Online order not as discribed

taff7996

I ordered online, Via Wickes website some Kingspan TW50 PIR Thermal insulation boars.

Under the product details it states that coverage is 2.88m, using this figure I calculated the amount needed for my project.

Each board is 1200 x 450mm, to get 2.88m coverage you need 5 panels.

1.20 x 0.45 = 0.54m

2.88m /0.54  = 5.33 panels 

I needed to cover 20m

To my surprise only 7 loose panels arrived (0.54*7=3.78m)

I phoned up customer services, I explained to the call handler that I hadn't had my complete order, she stated that the order was correct and that the web site was wrong, 

I said that one panel would not cover the advertised coverage (0.54 does not =2.88) and "wouldn't that be miss selling under trade description act". 

She offered a full refund or my delivery charge back.

I found her very unhelpful and abrupt, after I said that I wanted to make a complaint and for her contact details she hung-up on me.

I have now made a formal writen complaint and Wickes is looking into it

I'm not a happy sapper, I paid for 20m of coverage and only got a little under 4m

What is the lightly hood of wickes honouring the deal I entred into?

elsien

You order by the number of panels, do you not? So how many panels did you order? 

The_Unready

Sorry, but can you confirm how many panels/boards you ordered?

Bradden

Looking at the Wickes website it show's 2.88m now.. if you have a screenshot showing they've corrected since the order it may strengthen your case. Ulitmately though even if they admit error I beleive you are only entitled to a refund.

https://www.wickes.co.uk/Kingspan-TW50-Thermal-Insulation-Board---1200-x-450-x-50mm/p/180440

• Length: 1200 mm
• Thickness: 50 mm
• Width: 450 mm
• Material: PIR

• Usage: Insulation
• Coverage: 2.88 m²
• Thermal Conductivity: 0.022 W/mK
• Type: Insulation boards

• Manufacturer Model No: TW50

taff7996

elsien said:

You order by the number of panels, do you not? So how many panels did you order? 

I ordered 7 units of 2.88m sq but only received  7 units of 0.54m sqn

comeandgo

They have offered you a full refund or you can reorder the amount you are short and they will not charge for delivery.  An error was made and they have done what they must to rectify it.

elsien

If you are hoping that they will send you out additional panels at no extra cost then that is extremely unlikely. They have made a mistake which they are rectifying by offering you a refund or waiver on delivery.
For information, the Trades Description Act has largely been superceded. 
Consumer protection from unfair trading | Business Companion

You have the right to unwind the contract (which they have offered.) You haven't suffered any loss otherwise as far as I can see? 

the_lunatic_is_in_my_head

OP they should either repair (not an option) or replace the goods (maybe not an option if boards of such a size don't exist). 

Failing that you have the choice of either a full refund or a price reduction, guidance states that a price reduction should reflect what is paid for vs what is supplied which should be obvious to work out in this instance. 

Whilst they've made a mistake I very much doubt it is one that should have been known in advance by yourself so I don't think the mistake has any bearing on your consumer rights. 

If board mods are around, this probably belongs in Consumer Rights  

soolin

the_lunatic_is_in_my_head said:

OP they should either repair (not an option) or replace the goods (maybe not an option if boards of such a size don't exist). 

Failing that you have the choice of either a full refund or a price reduction, guidance states that a price reduction should reflect what is paid for vs what is supplied which should be obvious to work out in this instance. 

Whilst they've made a mistake I very much doubt it is one that should have been known in advance by yourself so I don't think the mistake has any bearing on your consumer rights. 

If board mods are around, this probably belongs in Consumer Rights  

Only the forum team can move things and I have requested a move for this thread.

Manxman_in_exile

Bradden said:

Looking at the Wickes website it show's 2.88m now.. if you have a screenshot showing they've corrected since the order it may strengthen your case. Ulitmately though even if they admit error I beleive you are only entitled to a refund.

https://www.wickes.co.uk/Kingspan-TW50-Thermal-Insulation-Board---1200-x-450-x-50mm/p/180440

• Length: 1200 mm
• Thickness: 50 mm
• Width: 450 mm
• Material: PIR

• Usage: Insulation
• Coverage: 2.88 m²
• Thermal Conductivity: 0.022 W/mK
• Type: Insulation boards

• Manufacturer Model No: TW50

Maybe I've completely misunderstood* (I'm certainly not a DIYer!) but isn't the Wickes website in that link still showing the wrong information that the OP is complaining about?  Coverage = 2.88 sq m?

As I say, I don't do DIY but it would be immediately obvious* to me that a board just over a metre long and just under a metre wide would only cover an area of about 0.5 sq m and never 2.88.  I could work out in my head that I'd probably need 6 complete boards to cover 2.88sq m

I agree the OP doesn't really have any option other than what Wickes have offered.  I'd have to say that If I'd been the OP I would have contacted wickes before purchase to query the website dimensions and coverage as one of them must be wrong.


*In fact it's so obvious to me that I'm concerned I must have misunderstood something really basic here and I'm making a complete fool of myself!

shiraz99

Manxman_in_exile said:

Bradden said:

Looking at the Wickes website it show's 2.88m now.. if you have a screenshot showing they've corrected since the order it may strengthen your case. Ulitmately though even if they admit error I beleive you are only entitled to a refund.

https://www.wickes.co.uk/Kingspan-TW50-Thermal-Insulation-Board---1200-x-450-x-50mm/p/180440

• Length: 1200 mm
• Thickness: 50 mm
• Width: 450 mm
• Material: PIR

• Usage: Insulation
• Coverage: 2.88 m²
• Thermal Conductivity: 0.022 W/mK
• Type: Insulation boards

• Manufacturer Model No: TW50

Maybe I've completely misunderstood* (I'm certainly not a DIYer!) but isn't the Wickes website in that link still showing the wrong information that the OP is complaining about?  Coverage = 2.88 sq m?

As I say, I don't do DIY but it would be immediately obvious* to me that a board just over a metre long and just under a metre wide would only cover an area of about 0.5 sq m and never 2.88.  I could work out in my head that I'd probably need 6 complete boards to cover 2.88sq m

I agree the OP doesn't really have any option other than what Wickes have offered.  I'd have to say that If I'd been the OP I would have contacted wickes before purchase to query the website dimensions and coverage as one of them must be wrong.


*In fact it's so obvious to me that I'm concerned I must have misunderstood something really basic here and I'm making a complete fool of myself!

Yes, the website is wrong, and obviously so. That said Wickes have offered a refund so not sure what else the OP wants.