THERE’S NO MOUNTAIN TO CLIMB FOR CUSTOMER

Nov 20 2011 by Ian Robson, Sunday Sun

FIT the best, their adverts say, fit Everest and I certainly found them the best for reader Alice Redpath.

Alice told me how she had changed her mind after buying a kitchen from them.

She had already coughed up £1,000 initial deposit and given them an additional £879 payment.

She asked to cancel the job but Everest said they would retain the cash against any future purchase.

They changed their minds after I took up Alice’s complaint.

The initial £1,000 deposit will be returned and the second payment would not be collected from her credit card company.

Alice, 81, had told me how the complaint arose.

She said: “I had a telephone call from Everest asking if I was interested in a new kitchen and, as I had been a past customer, they could offer a good discount.

“A man came out and asked me to sign a contract but did not mention there was a seven-day cooling-off period.

“He asked for a deposit of £1,879 but I could not raise the amount at short notice so he agreed to accept £1,000 by debit card and the rest would be paid when the surveyor came. The total cost would be £12,531.

“I decided to cancel and that was the first I heard of the seven-day cancellation period.

“They said it was in the small print but, although my eyes are not bad, I did not spot it.”

At first Everest said Alice would not get her deposit back but it would be held for a year in case she wanted to buy something else. I asked Everest’s public relations consultants Citigate Dewe Rogerson for a comment.

And there was good news for Alice.

Spokesman Toby Clark told me: “I gather you called regarding an Alice Redpath, who had agreed to getting a kitchen installed but was confused by the small print.

“I’m pleased to say that her £1,000 deposit is being repaid, in full, as a goodwill gesture.”

There was no mention of the second payment so I asked what was happening with that as well.

Toby said: “The initial deposit taken for £1,000 was not the 15% required on this contract.

“The additional £879 was to be collected by the surveyor and this was agreed by the customer.

“The surveyor took the customer’s card details and rang from site to the office and gave the details.

“The £879 was not taken immediately, and the next day the customer cancelled the contract, so no payment was taken from the customer.”

He added: “As a gesture of goodwill, and as Mrs Redpath was a returning customer, we have agreed to refund the deposit she paid.

“We are pleased that she is now happy and hope she comes back to us again for her home improvement needs.”

The last word goes to Alice, of Bedlington, Northumberland, who said she was not aware the second payment had not gone through.

She told me: “Thank you for taking up my complaint and getting the deposit returned. I will be in your debt forever.”