Posted: 09/07/2016 at 17:36
It doesn't have to be like that! Any company can make a mistake (and lots do) but it is how they deal with it that gives the final judgement.
We had a summerhouse installed this year. We ordered it from B & Q but the collateral contract was with the ultimate supplier: Shires.
The first summerhouse was shoddy beyond belief. They (Shires) promised to replace it. When the second team of installers arrived, they removed the faulty summerhouse, and then said that they couldn't contemplate installing the replacement because it was even worse, having had poorly constructed panels etc sent by the factory.
Third time lucky! A third team of workmen arrived. Every panel was checked as it was removed from the lorry. It was constructed with care, and we inspected it closely to confirm that we were happy. The Customer Services Manager was in constant touch with us. She was apologetic but promised to get it right, and she did. We are delighted with the result.
Moral of the story is to keep on to the company, insist on proper replacement, and confirm all telephone coversations in writing (or Email). Persistence will pay off, I'm sure.