it back for a refund and buy elsewhere.

Flamingo_2

powerful_Rogue said:

Flamingo_2 said:

Hi,
Before Christmas I ordered a bathroom cabinet online. The company we ordered it from delivered a tap! I was eventually able to get it rectified (although customer services were rubbish!) and the cabinet was delivered on 23rd December. On inspection, although the cabinet looks the same from the outside, the design inside is different from the one displayed both in store and in the online catalogue. The cabinet I ordered has 3 shelves and a mirror on the inside of the door, the one delivered only has 2 shelves and the mirror is positioned behind the shelves (not inside the door).  I know in the grand scheme of things this whole situation is very insignificant but the cabinet was very expensive and had I known about the design changes I probably would not have ordered it.
I made contact with customer services on the day it arrived but was directed to speak to my local store. The person I spoke to confirmed that she would contact the relevant department on my behalf and contact me after Christmas. I heard nothing, and had to chase it. It was confirmed that the design had been changed (although that hadn't been reflected in store or online). I asked if it was possible to have an additional shelf sent out (as the new design would allow for the extra shelf to be fitted). Since then I have heard nothing.
Ideally I would like the design I originally ordered but apparently this is no longer available. I'm not happy that the product supplied was different to the product advertised and that the new item was dispatched without the changes being communicated to me. Plus, the item I ordered is still for sale on the website but the replacement item is not. I feel the company are deliberately misleading customers.
Is anyone able to advise as to the best way to proceed?
Sorry for all the rambling and thanks in advance.

Send it back for a refund and buy elsewhere.

Thanks for the reply. I should have mentioned that it's due to be fitted next week (to be connected to the electrics due to LED light and demister) so don't really have time to send it back. Plus from the outside it's the only one I liked. I'm annoyed that they've changed the inside design and didn't feel the need to inform the customer. 

theonlywayisup

Flamingo_2 said:

powerful_Rogue said:

Flamingo_2 said:

Hi,
Before Christmas I ordered a bathroom cabinet online. The company we ordered it from delivered a tap! I was eventually able to get it rectified (although customer services were rubbish!) and the cabinet was delivered on 23rd December. On inspection, although the cabinet looks the same from the outside, the design inside is different from the one displayed both in store and in the online catalogue. The cabinet I ordered has 3 shelves and a mirror on the inside of the door, the one delivered only has 2 shelves and the mirror is positioned behind the shelves (not inside the door).  I know in the grand scheme of things this whole situation is very insignificant but the cabinet was very expensive and had I known about the design changes I probably would not have ordered it.
I made contact with customer services on the day it arrived but was directed to speak to my local store. The person I spoke to confirmed that she would contact the relevant department on my behalf and contact me after Christmas. I heard nothing, and had to chase it. It was confirmed that the design had been changed (although that hadn't been reflected in store or online). I asked if it was possible to have an additional shelf sent out (as the new design would allow for the extra shelf to be fitted). Since then I have heard nothing.
Ideally I would like the design I originally ordered but apparently this is no longer available. I'm not happy that the product supplied was different to the product advertised and that the new item was dispatched without the changes being communicated to me. Plus, the item I ordered is still for sale on the website but the replacement item is not. I feel the company are deliberately misleading customers.
Is anyone able to advise as to the best way to proceed?
Sorry for all the rambling and thanks in advance.

Send it back for a refund and buy elsewhere.

Thanks for the reply. I should have mentioned that it's due to be fitted next week (to be connected to the electrics due to LED light and demister) so don't really have time to send it back. Plus from the outside it's the only one I liked. I'm annoyed that they've changed the inside design and didn't feel the need to inform the customer. 

If you are having it fitted you have no cause for complaint.  You can put off the fitter, send it back and get one that you do want, or you can fit it and live with it. 

the_lunatic_is_in_my_head

You could try for a price reduction:

www.legislation.gov.uk/ukpga/2015/15/section/24/enacted

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

pinkshoes

And what do you want from this?

Either send it back for a full refund, accept it how it is, or negotiate a discount.

You are entitled to a full refund and for them to collect at their own expense. 

mattyprice4004

If you don't want to send it back, your only option is to pick up the phone and ask them for the extra shelf.