Extremely delayed and poor fridge exchange exp - what are my rights? Reasonable compensation?

finspaniard

Hello MSE and thank you for reading,

At the beginning of 2021 I bought a fridge-freezer from a known retailer. In October of 2022, the freezer stopped working, after a back and forth with the manufacturer, they provided me with an uplift number as the fridge-freezer was non fixable, but still on warranty, to take it to the retailer and ask for an exchange. This was on the 24th of November.

That day or the day after, I submitted an exchange form online. Never got contacted by their exchange team. As I went abroad, for 2 weeks I contacted 4 times with their Costumer Service via the webchat about the exchange and told all times I would be contacted by their exchange team. They never went back to me.

After I came back, I poped over the shop to ask for the exchange. It got arranged for a collection and a delivery (plus installation) 10 days later (already a month since I got the uplift number).

On the day of the delivery, they arrive with a fridge but nowhere they have stated that they need to collect the broken fridge, I showed them my paperwork and effectively, both things should have been arranged. Given I have no place to put the fridge, they connected their offices to come back and do both things another day. This was meant to be 4 days later, that day, 3h after the slot I got assigned I got a call that it needs to be rescheduled (nobody showed up). 

On the 3rd of January they arrive again to do the collection and the delivery, but upon arrival they realised they won't have enough time to do it as they need to remove the doors of both fridges, despite me telling them so via phone before the first delivery. New delivery arranged for 4 days later. Again, this time no one shows up and got a call that needs to be re-arranged for 10 days after. 

Went to the shop to escalate it. At this point the fridge also stopped working completely! Got a new delivery for the 10th (despite their texts and website telling me it will be delivered on the 16th). That day, nobody shows up, later that day I discover that the fridge didn't even come from the main hub. They rearrange it for the 11th (their system telling me the 18th), at this point I'm freaking out due to the total mess and the track record of failures and misinformation. But finally, on that day the collection and the delivery happen... 7 weeks after I got the uplift number. 

I've complained to their resolution team and they offered £50 as gesture of goodwill which I've refused and they upped it to £75.

First and foremost, what are my rights? I can tell for reading other posts that the exchange should have happened on a reasonable time which I can quantify on 2 weeks, but it took 7.

Not only that, I had to submit my claim 6 times, when it should have been just once (maybe twice, let's be nice). But also I have to be available at home for the delivery 6 times, 3 of which they didn't even show up. Again, this should have been just once, maybe twice after they got it wrong the first time, but not 6.

I was left without a working freezer for 7 weeks, which I think 5 of them is the retailers fault. And 4-5 days without a fridge, again due to all that mess. 

Am I entitled to more compensation? Should I take it to the small court claim? The initial £50 barely covers the food, plus all the hassle and stress their mess and failed deliveries caused.

km1500

£75 seems more than reasonable to me - how much were you expecting?

If you want to go to court you will need to prove your losses (and not £10 an hour for waiting in)

Also check the T&C which you agreed to - they may well say they can't guarantee delvery times etc

HillStreetBlues

Take the £75,  or you could try and get it rounded to £100.

You would need to show actual loss if you take it to court "hassle" isn't covered.