Gesture of Goodwill Refund

gemwoody127

Hi all
To cut a long story short I have had 4 fireplaces from a company - all with defects on them.   Upon receipt of the 2nd fireplace the company offered me a gesture of goodwill for all the hassle of having to have time off work etc.  Only £20 but thought it was great of them to offer it without question.

Anyway we are now on fireplace number 4 - all of which I have had to stay in (take time off work) for deliveries and now collections as they can't collect upon delivering another due to cross contamination .

I have ended up telling them I want a full refund and will go elsewhere to purchase a fireplace as they don't seem to be offering us a 100% perfect fire.   Upon agreeing to this they have said it will be another 10 days until they can collect and that the refund will be on receipt of them at the warehouse but......minus the gesture of goodwill.

Firstly are they in the right to hold my money when all this is their fault not mine and secondly can they retract the gesture of goodwill after all the time off I have had to take plus I've been storing their goods?

Thanks for any advice

yksi

You're cancelling the contract. You're getting a full refund. What is it you realistically think you should get here?

They've done a bad job here, they are recognising that and instead of trying to fix it yet again, they're just going to give back your money. Sometimes life is annoying but you don't deserve or have a right to compensation for this.

Aylesbury_Duck

Yes, they can.  It is only £20 we're talking about, isn't it?

IvanOpinion

Out of interest what was wrong with the items you received?

gemwoody127

I have 4 fires all with defects in them and not cheap.  Then I've had to store them as well as taking 5 days off work awaiting deliveries deliveries collections so the £20 compensation was an apology for that. Which realistically was nice to be offered but then to be retracted is a big let down.  I now have to wait 2 weeks until they collect the outstanding items I have and won't get a refund until they receive them!

Aylesbury_Duck

gemwoody127 said:

I have 4 fires all with defects in them and not cheap.  Then I've had to store them as well as taking 5 days off work awaiting deliveries deliveries collections so the £20 compensation was an apology for that. Which realistically was nice to be offered but then to be retracted is a big let down.  I now have to wait 2 weeks until they collect the outstanding items I have and won't get a refund until they receive them!

I can see it's frustrating but looking at it rationally, what actual loss have you incurred?  Did it actually cost you anything to store them?  Were your days off work unpaid?  Did you literally sit by the door on each of those 5 days, doing nothing else?

Just don't buy from them again, they don't sound great.