Damaged bed from TJ Hughes

KTM2009

Hi All,

I took delivery of a faux leather bed and mattress today.

I took the mattress out of packaging to air as advised on the box. When my hubby got in at about 7pm he opened the boxes to start building the bed, only to find 4 holes in the faux leather bed.
I cannot call TJ as they are closed at 7pm, so will ring first thing tomorrow.
The holes are at the top end of the bed, so wont really been seen as the bedside draws should cover it, but its not the point!

Will they tell me i cant return it as i have opened the mattress??
Will they offer a replacement, or should i offer to keep the bed, and just ask for some money back - discount off the price??
What are they most likely to do?

And whats worse i have no bed to sleep on tonight as hubby dismantled ours! Gutted

Thanks Guys

gordikin

Perhaps the holes are 'normal'. Speak to TJ H ASAP in the morning and get back to us here with their reply. If it's faulty they will have to sort it!

Fire_Fox

If it is damaged it is damaged and you can request a replacement. I find it helpful to have in my mind what I want, so if a replacement is going to be a lot of hassle (day off work/ no bed) then I work my way up to asking for a partial refund. It costs a fortune to collect and redeliver so it's better for them for you to keep the damaged item. Whatever is said, get the name of the person you are speaking to: if you don't get a satisfactory response ask for a supervisor. If you need to write and complain you need to know who you spoke to and when.

KTM2009

gordikin wrote: »

Perhaps the holes are 'normal'. Speak to TJ H ASAP in the morning and get back to us here with their reply. If it's faulty they will have to sort it!

Thanks for replying, the holes are not normal, they are caused by something, as it has wripped the packaging too. xx

McKneff

What do you want to happen,
be clear in your head before you ring and ask to speak to a supervisor
as you have a complaint.
I hate having to repeat the same thing to people who pass me over to other people over and over again.

KTM2009

Fire_Fox wrote: »

If it is damaged it is damaged and you can request a replacement. I find it helpful to have in my mind what I want, so if a replacement is going to be a lot of hassle (day off work/ no bed) then I work my way up to asking for a partial refund. It costs a fortune to collect and redeliver so it's better for them for you to keep the damaged item. Whatever is said, get the name of the person you are speaking to: if you don't get a satisfactory response ask for a supervisor. If you need to write and complain you need to know who you spoke to and when.

Thanks for your advice, yeah it will be hassle as it will prob take till Monday to get a new bed, and i have just had a C section so need to be in a bed, not a floor!

How much of a refund would you ask for, the bed/mattress was £369 and £25 delivery?? xxx

dmg24

KTM2009 wrote: »

Thanks for your advice, yeah it will be hassle as it will prob take till Monday to get a new bed, and i have just had a C section so need to be in a bed, not a floor!

How much of a refund would you ask for, the bed/mattress was £369 and £25 delivery?? xxx

If you want a refund rather than a replacement, you are entitled to the cost of the item plus the delivery charge back. As the item is faulty, they must collect it at their expense.

Fire_Fox

KTM2009 wrote: »

Thanks for your advice, yeah it will be hassle as it will prob take till Monday to get a new bed, and i have just had a C section so need to be in a bed, not a floor!

How much of a refund would you ask for, the bed/mattress was £369 and £25 delivery?? xxx

Depends how badly damaged the bed is - ask for £100 as it will cost them £50 to collect and redeliver plus your partner now needs another day off work! If they won't give you the money you want a collection, redeliver AND someone to build the bed for you as your partner is busy due to work. Plug the c-section and be prepared to write a letter.

Tim_Deegan

If you bought the mattress and base as a set, and the base is damaged, then it doesn't matter that you have opened the mattress, as part of the set is damaged. What if it had been the mattress that was damaged, but you couldn't see the hole until it was unpacked?

KTM2009

True True Tim, Thanks.
I have called them and i am waiting for a call back!
will let you know what happens x

shellsuit

Are you sure the holes aren't for attaching a headboard as they are normally at the pillow end??