Q) I BOUGHT a set of skylights from The Rooflight Centre for £4,001 in July – but it’s been a nightmare from start to finish.
The company is refusing to refund me or replace them despite three failed attempts at fulfilling my order.
I’ve spent a fortune and just want a set I can use or my money back.
Can you help?
Jeremy Wade, via email
A) YOU spent a small fortune on what you thought were top-of-the-range skylights for the new extension on your home, forking out £4,001.
But your experience with the retailer, The Rooflight Centre, has been far from first class. When they first arrived you were horrified to find they were cracked.
You complained and the company agreed to send you another set. But unbelievably, these also arrived smashed.
After a lot of back and forth, you managed to get a third lot delivered – but then this set was the wrong size.
You had had enough and managed to get your complaint escalated to the director of the company.
But it’s clear the director wasn’t aware of the company’s legal responsibilities at all, and I was shocked at the tone they took with you as a valuable customer who had been grossly let down.
He tried to fob you off on email, saying you had “gone from receiving no replacement to the whole lot being replaced for free” – but I contacted him and pointed out that it was your legal right to receive the goods you paid for.
If you order an item and it arrives damaged, or isn’t what you ordered – for example, it’s not the size you requested – the retailer has a responsibility to replace or refund the item.
Shortly after I got in touch, you told me the company called you and asked what it could do to put things right.
They are now replacing and personally fitting the glass and frames for you, and have offered a small discount as compensation.
You’re thrilled at this turnaround and will be glad to put the palaver behind you.
Our Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.
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To get help, write to our consumer champion, Laura Purkess.
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