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Case studies - Bathroom fit for a brochure

D-Day veteran Mr Gibson spotted an advertisement for a walk-in bath in his local newspaper. 

Looking for an easier way to bathe, Mr Gibson got in touch with the bathroom company mentioned in the ad. It offered to send a brochure and price list, as well as someone to visit his home.

In the brochure, Mr Gibson saw a shower and walk-in bath that he thought would be ideal for his bathroom. He showed this to the salesman who came to visit.

The salesman drew up a contract there and then for £4,850. As Mr Gibson felt comfortable with the representative and was confident he'd get what he wanted, he signed and handed over his card for the deposit. But when the salesman had left, Mr Gibson read the contract and saw that the positioning of the bath and shower weren't as he had expected.

He explained to the company that the brochure had shown the bath in a different position, while the contract drawing meant he would not be able to look out of the bathroom window. Also, the picture showed a wall-mounted shower, but the drawing had it fixed to the taps.

The company responded saying this had been discussed and accepted, but Mr Gibson disagreed, saying they had only discussed money. He then contacted Which? Legal Service for advice.

Which? Legal advice

We explained that to succeed with a claim, he would have to show that the verbal agreement was for the bath as it appeared in the brochure. Mr Gibson believed that he'd made this clear to the salesman.


While still disagreeing, the company said Mr Gibson's wishes could be met as a gesture of goodwill. He is pleased with the work completed in his new bathroom.