Couple's rage over new stove

FUMING . . . Michael Layden and Sylvia Layden with the hearth

A HEATED row over a fire has left fuming customers out in the cold and out of pocket, they claim.

Sylvia and Michael Layden say Housing Units - whose motto speaks of "Home furnishing heaven since 1947" - have made their life hell over the last few weeks after they bought a wood-burning stove, accessories and flooring from the Hollinwood store.

The couple visited the store on a number of occasions and spent almost £5,000 on the purchase which included the stove, hearths and surrounds.

But when the items arrived not only did some disappoint, they claim, but the granite hearth which they were assured by sales staff was the right size, was almost two inches bigger than they had ordered and didn't fit their fireplace.

With a growing list of issues, including an incorrect flue, the wrong item being delivered and the wood burner being left upside down at their home by delivery staff, Sylvia called customer services, hoping to quickly resolve the issues.

But almost a month later, after what they describe as "absolutely dreadful" customer service and being forced to seek help from Citizens Advice, they are still without the fire.

Sylvia said: "We spoke to several customer service staff who tried to help us and we were willing to compromise on what could and couldn't be sorted, but as soon as we had to deal with their customer services manager we've not got anywhere at all.

"She told us to get the granite cut by our fitter, but our fitter wouldn't do it because he said if he damaged it he would be liable. Her answer was to get a different fitter.

"The slate chamber we ordered was chipped. The guy who came to assess our complaint said it was meant to look that way as it was 'rustic', but it didn't look like that in the showroom. And again the customer services manager refused to accept there was anything wrong with it.

"We got our fitter to turn the stove the right way up but as he did we heard this crashing inside it so we got the Housing Units guy to look at it and he said everything was fine with it but we won't know that properly until it is fitted.

"The flue was the wrong one, even though they insisted it was the one we needed, and they won't change that either."

She added: "We asked to send it all back for a complete refund, but she said you can't, there's nothing wrong with it.

"I was advised by Citizens Advice to send a letter, which I did recorded delivery, and we just got one back from the customer services manager saying exactly the same thing."

The Laydens say they've had no choice but to find another fitter who will cut the granite and spend £500 on a new chamber from a Middleton firm.

With their faith in Housing Units in tatters, Sylvia rang to cancel their flooring order, two days after they'd placed it, but was told it had already gone through and if she cancelled it she would lose her £400 deposit.

She said: "I just couldn't trust Housing Units any more.

"I thought there'd be a cooling off period of seven days to cancel the order, but he said it had gone through and I would lose my deposit, which I can't afford to do. We've saved up a long time to get this done. I've shopped at Housing Units for over 25 years and bought several fires, flooring and all sorts. But after the terrible stress of this I never will again."

Karl Shackley, Housing Units operations manager, said: "We're sorry Sylvia and Michael have had a bad experience. In this instance, a third party fitter was chosen instead of one of Housing Units' recommended fitters. The fitters we recommend are vetted and are competent with our products.

"We'll happily provide a free expert second opinion from one of our HETAS (Heating Equipment Testing and Approval Scheme) recommended fitters to ensure they have the correct advice to fit the goods properly."