Customer is unhappy with her kitchen worktops

Faulty Goods Consumer Credit

Isabel got in touch when the worktops for her new kitchen arrived in bad condition and her claim to the credit provider was rejected.

What happened

Isabel had been looking forward to her new kitchen and had ordered new, cut-to-size worktops. But when the worktops arrived, she was really disappointed - not only were they damaged, but they didn't fit. Isabel tried to sort things out with the kitchen company, but they wouldn't answer her calls or emails. 

When she spoke to her dad about what to do, he suggested that as she used a credit card, she might be able to make a claim under Section 75. 

When she contacted them with her claim, the credit card provider didn't accept it. Isabel complained about this to the credit card provider but they didn't change their mind. Her dad then recommended that she complain to us to see if we could help. 

What we said

We asked Isabel to send us photo evidence of the worktops so we could see what the issue was. When we saw the photos, it was clear that the worktops were badly scratched and didn't fit into the space they'd been cut for. The date stamp on the photos proved that they'd been taken the day the worktops arrived. 

We decided that the kitchen company had breached the contract they had with Isabel to install and supply a new fitted kitchen. We decided to uphold Isabel's complaint and told the credit card provider to arrange for the worktops to be replaced and refitted at no extra cost for Isabel. 

More case studies

Read more case studies to find out who we've helped and what we've said about complaints that were brought to our service.

See all case studies  

A customer complains that his insurer won’t cover the full cost of his emergency operation abroad

Tom had emergency surgery abroad. He didn’t contact his insurer first and used his credit card to pay the bill he was given when he was discharged.


Read more  

My insurer didn't think there was a "medical necessity" to cut short my holiday

Heather's insurer agreed to pay the cost of any necessary medical treatment Heather received while abroad, but didn’t think there was any 'medical necessity' for her to curtail her holiday.


Read more