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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To have expected to get offered better compensation than this?

34 replies

cordiality · 12/12/2011 17:35

I bought some glass candlesticks from quite a nice online retailer a few months ago. Used them from the first time on sunday, and when one of the candles was nearly burnt to the bottom, the glass exploded! It literally sent chunks of boiling hot glass flying across my kitchen, I reckon one bit travelled 6 foot.

I called their customer services today. They said it was in the care instructions not to let the candle burn to the bottom because the glass was only heat resistant not heat proof. They also said that they had now changed the glass so the ones they were selling now were much stronger.

They offered me 15% off my next order as compensation. I already have a code for 15% off with them!

I have to say that I probably just chucked the instructions along with the box, as I would have expected to know how to use a candlestick. Is it therefore just tough luck on me? Shouldn't they have done some sort of product recall on the old candlesticks if they knew there was a problem?

I'm sure when I calm down I'll be able to just move on but right now I feel like I could unleash hell on them... Angry

OP posts:
porcamiseria · 12/12/2011 17:41

I think you need to be STRONG and you will move on from this

Ordered some books today from amazon, and they turned up in FRENCH. very annoyed

MabelLucyAttwell · 12/12/2011 17:43

...... Sale of Goods Act - Fit For Purpose - comes to mind.

scentednappyhag · 12/12/2011 17:44

If it was a case of 'don't let candles burn right down as it damages candlestick' then I could see their point, but because they explode?! I'd be expecting a recall to be honest, that could end very badly for someone no so lucky.

spiderpig8 · 12/12/2011 17:48

has it caused injury to you or your belongings? If not, what do you expect to be compensated for?

Original poster
cordiality · 12/12/2011 17:51

Spiderpig, I guess possibly the fact that I don't have the candlesticks any more? I think perhaps they should have apologised and refunded the cost of the candlesticks to me. That sounds reasonable no?

OP posts:
Original poster
cordiality · 12/12/2011 17:58

You're right Porc, I will be STRONG. Are you going to have to learn French?

OP posts:
KD0706 · 12/12/2011 18:16

I think in your shoes I'd expect either a full refund, or for them to send you a replacement, ie a pair of the new improved non exploding candlesticks.

I think you should stand your ground, imagine if some body had been in the path of one of the glass bits, that could have been seriously nasty

Original poster
cordiality · 12/12/2011 21:17

Thanks for the advice, I will write a complaint email, and ask for my money back. I think that refunding the £36 is reasonable, and if they refuse... THEN I'll unleash hell! Grin

OP posts:
ZillionChocolate · 12/12/2011 21:59

I think they should give you a replacement of the non dangerous ones.

thederkinsdame · 12/12/2011 22:04

Contact trading standards.

PresentsRibbonsAndMerrySantas · 12/12/2011 22:14

yes i would contact them and request a refund in full, but i would also be reporting it to trading standards, they were faulty and unfit for purpose
www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/
they are relying on you not knowing your rights, you are entitled to a full refund, i hope you have kept the candle sticks, pieces an all though.

spiderpig8 · 12/12/2011 22:41

If, as you say they have been recalled, then I can't see why they are not giving you a refund.

spiderpig8 · 12/12/2011 22:42

Compensation is different to a refund though.That is what I thought you were talking about.

Original poster
cordiality · 12/12/2011 22:48

no they haven't been recalled, I think they OUGHT to have been, they've just improved them since I bought them.

You're right though, I guess compensation isn't the right word, however if they had said 'we're really sorry, have your money back AND some new ones as compensation', I would have been very pleased with their customer service!

OP posts:
A1980 · 12/12/2011 23:20

What do you want to be compensated for? It hasn't caused you any loss. It hasn't caused you any personal injury or property damage. So where's the loss you wish to be compensated for. I get sick of telling my client's that our damages system is restorative and not punitive.

You might be entitled to a refund, nothing more. There is the problem that you didn't read the instrucitons.

MrsJangleBalls · 12/12/2011 23:47

If they admitted to you that they've had to replace the old design with a new one then you need to demand that they replace yours or refund you, because they obviously already know there's a problem and have taken liability for it.

There's no way you could have reasonably expected as dangerous a reaction from the hot candlestick as that. Does it say in the instructions that they could explode? Would you have wanted to carry on using them if so? Of course you wouldn't. No one watches a candle carefully until it burns almost down! You let it burn out and extinguish itself.

I think you're being very reasonable about it and they're taking the piss. Would you be quite as calm if it had shattered all over a child?

YellowDinosaur · 13/12/2011 07:02

Am I the only one who thinks its f*ckng ridiculous to make candlesticks from something that is not heatproof Hmm. I certainly woudn't have read instructions that came with a candle stick and would presume without looking that they were heat proof. Does that make me wrong? I'd say not and that candle sticks are not fit for their purpose if they are not heat proof.

OP stick to your guns for some new candlesticks or your money back.

Shutupanddrive · 13/12/2011 07:24

Definately kick up a fuss, that is disgraceful! I would ask for a full refund

marriedandwreathedinholly · 13/12/2011 08:28

I think you are being a bit over the top about this. Glass shatters when it gets too hot - that's why you don't pour boiling water into it. The candlesticks came with a warning and it's common sense to now that heat and glass are not good bedfellow.

You have learnt from experience now it's time to move on.

2rebecca · 13/12/2011 08:48

The candlestick wasn't fit for purpose. Heat proof glass exists, someone decided not to use it on a candlestick. That was stupid. They should have at least posted the stronger ones out free. I would complain to trading standards.

ApocalypseCheeseToastie · 13/12/2011 09:08

Who the hell would read instructions on a candle stick ??! [hconfused]

YANBU btw.

angelpuss · 13/12/2011 09:10

I'm with you YellowDinosaur I wouldn't have read the instructions either...it's a candlestick!

angelpuss · 13/12/2011 09:11

Oops...pressed post too soon Xmas Blush

YANBU

SardineQueen · 13/12/2011 09:14

YANBU

I think you should get a full refund
And I think you should consider contacting trading standards
Candlesticks which explode during the course of normal use are not fit for purpose

MrsRhettButler · 13/12/2011 09:16

Even if you had read them you're not gonna sit there and wait for them to reach the correct height for extinguishing...

YANBU they are dangerous