Warranty issue, where do I stand

mountainmanni

We purchased, in April 2023, a Santorini Hot Tub from a large online retailer (who were selling on behalf of the brand). We must have checked out as a 'guest' when the transaction was made as when we login to our account on the retailers site it showing theres no orders for us. 

We through the warranty on the product was only 1 year, in which case we thought was now up. 

The product has developed an issue, so we contacted the manufacturer who was able to tell us the warranty is registered with them and that in fact there is a 2 year warranty on the product, which is great. 

However in order to claim from the warranty we have to upload 'proof of purchase' to the manufacturers website - a receipt of email of the original transaction.. As we thought the years warranty had passed we no longer have the original order email / confirmation - our fault for deleting, but just assumed as we'd had no issues in the first year and that we thought the warranty was up we no longer needed this. 

We have also provided the manufacturer pics of the product, the serial code and manufacturers code on the side.. But it's the proof of purchase thats preventing us getting this sorted. 

We contacted the online retailer and they said they cant confirm our purchase without an order number. We have provided purchase date, purchase amount, full contact and delivery details and bank statement showing them all the above and when transaction was made (only think bank statement doesnt show is items purchased). 

So where do we stand? We can, to a certain extend, prove a purchase was made online as bank account shows that, but the retailer said they cant provide copy receipt without an order number. Surely in this day and age they can do a search for an amount, a postcode, a transaction date and confirm what we purchased, but they are refusing to do so. So we have a faulty product, thats within warranty that they won't provide a copy receipt for. 

We tried speaking to a manager in a local store, but they said their systems aren't linked to the line systems and can't help.. 

Any help or guidance is greatly appreciated. 

Devongardener

Are we sure you have permanently deleted the email?  I think Gmail send deleted emails to the trash bin but they remain there.
Theoretically there should be several emails, such as acknowledgment of order, despatch details as well as the invoice, s search of the company name should find anything still there in any section.

powerful_Rogue

Submit a Subject Access Request to the retailer and see if that comes back with your proof of purchase.

mountainmanni

Issue Resolved. 

After 3 weeks of getting no where with about 10 different support staff, all citing GDPR around not being able to give me a duplicate copy of my order... I went online to companies house, found the directors names, looked up the CFO on LinkedIn, privately messaged him with all the info and with 24 hours he had a member of the finance team email me a copy receipt. The power of LinkedIn! 

Thanks for the suggestions folks. I was just about to compile a lengthy Subject Access Request.. No need now.