Homebase - Incorrect Dimensions

Se99paj

I'm currently going through a complaint with Homebase, I wanted to get a second opinion on my rights and the response I've had from Homebase.

I ordered the following garage doors from the Homebase website, I ordered these specific doors as the dimensions are stated as Height 2135mm and Width 1981mm: https://www.homebase.co.uk/framed-ledged-and-braced-external-unfinished-redwood-rebated-garage-door-pair-2135-x-1981mm/12824282.html

After ordering any paying for the doors I was informed, had a text saying they would be delivered by LPD Doors.

After the doors arrived I checked the dimensions and they were incorrect, they were actually 2135mm wide and 1981mm high, this is too short and far too wide for why we bought them, I therefore raised a customer support ticket with Homebase asking for them to pickup the doors and provide me with a full refund.

They have responded telling me that they've been in touch with the supplier (LPD Doors) and the dimensions are correct on the LPD Door website (with a screenshot) - As they are correct they will not be able to collect the doors.

As far as I'm aware from a Consumer Rights perspective, my contract was with Homebase, not LPD doors, therefore the information on the LPD website is irrelevant.
Even if the dimensions were correct I would still be entitled to return the product as I'd bought them online and I'm within the 14 day cooling off period.

Am I wrong? 

visidigi

If the Homebase website was incorrect it doesn't matter whats on the manufacturers site, Homebase have failed to deliver a product of the dimension they sold.

Change of mind would allow you the right to return the product at your expense. The good news for you is that because Homebase didn't fulfill the contract they are also responsible for the returns cost.

the_lunatic_is_in_my_head

Screenshot their page before they change it. 

Homebase are incorrect, advise them the goods do not conform to the contract and you are exercising your short term right to reject for a full refund. 

Advise as they have offered to collect the goods (see their T&Cs on the website) they should do so and refund you within 14 days. 

If they fail to do so issue a letter before action (templates on Google) to head office to get their attention. 

I wouldn't waste much time arguing with CS, the letter will do the job if CS continue to advise nonsense.  

Grumpy_chap

Se99paj said:

I'm currently going through a complaint with Homebase, I wanted to get a second opinion on my rights and the response I've had from Homebase.

I ordered the following garage doors from the Homebase website, I ordered these specific doors as the dimensions are stated as Height 2135mm and Width 1981mm: https://www.homebase.co.uk/framed-ledged-and-braced-external-unfinished-redwood-rebated-garage-door-pair-2135-x-1981mm/12824282.html

After ordering any paying for the doors I was informed, had a text saying they would be delivered by LPD Doors.

After the doors arrived I checked the dimensions and they were incorrect, they were actually 2135mm wide and 1981mm high, this is too short and far too wide for why we bought them, I therefore raised a customer support ticket with Homebase asking for them to pickup the doors and provide me with a full refund.

They have responded telling me that they've been in touch with the supplier (LPD Doors) and the dimensions are correct on the LPD Door website (with a screenshot) - As they are correct they will not be able to collect the doors.

As far as I'm aware from a Consumer Rights perspective, my contract was with Homebase, not LPD doors, therefore the information on the LPD website is irrelevant.
Even if the dimensions were correct I would still be entitled to return the product as I'd bought them online and I'm within the 14 day cooling off period.

Am I wrong? 

Did you order online (remote purchase) or in store? 
If you ordered online, the CCR apply and you can cancel up to 14 days from delivery for any reason or none and receive a full refund:
https://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations-aAijb9Q8UT3V#the-consumer-contracts-regulations

The link you posted does not seem to state which of the dimensions (2135 x 1981mm) is height and which is width in the main listing.  A critical omission.  You have to look at the product details:

• Product Dimensions (H)x(W)x(D):  2135mm x 1981mm x 44mm

If you expand the "Delivery & Collection" drop down, Homebase explain their returns policy, but there is a rather dodgy part where Homebase try to infer that some items are not supplied by Homebase at all but is simply an order with the "concession partner".  Is that what Homebase are trying to claim here?  Seems very much that Homebase are sailing close to the wind if they think that can be applied and is reasonable.

MattMattMattUK

This seems a slighly odd one, the product is stated as Framed Ledged and Braced External Unfinished Redwood Rebated Garage Door Pair - 2135 x 1981mm, now standard convention is that the first number is width, the second is height, so that should meant that it was 2,135mm wide and 1,981mm high. However the further down in the details they then state the dimensions next to (H)x(W)x(D), so whilst somewhat contradictory that would carry precedent. 

I suspect the issue has come about because the title is the correct format (width x height), and the door provider will have entered the info into the product dimensions box in the same standard format, but for some reason in the details section Homebase use a non-standard HWD rather than WHD.

Jumblebumble

MattMattMattUK said:

This seems a slighly odd one, the product is stated as Framed Ledged and Braced External Unfinished Redwood Rebated Garage Door Pair - 2135 x 1981mm, now standard convention is that the first number is width, the second is height, so that should meant that it was 2,135mm wide and 1,981mm high. However the further down in the details they then state the dimensions next to (H)x(W)x(D), so whilst somewhat contradictory that would carry precedent. 

I suspect the issue has come about because the title is the correct format (width x height), and the door provider will have entered the info into the product dimensions box in the same standard format, but for some reason in the details section Homebase use a non-standard HWD rather than WHD.

Toolstation do the same thing with radiators
this 300 x 600 is   600 wide and 300 high
https://www.toolstation.com/made4trade-by-kudox-type-11-steel-panel-radiator/p25748
I am astonished that anyone would not double check the specification

Se99paj

MattMattMattUK said:

This seems a slighly odd one, the product is stated as Framed Ledged and Braced External Unfinished Redwood Rebated Garage Door Pair - 2135 x 1981mm, now standard convention is that the first number is width, the second is height, so that should meant that it was 2,135mm wide and 1,981mm high. However the further down in the details they then state the dimensions next to (H)x(W)x(D), so whilst somewhat contradictory that would carry precedent. 

I suspect the issue has come about because the title is the correct format (width x height), and the door provider will have entered the info into the product dimensions box in the same standard format, but for some reason in the details section Homebase use a non-standard HWD rather than WHD.

I had to be very specific about the dimensions which is why I double checked, I didn't want to have any ambiguity, I wouldn't have ordered if they didn't specifically say height/width.

You might be right regarding standard convention, but a general consumer isn't going to know that, so might be a grey area.

Had a slightly more positive response from their social media team, they initially gave me the same answer but once I told them the information on the Homebase website was wrong they backed down and accepted to return and refund.

the_lunatic_is_in_my_head

Grumpy_chap said:

Se99paj said:

I'm currently going through a complaint with Homebase, I wanted to get a second opinion on my rights and the response I've had from Homebase.

I ordered the following garage doors from the Homebase website, I ordered these specific doors as the dimensions are stated as Height 2135mm and Width 1981mm: https://www.homebase.co.uk/framed-ledged-and-braced-external-unfinished-redwood-rebated-garage-door-pair-2135-x-1981mm/12824282.html

After ordering any paying for the doors I was informed, had a text saying they would be delivered by LPD Doors.

After the doors arrived I checked the dimensions and they were incorrect, they were actually 2135mm wide and 1981mm high, this is too short and far too wide for why we bought them, I therefore raised a customer support ticket with Homebase asking for them to pickup the doors and provide me with a full refund.

They have responded telling me that they've been in touch with the supplier (LPD Doors) and the dimensions are correct on the LPD Door website (with a screenshot) - As they are correct they will not be able to collect the doors.

As far as I'm aware from a Consumer Rights perspective, my contract was with Homebase, not LPD doors, therefore the information on the LPD website is irrelevant.
Even if the dimensions were correct I would still be entitled to return the product as I'd bought them online and I'm within the 14 day cooling off period.

Am I wrong? 

Did you order online (remote purchase) or in store? 
If you ordered online, the CCR apply and you can cancel up to 14 days from delivery for any reason or none and receive a full refund:

The link you posted does not seem to state which of the dimensions (2135 x 1981mm) is height and which is width in the main listing.  A critical omission.  You have to look at the product details:

• Product Dimensions (H)x(W)x(D):  2135mm x 1981mm x 44mm

If you expand the "Delivery & Collection" drop down, Homebase explain their returns policy, but there is a rather dodgy part where Homebase try to infer that some items are not supplied by Homebase at all but is simply an order with the "concession partner".  Is that what Homebase are trying to claim here?  Seems very much that Homebase are sailing close to the wind if they think that can be applied and is reasonable.

Whilst OP can cancel it's very easy to show the goods do not conform with a screenshot and tape measure so this is the best route to go down.

The delivery details mention concession orders and deliveries from suppliers stating "These products will be labelled within the product description" but the product description doesn't mention either of those and instead states that it's a "an Extra Choice product" so to check the customer service section for details.

I can't find any mention of extra choice in the customer service topics or the main Terms and Conditions.

The response OP received from Homebase is the usual junk from national companies misleading the consumer about their rights.  

mcplumb

Jumblebumble said:

MattMattMattUK said:

This seems a slighly odd one, the product is stated as Framed Ledged and Braced External Unfinished Redwood Rebated Garage Door Pair - 2135 x 1981mm, now standard convention is that the first number is width, the second is height, so that should meant that it was 2,135mm wide and 1,981mm high. However the further down in the details they then state the dimensions next to (H)x(W)x(D), so whilst somewhat contradictory that would carry precedent. 

I suspect the issue has come about because the title is the correct format (width x height), and the door provider will have entered the info into the product dimensions box in the same standard format, but for some reason in the details section Homebase use a non-standard HWD rather than WHD.

Toolstation do the same thing with radiators
this 300 x 600 is   600 wide and 300 high
https://www.toolstation.com/made4trade-by-kudox-type-11-steel-panel-radiator/p25748
I am astonished that anyone would not double check the specification

Radiators are always listed as height x width and I've never seen them listed as w x h