Break of trust & honesty

Highly disappointed and break of trust and honesty. I recently ordered a softener with a filter and taps. It was installed on 29th June 2023. Due to unforeseen circumstances we are moving out of the house and staying out of the country. So, we have to cancel it and I already notified the team about the cancellation of the items on 3rd July within 3 days from the installation.

The salesperson sold the product to us by saying that we can cancel the agreement within 14 days of cancellation or use their 90-day money-back guarantee to get the full refund. They never mentioned about the filter or taps or about any exclusion and all they said was you will get a full refund.

I have been talking to the aftercare team from Monday for the past 4 days about the refund and no proper response. Now the person I spoke with in the aftercare team is saying that they will not refund the money for the taps and the filter. I also spoke with the manager who was very rude and unkind and said that he won't do anything and his decision is final.

The salesperson who sold me the products didn't mention this nor did the quote/agreement very clearly state this. The quote only lists a list of 6 goods and prices for them but doesn't tell which ones are refundable/non-refundable nor which one is consumable. When I look into the quote/agreement section 9.1 says "The Customer has the right to cancel this Agreement under the Consumer Contracts Regulations 2013 within 14 days after the Equipment has been delivered. The right of cancellation shall not apply to any consumable products" but nowhere it says which one is a consumable product nor explains that.

Also, the salesperson sold the taps saying that it is £516 and she is reducing the price to £390. But after the issue, I found that the same tap is only sold for £350 on Harvey's website. For your note, the tap I ordered is currently not under sale or on offer on their website. Clearly, they mis sold it to me making me believe I get a discount.

Since I canceled the order within the 14 days period under the Consumer Rights Act., I expected Harvey's to refund the full money. In addition to these rights, Harvey's website also says that "Harvey's are happy to refund an order you have placed mistakenly, or where the wrong item has been ordered, up to a period of 14 days after you have received the order"

Without looking into any other companies in the market, I went for Harvey's because of its reputation and good name. I expect Harvey's to uphold trust, loyalty, and customer values and concern and it is disappointing to go through this process and how customers are badly treated with contempt. I hope Harvey's understands my situation and arranges the due refund and helps to ease this situation. Going forward it would be helpful if this is clearly explained to the customers by the salesperson and the quote clearly mentions it so that situations like this can be avoided.