mytoiletspares.co.uk

Avoid - parts missing from order and refused to do anything about it

Update - got a refund, by putting in a chargeback request to the credit card company. Remember if you don't get any joy from a supplier you can, for goods worth less than £100, put in a chargeback request if goods supplied were damaged, not as described or haven't been delivered. Typically you need to submit a chargeback request within 120 days of the transaction date. For goods over £100 you also have the option, if you used a credit card, of putting in a Section 75 request for a refund.I ordered a replacement toilet seat (at about £130, so not cheap) and when I went to fit it found that someone had ripped open the fixings pack and removed some of the parts. They refused to do anything about it. Initially this was on the grounds that I had left it too long before checking the package. I pointed that their attempt to limit claims to a 14 day period using their terms and conditions were invalid, as the Consumer Rights Act specifically states (Section 31) that suppliers are not allowed to restrict their liability. They then just said it would be too expensive for them. I have tried to be reasonable by asking them to just replace the missing parts (cost about £15 retail, so presumably even less for them) not a completely new toilet seat or even the full fitting pack, but they won't budge.Save yourself the aggro - go elsewhere.Update.Oh dear, oh dear, oh dear.It looks as though whoever replied on behalf of Mytoiletspares is either confusing my order with someone else's or hasn't checked their facts properly.I ordered my seat in June (early June, true, but still June), not May, but the right seat did not actually arrive until the second half of July, something mytoiletspares haven't mentioned in their response.Read the story below and make up your own mind as to whether Mytoiletspares are fair to say that they hadn't heard from me from May to September. As for offering me a hinge kit at half-price I am not sure why they had a problem with my request that they just supply the missing parts. Bearing in mind the full hinge kit costs about £40 retail but the missing parts I asked for cost only £7 retail, surely this would have been a cheaper option for them anyway? I even sent them a link showing them where the parts could be bought from at £7. Very hard to work out why they had a problem with it.Anyway, the story of what actually happened...A couple of days after I placed my order they contacted me to say they had given me the price for the toilet without soft close hinges and I would have to pay another £31 for the soft close hinges, which I paid on 5th June. I was a little bit miffed about this as I actually only needed new hinges, but had gone for a complete new seat as the cost I had been quoted for a new seat wasn't that much more than the cost of just the hinges. However, I persuaded myself that buying a complete new unit would be less hassle.On 18th June I had to chase them, as the seat hadn't been delivered.The type of seat I needed had been identified by Mytoiletspares from photos I sent them. Unfortunately, when the seat did eventually arrive it turned out that they had got the wrong size, so on 30th June I contacted them to tell them this. I sent the wrong one back to them and paid the cost of carriage myself, as although they had done the identification I thought it was a bit unfair to blame them for getting it wrong.By 10th July I was able to get photos of some barcodes on the toilet bowl and sent these to Mytoiletspares so they could identify the right seat.By 15th July I had, with help from another company, been able to identify the right seat and emailed Mytoiletspares with the details.A few days after that the right seat did finally arrive, about 6 weeks after I first placed the order.So not quite the case that I was sent the seat in May and they didn't hear from me until September.To round off, just remember that under the Consumer Rights Act 2015 if you are delivered an unsatisfactory product you are protected for six months. Yes, after the first 30 days you have to give the supplier ONE attempt to repair or replace it, but if this fails or they refuse to do it you can reject the goods and ask for a full refund. Don't be fobbed off, and remember that under the Acts attempts to limit your rights under that Act by unfair terms and conditions are invalid.Also remember that if you paid by credit card you might be able to use either the chargeback or the section 75 process to get a refund - chargeback is normally limited to claims made within 120 of payment.

Date of experience: Sep 04, 2019