Wrong door supplied 22 September 2022 at 3:27PM in Consumer rights 14 replies 618 views

chubalubs

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. 

baser999

If they’ve failed to deliver what you’ve ordered why would you even consider paying them any more? Ask for your money back, go elsewhere unless they can give you a definite delivery date

chubalubs

The fitter says he's been trying various suppliers and no one can provide that combination of colours (red on the outside, wood on the interior). If they can't supply it, why is it in the brochure? And if they can't supply it, how was I able to get the frames in that combination, but not panels? I feel like none of them are being honest-at no point did anyone say that colour combo wasn't possible. I can't help but think that when I threatened to cancel the order because it was taking too long, they stuck in any old door so that I wouldn't. Nobody has mentioned money yet, but I think my alternatives are that they make good and give me what I ordered and I pay, or they remove the installed door, restore my old door and windows and give me my deposit back and I'll go elsewhere. I've already had the fitter on the phone trying to talk me into sandblasted glass because that would look modern, he's acting as though is no big deal and I'm fussing over nothing. The office is telling me that the supplier had been lying to them and that the supplier changed the door style without telling them. They have paid the supplier in full and can't get that money back now, allegedly, so they will charge me cost price for the door installed, and as a "bonus," they won't charge me for installing more private glass panels. ?? Why should I pay for a door I don't want just because the company have paid the supplier up front?? 

marcia_

 Why did you fit the door if was the wrong one? 

chubalubs

The supply and fitting was all done by the same company-they ordered the door and were responsible for fitting it once it arrived. The company say their supplier changed the order, and they weren't aware of the change until the order arrived in the workshop. I said they should have told me then, as soon as they found out they hadn't got the right door and it wasn't what I'd ordered because I would have refused to have it fitted.  I was working in the study all morning while they were fitting it, so I didn't see it until my old door and windows were out and the new one in place. As soon as I came out, I said that's not what I ordered, and the fitter acted like he was surprised. But from what the office just told me, they knew it wasn't the correct order, but they'd paid the supplier so now they think I'm just going to pay them.  

marcia_

 I wouldn't pay, just tell them to remove it and take it back and install what you ordered or something you choose.

baser999

Totally down to the door company to make good - either supply and fit the door as ordered or give you your money back. You placed an order for a specific door and regardless of their suppliers it’s not the door you ordered.
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. 

chubalubs

It was a 3 meter wide opening in the front of the house and it was cold, dusty and draughty because they were digging out brickwork.  I was WFH and a room away if they needed me, and I came out intermittently to offer coffee.   I saw the frame going in because I wanted to check the red colour (to buy a coordinating post box) and the two sidelights, and they were all in order, and they had the door fitted in between coffee runs. Maybe I'm stupid to actually trust tradesmen to do their jobs? 

redped

Which company was it?  I'm asking because I'm also in NI and am planning on replacing our front door with a composite one soon, so would like to know who to avoid

chubalubs

redped said:

Which company was it?  I'm asking because I'm also in NI and am planning on replacing our front door with a composite one soon, so would like to know who to avoid

Sureseal NI. My neighbours on 2 sides got their doors and windows done via them and were very happy with the work, so that's why I went with them. 

redped

Ok, so the link on their site doesn't work but it refers to Palladio doors in the URL.  Palladio have their own "design your door" page at https://designer.palladiodoorcollection.com/retail so you could try that to see if you can still build the configuration you wanted.  If you can build it, a phone call to Palladio to check if it's definitely available would tell you if Sureseal are telling the truth that it's not available, or making up a story to cover the fact they've ordered the wrong door.  It won't get you the door you want, but may be helpful ammunition in the discussion with Sureseal.

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.