shop won't refund on surplus tiles!!!

Pennylane

A few weeks ago we ordered nearly £1000 worth of tiles for our new bathroom. We asked at the time if we could return any surplus tiles and were told that we could provided they were still in the unopened box.

The bathroom was completed and we had some boxes over (unopened) which were about £80. We took them back to the shop and were told that they would ring the supplier and SEE if they would accept them back!:rolleyes: I explained that we were told it would be fine but they insisted they had to check.

Now they are saying that the supplier is on a different batch no. and won't accept them back.:eek: I am so annoyed because we specifically asked about this. Also there is nothing at all on the invoice or any of the paperwork nor on their website. They currently have the tiles which we returned and obviously we paid in full when we bought them. I cannot believe that they are not sticking to their word now. They are not faulty in any way just surplus to our requirements.

Whether its wallpaper, tiles or anything in the DIY line, I've never had this problem before. We always ask and obviously if we were told that their might be a problem then we would either pay on those terms or go elsewhere!

C_Ronaldo

Have you tried calling the head office

Pennylane

Thanks for replying C Ronaldo. They just have the one shop and I have been given the Manager's name to write to.

globalds

Have you got some spare tiles to keep in case anything goes in the future ,Shower riser or Radiator and you need to patch up with a few tiles .
It would be a nightmare if you couldn't get a match .

Blacksheep1979

Did you order over the phone/internet?

brightonman123

ypyour contract is with the shop, not the supplier. did you get any 'returns' agreement in writing- on any invoice / receipt..?

i guess you could put up on ebay, if they dont go for 'these ones are (oops, now they are) broken, and not of merchantable quality..

Pennylane

Yes, we've kept a few spares. I realise my contract is with the shop and not the supplier.

We didn't buy them off the internet - we bought them locally and went in person. Because they were expensive we asked (as I said in OP) whether we could return them if we didn't use them all. We were told that this would be OK and so we went ahead and paid for them.

These were all wall tiles. We also needed some floor tiles and couldn't see what we liked there so we went to a DIY chain and bought those. They have stood by their promise to take back any complete unused boxes - no problems at all.

Blacksheep1979

Tbh (and it's slightly naughty) if you threaten legal action and stick to it they'll probably fold simply because the legal costs will be more than the £80 you're claiming.

Pennylane

Thank you Blacksheep. I have posted a letter to their Manager and I have also discovered who their Managing Director is and will send him a copy too.

What particularly annoys me is that we were TOLD we could return them. We like to support local businesses, which is why we chose to shop there. We could easily have gone to any major DIY chain and given them our cash ... and several people have commented that they have got REAL value for money on their tiles AND been able to return them to the Big Boys!!:rolleyes:

In this instance it has not proved wise to "shop local."

I think at the very least they should have something printed on their till receipts or invoices about their terms for returning surplus goods. If I had read anywhere that items had to be returned in a certain condition or within a time limit, I would have understood that and complied with it. As it is, it is just our word against one assistants. :rolleyes:

Pennylane

Just a quick update while I'm on here!

Now over a week and they have NOT had the courtesy to acknowledge receipt of my letter, telephone me or make contact in any way.

I think this is dreadful customer service and I am VERY disappointed that a local firm can care so little about their customers.

Brooker_Dave

Pennylane wrote: »

I think at the very least they should have something printed on their till receipts or invoices about their terms for returning surplus goods.

There's no law that makes a retailer take back goods in the case of you changing your mind or miscalculating and ordering too many.