Online returns (bathroom stuff)

[gilford]

Looking for a little help here please.

Ordered a very expensive shower door just before Christmas from an online company.

I’m not great with these things but the bathroom fitter told me I needed a left hand opening door, when I spoke to the company I reiterated this and she said no problem, door delivered on the 23rd December and sticker says “left” so thought nothing of it.

Fitter had a spare day today so came over to fit, once the box was opened it was apparent the kit is “right” opening. Fitter said some of the expensive companies do this and it’s very annoying, and look on the manufacturers website shows it is left but if you’re stood in the shower and not outside looking at it (?!?!).

The company I purchased it from are closed today but from there T&C’s on the site they state 14 days returns? Do I have recourse here? I don’t want to be stuck with a shower door worth over a grand! It was bought with credit card if that helps me?

Any info appreciated before I ring in the morning......

Cheers

[Saint-Just]

I’d say that if the product inside doesn’t match your order nor the label you have all the rights to request both an exchange and an apology.

[gilford]

It does match the label, it’s just the manufacturers interpretation of “left hand opening” is different to mine and the woman on the phone I ordered it with.

[hafle]

While it would be a case of he said she said, on the facts, it seems that you have entered into the contract based on a misrepresentation. They're the experts, not you, so it would be fair to assume you would act in reliance of their advice. They gave incorrect advice. Every company will include the 14 days statement on their site, but just give them a call, most good companies will work to find an amicable solution.

[Skyman]

Does their website state the orientation requirements, when ordering? Seems it does from your post.

[gilford]

The website has changed since December and yes, it does now have a small illustration, without going through what I’ve been through today though anyone would still order LEFT for left hand door opening as it is still not clear.

This is the sole reason why I rang and didn’t order online, I wanted to be sure and to avoid this exact situation.

[Skyman]

While it would be a case of he said she said, on the facts, it seems that you have entered into the contract based on a misrepresentation. They're the experts, not you, so it would be fair to assume you would act in reliance of their advice. They gave incorrect advice. Every company will include the 14 days statement on their site, but just give them a call, most good companies will work to find an amicable solution.

That depends on which side of the door you are standing. Misrepresentation, not so sure.

[gilford]

Well, they admitted it was their fault on the phone and asked me to email them, but their reply is now asking for £79.99 to collect and deliver a replacement which is an apparent good will gesture.

[IAmATeaf]

I’d email them back to clarify the gesture?

[gilford]

I've just spoke to them again on the phone, they are being far from helpful, I'm awaiting clarification via email.

Needless to say, I won't be using this company again.

[Kingstepper]

Think this boils down to what's the industry standard way of describing the opening side.

Also, don't forget, even if within 14 day return window you'd have to pay return postage.

[Vanguard]

Surely the pictures on their website showing the shower doors are taken from the perspective of standing outside not inside

[hughtrimble]

Think this boils down to what's the industry standard way of describing the opening side.

Also, don't forget, even if within 14 day return window you'd have to pay return postage.

Depends on the reason for return - if it turns out that they agree it's 'faulty' then it's on them to pay for it. But it sounds like they don't think they were wrong.

[Kingstepper]

Depends on the reason for return - if it turns out that they agree it's 'faulty' then it's on them to pay for it. But it sounds like they don't think they were wrong.

If it's faulty there's not a 14 day return window.

[Alansmithee]

Think this boils down to what's the industry standard way of describing the opening side.

Also, don't forget, even if within 14 day return window you'd have to pay return postage.

But they need to refund any delivery costs.

[Kingstepper]

But they need to refund any delivery costs.

Yes, but arranging return for door oneself will probably cost £50. As already said £79.99 for return and replacement isn't too shabby.

[MB2]

Yes, but arranging return for door oneself will probably cost £50. As already said £79.99 for return and replacement isn't too shabby.

I would leave them in charge of the return - that way from collection they are responsible not you.

[Argee1977]

Get down victorian plumbing, you can get a shower door for 80 quid from them!

[Kingstepper]

I would leave them in charge of the return - that way from collection they are responsible not you.

Comment was concerning returning in 14 day period allowed for change of mind. No reason for them to deal with it.