Right to return - Not as advertised

MoonieBlahnik

Hello,

I would really appreciate some advice on my rights as a customer. My partner and I recently ordered two Cast Iron Style Traditional 3 Column White Radiator and radiator valves from Victorian Plumbing (VP)

On receipt of the radiators we checked that there was no damage (Note this is a curb side delivery service offered by VP) Unfortunately, we realised that the radiators were not white as advertised (instead were a light blue colour). We immediately submitted a return request.

The expectation is for Victorian Plumbing customers to source their own courier service for returns. Whilst this seems fair for smaller items the cost of returning two wall radiators weighing 35kg each is extortionate and in my view completely unnecessary, especially given that fact that we would not be returning the goods had they been as advertised on their website.

The cost of returning the radiators pretty much equates to a cost of one radiator which I’m sure you’ll agree in totally unreasonable.

Victorian plumbing are happy to accept a refund but acknowledge no responsibility for the goods not being as advertised....

Victorian plumbing’s response...’’I can confirm the correct items have been received and these match the images shown on our website.

All pictures on our website are the best indication we can give of the original item and are for illustration purposes only - the colour of goods may vary slightly from that shown on the website, due to limitations of browser software and monitors.

As these items are unwanted, they can of course be returned to us through a courier of your choice’’.

Given the circumstances, I requested that they arrange for a courier service to collect the radiators at no charge. This request was ignored. Now it seems I am stuck with two blue radiators.

The customer service team is hopeless and consequently I will not be purchasing anything from them in future. 

I understand my rights in terms of a refund. The Sale of Goods Act 1979 requires goods to be as described, of satisfactory quality and fit for purpose. However, I am not sure if I have any grounds to take the matter further, e.g., pursue a complaint/claim. I would have thought VP May have offered to refund us for any courier service we purchased for returning good but this was no the case. Very poor customer service. Certainly not the type of company I’d be recommending friends and family to buy from! 

Any help would be greatly appreciated -thank you!

jon81uk

Do you have model numbers, does the model number on the supplied match the one on the website?
Does it state white on the website?
Can you photograph what you received and it show as blue?

You need to demonstrate to them you definitly ordered white and definitly received blue. At present they state you received what you ordered so its a change of mind return.

pinkshoes

Are you sure it isn't just the blue film they put over the top of them??

Can you post a picture of the radiator against something that is white to show the difference? Is it the same serial number on the packaging as well as on the radiator the same as that on the website and order form? (sometimes they put the wrong colour in the wrong box!).

Do they even make it in light blue?? (as this would mean it is feasible to have been sent the wrong one, rather than just a "shade" of white)

I've just had exactly the same but from Plumbworld. Correct radiator but wrong colour, which obviously I didn't realise until I opened the package that evening. They got back to me straight away, picked it up a week later on a day convenient to me, and I await my replacement that is unfortunately out of stock at the moment! I ordered from Plumbworld rather than VP as their customer service reviews were much better!

jon81uk

pinkshoes said:

Are you sure it isn't just the blue film they put over the top of them??

Your are probably right and the blue protective film is the issue.

MoonieBlahnik

Thanks all. Yes I made sure I photographed/provided image to demonstrate colour of radiators we’re in fact blue against a white door. No blue covering was on the radiators-I wish it was that simple! The website specifically stated white. Which is why I complained the radiators were not as advertised.
an exciting development has happen since the above post. I am happy to report that VP have been in touch to offer to collect radiators as a goodwill gesture. It did take several emails later but thankfully looks likely to be resolved. So I guess persistence is the way forward. Thanks for all your comments-much appreciated!