got 'new' fridge from BH, turns out its 2nd hand and faulty/dented

[starz 61]

Can anyone advise me what to do please

 

I have a fridge freezer from this firm

 

I unpacked it all last week the freezer handle was off the fridge was wrapped in bubble wrap

no manuals with it and a few scratches

 

I ordered brand new

 

they sent hotpoint arount to fix handle

 

he cannot fix it

the whole door has to be replaced,

he also said it is not brand new (I ordered new)

he pointed out dents and other marks

he said our company would never send it out in just bubble wrap!

it would be proffessionally packaged and there are always manuals.

 

I am disgusted and appalled that this could be second hand I have just filled it with over £200 of food!!

 

What do I do?

[starz 61]

can anyone help please

[citizenB]

If you have ordered a new Fridge and have been provided with something less, then you should reject it.

 

I will try and find someone to advise.

[biggeorge]

Contact the company (Bright house if its them) and formally reject the goods stating as you have here.

In writing, email followed by letter, never on the phone unless you can record the call.

 

1: Its not brand new which is not what you purchased

2: Its damaged

 

You don't want any repairs, you want a brand new replacement.

 

I personally would give them 7 days to collect it or start charging a storage fee and I would

certainly not be paying any weekly amount for it.

 

George

[dx100uk]

all under a soga claim - goods not as described/ordered

 

reject it/

 

make sure you don't get stung with

osc/

 

dlc too

 

they are

not compulsory

 

dx

[starz 61]

Thank you I will do that

[starz 61]

I emailed them with that complaint and asked them to acknowledge receipt of my email and I asked them to reply by email they did reply saying

"

Please contact the store via telephone, I cannot deal with this issue via email.

 

Thank You "

 

I replied back I want a reply by email, they didnt reply but they are constantly phoning me I am not answering them so they can fob me off, I dont know what to do next they also charged me £30 for delivery of this fridge.

 

 

Contact the company (Bright house if its them) and formally reject the goods stating as you have here.

In writing, email followed by letter, never on the phone unless you can record the call.

 

1: Its not brand new which is not what you purchased

2: Its damaged

 

You don't want any repairs, you want a brand new replacement.

 

I personally would give them 7 days to collect it or start charging a storage fee and I would

certainly not be paying any weekly amount for it.

 

George

[starz 61]

I will send them another email now and yes they did get me to take out osc well I was kind of forced to take that out because I did not have house insurance

 

all under a soga claim - goods not as described/ordered

 

reject it/

 

make sure you don't get stung with

osc/

 

dlc too

 

they are

not compulsory

 

dx

[dx100uk]

wrong

 

there are NO RULES that dictate ANY insurance is necessary on an HP agreement.

 

get them to show you the legal ocument where it says you MUST have OSC/DLC.

 

as for the fridge

 

reject I under sOGA

 

not a described

 

give them 7days to collet it

else you'll get trading standards or this lot involved.

 

http://sogahub.tradingstandards.gov.uk/

 

dx

[starz 61]

Thank you so much I will do that right away and let you know what happens

wrong

 

there are NO RULES that dictate ANY insurance is necessary on an HP agreement.

 

get them to show you the legal ocument where it says you MUST have OSC/DLC.

 

as for the fridge

 

reject I under sOGA

 

not a described

 

give them 7days to collet it

else you'll get trading standards or this lot involved.

 

http://sogahub.tradingstandards.gov.uk/

 

dx

[Surfer01]

I would also advise Trading Standards that you were sold a "second hand" fridge as new. TS take a very dim view of this and if there have been other complaints they will prosecute. I think you have to do it through your local Citizens Advice Bureau.

[starz 61]

I think I will do that, I asked them to reply by email and/or post, but they tried phoning me I will not discuss it over the phone, I havent heard back from them yet... not sure what to do now tho!!

I would also advise Trading Standards that you were sold a "second hand" fridge as new. TS take a very dim view of this and if there have been other complaints they will prosecute. I think you have to do it through your local Citizens Advice Bureau.

[starz 61]

I just had this reply .....................

The fridge/freezer that was delivered to you was brand new. It should have been explained to you that you would be getting the one that was on display in the store. The damage to the appliance must have happened whilst in transit from the store to your property, I can only apologise for this and we will be speaking to our service team regarding the incident.

 

I am looking to solve the problem by ordering you a new one. If you are happy with this I will look to order you one, Let me know and I will sort it out and let you know a date it would be arriving.

[starz 61]

I dont trust them and dont want another fridge from them can I get the money back I paid them?

[dx100uk]

yes

 

always better not to use this type of establishment

you end up paying upto 3*the actual value of the item

dx

[starz 61]

Update from regional manager he said he would collect fridge and pay me £75 the payments I gave them I added it up an its more than that including late fee payments and I told them I was withholding payments until this is resolved, he admitted it was totally their fault and apologized a few times, they are accepting blame, it has been so distressing.

Do you think that is ok?

Edited June 21, 2013 by starz 61
added more

[dx100uk]

let us know when its resolved

 

dx

[citizenB]

So they are removing the item - are they going to be replacing it with what you ordered in the first place ? A brand new Fridge/Freezer ?

 

They should also be returning to you ANY monies that you have paid in respect of this item - this IMHO should include any monies that you have spent making calls, writing letters etc in an attempt to resolve this situation. Plus extra in compensation for the hassle for something that was their fault !

[starz 61]

I am waiting for them to get back to me to collect it, I had to go and get another fridge freezer (Not from Brighthouse tho) they said they will give me the £75 I paid them!! I actually paid them £86.75 I feel really cheated and messed about by them, people from consumer help line said I could sue for damages.

Not sure what to do next now..

 

So they are removing the item - are they going to be replacing it with what you ordered in the first place ? A brand new Fridge/Freezer ?

 

They should also be returning to you ANY monies that you have paid in respect of this item - this IMHO should include any monies that you have spent making calls, writing letters etc in an attempt to resolve this situation. Plus extra in compensation for the hassle for something that was their fault !

[renegadeimp]

You could sue, but what damages would you claim for?