Some time ago I ordered a new wardrobe. When we were about to put the sliding doors on, we found that one had a split right down the back. I got in touch with the company. They got back to me via WhatsApp and they wanted to know what part number the door had. I didn’t know because neither doors had labels on them. I checked the assembly instructions and it wasn’t clear which door we needed. I asked them to help me identify which door I needed, They just kept pressing me for a part number. We were under time pressure. I couldn’t get both doors out of the boxes to compare because we were constructing the wardrobe in a small space, so I tried to work it out and gave the part numberI believed it to be. I had to wait three weeks for the replacement door.
When the door arrived, it was the wrong one. I got back in touch with them and asked them to exchange the door I had for the correct door. They say that as I specified a specific part number, it is my fault I received the wrong door and so must pay for a replacement. The cost is a quarter what the wardrobe is worth. They say that even with an exchange they would incur courier costs and those costs are mine to bear because I am at fault.
I did some research and I think that under the Consumer Rights Act, I am right to expect the correct replacement door, free of charge, regardless. If they had labelled the doors with the part numbers and had explicit assembly instructions as well as agents who can help with technical queries and not sent me an undamaged door in the first place, I wouldn’t be in this position.
They are being less than helpful. Does anyone have any advice for me? I have asked for a supervisor to get in touch, but so far, nothing.