Stones Electrical Ltd

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

A description of the good or service offered and what happened.
On May 7th 2008 a fridge freezer was ordered. I paid £314.00 inc delivery, paid for the goods and received an invoice for £314.00. Later I was contacted by telephone and told the price was £348.00 inc delivery to my door, so I paid the difference reluctantly. The item arrived on 29th May 2008 and was damaged by the carrier. The damage was reported immediately and a full refund was requested, and the store was asked to collect the item. It ignored my emails for a while, so on June 18th I had to record the delivery of a letter to them asking for a refund and to have the item collected. I waited in all day but their carrier claimed to have called at the property and did not get access. They said there were no numbers on the flats. That is true but there are 74 flats that all look the same so how did they know one from the other. They should have given that they delivered the item. Later they claimed they had called at my door and spoke to me, but they could not explain why they would do that and not take the fridge freezer away.
On 9th July the carrier called me and asked me where the fridger was. As soon as I said it was in the bedroom of my 1st floor flat and needed packaging because the carriers had ripped out the foam packaging to carry the item upstairs, they said they would not collect it or repackage it. They said health and safety issues prevented them from carry that weight. I pointed out that it did not prevent them from carry it upstairs or damaging the item when it was delivered on 7th May 2008. They said they would see their employer and get back to me. The didnt call me so I called trading standards who later returned my call and said they would collect it on 9th May 2008. I waited in all day and nobody arrived to collect the fridge. When i contacted the shop they claimed that the carrier had said they were not collecting the item as I had threatened them. This was rubbish. The trading standards arranged the collection after I spoke to them so I never spoke to them again, and why would I threaten somebody if they collected the item, when I was trying to get rid of it. They didnt want to collect it as it was upstairs and they would be held responsible for any further damaged etc. However they couldnt tell the store that they werent going to collect items for them so they blamed the customer. The store said as the carrier would not collect the item then they were not responsible and would not get an alternative carrier. They were informed that it was their duty under the law to deal with such matters but they said they would blame the carrier and I could whistle for my money back.
I now have a fridge freezer stopping me from decorating my bedroom, and a landlord who wants to fit an entire kitchen. This means I need the space for my own items. This store isnt interested in you once you part for your money. The law and your legal rights mean nothing to such stores. Do not buy anything from these people or their associate companies. I was ripped off and wish to let others know about this store so they dont get ripped off. I intend to post my experience of this store all over the internet and if necessary print leaflets and put them through doors in their area and put notices on ebay etc unless I get this fridge freezer collected and my money back in full. I will give them the chance to refund my money but if they do not then I shall start a campaign against their company. The company is responsible in law as it it them that the item was purchased from. Not their carriers etc.

What have you attempted to do so far?
I spent about £60 in telephone calls calling trading standards, stones direct, consumer advice sites, the carriers, and their other companies that they tried to fob me off to. I sent emails time after time. I sent recorded delivery letters etc.

Why you feel your complaint has not been fairly or properly addressed by the company?
Because they dont want to be lumbered with the cost of collecting the item, and the risk that it may be damaged further and not replaced by the manufacturer, and still have to refund my money. They flaunt your legal rights because they think that as your not local you will quietly go away.