I am an idiot but an aggrieved one

Randomlettersandnumbers

In June we ordered a Mira shower tray plus a £94.94 matching riser conversion kit from Victorian Plumbing.  (You have to get matching ones with this tray.) This order was delivered in June and we thought the big box included both the tray and its riser kit.

Stupidly, we did not open it as we wanted everything to stay safe in its packaging and the bathroom fitters could not come to us until October. We had no reason to think the tray might be packed separately from the riser kit as they are complementary items of the same brand. The bathroom fitters arrived yesterday and we looked high and low but there was no sign of the riser kit in the box. All we can think is that the truck never unloaded it (so glad we paid that £24.95 for delivery) and we did not know to expect two items packed separately so did not challenge it.

Also, the shower tray was slightly damaged.  Fortunately not much and the fitter can disguise it.  

I emailed Victorian Plumbing (no contact phone number) and they got back to me today with this:

Our 48-hour inspection window is put in place to give our customers sufficient time to inspect goods once their order has been delivered and taken into the home.

We understand that the nature of ceramic, glass, and metal products means that damages can happen to a small number of products during dispatch and delivery, so we ask that products are inspected when you receive them to give us time to rectify any issues for you before you book any tradespeople.

After this we cannot always offer to replace any damaged goods, so we do our best to inform you of this timeframe at multiple points during checkout, as well as in our Terms and Conditions of sale and order confirmation emails.

As your delivery took place on 30/06/2021 and we were not notified of this issue sooner, on this occasion we will not be able to replace your goods.

Please accept my apologies for any inconvenience caused.

That's it?  I just have to kiss £95 goodbye?

Thanks for advice.

Aylesbury_Duck

Probably.  Depends how far you want to push it.  Credit card, debit card, small claims court are possible routes but there's no guarantee of success because you have little evidence to work with.

ItsComingRome

I'm not sure why you'd assume that two distinct items would be in the same box?  Were they in a VP branded box or just in whatever they normally come with?

If the latter then it would make no sense for an additional item to be in the same box.

mattyprice4004

There’s no way of them knowing you’re not just trying it on, and after that length of time no way for them to investigate. 

Sorry, but I don’t think this is one you’ll win. 

Pollycat

Did the 2 items have separate item codes?
If they did, I would have expected them to be delivered in 2 separate boxes.
The few times I've ordered more than one item from a company, the boxes have been marked '1 of 2' and '2 of 2'.

born_again

Aylesbury_Duck said:

Probably.  Depends how far you want to push it.  Credit card, debit card, small claims court are possible routes but there's no guarantee of success because you have little evidence to work with.

At 100 days now. So will need  to be quick for chargeback. But can just see co rejecting stating goods delivered as OP signed for delivery.

lammy82

You'd have been better off making out that you knew full well that only one item had been delivered and were chasing up ask how much longer the riser kit was going to be.