faulty goods bought online help

eastie_2

Hi, 
I bought some click floor tiles online from a UK Company and after fitting them myself as had done on many occasions in my home before they started to crack on the joints and were brittle and they started delaminating.
I contacted the UK company I bought them from and they said that they would contact their supplier in Italy but after 4 weeks the Italian supplier have not replied after sending in pictures and filling in a a claim form from them .
I purchased the tiles for a total of £1800 by Debit card.
what is the best course of action to put pressure on them
regards
Neil 

tightauldgit

Presumably to write to the retailer and advise them that you are rejecting the goods on the grounds they are not of satisfactory quality and would like a full refund and advice on how they would like to deal with the return. Your contract with them has nothing to do with their Italian supplier so you don't need to wait on any reply from them. 

eastie_2

Thanks for the reply TAG.
we have already stated this but they said
QUOTE  because the flooring has been laid its a warranty issue , it now comes down to the manufacturer for resolution as this is the right proceedure that they have to follow.

the_lunatic_is_in_my_head

eastie_2 said:

Thanks for the reply TAG.
we have already stated this but they said
QUOTE  because the flooring has been laid its a warranty issue , it now comes down to the manufacturer for resolution as this is the right proceedure that they have to follow.

Hello OP

That isn't correct, laying the floor doesn't mean you aren't able to reject it or seek a remedy. 

Are you looking for a refund or a replacement?

If a refund, how much time was there between delivery and first contacting them about the issue?

Okell

If the tiles sold to you by the retailer are not of satisfactory quality, or otherwise fail to conform to contrcat, then that is a consumer rights issue and not a warranty issue.  The fact that the defect or fault has only become apparent after the tiles have been laid is irrelevant.

The relevant law to refer the retailer to is contained is ss 9 and 10 and ss 19 - 24 of the Consumer Rights Act 2015.  (MSE won't allow me to post a direct link)

eastie_2

the_lunatic_is_in_my_head said:

eastie_2 said:

Thanks for the reply TAG.
we have already stated this but they said
QUOTE  because the flooring has been laid its a warranty issue , it now comes down to the manufacturer for resolution as this is the right proceedure that they have to follow.

Hello OP

That isn't correct, laying the floor doesn't mean you aren't able to reject it or seek a remedy. 

Are you looking for a refund or a replacement?

If a refund, how much time was there between delivery and first contacting them about the issue?

I am after  a refund

sheramber

When did you buy them?

tightauldgit

eastie_2 said:

Thanks for the reply TAG.
we have already stated this but they said
QUOTE  because the flooring has been laid its a warranty issue , it now comes down to the manufacturer for resolution as this is the right proceedure that they have to follow.

Yeah as others have said that's not right. Your consumer rights trump any warranty rights and you are rejecting the items under the Consumer Rights Act. They might WANT you to wait for the manufacturer to resolve it but they can't insist on it. 

sheramber

Are the tiles faulty or is it user error?

km1500

what happens if the supplier says they weren't laid correctly ?

They were laid by the OP who (presumably) is not a qualified fitter.

tightauldgit

km1500 said:

what happens if the supplier says they weren't laid correctly ?

They were laid by the OP who (presumably) is not a qualified fitter.

Would be up to the supplier to prove that poor fitting has caused the damage. Doesn't really affect what the OP should do at this stage.