To think our new gas oven should be replaced by company as it burns everythings?

[Woolmark]

We bought a gas range cooker a few months ago. It burns whatever we put on the bottom shelf.

The retailer has refused to take any responsibility and said we needed to speak to the manufacturer. The manufacturer sent out an engineer who said it wasn't faulty, it was just a design fault.

Both the manufacturer and retailer still refused to take responsibility so I contacted trading standards who said if it's not of 'satisfactory quality' the retailer must refund, replace or repair it.

The retailer has now said it's not broken so they won't do anything and a second engineer from the manufacturer has said the first is wrong, it's not a design fault, jut a problem with the design ..

I'm close to tears, we are supposed to be cooking Christmas dinner and everything on the bottom shelf fucking burns, if the oven is turned down the items on the top shelf don't cook!

Maybe I've posted in the wrong topic.

It doesn't need to be broken, just unfit for purpose or of unsatisfactory quality.

Contact the retailer again (in writing, by recorded delivery and with a copy for yourself) stating that you believe it is unfit for purpose and of unsatisfactory quality and that you want a replacement. Give them a time frame to reply. Or contact Trading Standards again, they should be able to help you do this.

Citizens Advice Adviceguide on this

How did you pay for it? If credit card, speak to them and ask for refund and they'll pursue retailer.

The retailer cannot refuse to take responsibility. Much as they will always try and fob you off and say you need to talk to the manufacturer - you don't. Your contract is with the party from whom you bought the goods ie the retailer.

Wrt the "it's not a fault, it's a problem with the design" wheeze - yeah, that's a good one...

Nobody buys a cooker with the intention of using it to burn food so if that's what this one does, the cooker is unfit for the purpose for which it was sold to you (ie to cook food properly) and you can reject it on that basis.

I'm not sure about the legalities of your issue but I do have lots of experience living with one of these cookers.
Mine is one that lights on the bottom not at the back - is yours the same?
If you don't manage to get a replacement before Christmas then I've found that pre-heating the oven at a high temp and then turning it down works.
Also, putting a big empty tray right on the base and then putting your food on the shelves above helps too.
Lastly, lining the shelves themselves with tinfoil really helps.
Really hope you get it replaced, the fucking thing is the bane of my life.
Good luck!

some ovens do have the burners or elements on the bottom. If you are used to a fan oven, or even a gas one with burners at the back, it needs a different cooking technique. I may be wrong but I believe it is a continental style. Possibly it is ideal for cooking pizza or something.

My Mum had the same problem -despite decades of cooking for a family they said it was her. Then told her to put the solid shelf near the bottom of the oven (to dull the heat I guess)

She couldn't be bothered to hassle with them over it so eventually bought a different make (and none of us would have bought one from them again unless hell froze over)

I've just sent them a recorded delivery letter. I'm just so upset and shocked that they can behave like such arseholes in this day and age. It's Mark's Electrical in Leciester by the way and the oven is a Baumatic continental burner which does have a burner in the middle of the oven. It has since been discontinued....

Sorry you're having so many problems with your oven.I can only sympathize and warn you never to buy a hotpoint oven either. Their products are substandard and their customer service is appalling.