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Hi,
Customer ordered a Belling built under double oven. It fits the base unit but due to her having only a 30mm granite worktop when slid in it pushes the hob up. I can’t find a shallower ceramic hob with only 30mm below the glass.
She wants a refund but as she has opened the package I won’t be able to get a refund.
Any advice welcome.
Thank
RobRe: Help,oven I supplied, she wants a refund
Did she see the cooker before purchase or was it ordered from a book or the internet?
George
Re: Help,oven I supplied, she wants a refund
If you can prove that, then distance selling regs may not come into force… and since she has opened the packaging and installed the unit she cannot use the ‘I have changed my mind’ getout.
In this circumstance I would advise you to contact your local Trading Standards office and explain this to them.. See what they say.
I personally don’t think she has a leg to stand on.. and I think Trading Standards may back you up on this.
George
Re: Help,oven I supplied, she wants a refund
As long as you are sure that are in no way to blame, then the customer has no come back. However cant you just take it back and sell it to someone else?
I had a similar situation that a built-in zanussi oven I supplied was 3cm too deep, and wouldnt push back far enough. I phoned my trade supplier (Hughes Trade of Norwich) and they were willing to take it back, even if it was unpacked, and charge me a restocking fee of 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}. I told my customer he would have to pay the fee, which he agreed. So it turned out OK for me
HTH
Graham
Re: Help,oven I supplied, she wants a refund
Thanks for the replies, as for taking it back I have nowhere to keep it as it was a special order. I’m going to see her soon and will try and sort something out.
RobRe: Help,oven I supplied, she wants a refund
This depends on what your terms and conditions say, if you have any did you send her a copy before delivery, did she sign them?
Re: Help,oven I supplied, she wants a refund
robbra wrote:It fits the base unit but due to her having only a 30mm granite worktop when slid in it pushes the hob up. I can’t find a shallower ceramic hob with only 30mm below the glass.
Have a chippy in to lower the base support a few millimetres is a possible and simple solution. 💡
Re: Help,oven I supplied, she wants a refund
martin, built under double ovens do not fit in a cabinet, they have their own metal runners, and lowering would cause the bottom edge of the oven to not be in line with the cabinet doors either side so not an option. you would also end up with a massive gap between the top of the oven fascia and worktop.
Re: Help,oven I supplied, she wants a refund
Robbra didn’t say whether the oven in question was a 70cm or 90cm? I was referring of course toward a 70cm in which case the solution would be more easily rectifiable. 😀
Re: Help,oven I supplied, she wants a refund
I’m assuming the client was responsible for the fitting, dimensions etc and therefore asked you to supply the make and model she requested, if so, its her responsibility to get them right or make good her mistake.
Had you visited the installation, measured and recommend an appliance to fit and it didn’t, then its your responsible.
If the first scenario applies, politely point out she’s an idiot and should have asked for help, your not responsible for her lack of intellect, you’ll happily supply her a replacement product, but she’ll need to buy at a slightly reduced cost, but you’ll need to charge a fee for assessing the install and getting the right product and for removing the other product, she can get rid of that herself.
Re: Help,oven I supplied, she wants a refund
Hello all,
Thanks for all the input.
I went there and it seems she employed a chippy who said the base of the unit couldn’t be removed as the runners wouldn’t
have enough wood to screw into so I went through it with her bit by bit and we came to the conclusion that he was a bit of a numpty and even if it were true she suggested a couple of batons fixed underneath the adjoining cupboards would help to support the runners.
So, panic over.
Cheers to all again.
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