Appalling Quality and Customer Service
We ordered two columns for our front porch project. We kept both columns wrapped and where they were delivered to until our builder was ready to complete our project.
When my husband and the builder opened the packaging both were completely shocked at the state of the column. They had a very obvious seam on two sides of each column. They had scratches on them and the paintwork was patchy. In addition there was damage to one column. The builder said he had never seen such awful quality in his career!
I called the company immediately and sent photographs illustrating all of the above points. The customer service executive said that she also was shocked and had never seen anything as bad as these.
She was initially very helpful and passed this to the Managing Director, Andrew Lucas. Unfortunately it was at this point that things got even worse (if that was possible). He emailed to say basically hard luck nothing we can do, we will not consider your case as it is over 28 days as in our T&Cs. We were completely dumbfounded...how could anyone try to deflect accountability for not only the damage, when we had an independent witness, but also for the appalling dreadful manufacturing quality which was clearly seen in the photographs.
We sought legal advice and were told the MD could not do this as the products failed on all of the aspects of the Consumer Rights Act (2015), nor could he try to restrict these rights with his T&Cs, which he was clearly doing in his email. In other words the law overrides any restrictive company policies.
Once we sent this he agreed to refund and collect the columns.
Truly disappointing and time consuming experience. My advice would be to avoid this company at all costs.
