We ordered a shower system for bathroom work that starts in a month. On opening the box it was a lot less well packaged than I was expecting, with a few items rattling about and one box empty apart from a tiny part that didn't look as though it belonged in there. There was no list of items.
I complained to the retailer, with this photo of the opened box. They then asked for a photo of all the individual parts so they can "check them with the manufacturer".
I replied saying this:
Under the Consumer Rights Act, 2015, goods should be satisfactory and as described. I do not consider a shower system costing nearly £900 to fit that description when it arrives poorly packaged and without a list of parts that we can check the items against.
I understand that you will want to be in touch with Grohe to ensure that the contents of the box are complete, but that should be something you do as a firm without impacting your customers and their timelines. A more reasonable approach would be for us to be sent a new identical system, in its full original packaging (ie what we ordered), and you could then collect the one I have and carry out the investigations with Grohe that you suggest.
They have said no and asked again for the photos. I'm worried we aren't going to resolve this in time for our builders who arrive in 4 weeks. Any thoughts about our options very welcome.