Magnet Trade kitchen

Loubiehg

Bought our kitchen from Magnet Trade, introduced to us by our fitter.  Measured & designed by Magnet and paid directly by me on my debit card. A kitchen unit didn’t fit due to them not measuring correctly, 1 door panel & handle missing, 1 door panel damaged. Said they’d refund the part that didn’t fit, took it from the house and would send the missing & replacement parts. 3 months on they’re refusing to refund as it was purchased via Trade and I’m in dispute with the fitter as he’s made a mess of my house. I’ve paid in full for the kitchen and the builder for his shoddy work. They’re pretty much taunting me in emails and hiding behind GDPR laws not to send me the missing door. Email today basically said your door is here but you’re not having it because you’ve complained to head office. Wanted to avoid small claims but looks like my only option. How can they do this?

macman

If it's your fitter's name on the Magnet contract, then it's not your contract, it's his. Is it?
If you are already in discussion with head office, then can't you ask them to instruct the local branch to release the door?

Rosa_Damascena

Loubiehg said:

Bought our kitchen from Magnet Trade, introduced to us by our fitter.  Measured & designed by Magnet and paid directly by me on my debit card. A kitchen unit didn’t fit due to them not measuring correctly, 1 door panel & handle missing, 1 door panel damaged. Said they’d refund the part that didn’t fit, took it from the house and would send the missing & replacement parts. 3 months on they’re refusing to refund as it was purchased via Trade and I’m in dispute with the fitter as he’s made a mess of my house. I’ve paid in full for the kitchen and the builder for his shoddy work. They’re pretty much taunting me in emails and hiding behind GDPR laws not to send me the missing door. Email today basically said your door is here but you’re not having it because you’ve complained to head office. Wanted to avoid small claims but looks like my only option. How can they do this?

Unacceptable, so escalate. The consumer expert at the Sunday Times usually shames companies into behaving themselves.

Loubiehg

macman said:

If it's your fitter's name on the Magnet contract, then it's not your contract, it's his. Is it?
If you are already in discussion with head office, then can't you ask them to instruct the local branch to release the door?

The receipt has my name & address but the fitters details on there also so yes technically it’s his account. Unfortunately we weren’t aware of the finer details of the t&c’s he wanted me to give him the money (nearly 11k) and he pay Magnet but I refused and paid them directly believing that if there were any issues then it would be in my name. I’ve tried consumer direct who advised that this is correct so tried to appeal to the company’s better nature by pointing out that it was their mistake but not using ‘reasonable care and skill’ while measuring up but they’re standing by their line of due to GDPR we are unable to look into this without the account holder’s permission. This is despite the fact that they have the account holders business name incorrect, that’s another issue what checks are they making before authorising accounts? I’ve since asked head office to just send me the replacement door as they have sent 1 in the wrong colour when the manager called to remove the unit that didn’t fit but I’m not getting anywhere with that either.

another_casualty

Leaving appropriate feedback on trustpilot / Facebook / Twitter etc may be the way to go here ..