Window Company Except Us to Pay For A Mistake They Made.

Renoplum

Please can you help.

We are having lots of issues with a local window and door company. We are tied to them financially  and we cannot pull out, although we really wish we could.

We ordered windows, front door and bifolds. We had issues with the window quality that was amended to an okay standard by this company but there are still 2 issues with them. We are also having ongoing issues with the bifolds (they ordered the wrong size)

We had our front door fitted today and it is the wrong colour. It is a different colour to our windows.

The salesman that we initially spoke with has since left. On the order form for the front door no colour was specified. The order from for the windows does have a colour specified.

When I rang the company to ask what was going on they told me that the order form they have Infront of them for the front door does has the colour written on it, this has been added onto the carbon copy and not on the original by the salesman.  I have asked for a photo of this but am yet to receive this.

When we were in the quoting stage we were asked to select a front door from a design website, which we did. This door we selected through the design website had the same colour on the front and back. The colour selected on the design website is the same colour of the door that showed up today.

We were told and we told the salesman that this was for design reference only and NOT the correct colour. This was a telephone conversation.

They beleive that the salesman has used this design reference as the colour and then added it onto the sales order after giving us the original sales order (and without our knowledge)

The company are using this to say that they ordered the door based off of this colour and design however the door that has arrived today is a block colour on the front and white on the back (The colour they have gone off showed the colour all over the front and back) so even their mistake is wrong.

The company are refusing to take any responsibility as the man has left and they have come up with the solution that we are to pay £150 for the door to be resprayed with them absorbing the cost of the labour.

Our contract was with the company and not the individual sales person.

They advised me that they have spoken with trading standards and as they have fulfilled the order of a working door they have upheld their contract/end of the deal.

I am waiting to hear back from trading standard on this myself.

We have the ongoing issue of the wrong bi-folds as well which was ordered by another person who has since left so once again they refuse to take any responsibility.

 

Do we have a leg to stand on legally?

eskbanker

Renoplum said:

On the order form for the front door no colour was specified. 

This is going to make it very tricky for you to succeed with any claim that it's the wrong colour, so if they're offering some sort of deal to sort it out then that may be more pragmatic than trying to go legal.

Renoplum said:

We are also having ongoing issues with the bifolds (they ordered the wrong size)

[...]

We have the ongoing issue of the wrong bi-folds as well which was ordered by another person who has since left so once again they refuse to take any responsibility.

Is the size different from what was ordered, or was it an error with the measuring prior to order?

pinkshoes

You are entitled to have what you paid for. If they measured up and ordered the wrong bifold doors, then that's their problem. If the person left the company (probably because they messed up the order) then that's also their problem. Tell them to put them right or you will seek a full refund to have someone else fit the correct size.

As for the door, if no colour is specified, then they should have come back to you and amended this and got you to re-sign the order. Make it clear to them that you ordered a front door to MATCH the windows, with the same colour front and back. Again, if their sales person made a mistake it is their fault and they need to correct it. I would accept the respray but entirely at their expense.

VohnnyJegas

pinkshoes said:

You are entitled to have what you paid for. If they measured up and ordered the wrong bifold doors, then that's their problem. If the person left the company (probably because they messed up the order) then that's also their problem. Tell them to put them right or you will seek a full refund to have someone else fit the correct size.

As for the door, if no colour is specified, then they should have come back to you and amended this and got you to re-sign the order. Make it clear to them that you ordered a front door to MATCH the windows, with the same colour front and back. Again, if their sales person made a mistake it is their fault and they need to correct it. I would accept the respray but entirely at their expense.

Disagree.

Maybe "no colour specified" means "white" on their order form, perhaps it means it should be the same colour as the windows.

There's a whole lot of unjustified assumptions in your statement.

Why did the customer not raise a complaint when they had specified a colour and the receipt showed "no colour specified"?

The obvious answer, is for the OP to refuse their offer of a respray, and source a door from elsewhere.

Jumblebumble

VohnnyJegas said:

pinkshoes said:

You are entitled to have what you paid for. If they measured up and ordered the wrong bifold doors, then that's their problem. If the person left the company (probably because they messed up the order) then that's also their problem. Tell them to put them right or you will seek a full refund to have someone else fit the correct size.

As for the door, if no colour is specified, then they should have come back to you and amended this and got you to re-sign the order. Make it clear to them that you ordered a front door to MATCH the windows, with the same colour front and back. Again, if their sales person made a mistake it is their fault and they need to correct it. I would accept the respray but entirely at their expense.

Disagree.

Maybe "no colour specified" means "white" on their order form, perhaps it means it should be the same colour as the windows.

There's a whole lot of unjustified assumptions in your statement.

Why did the customer not raise a complaint when they had specified a colour and the receipt showed "no colour specified"?

The obvious answer, is for the OP to refuse their offer of a respray, and source a door from elsewhere.

Or maybe it means pink
How do you know that the OP means that there was no colour specified ie nothing mentioning colour
I think the window company are in the wrong and are trying to cover up by making up fairy stories about carbon paper