Consumer rights are manufacturer’s allowed to come to your home

Saradavies2013

Hi is there anyone who can help please I purchased some kitchen cupboard door off a online company up on delivery I checked all doors to see if there were anything wrong with them I noticed on all doors there were marks as I would describe as like bubble marks a roller makes I contacted the company and sent photos I was given the option to get a partial refund and keep the doors but I declined as they are not fit for purpose and asked for a refund the guy on the phone said ok I will log it down on computer but I would have to wait 4 days till the guy dealing with my enquiry comes back in to work as he is off for a few days and that he would arrange for doors to be picked up next week and I would get my refund I waited all day for him to get in touch with me when he got back to work but nothing so I emailed to ask what’s happening only to receive a email back saying he has never had to refund a full order before and he is still waiting on advice from our local Trading Standards office about different ways forward.
And I'm currently arranging for a representative from the manufacturer to visit you next week are the company allowed to do this does anyone know I sent a message to say yes that’s fine do you know what day they will be coming as I’m fed up with it all now as I don’t mind them coming to see but it makes me feel as though they think I am lying and information would be great thanks x

Olinda99

Sounds like you are being given the run-around.

[Deleted User]

Yes, anyone is allowed to visit your home. You obviously don't need to let them in, but as they're trying to understand the issue, it would be odd not to.

Saradavies2013

Hi thanks for replying yes it would be odd not to I have said to them that it’s fine to just let me know what day so I can make sure I’m in.

Saradavies2013

Olinda99 said:

Sounds like you are being given the run-around.

Hi thanks for replying I hope they ain’t giving me the run around kitchen was meant to be started this week and I have had to put everything on hold it’s been going on now for 2 weeks and I’m not sure what to do next I think I just need to wait to see if they message with a day someone is coming.

GrumpyDil

Was this a distance purchase and are you still within 14 days of receiving the items?

If so are these made to measure or all standard sizes. If so you may have rights to insist on a return under the CRA but that does need to be requested within 14 days of receipt, although this can be extended if your CRA rights were not communicated to you when you made your purchase. 

Saradavies2013

GrumpyDil said:

Was this a distance purchase and are you still within 14 days of receiving the items?

If so are these made to measure or all standard sizes. If so you may have rights to insist on a return under the CRA but that does need to be requested within 14 days of receipt, although this can be extended if your CRA rights were not communicated to you when you made your purchase. 

Hi thanks for getting in touch I received the doors on 28/06/22 I reported problems on 29/06/22 they are your standard size door but think they are made on order the company are based in England in in South Wales What is CRA please I haven’t a clue what I am up against thanks

Jenni_D

CRA = Consumer Rights Act (2015) ... but for the point being made (14 days cancellation period) that's the wrong Act. (The CRA is the Act which applies in terms of goods conforming to contract). What applies is actually the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 (CCRs) ... this allows a consumer to cancel a distance contract for any reason at all (or no reason) and return the goods for a full refund. However the seller can* a) require the consumer to pay to return the goods, and b) reduce the amount of refund if the handling of the goods has diminished their value.

I think @GrumpyDil was suggesting this route as an easy "get out" to reach a resolution. (Doors returned and refund). That's why the questions re. how long and what you bought. You're easily within the time period for the CCRs, and buying standard items is also good re. the CCRs. (Made to order is a business process choice of the seller - it is not in any way something customised or personalised to a consumer).

PS - if the doors are functional as doors then they are fit for purpose. What you're really asserting is that they are not of acceptable quality / free from faults.  

* provided they have supplied certain required information before the consumer became bound to the contract.

TELLIT01

I don't think it's unreasonable for them to want to check the problem before agreeing to a full refund.