Car mat

[johnw]

I mast be mad, thought I would treat myself to luxury car mats from carmats4u.com with a life time guarantee. about a hundred quid,. Deep pile, red trim stitching, triumph sewn into them, the looked nice when they came, didn't,t fit them for a while, wanted to clean the carpets etc, surprise, surprise two right handed mats,, when I pit them in the car, when I brought it to their attention, they said sorry, outwith our returns policy, nothing we can do. !
So beware, of them, not very customer friendly
John

[jleyton]

Hi John,

It's definitely worth getting a bit heavy with them (the company, not the mats )

From what you've said, the mats are categorically 'not fit for their intended purpose' and, regardless of their returns policy, the company is in breach of the Sales of Goods Act. They can try and wriggle but you do have the law on your side.

I'd suggest a firm, but polite, letter, emphasising the above and if that doesn't do the trick then you can threaten the Small Claims Court. It may seem like hammer to crack a nut and you may feel it's not worth bothering but usually the threat of genuine and legitimate legal action brings people like this to their senses.

Good luck.

Cheers

Julian

[ChrisLD364]

Hi

Julian's right on that - Sale of a Goods Act - stuff their returns policy the law trumps them.

Chris.

[Kevin Garrod]

If they still refuse to help and you paid by credit card contact the card issuer and explain what's happened. As it's over £100 you're covered.
I've just had to claim money back after making an order online which never turned up and the supplier wouldn't answer the phone or emails. I later found out they do it all the time, I suppose some people just let it go which makes it worthwhile.

[johnw]

Thanks for all the advice, will write to them and the credit card company, will let you all know the outcome
Thanks
John

[johnw]

Had a nice helpful email from, someone at the mat company after further contact, which is below, so some nice people there after all.

Many thanks for your email and firstly please accept my apologies for the reply you had from the live chat. I’ll be looking into who sent that message, as please believe me when I say we don’t normally treat customer’s requests in such an unhelpful way.
I understand that one of the mats is incorrect?
As you received the paper templates of the mats and confirmed they were correct (as per the attached image), please can you advise which one is incorrect and also send me an email picture of the rear mats so I can see the issue.
Once this is done, I will happily send you a replacement as you have said that you’ve only just got round to trying them so they’re obviously still in the condition they were sent.
I look forward to your reply and picture.
Kind regards
Natalie