A half-baked cooker replacement 

Julie Jones, from Harpenden, needed a replacement hood for her Miele cooker. She was advised by Miele that her existing model had been replaced by another product that would meet her needs. Julie bought the new hood model and installation service from Miele but was told the installation would be carried out by a separate company called Kaboodle. When Kaboodle came to fit the new hood, workers informed Julie the new hood was the wrong size. Julie contacted Miele and was told she would need to pay further costs and to contact Kaboodle. At this point, Julie got in touch with Which?.

The law

Under section nine of the Consumer Rights Act 2015, items from retailers must be fit for purpose. In addition, consumers should not be misled about an item, under regulation fi ve of the Consumer Protection from Unfair Trading Regulations 2008.

Our advice

We advised Julie that her contract was with Miele, not Kaboodle. The cooker hood was not fit for purpose, and she had been misled about the new hood being a direct replacement. Therefore, she was entitled to reject the hood for a full refund from Miele. After going back to Miele, Julie received a full refund of the cooker hood and installation costs. Miele GB said: ‘We apologised unreservedly to Mrs Jones for the inconvenience and arranged a full refund. We aim to deliver great customer service and always ensure we learn and improve when something goes wrong