Compensation for poor service?

Question

I paid £3499 for a fridge freezer from a leading retailer on 14/7, their website said there were more that 10 in stock. I asked for delivery in August and was told this was fine. I then discovered that they were custom made abroad and would take 8 weeks, I complained and was lent a small fridge. In September, they delivered a fridge that was the wrong model. Two weeks later, they delivered the right model, but badly damaged. 3 weeks after that, they delivered the right model, but managed to smash the glass during delivery. 2 weeks ago, they delivered another one while I wasn't there and left it in the dining room (plumbing it in was inclusive in price). Last week, they came back and while putting it in the kitchen, they damaged 6 of my floor tiles. They say they will fix the floor. Now, they have promised I am to receive compensation, but will not discuss the amount until after everything is resolved - they had my money for 4 months - what would you say is fair compensation?

Answer 1

Foxy, sorry to hear of your litany of hassle - and would genuinely advise you ask for 20% of the full price of the item - but settle for no less than 10%: stating your intention to write to your local newspapers of the history and result of your dealings with this Company. So any publicity will reflect accurately the Company's various actions and performance with regard to customer relations and satisfaction.

Good luck.

Answer 2

You should make a simple list of the inconveniences, damage caused, time you have spent on the issue then by the side of each item on the list estimate what you consider to be a fair amount of money as compensation. Then get in touch with the supplier asking for that amount and enclosing the list. Don't forget that for each delivery etc you may have had to take time off work, time's money so put it all down. You should get an estimate from a tiler for the floor, show that amount on the list and don't forget you will have to be at home when the tiles are being fixed. I reckon you should end up with a free fridge. If you have any problems get in touch with me, I can help. (I presume you can make contact through this website.)

Answer 3

The best way to put forward a case for compensation is to compile a list of expenses incurred - get estimates for the repair to the floor, calculate cost of phone calls / your time sending messages etc. Factor in compensation for inconvenience and length of time to resolve the situation.

The more 'evidence' you have, the stronger your claim will be. The first offer will be a small 'lets hope they take it and go away' offer, reject that and suggest you place your claim with the small claims court - this will not cost very much and will take the control of setting the level of compensation out of the suppliers hands.

Check through your home insurance / car insurance policy - most cover comes with free legal advice cover / legal advice line so you can get expert advice over the phone at no further cost to you.

Make sure you keep copies of all correspondance, get names of all people you talk to on the phone, log times / dates you call or were called and detailed accounts of what was said so you cannot be misled at any time.

Be firm but never shout / scream / swear as this will give the supplier every right to hang up on you - stick to your guns, emphesise the costs you have incurred, the inconvenience, the time it has taken to resolve etc. Also, re-check the companies web site - if the terms and conditions still state a delivery time for this model of less than 8 weeks and states it is 'in stock' when in fact it is imported to order then they may be in breech of contract as well as contravening trading standards legislation. Use a screenshot program (free ones like Gadwin screenprint are available from the Computer active mag. web site) to take pictures of the web site pages stating the delivery policy / item description in case these are changed before you get a settlement.

The amount of compensation you get is hard to guage but with persistance, knowing the law and suggesting you pass the problem to trading standards / small claims court if they do not resolve it quickly should expediate things.

Good luck.

Answer 4

no it is not fair and if i was you and i would take it to the office of fair trading. chronologically detail the events, try not to sue emotive language.

not only, did they not honour your original agreement they have caused further damage. ok, they lent you a fridge, but that seems little in comparison with the poor service that you have received...

go to your local citizens advice to determine your legal standing..but you do have a right to take action...perhaps the small claims court, depending on how much compensation you feel you should receive....

maybe you can get quotes from 2/3 tile repairers just so you know yourself how much it would cost to repair them...also try claiming for the inconvenience as you have not had proper use and enjoyment of the item etc - what skanks!

Answer 5

Sounds like you needed to give up and buy the thing somewhere else! I would say they shold pay for the floor tiles and knock £100 off the firdge/freezer. I know you can 20% easily as I've just done it on an item I didn't really have any trouble with at all. Depends what you want though as to what you are going to be happy with.

Answer 6

you definately need to get them to give you an exact figure before its all sorted out. otherwise, once they give you the amount they decide, it will be much harder to get any additional amount, because they will just look at it like you have been compensated. this is absolutely terrible service! you should have gotten the right fridge on time, the first time. make sure you tell the retailer, and even write a letter saying, that you will make sure you tell everyone you know about the terrible service etc that you received. businesses need good word of mouth publicity to do well, and this place certainly doesn't deserve any!

Answer 7

Well I would write and complain a really nasty but Firm letter to the head office but to be honest I don't think you ll get anything! its all down to how the individual company treats you! Did you read the small print? By the way Expensive Fridge/freezer!!

Answer 8

specific, that is extortion. you're asserting you like money previous what they owe you as "reimbursement" so as which you will not report them. So specific, that is unlawful through fact you're extorting them for greater money. in case you had caught to easily soliciting for the refund with not something greater, you're able to have been discover. with any luck they have not filed costs yet..in the event that they have not, merely stfu and take a reimbursement or have relaxing on probation or in detention center.

Answer 9

Thats a lot of money for an appliance. I would think they would pay several hundred $ or I would complain long and loud.