Fencing panels - bespoke but not supplied correctly

CookieSwirl

Hello All - I ordered online some picket fencing panels which were to a specific size, hit and miss fence style for privacy, with an adjustment to fit into concrete posts rather than usual wooden posts. The fence, when delivered, was single sided picket fence, so gaps between palisades. It is not hit and miss. It also has one timber extensions on the end (approx 20mm) and so will not fit into a regular concrete post slot of 50mm. They say I ordered incorrectly. I tried to cancel and get a refund but they won't do so. What would my rights be? Their website states bespoke items won't be refunded, but I did not accept the delivery and returned them to their factory. Thanks in advance.

MyRealNameToo

You ordered off a website?

Do you have a link to the product?

Have you checked your order confirmation to see if you did make a mistake?

CookieSwirl

MyRealNameToo said:

You ordered off a website?

Do you have a link to the product?

Have you checked your order confirmation to see if you did make a mistake?

Hello - it is a bespoke size panel; they normally do not make 'hit and miss' - with palisades on both sides - so did not have a picture. But I clearly explained exactly what I needed. She says, she did not write 'hit and miss' on her actual order form, which I paid, so it's not her fault it was not stated. But I have an email chain in which she agrees hit and miss is fence you cannot see through for privacy, and that's what I asked for. I definitely didn't make a mistake, but this is all in emails, not an actual separate order form.

Okell

CookieSwirl said:

MyRealNameToo said:

You ordered off a website?

Do you have a link to the product?

Have you checked your order confirmation to see if you did make a mistake?

... But I clearly explained exactly what I needed...

How did you explain "hit and miss" fencing to her?

I ask because I don't know what it is so I'm interested to know what you told her and whether I'd understand

Alderbank

I don't know who 'She' is. Is she the employee who actually makes the bespoke fencing or is she an office worker?

You know that hit and miss is not their normal product. With respect, I think that what you wrote on their order form is 'what you asked for' regardless of what discussions you might have had with other people.

Edited to add:

...or do you mean that she wrote the order form and you didn't see what she had written? It's not very clear.

sheramber

Can palisades not be added to the back to cover the gaps?  Is that not what a hit and miss fence is? 

Can the wooden extension not be removed and the correct size fitted? 

Boohoo

sheramber said:

Can palisades not be added to the back to cover the gaps?  Is that not what a hit and miss fence is? 

Can the wooden extension not be removed and the correct size fitted? 

https://www.bradfordbrothers.co.uk/hit-and-miss-double-sided-palisade-fencing-panel-857-p.asp

Link to the fences but not the OP's as they have not named the company.

sheramber

Boohoo said:

sheramber said:

Can palisades not be added to the back to cover the gaps?  Is that not what a hit and miss fence is? 

Can the wooden extension not be removed and the correct size fitted? 

https://www.bradfordbrothers.co.uk/hit-and-miss-double-sided-palisade-fencing-panel-857-p.asp

Link to the fences but not the OP's as they have not named the company.

Which is two sides of palisades alternating, so there are no gaps to see through as I said above.

All that is needed for the company to fix palisades to second side. 

molerat

sheramber said:

Boohoo said:

sheramber said:

Can palisades not be added to the back to cover the gaps?  Is that not what a hit and miss fence is? 

Can the wooden extension not be removed and the correct size fitted? 

https://www.bradfordbrothers.co.uk/hit-and-miss-double-sided-palisade-fencing-panel-857-p.asp

Link to the fences but not the OP's as they have not named the company.

Which is two sides of palisades alternating, so there are no gaps to see through as I said above.

All that is needed for the company to fix palisades to second side. 

But that would take a lot of timber or look weird.  Single sided probably has 12mm gap between the planks whereas double sided probably 50mm.

Okell

Boohoo said:

sheramber said:

Can palisades not be added to the back to cover the gaps?  Is that not what a hit and miss fence is? 

Can the wooden extension not be removed and the correct size fitted? 

https://www.bradfordbrothers.co.uk/hit-and-miss-double-sided-palisade-fencing-panel-857-p.asp

Link to the fences but not the OP's as they have not named the company.

I thought it must be something like that, but what is the point of it?

What is it's advantage over a conventional wooden fence?

Alderbank

Fences are very vulnerable to wind pressure.

The beauty of a hit & miss fence is that it gives good privacy with much less wind resistance.