Advice pls - Wickey climbing frame missing parts and contractor unable to build so unexpected fee

KJ279

I bought a climbing frame kit from Wickey and it arrived missing all the hardware (bolts and metal parts).  I had arranged a contractor to come and install it safely but he couldn't because of the missing parts which was only apparent when unboxed.  I had to pay the contractor a call out fee for his time (which was sadly very expensive) and the climbing frame company is only willing to offer £25 in compensation despite my requesting it as a partial refund.  The contractor told me that this had happened with this company three times during his work in the last two weeks and all his customers were a bit upset to have to pay the fee.  Do I have any consumer rights to claim back the call out fee from Wickey?  My understanding is that Wickey is based in Germany - I don't know if that affects my rights?  Any advice welcome please.

Aylesbury_Duck

If they're based and trading from Germany then your rights are those described in German consumer law, so you'll need to look into that.

Was there any reason why you couldn't have checked that all parts were present before the contractor was booked?  If Wickey ask this question, you may need a good answer.  What do their terms and conditions say about consequential loss of this nature?

Alderbank

Traders who sell items requiring fitting and assembly like bathroom suites, flat-pack furniture, sheds, usually advise not to arrange contractor until whatever it is arrives and has been checked.

Are you sure there is nothing that looks like 'Beauftragen Sie den Auftragnehmer erst, wenn das Produkt eingetroffen ist und überprüft wurde'?

Alderbank

I've just had a look at the Wickey website.

The section about Construction and Safety says:

When should I contact an assembly service?

Ensure that the there are no parts missing from the delivery and that items are undamaged before you contact the assembly service.
That saves effort, time and costs, and your helpers can get to work without any hassle.