Reids Leather Suite

mr-s_2

Hi

Looking for some advice on a leather suite that i purchased less than a year ago from Reids.

On my my 3 seater there are two areas where the leather surface has rubbed away to leave a lighter coloured patch. Basically it looks pretty bad and not something I'd expect to happen to a couch of it's age.

I contacted Reid and their technician came out and took some photos but they sent me a letter saying they'd be taking no further action as it is not a manufacturing fault.

I've tried phoning them to discuss but I am getting nowhere with their customer services and I am getting pretty frustrated.

Can anyone tell me what my rights are with this or have i got to grin and bear it...??

thanks in advance

Mr -S

Purpledaisy_2

Have you queried what they think have caused it?

They are normally pretty good if problems are manufacturing.

The only thing I could suggest is to get an independent report done yourself for a second opinion, what region are you based in?

mr-s_2

Purpledaisy wrote: »

Have you queried what they think have caused it?

They are normally pretty good if problems are manufacturing.

The only thing I could suggest is to get an independent report done yourself for a second opinion, what region are you based in?

hi... many thanks for the reply : )

the letter that we got back after the technician had visited more or less stated 'general usage' but in my opinion a leather suite should never look like that after a year - i reckon it's just made with extremely poor quality leather. I have asked their customer services to explain why it's now looking so badly worn and they said they'd need a director of customer services to answer that (i've phoned weekly for 5 weeks for them to do this and still nothing). I'm from Glasgow, same place as their customer service base.

how would i got about getting a second opinion?

emmell

I know this doesn't help you, but as an idea of wear, my suite was purchased over 6 years ago and it hardly looks like it's been sat on. We have 2 dogs and 1 cat and all are allowed on the furniture, the suite is in a room with large windows and full sun and there is no fading.
It's made of analine hide, I know there are different types of leather but I wouldn't have thought any leather would only last a year. Have you tried googling leather repairers or restorers in your area they may inspect it (at a charge) and give you a report.
ML.

mr-s_2

emmell wrote: »

I know this doesn't help you, but as an idea of wear, my suite was purchased over 6 years ago and it hardly looks like it's been sat on. We have 2 dogs and 1 cat and all are allowed on the furniture, the suite is in a room with large windows and full sun and there is no fading.
It's made of analine hide, I know there are different types of leather but I wouldn't have thought any leather would only last a year. Have you tried googling leather repairers or restorers in your area they may inspect it (at a charge) and give you a report.
ML.

Hi... yeah it defiinitely should not have worn so badly so quickly -the reason we bought a leather suite was in the hope we would get a good lifespan out of it

i'll have a look at restorers in my area - surely Reid should admit there is an issue with the product though?

Purpledaisy_2

http://www.katech.org.uk/

Give these a call, they cover Glasgow & one of the best I've come accross.

If its less than a year old and you don't hammer the sofa I can't see fair wear and tear being the reason for it.

mr-s_2

Purpledaisy wrote: »

http://www.katech.org.uk/

Give these a call, they cover Glasgow & one of the best I've come accross.

If its less than a year old and you don't hammer the sofa I can't see fair wear and tear being the reason for it.

excellent - i will give them a call - do you think i should ask them for a report on the quality of the suite to assist my complaint to Reid?

Purpledaisy_2

Yeah, if you explain how long you've had the suite, Reid's have been out and you want a second opinion they'll be more than happy to help.

One of the cheaper upholsterers out there too,shouldn't cost you too much for an inspection.

mr-s_2

Purpledaisy wrote: »

Yeah, if you explain how long you've had the suite, Reid's have been out and you want a second opinion they'll be more than happy to help.

One of the cheaper upholsterers out there too,shouldn't cost you too much for an inspection.

ok thanks again, will give them a call tomorrow

mr-s_2

...hi

got a qoute for a report on the suite and it sounds very reasonable indeed so i think i will proceed with that. If they find that the wear/damage is down to more than wear & tear how would I proceed with a report in hand?

thanks again to everyone for their advice

mr-s_2

got the following reply when i contacted their customer services dept in writing... can anyone advise what to do now - am i best speaking to trading standards or can anyone advise what my rights are... thanks again

----

Dear Mr S

The Company advised you on 9th October 2009 that we did not consider the goods to have any manufacturing defect, and the “fault” reported was due to local conditions of use.
This was the decision taken by the Company. However, following your contact with our Department, the front line advisors have referred this back to our Manager, on your behalf, asking if the complaint can be revisited.

Your complaint has been referred and is being dealt with by XXXXXXX the Customer Manager. Our Department will contact you when an update has been received.

I can certainly forward your email to XXX's office for a letter reply but the Director will not email you or telephone you direct.

Regards