BHS (british home stores) customer service help - faulty item

andreabritchic

Hi

i bought a bedstead over the internet (using debit card) and it was faulty and couldn't be built by the courier company. The courier wouldn't take it back and now i have an unmade bed and bhs are not arranging collection or calling me back to discuss it. it has been 4 weeksd now and i've made several phone calls each one being half an hour long. does anyone have any ideas of getting them to talk with me as they say i can't have a refund till they have it back but they won't arrange a collection or call me back. the item is no longer in stock (although they failed to tell me that until i'd called twice more...)

i'm well used to buying over the internet and have never ever had a problem before with faulty items let alone a well known company blanking dealing with the issue. any suggestions would be great.

KeithP

You should've cancelled the order under DSRs in the first seven days.

But that's no help now.

I think you now need to write a letter, headed Letter Before Action.
Explain what has happened so far, and give them (say) 14 days to refund your money and collect the faulty bed.

When the 14 days are up, if you haven't got your refund (if that's what you asked for) you will need to start court action.
Have a read of Her Majesty's Courts Service Money Claim Online website .

Zandoni

When you phoned did you talk to a manager?

andreabritchic

thanks, i'm definately going to write as still had no response from them. i can't get to speak to a manager as they're onlyt available for call backs not when you call in...well, it's neither in my case!!

r34haa

Hi can you tell me if you have got this sorted yet?

unholyangel

r34haa wrote: »

Hi can you tell me if you have got this sorted yet?

OP's profile:
Last Activity: 04-06-2010 9:35 PM

Freddie_Snowbits

andreabritchic wrote: »

Hi

i bought a bedstead over the internet (using debit card) and it was faulty and couldn't be built by the courier company. .

from their website

You are entitled to cancel the contract and receive a full refund up to 7 working days after the day on which your order is placed

If you wish to cancel the contract once the order has been despatched or delivered, this must be done within 28 days of placing the order. The following conditions apply...

Made to order items (those where you can choose a colour)
Bhs reserve the right to retain 20% of the order value, unless the goods are incorrect, damaged or faulty

Non made to order items (those with only 1 colour)
a full refund will be given.

Freddie_Snowbits

Ooops another option is to rind bed manufacturer direct and get missing parts delivered.