Composite door refund

shakey67

Hey guys, 

I hope someone can help me and point me in the right direction. 

I ordered a new composite door through a double glazing company local to me. 

The door arrived but is in the wrong colour.  The double glazing company have picked the door up to return it to be re-coated the correct colour. 

Simply, do I have a right to a refund or do I have to accept the replacement in the correct colour ?

thanks for your time

CliveOfIndia

As long as you notified them within 30 days then you are entitled to a refund if you wish.

But, if the upshot is that door will be returned to you in the correct colour, wouldn't that be a satisfactory outcome?

shakey67

Thanks for the quick reply. It would be satisfactory but the lead time is another 4 weeks which I find unacceptable. Even if I have to wait longer from someone else ! Can’t abide poor customer service. 

It was obviously made to measure. Does that make a difference ? Also, could you point me to where I can find the information online to back me up? I have googled, but can’t seem to find what I’m looking for. 

CliveOfIndia

It's your choice, of course, but I don't think it sounds like poor customer service - more like a genuine error which they have said they will rectify.  And if the replacement will arrive sooner than if you order from somewhere else, isn't that kind of cutting off your nose to spite your face?

Whatever you decide, your rights are detailed under the Consumer Rights Act (which superseded the Sale Of Goods act quite a few years ago).  If you Google for Consumer Rights Act you'll find any number of references, but this one from Which seems to explain it fairly clearly: https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

shakey67

Thanks so much for the information. It’s very much appreciated. 

I do disagree regarding the customer service though. Taking 4 weeks to rectify an error, isn’t good customer service. As per their own words. They need to re coat the door. Not make a whole new door and frame. As far as I’m concerned it should be done as a priority. 

So yes it is kind of cutting my nose off to spite my face. But hey ho. Sometimes you have to stand up for yourself. 

Once again, thank you. It’s helped massively. 

lincroft1710

It will probably take about 30 days after the door has been picked up for the refund to come through

sheramber

No guarantee you will get better service from another company.

CliveOfIndia

shakey67 said:

Taking 4 weeks to rectify an error, isn’t good customer service. As per their own words. They need to re coat the door. Not make a whole new door and frame.

I guess it depends to some extent on the size of the company - is it a small independent firm or one of the large national chains?  Some companies will do the whole lot - manufacture the doors from scratch in their own factory, do the design and fitting, the whole caboodle.  Or it may be the case that they outsource the manufacturing to another company, which could potentially be hundreds of miles away.

If it's the latter, then they've got to ship the door back to the manufacturer, get them to respray it, wait for them to return it, then get it back to you and refit it.  And respraying it properly won't be a 5-minute job, it's not just a case of slapping on a coat of B&Q value emulsion with a brush.

It's obviously your choice at the end of the day, I'm just trying to give an idea of what may be involved from the company's perspective.

the_lunatic_is_in_my_head

Hello OP

I would haggle for a bit off due to the trouble if you haven't you paid in full but yes within 30 days you can exercise the short term right to reject and receive a refund. 

Exodi

To the other posters above, as the goods are made to measure (bespoke), is it not a possibility that these goods are exempted from the cancellation rights of the CCR (appreciate this is on a case by case basis), as presumably the bespoke door is nearly worthless to the trader.

The door has clearly already been produced, just in the wrong colour.

shakey67 said:

So yes it is kind of cutting my nose off to spite my face. But hey ho. Sometimes you have to stand up for yourself. 

I don't understand your position at all to be honest, I don't think anyone does.

Personally it sounds like it will end up being a massive drama trying to stitch up the local double glazing company while they fix the issue, and I'm all about a drama-free life, but good luck with whatever it is you're trying to achieve.

the_lunatic_is_in_my_head

Exodi said:

To the other posters above, as the goods are made to measure (bespoke), is it not a possibility that these goods are exempted from the cancellation rights of the CCR (appreciate this is on a case by case basis), as presumably the bespoke door is nearly worthless to the trader.

Correct if change of mind under CCRs but if the goods do not conform under the CRA then short term right to reject applies regardless of bespoke (made to the consumer's specifications or are clearly personalised)