Wrong goods received 19 January at 11:20AM in Consumer rights 13 replies 331 views

Mattyk_

Hi wondering if anyone can offer some advice on my problem. To summarise simply (can expand into detail if required) I ordered some tiles which were received didn’t quite look as good as the picture online but while disappointed continued to fit them. Unfortunately one of the packs was broken so contacted customer services for a replacement which was sent. But when the replacement pack was received it was exactly like the picture. Comparing the labels the original received tiles are labelled “Statuario Mercury (Glossy)” and the replacement pack is labelled “Statuario Mercury Azul (Glossy)” so with some research online I can see they have absolutely originally sent me the wrong tiles. They claim they sent the correct tiles and as I fitted them it goes down as “accepted as received” and they won’t offer me anything haven’t even offered to change the replacement pack with some that match. Can anyone offer advice on what rights I have in this situation? Thanks

HillStreetBlues

What do you want the outcome to be?
Was it a on-line only transaction? (any stored to return tiles to?)

Aylesbury_Duck

Presumably you want the replacement pack to match the ones you've fitted?

How much would it cost to buy a replacement pack?  In the grand scheme of things, it might be best just to do that rather than enter what could be a protracted dispute.  You might end up "winning" only to discover the tiles you want are discontinued.  You could still try and chase a return and refund of the replacements they've sent, but it wouldn't risk jeopardising your DIY project.

Mattyk_

It was an online store yes.

-At bare minimum I want a pack of tiles that match the ones I have fitted before I knew they were incorrect.

-Preferably I would also like some money back as they have supplied the wrong tiles.

- And in an ideal world id like to rip out the incorrect tiles and replace them for correct tiles but i doubt that will be possible. 

Thanks

DullGreyGuy

When did you order them and receive the originals?
Did you buy online or in store? You mention an online picture but dont say if you actually bought online.
Can you see the tiles that you received online to be able to order them?

If you received the originals within the 14 days and you ordered online you'd still be within your statutory cooling off period to reject the box that is the replacement. You could then reorder the ones that match the description of the ones you've already put up. 

It becomes much more complex if you want to return the ones already stuck to your wall!

Aylesbury_Duck

Mattyk_ said:

It was an online store yes.

-At bare minimum I want a pack of tiles that match the ones I have fitted before I knew they were incorrect.

-Preferably I would also like some money back as they have supplied the wrong tiles.

- And in an ideal world id like to rip out the incorrect tiles and replace them for correct tiles but i doubt that will be possible. 

Thanks

1. is the sensible route I'd have thought.  If you didn't notice the difference, it can't be that much of a problem?
2. I'd say you're down to goodwill considering you've stuck them to the wall.
3. It's possible, but it would almost certainly be at your own expense, and then there's (1) to consider.  Are they really that different?

Mattyk_

Aylesbury_Duck said:

1. is the sensible route I'd have thought.  If you didn't notice the difference, it can't be that much of a problem?
2. I'd say you're down to goodwill considering you've stuck them to the wall.
3. It's possible, but it would almost certainly be at your own expense, and then there's (1) to consider.  Are they really that different?

Essentially they were supposed to have a blue tint to the marble effect which matches a theme for where they are fitted which really wasn’t present I did notice but as they are the same style I just thought it’s how they were supposed to be and as I said disappointingly fitted them. The company further annoyed my by claiming the original tiles were correct when I went back to them about the colour mismatch and tried to blame it being from different batches. Luckily I had the labels to back up the fact they were different. Their customer services are also appealing I reached out to them last Friday with this and only received a response yesterday and am still waiting for their next response. I have found the tiles elsewhere so I can get some that match but I really don’t feel like letting the company get away with such terrible service.

Aylesbury_Duck

In which case, leave a factual review.  I can't see what you're going to gain by entering a dispute with them, but if you have the time and patience to do so, you may wish to proceed.

Mattyk_

Aylesbury_Duck said:

In which case, leave a factual review.  I can't see what you're going to gain by entering a dispute with them, but if you have the time and patience to do so, you may wish to proceed.

Had they come back and been decent about their mistake and said they would at least offer a replacement so my tiles matched I would probably have just taken the loss on them being incorrect as I made the mistake of fitting them too but it’s the fact they tried to be deceptive about it that I really don’t like so I’m more than happy to get the matching tiles elsewhere and take it as far as I can. It’s more about the principle for me and looking at their reviews I’m not the only person who they have given terrible service to 

Aylesbury_Duck

Fair enough.  Just be warned that you can spend an awful lot of time and money on principles and still not "win".

eskbanker

Mattyk_ said:
Their customer services are also appealing I reached out to them last Friday with this and only received a response yesterday and am still waiting for their next response.

They don't sound very appealing