Advice on supplier refusing to refund or exchange shower tray

smuuudge

Hi everyone, we recently purchased a large stone resin tray from a well known online bathroom retailer, along with a number of other products. As advised we checked everything prior to install, all looked fine. 

Our plumber fitted the tray and has run water prior to tiling being done and it clearly has a pooling issue well away from the waste. This is a sizeable area of water about 25x15cm. There is clearly a defect in the level of the moulding that is retaining water. Impossible to see by eye but most certainly there.

Disappointingly, they have dissolved responsibility saying their ‘tech department’ state there was a sticker on the tray and instructions stating a ‘pooling test’ should be done prior to installation, which is categorically untrue. 

There was no sticker on the tray, I still have the wrapping from it, and the instructions are ambiguous at best and mention nothing about a pooling test. We are so disappointed and find ourselves in a catch 22 of having to fight to get some sort of compensation or replacement AND having a tray refitted that is fit for purpose at more cost.

I wondered what everyone’s advice would be. It’s nonsense to assume a fitter would do a test run, bedding in using a mortar mix, prior to fitting. As its not clearly been stated on receipt , we feel there is some blame game being used by the supplier and manufacturer to avoid replacement/refunds.

I now need to fight for a solution using my consumer rights and anything else we can use. 

All advice welcome.

Thanks in advance.

Ms_Chocaholic

Buy again and return the faulty one.