Wrong door supplied

6 Posts

I ordered a new composite front door from a local company (in Northern Ireland), paying £500 as a deposit. I have a copy of the quote and acknowledgement of the deposit, but I wasn't asked to sign a contract. I chose the design and colour from their standard brochure. There was a delay of over 5 months, and I had multiple problems with them not returning calls or emails bouncing back as 'undeliverable.' After 5.5 months, I contacted them and said if it wasn't fitted by end of September I was going to cancel the order. A week later, they told me it was ready to fit.
Except it was the wrong door. I ordered a solid door-there are two full length glass sidelights so I wanted a solid door. But they've supplied a glass door with a coloured frame. It's absolutely awful, with the sidelights and completely see through door it's like I'm in a goldfish bowl.
The fitter has told me that they can't supply the door I ordered in the colour I wanted, even though it was a standard colour in the brochure. That means I'm stuck with the glass one-the frame for the door and sidelights comes as one big unit, so if I get a solid door now, it won't match the colour of the frame. All they've offered is changing the glass to opaque for some privacy.
As far as I can see, they've failed to provide me with what I ordered, but I don't have a signed contract, just the estimate. I could ask that they return it to what it was, except it was hardwood double glazing which they don't do. The fitter is going to get the office to contact me tomorrow. Can I legally refuse to pay any more? The full cost was going to be £1700, I've paid £500 so far.
Except it was the wrong door. I ordered a solid door-there are two full length glass sidelights so I wanted a solid door. But they've supplied a glass door with a coloured frame. It's absolutely awful, with the sidelights and completely see through door it's like I'm in a goldfish bowl.
The fitter has told me that they can't supply the door I ordered in the colour I wanted, even though it was a standard colour in the brochure. That means I'm stuck with the glass one-the frame for the door and sidelights comes as one big unit, so if I get a solid door now, it won't match the colour of the frame. All they've offered is changing the glass to opaque for some privacy.
As far as I can see, they've failed to provide me with what I ordered, but I don't have a signed contract, just the estimate. I could ask that they return it to what it was, except it was hardwood double glazing which they don't do. The fitter is going to get the office to contact me tomorrow. Can I legally refuse to pay any more? The full cost was going to be £1700, I've paid £500 so far.
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Replies
Can’t help but think that you’ve really not helped yourself though by staying in your study all day, oblivious of what the fitter was up to or even to what he was installing! No need to stand there and watch him all day but at least check what’s he’s fitting. The fact that he’d have no doubt been there all day, it’s difficult saying to the company that you didn’t realise it was the wrong door.
Either way, good luck - you've ordered X and had Y installed, so Sureseal are at fault - they should definitely have told you about the door before installing it.