Changing our mind on flooring

Thfcchris

Hi - long story short, we needed our ground floor leveled urgently before our kitchen was installed but hadn’t decided on a floor.

we went to a local flooring company who quoted us for the a floor and materials (as a placeholder until we chose one) which we’ve paid for at £4000 plus fitting seperately.

we have had the levelling done but unfortunately my wife has found a different flooring online.

i have asked the company if we can be refunded for the flooring (which they haven’t even ordered yet) and we pay for the work that has been completed, they have refused saying our only option is to get floor from them or lose the money.

where do we stand on this please?

thanks

chris

MeganByers

if they haven’t ordered the flooring yet, it’s pretty unreasonable for them to refuse a refund. Unless the quote clearly stated it was non-refundable, you might have some leverage. i'd recommend checking the terms of your agreement or invoice — any mention of cancellation or refund policy?

-also, try speaking to them again, maybe in person if possible — sometimes a calm chat can go further than emails. If they still refuse and you've paid by credit card, you might be able to do a chargeback for undelivered goods.

-worst case, a quick chat with Citizens Advice or Trading Standards could help. You do have rights — don’t let them push you around xx Good luck xx

DE_612183

what does the contract say - if you've paid for "supply & fitting - flooring to be advised / chosen at a later date" - that's the contract you've entered into and agreed.

I'm surprised the flooring company are being so intransigent, but perhaps they need the work.

Thfcchris

So, maybe bad on my part, but I don’t have any invoice or contract or anything.

Ive used them before and they always take the money upfront so didn’t think about it and just (naively) used my debit card.

Ive just spoken to them a second time over the phone and just said, black and white, we either get a floor from you or you won’t refund and he said yes

Emmia

Could they order and fit the flooring your wife has found?

Thfcchris

Emmia said:

Could they order and fit the flooring your wife has found?

They have refused to do that as the quality is lower than what they supply 

Emmia

Thfcchris said:

Emmia said:

Could they order and fit the flooring your wife has found?

They have refused to do that as the quality is lower than what they supply 

Can they supply something which is a close match, or is the issue that there would be a significant cost saving by using your wife's choice, and that's partly what is driving this?

Albermarle

Ive used them before and they always take the money upfront so didn’t think about it and just (naively) used my debit card

As you are finding out, normally best not to pay people in advance.

You could maybe threaten to make negative noises about them on local social media, google reviews etc ?

silvercar

Thfcchris said:

Emmia said:

Could they order and fit the flooring your wife has found?

They have refused to do that as the quality is lower than what they supply 

Why are you going for a low quality product? you are paying for the prep, paying for the labour, surely it makes sense to get a reasonable quality product.

MysteryMe

There is only the word of the trader that the other product is lower quality.

They have you over a barrel  OP and you have been unwise not to have any paperwork when you have paid money in advance