Inaccurate description on website

Okell

skymole said:

...One thing I'm not now sure about is as follows. The initial two agents we spoke to on the phone indicated that they would make up the shortfall. So if on the basis of these calls we arranged for the contractor to continue laying the floor, it means we cannot return it for a refund. I think in these circumstances it would be reasonable to expect that they remedy the situation by providing the additional boards to make up the order according to their description. The only problem is that these were just phone calls and they may deny having agreed to remedy the shortfall...

Well if it ever gets to you taking court action it comes down to a question of "he said/she said" and who the judge decides is more likely to be telling the truth - you or the supplier.

Let's hope it never gets to that, so stick to the facts and make sure that the supplier understands that you only went ahead with the installation because the supplier's employees assured you that they would make up the shortfall.  And that if the supplier doesn't honour that assurance and doesn't make up the shortfall you will be taking legal action against them.

I know it's too late now but I would advise anybody in your situation when complaining about something to a trader by 'phone to record the call and/or demand confirmation in writing (email will suffice) of what has been agreed.

Despite what many people think it's neither illegal nor unlawful to record a conversation that you are a party to.  I don't think you even have to inform them that you are recording it, but I'd suggest you do inform them.  If they aren'y happy about being recorded then you immediately have a pretty good idea about how honest they're going to be!

Whether you record it or not always follow up with confirmation in writing.  Just send them an email: "I want you to confirm the content of the 'phone converstaion I had today with nnn at ttt.  We agreed that xxxxxxxx.  Please confirm this agreement by return email within tt hours".

If they don't confirm you should assume that they will not honour what they told you over the 'phone...