Item ordered is too heavy for advertised use and too heavy to return - what to do?

user1977

dilby said:

However when they came they refused the delivery as the screen was not 21.3kg (I had used this weight as it's what their shipping label said), but 43.5kg. 

Are you comfortable that that's the actual weight? How has that been assessed? Did the couriers have scales with them?

sheramber

Was it delivered by courier or VP ‘s own transport? 

Couriers are usually very hot on items that are heavier than the declared shipping weight, which affects the price to deliver.

Undervalued

sheramber said:

Was it delivered by courier or VP ‘s own transport? 

Couriers are usually very hot on items that are heavier than the declared shipping weight, which affects the price to deliver.

Also the size and shape. In some cases that can be a bigger factor than the weight.

dilby

DullGreyGuy said:

Do you have a link to the product?

What is the construction of the wall you want to mount it to?

Thanks for the reply. The product is here. The wall is a standard plasterboard stud wall. I suppose one of my issues is that firstly should be enough, but also the fixings supplied aren't good enough for this and at that weight the only issue isn't the wall you attach it to, but the weight on the bath itself. It doesn't seem a product fit for purpose in which case I'm trying to work out what my rights are.

dilby

cannugec5 said:

If their shipping label declared a markedly different weight, then I wonder if they (VP) had actually sent you the correct product in the first place. 

I’m particularly interested because VP sent us the wrong sized shower tray  but in packaging labelled as the one we’d ordered. I sent them pictures as proof and they quickly sent the correct one. They never did send a courier to collect the incorrect one, but neither did they even suggest we needed to return it. 

Thanks, but yes alas they have sent me the right product. I have weighed it and it definitely is that weight. 

dilby

photome said:

If VP shipping label says 21 kg have they sent you the wrong panel ? If so they should replace at their cost

Could you use different fixing screws

Definitely the right panel; my only issue isn't the fixing, it's the weight on the bath and the continual straight from opening and closing. It's the weight you'd expect to see as a fixed unit on the floor. It's so heavy that you'd really require to fix from other side via a plate which is beyond a standard install.

dilby

Aylesbury_Duck said:

I'd be worried about the competency of a plumber who freely admits he fitted a screen that fell on a child just a few months ago.  Presumably he's the subject of an HSE investigation or an insurance claim, or both?

Or perhaps he was making it all up because he didn't want to do it or doesn't know how.  I suspect that's the case.

Possibly, but either way he's not wrong that it's a risk (I have a small child myself so definitely worked on me).

saajan_12

dilby said:

cannugec5 said:

If their shipping label declared a markedly different weight, then I wonder if they (VP) had actually sent you the correct product in the first place. 

I’m particularly interested because VP sent us the wrong sized shower tray  but in packaging labelled as the one we’d ordered. I sent them pictures as proof and they quickly sent the correct one. They never did send a courier to collect the incorrect one, but neither did they even suggest we needed to return it. 

Thanks, but yes alas they have sent me the right product. I have weighed it and it definitely is that weight. 

As in it is the 21kg or the 43kg? 

dilby

Okell said:

@dilby -  are you sure it weighs 43kg?  Can you put up a link to it?

I've got a bar and weight plates at home, and looking at the size of cast iron plates totalling 40kg I find it hard to believe that a glass shower screen probably about 1400mm by 900mm can weigh over 40kg

Of course if VP have sent you the wrong product in the first place, it's their responsibility to take it back at their cost - not yours.

When did you take delivery of the screen?

Can confirm it's that heavy - its beyond belief to me they think it's fit for purpose. It's to do with the glass thickness I'd say but I didn't imagine it would be that heavy when ordering it, and the product description doesn't mention weight. It's viewable here.

I do wonder if that's why theres a different weight on the shipping label; either that or they've found a loophole with their own courier service.

dilby

sheramber said:

Was it delivered by courier or VP ‘s own transport? 

Couriers are usually very hot on items that are heavier than the declared shipping weight, which affects the price to deliver.

They send it via palletways. I'm wondering if they've found a loophole in their systems they use with them. Either way i can't send it back with them ironically becuase its too heavy.