Don't want refund but want the item delivered - what's my right?

kaych

Hi all,

Just want to check what my rights are. I bought 5 new doors for our house, a day before delivery, I was told that one of the doors is damaged so it cannot be delivered. I will be one door short and the seller can refund me. I said that the refund is no use as it means I will be one door short. They said there is nothing they can do but to refund me as the doors I bought has been discontinued. Obviously, I want all my doors to look the same, I found another door on their website which is similar to the one I bought, but it's £150 more. What is my right in this instance? Do I have to accept the refund? I paid for the doors online when it was ordered and it was taken from my credit card immediately. To be fair, I am happy to pay for the additional cost for the 'similar' door but I am not happy to pay for the delivery again. 

Any help and comment is much appreciated. 

[Deleted User]

You don't have to accept the refund, but it would be strange not to, as they can't supply you with the door.

You could either buy the more expensive door or look elsewhere for old stock of the one you want.

Admiral_Barbarossa

Q. When you purchased the doors, was this a discontinued line and such, were they discounted in price? If yes, there would be some risk that stock would run out before delivery! The seller is refunding you for the fifth door.

Otherwise, at best ask for goodwill, but the other door and get them to deliver it free!

kaych

Thanks. 

OK, so happy to buy the more expensive door, but can I insist that as the door should have come with the original order, that they don't charge me delivery again? or that is at the discretion of the company? 

There's no old stock out there, it's a company that sells their own door. 

kaych

Admiral_Barbarossa said:

Q. When you purchased the doors, was this a discontinued line and such, were they discounted in price? If yes, there would be some risk that stock would run out before delivery! The seller is refunding you for the fifth door.

Otherwise, at best ask for goodwill, but the other door and get them to deliver it free!

Yeah it was discounted. The doors were all in stock when I bought them. They are meant to deliver them tomorrow, and then they called me today to say one of the doors is badly damaged so they can't deliver it. OK, looks like I will have to ask for goodwill for the free delivery... otherwise I will have to pay for the delivery again then... it's £60 per delivery! 

Alderbank

kaych said:

Admiral_Barbarossa said:

Q. When you purchased the doors, was this a discontinued line and such, were they discounted in price? If yes, there would be some risk that stock would run out before delivery! The seller is refunding you for the fifth door.

Otherwise, at best ask for goodwill, but the other door and get them to deliver it free!

Yeah it was discounted. The doors were all in stock when I bought them. They are meant to deliver them tomorrow, and then they called me today to say one of the doors is badly damaged so they can't deliver it. OK, looks like I will have to ask for goodwill for the free delivery... otherwise I will have to pay for the delivery again then... it's £60 per delivery! 

You bought 5 doors and agreed a price which includes delivery.
When preparing your order for loading they found that one was too badly damaged to sell. The 4 good doors are still at their depot.
They sell a similar door for £150 more which you are willing to accept instead of the damaged one and you have offered to pay the extra £150.

I can't see the problem. Tell them to include the replacement door in the planned delivery. If that door is not immediately available tell them to hold delivery until it is ready.
If they won't do that tell them not to bother and go elsewhere.

kaych

I tried to call the company and no one is picking up, I have emailed them as well. I am trying to buy the similar door and have it delivered tomorrow together. I don't think it's going to make it now and the other doors will be delivered as planned rather than being able to hold the entire order (maybe I should have said hold the delivery when they called earlier). I will see what they say when they deliver. Thanks for all the advices. 

TELLIT01

If you need all the doors to be the same, cancel the entire order and look for another supplier.  You can't force the current supplier to provide another door from a higher priced range.

kaych

Not even if I pay the difference? 

I just don't want to pay for the additional delivery charge, but looks like I may not have a choice. 

pjread

I'd ask rather than insist.

Depending on cost/scenario I might consider refusing delivery and telling them to take them all back if you wanted 5 matching doors and they've been unable to fulfil the order.  That depends how much of an issue non-matching doors would be to you (it'd irritate me if they're off the same hall/corridor, but not if they weren't for example)

kaych

I will ask them politely  

I don't want to refuse the order as I actually want the doors, I am hoping the difference between the two doors would not be too significant...as you said, if I use the different door on another floor, it shouldn't be too obvious.