Please advise - Faulty furniture

choccyface2006

I bought a coffee table from a well known department store and it was delivered three months ago.

I signed for delivery but noted that I hadn't checked the contents.

As soon as I opened it I could see the damage so I rang the customer after sales line. After many attempts I got through and so began a series of phone calls and emails. I sent photos of the fault and the packaging which was damaged too. When I didn't hear anything, I called again but the women dealing with it sounded bored and disinterested.

I worte to the head office a month ago, listed the dates of emails and calls and who I spoke with but still I have heard nothing.

I just want a replacement coffee table not a refund but its just not happening.

I paid in full using my Visa debit card. I just want a new, unblemished table.

What should I do now? Should I write to them again giving them, say 10 days to reply and threaten them with some sort of action? If so, what?

Thank you in advance

Sarah x

booter

Hi Sarah. You don't say if you kept a copy of your letter, or sent it by recorded delivery. If not, then do another letter, keeping a copy and send by rec.del. If still no response , or if you did keep a copy etc. then contact your local Trading Standards office - they may be able to negotiate on your behalf. Where goods are faulty when first purchased, generally you are entitled to reject those goods and be refunded the full purchase price. If Trading Standards cannot negotiate, then the only option would be to threaten the shop with small claims proceedings. Hope this helps - good luck!

fthl

what is the nature of the damage?

choccyface2006

Thank you Booter, the letter is on my computer but I didn't send it recorded. I'll follow your advice, thanks again

choccyface2006

fthl wrote: »

what is the nature of the damage?

Its a small chip, small but still very annoying xx

choccyface2006

Its been 5 weeks since my first letter and I have written to them again and given them 10 days to reply before I contact Trading Standards, I included a copy of my original letter and sent it recorded delivery. Thanks for your help, I may be back if I don't get a response!

Sarah x

choccyface2006

Hi again

Well I am still no further forward with this. I contacted Consumer Direct on 13/09 and sent a template letter to the store that I bought the table from, it was a "Final letter before legal action" letter and I gave them 14 days to respond, I copied all my other letters and sent it recorded delivery. I also was advised to write to my bank to request a chargeback (Visa Debit card) but drew a blank with that.

Once again I heard nothing so I called Consumer Direct again today and on their advice I have sent another Final letter giving them 5 days, if that fails they said they would see if my local Trading Standards could help and the Small Claims Court would probably be the next course of action.

This is a well known and respected department store, is there anything else I could do? Is it worth approaching Watchdog? I am so cross that they have not even acknowledged any of my written correspondance.

Any advice would be welcome. Thank you

Sarah x

fthl

don't send final letters and then send another final letter. You'll get ignored. If you want to pursue, sue. Be ready for the claim that the damage was caused by you. It is very common for furniture to be damaged by the buyer shortly after delivery as it is moved, things are put on top of it, there is decorating going on etc etc.

Wouldn't bother with watchdog, it is running now so I guess they'll have their episodes planned now. Also, court is likely to be quicker. I'd wager that you'll get a decent response once the papers go in.

Zandoni

Have you actually gone into the store and spoke to the manager?

choccyface2006

Fthl, that was my feeling about sending another "Final letter" too but the guy at Comsumer Direct told me thats what I should do so I felt he knew better than me.

Thers has never been any dispute that the table was damaged in transit but I see where you are coming from..

Zandoni, no, simply because the store I bought it from is miles away and when I called them they simply passed me on to the general furniture department.

Anyway I have an update!

I have had a call today and it looks like yesterdays letter has done the trick, they are replacing my table on Monday

Sarah x