Advice on a incorrectly made UPVC doors.

Mark_and_Cath

We just ordered £18k worth of doors and windows from Eurocall to renovate our home.  All 4 French doors are wrong.  The problem is that they do not open in the correct order.

The quote has no handing diagram for the leaves and no key to explain the drawings.  Therefore, we asked the staff member to clarify and were told that they were drawn the way we wanted them.  Sadly, when they arrived they were all backwards.  The staff member now remembers things differently.

We complained and it was agreed that there was no handing diagram or key, but we were then told in an email that it did not matter because the drawings were 'industry standard' and we should have known what they meant.  I then asked for a copy of the industry standard and was told in another email that it was informal knowledge based on years of experience, and there was nothing actually written down to refer to.

So, Eurocell are selling doors and windows with no key on the drawings, no handing diagram and only the standard is set by the opinion of their staff.  How can they trade like this and pass the cost of the mistakes to the customer?

Currently, they are refusing to remake the leaves.  I need advice on what to do next.

Thanks all.

Aylesbury_Duck

Did you pay for any of it with a credit card or finance product?

tacpot12

Do you have home insurance? If so, check to see if you have legal expenses cover. If you do, call the legal helpline provided by your insurer. 

I would be inclined to take this complaint to court if you can do so. The judge will have none of the nonsense that Eurocell are currently spouting. If there is no key, and it requires industry knowledge to interpret the diagrams, no consumer can do this. It sounds like you asked a staff member to confirm what the drawings meant before you confirmed your order, and they confirmed that the handing/order was what you wanted. You relied on this when placing the order, so can rely on it as part of the contract.

The contract may have an "Entire Agreement Clause" which Eurocell may seek to exclude the staff member's interpretation, but excluding such a statement made by a staff member when specifically asked about this, might well be an unfair term of the contract.   

Mark_and_Cath

Aylesbury_Duck said:

Did you pay for any of it with a credit card or finance product?

Sadly not, we are funding the renovation with our savings.

Emmia

Mark_and_Cath said:

Aylesbury_Duck said:

Did you pay for any of it with a credit card or finance product?

Sadly not, we are funding the renovation with our savings.

That's a pity, even paying a small part of the cost with a credit card (which you could have paid off instantly with your savings, thereby not incurring extra charges) would have given you another potential route for recompense.

If this is part of a wider renovation, you may wish to consider using a credit card as the payment route in future.

Did you pay by bank transfer?

Mark_and_Cath

Emmia said:

Mark_and_Cath said:

Aylesbury_Duck said:

Did you pay for any of it with a credit card or finance product?

Sadly not, we are funding the renovation with our savings.

That's a pity, even paying a small part of the cost with a credit card (which you could have paid off instantly with your savings, thereby not incurring extra charges) would have given you another potential route for recompense.

If this is part of a wider renovation, you may wish to consider using a credit card as the payment route in future.

Did you pay by bank transfer?

Thanks. We paid using our debit card.  Does this help us at all?

born_again

Mark_and_Cath said:Thanks. We paid using our debit card.  Does this help us at all?

While there are chargeback rights on Debit cards.

I think the issue here would be 
We complained and it was agreed that there was no handing diagram or key,

Sadly should have been picked up when checking documents to ensure they matched what you wanted.

So in effect they have supplied as ordered & they are not faulty

the_lunatic_is_in_my_head

You could advise them the lack of the key and diagram is a misleading omission that is likely to alter the transactional decision of the average consumer which is a breach of the Consumer Protection from Unfair Trading Regulations 2008 giving you the right to unwind the entire contract and see what they have to say to that. 

Mark_and_Cath

born_again said:

Mark_and_Cath said:Thanks. We paid using our debit card.  Does this help us at all?

While there are chargeback rights on Debit cards.

I think the issue here would be 
We complained and it was agreed that there was no handing diagram or key,

Sadly should have been picked up when checking documents to ensure they matched what you wanted.

So in effect they have supplied as ordered & they are not faulty

That is the issue because we did check we were getting what we wanted so we believe they are bit as ordered.

Technically the order is incomplete because of te lack of written information on it.  I think we will have to see what a judge interprets the situation.  Damn stupid Eurocell trade on such paperwork but hey ho we can only move forward.  Thanks.