Door company refusing to let us cancel and have our deposit back

smrobinson2002

Hoping someone can tell me what our rights are in this specific situation. In December 2020 we ordered a new front door (and surrounding glass) from a local company.

We didn't know it at the time, but shortly after we placed our order the company changed hands and most of the staff changed too, included the person who sold us our door.

The time was approaching for our estimated fitting date and we hadn't heard anything so we called up, and were told the door we ordered was no longer available (were they ever going to tell us that?). They gave us the option to have our deposit back, or get a similar door at no extra charge to us. We gave them the benefit of the doubt and agreed to having a different door.

Once again we got no updates so we had to keep chasing. We were always told "XX will call you back today" and we'd never get a call. The customer service was just disappointing.

We finally got given a date for the fitting of our new door and glass (29th April 2021) and on that morning the company called us to say one of the fitters was ill so they would fit the door tomorrow instead.

This morning (30th April) the fitters arrive with a door that was scratched, had blobs of glue around the letterbox and a frame that didn't match the frame for all of the windows. Thankfully all of this was noticed before any work started.

The fitters left and we called up the company to let them know we're just fed up and want our deposit back. He rudely stated that it's now too late to cancel and we can't have our deposit back. They are going to send the door back to the suppliers to sort the issues and will give us a new fitting date. 

Do we have a right to cancel and demand our deposit back?

pbartlett

how did you pay? was it by card or eg bank transfer

Undervalued

smrobinson2002 said:

Hoping someone can tell me what our rights are in this specific situation. In December 2020 we ordered a new front door (and surrounding glass) from a local company.

We didn't know it at the time, but shortly after we placed our order the company changed hands and most of the staff changed too, included the person who sold us our door.

The time was approaching for our estimated fitting date and we hadn't heard anything so we called up, and were told the door we ordered was no longer available (were they ever going to tell us that?). They gave us the option to have our deposit back, or get a similar door at no extra charge to us. We gave them the benefit of the doubt and agreed to having a different door.

Once again we got no updates so we had to keep chasing. We were always told "XX will call you back today" and we'd never get a call. The customer service was just disappointing.

We finally got given a date for the fitting of our new door and glass (29th April 2021) and on that morning the company called us to say one of the fitters was ill so they would fit the door tomorrow instead.

This morning (30th April) the fitters arrive with a door that was scratched, had blobs of glue around the letterbox and a frame that didn't match the frame for all of the windows. Thankfully all of this was noticed before any work started.

The fitters left and we called up the company to let them know we're just fed up and want our deposit back. He rudely stated that it's now too late to cancel and we can't have our deposit back. They are going to send the door back to the suppliers to sort the issues and will give us a new fitting date. 

Do we have a right to cancel and demand our deposit back?

Probably not yet.

It would normally be considered reasonable to allow them one attempt at rectifying any defect, which is what is now happening. 

If the next door is also faulty or the time taken is excessive then you would have a much stronger case.

smrobinson2002

pbartlett said:

how did you pay? was it by card or eg bank transfer

It was bank transfer.

smrobinson2002

pbartlett said:

how did you pay? was it by card or eg bank transfer

Would there be any difference if it was by debit card?

MattMattMattUK

smrobinson2002 said:

pbartlett said:

how did you pay? was it by card or eg bank transfer

Would there be any difference if it was by debit card?

If it was paid via debit card then you have the chargeback scheme, if it was paid by credit card then you have chargeback and Section 75 protection and with finance then you have Section 75 protection. With a bank transfer you have no additional protection.