Hi all, I was wondering if I could get some opinions please - am really at a loss!
I placed an order for a new front door (and surround) last June. I shared diagrams and photos of exactly what I wanted - heritage/yale lock and a door knob in line with it on the right hand side -I've attached the picture (but it's not from the company!). Sales lady confirmed she understood and sent back confirmation of the order.
Thanks to the current situation, it wasn't fitted until October. The door was fitted but the door knob is in the centre of the door! Below where you'd have a knocker and above normal handle height - it looks ridiculous. The fitter agreed, but said it had come like that, so I sent the picture to the door company and complained, they immediately said it was their fault and they would rectify it by sending a new door to the original design.
I tried to chase numerous times but could never get an answer on the phone.
I didn't hear anything until December 15th, when I missed a call and they left a voicemail saying they were ringing to book an installation in January. Fab! I rang back to confirm the date only to be told it was actually impossible to place the handle in line with the lock because of the way the lock ran down the length of the door. They said they could replace the knocker with a spy glass or replace the door with another model, so I said let me have a think and I'd get back to them.
The knocker is below chest height and directly below a window in the door, so I decided that would look equally ridiculous and emailed them Dec 21st to say so, saying instead (in light of the current tier 4 restrictions and also because I had picked this door especially for the window and apparently it's impossible for it not to have the door knob hole pre-drilled there!) I would accept accept a discount as a compromise and keep the door.
This is where it gets tricky - I agreed to pay over 12 months for the door on finance, and the finance agreement can't start until I have said I am happy with the installation, so I am still yet to pay (or start paying) for the door!
I heard nothing so chased mid-Jan by phone (no answer) and emailed start of Feb (no answer) start of March (he needed to speak to his manager) and then later in March, whereby I was offered a £60 discount (Entire order was £1880 for reference).
Without the handle, the door is difficult to close (I can't get purchase on the tab under the lock) and it looks ridiculous, like something a child would draw! I replied 1 day later, and said that either they would need to substantially reconsider their compromise, or provide me with a date where a new door, to my agreed and promised spec, could be fitted. I've heard nothing since, though I've chased several more times.
What would you do in this situation please? I'm so tired of chasing for no response, or having to wait months on end, but I also don't like the idea of this unstarted credit agreement looming over me! Added to this, I now might be looking to move house, and really don't want to move away from unpaid fittings!!!