Left with a mismatched appliance

[HmmGrey]

I bought a fridge/freezer in November. It was damaged on delivery. I reported the damage the following day when lines were open.(The delivery was on a Sunday) The retailer sent me a replacement drawer front for the freezer, within a couple days. The finish of the new drawer front was shiny rather than Matt. This happened on 4 separate occasions. I would send photos and they would send out another drawer front and again it would be the wrong one. I was told the Matt finish was discontinued and that, I could have all of the doors and drawers replaced in the shiny finish. I didn’t want a shiny finish so I refused. They then lied and said they’d found a Matt finish drawer front in China and of course, that never arrived.

I’ve spent the last 7 months trying to get the correct drawer front. I’ve sent numerous emails and called both the retailer and manufacturer. The manufacturer now denies there ever was a Matt finish version of the appliance. I sent photos for the umpteenth time and they responded saying ‘the finish is as it was designed’ and that ‘the environment (white flooring) was making the colour appear different’

I’ve tried to pursue my bank for a S75 claim but I have to get proof from the retailer stating what’s wrong with the appliance on headed paper. The retailer says they can no longer assist because the manufacturer has confirmed there’s nothing wrong with the appliance.

The citizens advice bureau have advised to send a final letter before court action. I doubt they’ll response and I can’t afford to take them to court.

What can I do? I’ve got a mismatched product and no one is willing to help. I just want a refund so I can buy a fridge freezer that’s complete.

[AgentProvocateur]

Unless I’m misunderstanding, surely the door covers the drawers. In which case, does it really matter what finished the drawer front is? If I’ve got the wrong end of the stick, and the drawers are on display, your complaint is fully justified!

[HmmGrey]

The drawers are on display. The fridge compartment is 2 doors and the freezer is made up of 2 drawers.

[TheQueef]

How much was the fridge? It will cost you less than you think you go to court.

[HmmGrey]

£600

[TheQueef]

It will cost you £50 to file with mcol (govs moneyclaimonline service) that's all.
You can do it all online too.
Dead easy and official.

[MsHomeSlice]

can you find the matt/shiny options on line anywhere?

I guess it could just be a "shade" mismatch so your fridge is more matt than all the rest and the newer materials are shinier. It seems weird you would have the option to choose and yet they then deny it was ever available.

[HmmGrey]

Thanks @TheQueef, I will look into that :-)

@MsHomeSlice

The only options were black or stainless steel when I purchased it. The website never said whether it was Matt or shiny but you could tell it was a duller/Matt in the image. I think they’ve updated the line and decided to change the finish or I’ve ended up with a unifinished product. Maybe the lacquer coat was never applied and it was always meant to be shiny