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A refusal to return goods


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Bought gas stove by phone with fittings, costing us nearly £800. Upon opening the packaging,there was a wrong fitting. Without delay I phoned, then emailed and requested that I would like to send the wrong item back in exchange for the correct part. I received an email saying, 'seeing that they had supplied the part at my request then I could not return it. I replied by email to tell them, that their returns policy said, 'that If you simply do not want the item or wish to exchange the item then you may send the item back'.By this time 7days had lapsed and I was informed by email that 'my request for a return has come outside the 7 day period allowed for such claims and we therefore cannot accept the return.I was appalled at their refusal to accept the return the item and asked for the name of the Managing Director,they refused to give me his name, however a letter was sent. I received a reply it said ' it would appear we overlooked the position regarding your request to return the item, but concentrated on whether or not we supplied what was ordered'. He also said that we may return the item and that we must get a returns number and tell them on what day it would arrive. We wanted to take the item ourselves, but they notified us that they do not accept personal returns. We posted the item -which is called a spigot and made of steel- in perfect condition bubble wrapped it ,put it in a small cardboard box and sent it with guaranteed next day delivery.It did not surprise us when an email arrived telling us that they could not offer a refund as the steel spigot was not circular having been crushed out of shape. Unbelievable! We will be going to pick up the spigot sometime this week. We feel so angry and annoyed at the treatment that we have received from the fireplace store. The spigot only cost £15, but it's turned into a matter of principle and I would appreciate any advice regarding any action that I could take. My wife has lost the postage receipt, but we are not concerned about the cost of the spigot, we are just really annoyed at the digraceful service we have received from them.

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Hi Conniff, thank you for replying. Looking now at the web site it does describe what a spigot is for, which is a back opening stove, but I was told that the web site does not allow you to order my stove on line. I decided that I would seek advice from a sales assistant. I described what chimney I had, there would be no space behind the stove for any outlet to be fitted so I knew it had to be a top opening.I asked him what would I require and he advised me that I required a Straight flue pipe and a spigot.I did not know what a spigot was, I did not question his advice. The company said that I ordered the spigot and I replied that they ordered the partfor me. The company say that they monitor and record customers phone calls, I said that I will come down and listen to it, they replied that they had no retained recording relating to my order.

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