Bathstore goes into administration – your rights
Bathroom retailer Bathstore has gone into administration, although it will continue to trade while a buyer is sought.
BDO has been appointed as the administrator and says the firm is expecting to be able to satisfy "the majority" of outstanding customer orders, although installations will stop immediately.
The chain has 135 UK stores and the administration puts 531 jobs at risk. If you're a Bathstore customer, here's what you need to know.
I have paid for an order but not received it – what should I do?
If you have an order that you haven't yet received, you will be contacted by the store either by phone or email and they will inform you whether your order will be delivered in the next few days.
The company says it is no longer able to offer installation services, so even if your order is going to be delivered you'll need to sort out alternative arrangements to get it fitted.
For orders or installations you've paid for but won't receive, your first port of call should be to try and claim this back through your card provider.
- Paid on a credit card and the item cost more than £100? Try Section 75. Under Section 75 of the Consumer Credit Act, if you pay on your credit card for an individual item costing more than £100, the card company's equally liable and you may be able to claim from it. If you bought various items though, you may struggle to claim if they aren't each over £100. See our Section 75 guide for more info and template letters.
- Items less than £100 or paid on a debit card? Try chargeback. Unlike Section 75, the chargeback scheme isn't a legal requirement, it's just a customer service promise. But it's worth trying and when other firms have collapsed previously, we've seen successful claims from people using this. You may be covered by the Visa, Mastercard or American Express protection schemes. See our Chargeback guide for details of how to claim.
If you didn't pay by card, you'll likely have to try and claim from the administrators, but this can be a lengthy process and you're not likely to get all your money back. To make a claim, contact the joint administrators at BSCOM@bdo.co.uk.
What are my rights if I've already bought from Bathstore?
Unfortunately, as a consequence of the administration Bathstore says it will be unable to process returns at this stage.
If you have bought an item that's faulty or not as described, it may be worth trying the processes outlined above to try and get your money back.
What do the administrators say?
BDO business restructuring partner Ryan Grant said: "Despite significant investment into the business over the past five years, Bathstore has struggled to overcome the well-documented challenges facing the UK retail sector.
"The appointment was made after several months of difficult trading, and the failure of ongoing talks to find a buyer for the business. Bathstore is continuing to trade in administration, whilst the administrators seek a buyer."