To expect a partial or full refund

[ImprobablePuffin]

We have saved for 3 years to be able to get a built in wardrobe and shelves in our bedroom. We previously had no storage so this was a big deal and we used a well known company with a decent reputation.

We had the design visit followed by a surveyor visit to check the designers work and see if there will be any issues. All fine.

It comes to installation day and the designer has mismeasured (sp?) where the plug points are in the room (one single socket, one double) so now all but one socket are unusable and that's only usable because they will have to drill a big hole in the side of our new wardrobe to fit a plug/extension lead through.

They also had to pull the whole thing away from the wall in order to make the units fit properly due to the wrong measurements being taken. This has reduced the space we thought we would have at the other end of the room.

In total we have spent £3,500 and I'm really unhappy that we have not received what we thought we were getting. It looks ok but that's only because the fitter felt so bad he has stayed longer to try and make the best of it.

Would you expect a refund? If so how much?
AIBU to think this is not ok and the surveyor should have picked all this up to avoid exactly these problems?

In reality when it became clear the design didn't work and was wrong you should have cancelled and been given a redesign or refund. Now you've accepted it and it's in, I'm not sure you warrant a refund, maybe a small refund for the inconvenience?

At that price I would not have accepted the incorrect items and insist they replaced them with correct ones.

Are the wardrobes otherwise as you expected? If so ask for them to pay for your sockets to be moved to a useable location?

I don't think you can expect a full refund given that you've accepted the wardrobes knowing that the measurements were incorrect. I'd ask for a partial refund or for them to correct the errors.
We had fitted wardrobes installed last year and they were half the price of yours but I wouldn't have paid the balance on the day if they weren't done to the agreed specifications.

Good luck I hope you get it sorted.

I’d expect the job to be redone. Have you paid the full amount?

When you found out they'd been mis-measured, why did you allow the process to go ahead?

I'd expect them to rectify it, especially if you used their fitter. Get on that phone OP!

@cupsofcoffee

When you found out they'd been mis-measured, why did you allow the process to go ahead?

I was goint to ask the same thing.

The time to create a fuss and ask for it to be redone was when you initially realised the problem. Now you've accepted them and the change to the design by cutting holes etc, I wouldn't expect a full refund.

How long ago were they fitted?

How long have you had them OP?

I wouldn’t have allowed it to go ahead once I knew it was wrong. Sure as shit wouldn’t be have hole drilled into it to put extension lead through! If you can live with the loss of space I’d try for a partial refund plus them covering the cost of an electrician putting in new sockets elsewhere in the room.

Why didn’t you tell them to stop, get everything re measured and re made?

Did they explain the problem and what they'd have to do to try and get it to fit? If so then that would have been the time to say you weren't happy with the solution offered. You might be able to get a partial refund but personally as soon as I was told it wouldn't fit I would have stopped the process.

I reiterate what pp have said. You should have refused for them to fit it when it became clear the they were not what you had ordered/wrong size

I'm a bit surprised the fitter carried on but I imagine they asked you?

I'm a bit surprised the fitter carried on but I imagine they asked you?

This would not be the right thing to do. Unless the fitter said “you’ll have less space and only one socket, do you want us to carry on” there is no way this decision should be left to a client.

You are within your rights OP, to ask them to come and fix it properly or to send new wardrobes. A refund wouldn’t be the first port of call, but they might offer that to you if they think it’s the cheapest option. But ask yourself, even if they give you 500 quid off, are you going to be happy that every time you look at them you’ll see what’s wrong.

For that price I would expect them to come, take out what’s there, remeasure correctly and do it again

At what point did it become clear they'd mismeasured? I think that's vital.

If it were only after they were fitted then yes, full refund/ redo.

If it were clear early in to the installation why did the fitter carry on?

We have paid all but the last very small payment as it had to be paid before installation.

WRT why didn't I stop it going ahead, I didn't realise there was a problem until the fitter had 'found a way around it' by cutting chunks out of the baseboard so the plugs are covered but unusable. It was at the end of day 1 when a lot of the structure was up I fully realised the problem I had on my hands. Also I didn't know if I was entitled to full refund if I stopped it going ahead due to having already paid.

They were fitted on Monday just gone- everything except doors was completed

You need to call them immediately and ask for advice- either send them photos or ask them to send someone around

There's laws about refunds for bespoke stuff, but I think a big reputable company would have a process for errors like this.

I would ring up first thing in the morning and ask for someone to come out.
That’s a lot of money for basically a bodge job. What a disappointment for you.

"They also had to pull the whole thing away from the wall in order to make the units fit properly due to the wrong measurements being taken. This has reduced the space we thought we would have at the other end of the room."

I think this is key. It may not be as much of a problem as the sockets, but it is evidence of a fundamental error that is demonstrably theirs. When you pay for bespoke fitted cupboards you are not paying for this!!

On the sockets is it something you could/should have spotted? We are designing wardrobes at the moment, I know exactly what dimensions of wardrobe we'll order and how they will sit with the sockets. If, for example, we were having a 2.5 metre wardrobe fitted and the socket was currently 2.5m from the wall, I would have spotted that and would not have signed off on those plans unless I was already planning to get an electrician in. It's hard to know without seeing the plans and measurements, but at a minimum they might be able to argue you bear some responsibility on the sockets. Whereas the cupboard being the wrong dimensions is clearly their fault and they will need to put it right. While they're doing that, they can ensure the socket issue is resolved.

Had they been fitted exactly to spec, how many sockets would you be left with? Is there a basic underlying problem that you've planned wardrobes over the portion of the room that has sockets? Because if so, you will need to get an electrician in anyway to move them. But you can and should expect your wardrobes (a) not to be hacked and (b) to give a good fit and bespoke finish.

I really feel for you OP.

I would still make a fuss.
Listen to the previous posters and get in touch.
Don't give up.

Also bear in mind.
Also you can get fitted wardrobes from IKEA for a tenth of that price.

I ordered two double wardrobes, the largest height they supply, and some other bits for the house for approx £300.

Also, I would focus on getting them to correct it rather than give you money back. Not only will it let you enjoy your wardrobes more, but they will be working with cost prices so it may well be easier for them to agree to.