What are the chances on having the cost of my oven refunded

[Wieas]

Hi, I ordered a double oven from a well known online company in the middle of November. I have had several problems with this oven since installation, the first being unhappy with the way the fitting was done and the bolshy fitter who installed it. I complained to the retailer about this and they said they would send someone to refit the oven a week or so later. Then the next day I used the oven for the first time and all subsequent times I used it it made a really loud vibrating and whirring noise. It also burnt all my food. I rang the retailer again and I told them I was unhappy with this oven and wanted my money back. I was told no, we have to send an engineer from the manufacturer first. I told them to cancel the fitters who had been booked as there was no point them attending at this time if an engineer was going to being coming at some stage and I would rebook them after the engineer visit. An engineer from the oven manufacturer attended on December 5 and sorted the problem with the loud noise which was caused by errors made by the fitters and also assured me he had tested the oven and it was working correctly and maintaining the correct temperature. I then rebooked the fitters making it clear that I did not want the same fitters who had initially installed the oven. The fitters returned, and guess what? Same fitters as first time! Same stinking attitude and I asked them to leave after 5 minutes.

However, the oven has continued to burn the food and I am reluctant to use this oven. I purchased an oven thermometer (German make with excellent reviews) to test the oven temperature, myself. I used it today and I set the oven to gas mark 6 (200 degrees C). After 10 minutes the thermometer registered 250 degrees and stayed at that temperature until I turned the oven off.

Am I within my rights now to demand all my money back, including installation? I just have a feeling the online retailer is not going to co-operate.

If the retailer refuses to refund me can I go back to my credit card company and ask them to take up the case and refund me?

Sorry this post is so long but I am kicking myself that I ever decided to use this company.

Read Martin Lewis on consumer rights when something is faulty.
www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

Take a look at the Sad Fart mnemonic..

"The SAD FART advice applies to the Consumer Rights Act 2015.
When someone buys an item, it must be Satisfactory quality As Described (SAD) and Fit for purpose And last a Reasonable length of Time (FART)."

I quoted this when I spent £15000 on a second hand car which was not "as described". I got it exchanged as soon as I mentioned the magic words "not as described" so if you quote "fit for purpose" which your oven obviously is not, you should be able to demand a replacement.

Re credit card, you need to give the company a certain amount of time (30 days I think, but don't quote me! Your credit card company will tell you what you need to do.) but after that, if you paid a part (no matter how small) of the full price, and it cost over £100 and less than some tens of thousands (not sure on upper limit) the card company is also liable. Good luck!

Yes you can make a claim under section 75 that the oven is not fit for purpose. I suggest you take a video to show them of the temp.

They do have the right to try and correct the fault but as it’s an oven and pretty important to the running of the house I think you’ve got a good argument to say one attempt was enough.

Just wondering, when the retailer says 'no' should I mention that I'm going to go to my credit card company or should I say nothing about that to them?

At this stage, go through your Credit Card company and request a refund. They will communicate with the seller and request a chargeback.

Oh, that's brilliant, thank you. Hopefully, I will never have to speak to that retailer again!

Mention credit card! We had a laptop that pc world said was broken and our fault and unfixable (still in warranty). Went to credit card company and strangely had a call from pc world the next day saying they had reviewed our repair and they managed to fix it!