Wrong measurements, missing components

Q: I recently bought a new kitchen from a well known local retailer. It arrived about three months ago. Once delivered, the kitchen was stored in a spare room in preparation for the fitter.

The fitter, an employee of the company I purchased the kitchen from, noticed a number of errors with the kitchen measurements, missing items and also items I received and paid for but which are not required in the fitting process.

The retailer who originally measured the kitchen eventually took responsibility for the mistakes. Where do I stand with getting replacements for missing items and a refund for items that are not required?

A: As to wrong measurements and missing items, since the kitchen was only purchased three months ago, it is covered by the Consumer Affairs Act, which clearly states that goods purchased must be of satisfactory quality, fit for purpose and as described.

In your particular case, the kitchen delivered is not as described because some parts of it do not fit due to wrong measurements and also because there are missing components. Consequently, the retailer should offer you in the first instance repair or replacement and eventually, if the first two remedies are not possible, part or full refund.

Therefore you should request that the items that do not fit are replaced and the missing ones provided. This redress should be carried out as soon as possible to avoid any further inconvenience.

With regard to a refund of items that were sold to you unnecessarily, you should return these to the retailer and ask for a refund. The only situation where you won't be entitled to this refund is if you had actually ordered these items and then changed your mind or found you had no use for them.

If the retailer refuses to offer you these remedies, you should get in touch with the Consumer and Competition Division on Freephone 8007 4400 so that mediation may be carried out between you and the trader.