Reply from HAVAApr 3, 2026
Dear Customer,
Thank you very much for sharing your experience in such detail, and for your kind words about the attitude of our customer service team. We take your concerns very seriously and offer our sincere apologies for any confusion or disappointment you have experienced with this purchase.
Thank you also for giving us the opportunity to clarify this situation further. We understand your confusion when comparing the product page images to the item you received, and we appreciate you pointing this out. Please allow us to provide a clearer factual explanation regarding the difference in the dish racks.
1. Regarding the images on the product page: they show the US version.
The images on the product page you referred to were taken using the dish rack for the US version of the Hava R09 dishwasher. There are legitimate differences in dish rack design between the US and UK versions, primarily due to:
Differences in typical cup/glass sizes and tableware specifications between markets.
Slight variations in the spray arm layout and wash programs between the US and UK versions.
2. You received the standard UK-spec R09 dish rack.
The Hava R09 dishwasher you purchased in the UK market comes standard with the UK-spec dish rack. The R09 features updated washing programs and its rack structure has been specifically improved to match the water jet angle and dish rack layout.
We understand that seeing the US version images led you to expect that rack. However, product images are for illustration purposes, and the actual retail version is based on local market specifications. We will immediately add a clear note to this effect in the product specifications section.
3. Regarding our initial suggestion that we could provide the "US dish rack".
Our customer service agent, acting in good faith, initially offered to try to source the US rack for you. However, please understand the following:
The US-spec dish rack is not a standard accessory for the UK-spec R09.
Installing the US-spec rack could potentially affect washing performance, spray arm rotation, and program compatibility.
Therefore, we cannot provide the US-spec dish rack free of charge as a replacement part.
4. We have neither sent the "wrong part" nor acted illegally.
You purchased a UK-spec R09 dishwasher, and that is exactly what you received. The product page images showing the US version represent an issue of cross-market marketing materials not being properly distinguished – it is not a case of sending the wrong part or a significant mismatch between the product and its description.
Under the Consumer Rights Act 2015, whether a product matches its description must be assessed considering market versions and specification details. We acknowledge that the images should have more clearly distinguished between the US and UK versions, and we are correcting this. However, we do not believe this creates a legal obligation to provide a free accessory from another market.
Our Proposed Resolution
If you feel the difference between the US and UK versions is a significant issue for you, we will offer a full refund upon return of the product, and we will cover the return shipping costs.
If you are willing to keep the dishwasher, please be assured that it is a fully functional product that meets all UK specifications and is working as intended.
We apologise again for the misunderstanding caused by the product page images not being clearly marked as "US version for illustration." We will update the product page immediately to clearly distinguish between the US and UK dish rack versions. Thank you for helping us improve.
Sincerely,
The Hava Brand Operations Team
