faulty bed- Barker & Stonehouse

mashcat01

Hi,

I'm new to this so please be gentle.
I bought a set of bedroom furniture about 3 years ago from Barker & Stonehouse (value app £2500).
The bed is a sleigh bed type but quite chunky and heavy- consists of headboard, footboard & 2 side bars.
Yesterday I had to move the bed a few inches to allow a plumber access to a radiator. We moved it by holding the side bars and semi lifting semi sliding.
As we moved it the side bar came away from the headboard taking a chunk of the headboad with it.
I called B&S- they said as it is out of the 2 yr warranty they can look at fixing but that would be at my cost!!
Looked at SAD FART.. is it reasonable for a bed to only last 3 years before breaking?- as it was app £800 (exc mattress) I thought not.
The brackets which attach the sides to the headboard & footboard have also dug into all 4 corners of the mattres (£650) causing holes/tearing.

I am waiting to hear what B&S say as they've just sent a technician out to take piccies. He says it will need a new headboard making (I guess this would be pretty pricey as they no longer stock the range!)

any thoughts suggestions please???:(

Hintza

If you didn't strip the bed of the mattress and all bedding before moving then I think you only have yourself to blame. It didn't break when it was doing it's job ie as a bed.

You say yourself it is heavy.

mashcat01

We had taken the mattress off- that's how I saw the brackets had torn into the corners.

pulliptears

I'd send an email, posing as a customer, and ask about the durability of their products. Ask how long they reasonably expect a bed would last as this is a big purchase for you

Ms_Chocaholic

B&S have a Facebook page, if you get no joy then post on there for all to see - that may get you some results

Tim_Deegan

Ask them what the design life of the bed is. If it is within the design life then they must pay towards the cost of replacement or repair, although you will have to pay some towards it.

mashcat01

Hi Guys,

Just had HUGE arguments with them. They say the bed as moved 'incorrectly' - although I pointed out no 'correct lifting' instructions were ever supplied!.
They say my explanation of how the bed was moved is 'inconsistent' with the technicians report- saying that 'someone' has tried to move the bed on their own... as I live on my own I guess that must be me!! I said I wasn't happy being called a liar! The guy said 'well you did say you live on your own'!!:mad:
They won't do anything to help, were incredibly rude, aggressive & argumentative...
I took prev advice and have put something on their facebook page..
I'm also getting a letter from the plumber saying he helped me move the bed (they suggested he was to blame and I should claim off him???) and I guess I'll write in but I don't hold much hope.
I asked about the damage to the mattress from the sharp brackets and have been told as I didn't buy the mattress from them then they're not liable!

so mattress on the floor for me for a while!

pulliptears

I think if this were me I would send them a letter, recorded delivery stating that you do not believe the goods to be of satisfactory quality and that you wish to have them repaired or replaced at their expense. Tell them after that you will be seeking recompense through the courts and give them 14 days to reply.

If they don't, go for small claims against them. You will need some proof of purchase and a quote for a replacement mattress and repair to the bed.

Tim_Deegan

mashcat01 wrote: »

Hi Guys,

Just had HUGE arguments with them. They say the bed as moved 'incorrectly' - although I pointed out no 'correct lifting' instructions were ever supplied!.
They say my explanation of how the bed was moved is 'inconsistent' with the technicians report- saying that 'someone' has tried to move the bed on their own... as I live on my own I guess that must be me!! I said I wasn't happy being called a liar! The guy said 'well you did say you live on your own'!!:mad:
They won't do anything to help, were incredibly rude, aggressive & argumentative...
I took prev advice and have put something on their facebook page..
I'm also getting a letter from the plumber saying he helped me move the bed (they suggested he was to blame and I should claim off him???) and I guess I'll write in but I don't hold much hope.
I asked about the damage to the mattress from the sharp brackets and have been told as I didn't buy the mattress from them then they're not liable!

so mattress on the floor for me for a while!

If the sharp brackets damage mattresses, then I'd say you have a case for the bed being unfit for purpose.

Contact Trading Standards for advice.

mashcat01

Hi,

thanks for the advice-
I have just had a message from them on their facebook page

Hi Anna, we are very sorry that you feel you experienced poor customer service from us. We can't resolve these issues on Facebook but we can reassure everyone that we do take customer complaints very seriously. Please can you email us on facebook@barkerandstonehouse.co.uk with a bit more detail about the situation, the product information, the store, order number and your contact details and we will pass on the complaint to the relevant people to look in to asap for you


turn around from their 'customer service' team accusing me of lying and saying there is nothing they can do!

I am just going to take some pictures of the damage to the mattress and take the advice above..

although until it's sorted am sleeping on a mattress on the floor still!!

Tim_Deegan

mashcat01 wrote: »

Hi,

thanks for the advice-
I have just had a message from them on their facebook page

Hi Anna, we are very sorry that you feel you experienced poor customer service from us. We can't resolve these issues on Facebook but we can reassure everyone that we do take customer complaints very seriously. Please can you email us on [EMAIL="facebook@barkerandstonehouse.co.uk"]facebook@barkerandstonehouse.co.uk[/EMAIL] with a bit more detail about the situation, the product information, the store, order number and your contact details and we will pass on the complaint to the relevant people to look in to asap for you


turn around from their 'customer service' team accusing me of lying and saying there is nothing they can do!

I am just going to take some pictures of the damage to the mattress and take the advice above..

although until it's sorted am sleeping on a mattress on the floor still!!

Obviously they don't like people criticising them on their facebook page. :rotfl::rotfl::rotfl: