Defect front door - who is my contract with?

the_lunatic_is_in_my_head

Sounds like you can reject OP but you can also seek a price reduction, question is would some money back resolve the matter for you? If not push for a refund and buy a new door. Company is on the hook for the costs involved. 

That said holding fire for a short while to see if the manufacturer will agree a new door at no cost to you might be pragmatic. 

TELLIT01

The door and frame seem to have been provided as a single purchase to whether the issue is with the actual door or the frame is really academic.  There is a fault with the purchased product which needs to be sorted out.

godoors

Looking_fabulous said:

We had a new front door fitted in February and have been back and forth with the company who we bought it from regarding defects with it.  The company who made the door have supplied different colour pens which are not the correct colour.  We have requested a new door but they just keep coming back with different colour pens to try.  We have now been informed by the company who supplied and fitted it that they have given our details to the manufacturer who are going to contact us directly.

I thought my contract was with the company who sold us the door and fitted it so why are they now passing it to the manufacturing company?

Can someone please advise if we just need to keep fighting with the suppliers/fitters of the door.

We see this situation quite a lot in the trade. Your contract is always with the company that supplied and fitted the door, even if the door itself was made by another manufacturer.

In most cases, the supplier works with the manufacturer to resolve colour or finish issues, but it’s still their responsibility to make sure you’re happy with the end result.

If the problem is mainly cosmetic, they’ll usually try repair options first before agreeing to a replacement. That’s normal in the door industry as replacements can be costly for both sides.

If the colour mismatch or finish fault is clear from the start, you’re within your rights to request a full replacement. Just keep everything in writing and give them a clear deadline to respond, that tends to move things along faster.