Can a retailers Purchasing T&C's supersede UK Consumer Law?

CurlyT

Thanks Okell, I have sent another fully objective and factual email to their customer services, requesting it be elevated to a more senior department.  I know this will probably put this persons nose out of joint, but we are going around in circles.  Let's see what happens.  I can't believe that this is dragging on so long...

CurlyT

All, update for reference.  The latest email that we escalated was answered yesterday by a "senior complaints team handler".  Her immediate response was to apologise profusely to what had gone before and advise that she would be speaking with their supplier to tell them to supply a replacement.  We then received further correspondence a couple of hours later to advise it will be delivered on Friday.

We did Cc the CEO email address (not sure if that had any effect) but at least it appears to be sorted now.

We did ask for a refund as we had to order a new toilet elsewhere, however, that only arrives today so we can send that one back and accept the Homebase replacement.  Didn't want to push the point by trying to demand a refund now after we had had some movement!

Again, thanks all for your valuable information and discourse, it definitely helped, and I suppose this is another example that we have to stick to our guns with things like this.  Whether by lack of experience or design, companies will do their best to get out of their obligations if they are allowed.

Cheers.

Okell

That's good to know.  thanks for the feedback.

I think you are spot on with this observation:

CurlyT said:

... Again, thanks all for your valuable information and discourse, it definitely helped, and I suppose this is another example that we have to stick to our guns with things like this.  Whether by lack of experience or design, companies will do their best to get out of their obligations if they are allowed.

Cheers.

Some companies will fob you off with any old blarney to get out of their legal obligations and to grind you down so that you give up.