Kit home company under fire for long wait times
A tiny home retailer has faced Consumer Affairs Victoria for failing to fulfil customers’ orders.
My Tiny Home Kit and its director, Spencer Porter, have agreed to make changes to how the business operates following numerous complaints to the watchdog from customers who bought into the dream of building a granny flat or tiny home, only to be left hanging on the status of their orders.
The online retailer, which designs, manufactures and then supplies kits for homes up to 81 square metres, was registered as a business in November 2022 and operates out of an office in Clyde North.
Victoria’s consumer affairs body reported that customers of the business have repeatedly contacted the agency to complain that they failed to receive their kit home orders in a reasonable time – or at all – and that they were not granted a refund. Some other buyers who received their orders discovered them to be incomplete.
Following an investigation by Consumer Affairs, Mr Porter, who is the sole shareholder of the business, has entered into an enforceable undertaking agreeing to change certain business practices.
Mr Porter agreed that the business would contact the customers who have submitted written confirmation of their design specifications on or before 3 January 2024.
They will hear from the business by email, post and text within three business days of the undertaking’s commencement date; and will be offered either the choice of a full refund within 21 days of their written acceptance of the refund offer or delivery of their completed tiny home kit within an agreed upon time frame.
Going forward, Mr Porter has promised that the business will not offer to supply or accept payment for kits that the company can’t deliver within an agreed time period or a reasonable time.
The business has also been tasked with creating and maintaining a dedicated email account for refund requests and feedback; and implementing an internal complaints management system to record and respond to complaints.
Porter made the undertaking personally, on behalf of the company, and it is in effect for two years.
As the consumer protection body noted, under Australian Consumer Law, companies are required to supply goods within a specified time or, if no time is specified, within a reasonable time.
The watchdog said that any customers of My Tiny Home Kit who need assistance dealing with the company should contact the state entity for further help and advice.
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