Hi, hoping to get some advice/perspective on if there is anything I can do. I am based in Scotland in case this makes a difference.
We ordered a bespoke piece of joinery to make a media unit for us, from an established company in our city, it is not a one man band. It was made to measure so we expected It to fit perfectly, the wood was oak, expensive which is reflected in the price, it has cost c£8,000.
The first time it was fitted there were many errors.
Glue on wallpaper
wallpaer was not fitted properly- gaps etc
Glue on wooden cabinet
sideboard was not one piece of wood as expected and as per the drawings
The frame did not fit together properly and there was a gap in the centre of the frame.
the hole cut, where the TV will fit is too large and is not hidden by the TV
the company came round to inspect and agreed it wasn’t up to standard. They agreed to refit everything and for the wall papering to be done by a professional decorator which we were happy with.
Our main concern is that the wooden frame did not fit together properly. The piece at the top of the frame is cut into two pieces and there is a gap in the middle and each side where it would join the corners. After the first fit, we expressed our desires for the top pride to be one piece of wood, understood when they said it is too difficult as it is quite long. We asked if it could be fitted so there are no gaps at all, in the middle or at the corners. They said in person the reason for the gaps is that it hadn’t been fitted properly, once it was fitted properly there would be no gaps at the corners or in the middle. We asked numerous times if they were sure, they said yes, we asked again as we couldn’t see how there couldn’t be a gap if the measurements of the wood isn’t changed? We think the wood is too short. They’re reassured again it is down to the fitting.
Fitted for the second time and the gaps are still there. They said they can replace the wood but if they do and there is damage to other areas of the unit, which is a small risk but could happen we would be liable for the damage. If they do damage it, when re fitting the piece which is too small it will cost us around £2000 to fix it.
I have had a quick read of the consumer rights act 2015, I feel they are in breach of this as the end food does not reflect the agreement? So they should be liable to for any costs incurred to get the media unit to the agreed description as per the original designs?
they confirmed in person there would be no gaps, I feel if the piece had to be fitted with gaps and then filled this should have been agreed with us in advance of fitting. As they have not done this then they are in breach of contract.
Any thoughts, advice would be so appreciated. This is our forever home and we have saved for years to have this fixture put in, we thought we were working with a reputable and reliable company. I am very stressed paying thousands for a piece of work which doesn’t match the design, at least in my eyes and we can not afford to pay extra to have it fixed.
thank you if you have read to the end.