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    • Good news for me is that the Bounce Back Loan came through so I can pay the full car payment!  Thanks for reply.
    • Welcome. please follow the advice given above as to reading around the various stories and then monitor this thread for a full reply tomorrow  
    • Hi Everyone,  I am the seller in this case and want to thank the buyer for their support.  The bike was delivered to the local Hermes Parcel Shop really well packaged and sealed on the 3rd Feb with a receipt obtained.  Sadly the parcel was emptied on route to the buyer.   I had listed the bike for collection only however the buyer messaged and asked if we could arrange a courier to which I agreed and they organised that.  When the bike went missing I contacted the local police as the Hermes parcel shop said they would not release CCTV to me.  We got all this from the Police.  since then the buyer has tried his very best which I am grateful with Hermes and parcel2go but is struggling.  Any help is appreciated. 
    • Also, you should start a claim against Hermes. Post your story on the Hermes sub- forum. Give us a full breakdown – including dates and value et cetera. We will help you get your money back
    • We care, we are highly motivated – and we enjoy winning against Hermes – which we do on pretty well every occasion. Start reading the sub- forums so that you are familiar with all the Hermes stories and the way that the process normally goes. Make sure you understand the mediation process. Make sure also that you understand the steps involved in bringing a small claim in the County Court. It's very easy but you need to know the steps in advance so that you have confidence. Don't forget that this is a self-help forum   If you have CCTV footage then please post it here. I suggest that you put it up on youtube and then post a link to it on this thread.
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

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Hi all,

We bought a Homebase Kitchen in 2011, which comes with a ten year warranty. We had it fitted professionally while having other building work done, and it quickly began to deteriorate.

 

The kitchen was a shaker style with (what appears to be) doors wrapped in vinyl and a plate rack with painted components. The paint on the plate rack was the first to cause problems - flaking off in large chunks until the whole wooden section was exposed. We also noticed on a few of the doors had started to split across the top edging causing the vinyl to crack, and on an open-fronted unit the paint had started to chip off in large quantities.

 

After much toing and froing (including escalating the complaint to Homebase's director department), we had an assessor visit to check our complaint and they agreed to replace the faulty components (this was then a two year old kitchen). Several items were out of stock and it took approximately two months for the units to be delivered. However, we eventually got the parts and had them replaced, and closed the complaint (with a minor compensation from Homebase).

 

18 months later, we're now seeing some of the same components fail - particularly the plate rack. I realise I can start a new complaint, have the same component replaced again as I am within my ten year warranty, but at what point can I say this kitchen (or at least several components of it), are not fit for purpose and take the complaint higher? I shouldn't have to replace parts on a bi-annual basis, and I am well aware that as soon as my ten year warranty is over, Homebase are entitled to wash their hands of my problem leaving me with a tatty kitchen I'll have to replace immediately.

 

Thanks for any advice :thumb:

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Sorry this didn't get an answer sooner.

 

How have your complaints been submitted to the company so far?

 

Have they acknowledged in writing the defect(s) and the resolution that was offered to you? What was the compensation and did you accept it?

 

The ten year warranty might imply that the goods are of good quality and durable. You would not buy a kitchen with a 10 year warranty and expect to be replacing faulty components on a regular basis within those 10 years.

 

However, the whole "not fit for purpose" bit in the Sales of Goods Act can only be claimed upto 6 years from purchase. After 6 months, the burden of proof falls on you and not the retailer. So you don't have too long left to be claiming under that if you are thinking about giving them another chance to put it right.

 

Did you agree a contract or terms of any kind when purchasing your kitchen? Claiming a general breach of contract is another option for you.

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