dept Store demanding fee to collect my faulty furniture

kgldsun

I have a table bought from Debenhams. When looked at in parts it appears there is no varnish/different wood.
Numerous calls resulted in them telling me to submit photographs of fault. This does not show too well the fault, eg shadows and light etc.
They tell me today 'No Refund unless I pay £75 for collection' as they feel it is not faulty. If I pay the £75 and wait for them to inspect on collection I feel they are obviously going to say it is not faulty? However they then have to return the table back to me I presume?
What do I do please?

DeeMarie89

When did you buy the table? And how? If you bought it online and very recently (last 7 days I believe) you may be able to return it under DSR?

kgldsun

Hi, it was delivered April 15th, bought from debenhams online and paid for with mastercard. the last few weeks have just been spent too-ing and fro-ing with emails!

wealdroam

This thread may help.

But if the product is faulty, they must cover the cost of collection.

The problem you have is convincing Debenhams that the thing is faulty.
Clearly you photos have not convinced them.

kgldsun

wealdroam wrote: »

This thread may help.

But if the product is faulty, they must cover the cost of collection.

The problem you have is convincing Debenhams that the thing is faulty.
Clearly you photos have not convinced them.

Thats right.........my photos have not convinced them! Very difficult indeed as the photographs of the wood are not showing what is definitely a fault. I have to pay the £75 up front in addition to what I have paid for the table (over £200), and just wait for a refund. As I quoted to Debenhams, 'No supplier is going to admit to a fault' so where do I stand then? Debenhams will not hear of me saying such things of a supplier. I have to just accept the price of the table being refunded and stand the loss of £75. Buyers beware!

visidigi

Made to order furniture refund policy

In the terms and conditions on the return and refund page:

If you wish to return made to order furniture you must inform us within 7 working days from delivery of goods. A £75.00 charge will be made for the cost of collection. Please ensure the goods are repackaged in their original packaging. Until the collection has taken place you will be required to keep the item in the same condition in which it was delivered. Once a delivery has been made and the 7 day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

Pretty clear to be honest - if its faulty, they have to refund the £75

kgldsun

visidigi wrote: »

Made to order furniture refund policy

In the terms and conditions on the return and refund page:

If you wish to return made to order furniture you must inform us within 7 working days from delivery of goods. A £75.00 charge will be made for the cost of collection. Please ensure the goods are repackaged in their original packaging. Until the collection has taken place you will be required to keep the item in the same condition in which it was delivered. Once a delivery has been made and the 7 day approval has expired, refunds and exchanges can only be given in accordance with your legal rights.

Pretty clear to be honest - if its faulty, they have to refund the £75

They were informed within 7 days as the fault was noticed immeadiately and fortunately I have proof of this. Not that it matters too much with faulty goods. Through different errors with the depts 3 weeks have lapsed now, and I still have the table. What my concerns are is ; They have the original price paid for the table, they will have a £75 returns fee, and then they will also have the faulty (my words only) table.............It does not leave me in a very secure position.

visidigi

You can't dispute the £75 fee they are asking for as it is in the terms.

If it turns out to be faulty then they should refund the £75 fee.

kgldsun

visidigi wrote: »

You can't dispute the £75 fee they are asking for as it is in the terms.

If it turns out to be faulty then they should refund the £75 fee.

You are correct, the £75 fee cannot be disputed, but I am concerned whilst I am not physically with the table when it is examined they will not admit to its faults! Suppliers have a name to live up to.......otherwise they lose the contract. I am not in a very good position.

visidigi

Make sure your case is in writing and make sure you document it and share it with Debenhams to ensure when it is checked they know specifically why you hare refusing to accept its condition.

kgldsun

visidigi wrote: »

Make sure your case is in writing and make sure you document it and share it with Debenhams to ensure when it is checked they know specifically why you hare refusing to accept its condition.

Thank you for bringing that to my attention. Rather than leaving it as a 'return' I will send a seperate letter to Debenhams documenting exactly what was/is wrong with the table. I will then ask how are the 'suppliers' answering to the problems I have quoted.

Thank you for taking the time to advise and I will keep you posted. I do though have a 'half empty glass'!