What are my rights - Faulty Bed?

powerful_Rogue

The slats were secure on the new bed.

Its the piece of wood the slats are secured too that has broken on the new bed. Its come away from the actual frame and I dont really feel I should have to start nailing it back into place on a new bed thats only been slept in once.

d.ross_2

powerful_Rogue wrote: »

The slats were secure on the new bed.

Its the piece of wood the slats are secured too that has broken on the new bed. Its come away from the actual frame and I dont really feel I should have to start nailing it back into place on a new bed thats only been slept in once.

No you shouldn't go making any modifications or repairs to the bed, as this could void any rights you have.

It is clear that the seller sells a number of beds that aren't of merchantable quality. So just get a refund on the whole package.

If it goes to small claims court, then they wouldn't stand a chance, and they should know this.

visidigi

powerful_Rogue wrote: »

Am I within my rights to insist on a refund, or can they turn around and say your only entitled to another replacement?

Ideally id like to get a refund and go elsewhere.

You cannot insist on a refund. The seller has the choice of three options - Replace, Repair, Refund.

You are required to prove the fault existed in the product after 6 months of owning it, but I don't beleive the time to prove resets if you have a replacement under warranty (which seemingly is what they have done here).

They didn't offer a refund on the second bed, but a credit, this means they haven't as yet been out of pocket on the purchase per se.

The problem is, you're better off with another replacement or store credit to 'buy' a different model - as others have said, if they decide to refund they can and probably will make a proportional refund based off use - therefore you might be better off with the store credit again...

Still not a great demonstration of product quality for sure...

d.ross_2

The original bed was not of merchantable quality. I agree that if the second, and now third beds hadn't also failed, then it could be regarded as a one off. However as the replacements have also failed, then there is obviously an inherent fault with the beds that they sell (presumeably made by the same manufacturer).

So for the above reason you should push for a refund. If they won't budge, then involve consumer direct, and as a last resort, take them to small claims court. A court would find in your favour.

powerful_Rogue

Phoned the company up today on my break and was told someone would phone me back within 30 minutes. 2 hours later someone phone back, but as I was at work was unable to answer.
Managed to tell the missus to give them a call as she had finished for the day.

Apparently they were very unhelpful on the phone. She said a refund was out of the questions and we could only have a replacement, but would have to send another enigneer out to inspect the bed which would take a few days.

OH said this was not acceptable as we are currently sleeping on the sofa and they eventually agreed to us emailing them some photos. This was at 4pm and they said someone would phone back before they close.

Did they phone back? Nope.

Not happy

Three faulty beds
Three damaged mattresses because of the beds
Poor customer service

Grrr!

d.ross_2

powerful_Rogue wrote: »

Phoned the company up today on my break and was told someone would phone me back within 30 minutes. 2 hours later someone phone back, but as I was at work was unable to answer.
Managed to tell the missus to give them a call as she had finished for the day.

Apparently they were very unhelpful on the phone. She said a refund was out of the questions and we could only have a replacement, but would have to send another enigneer out to inspect the bed which would take a few days.

OH said this was not acceptable as we are currently sleeping on the sofa and they eventually agreed to us emailing them some photos. This was at 4pm and they said someone would phone back before they close.

Did they phone back? Nope.

Not happy

Three faulty beds
Three damaged mattresses because of the beds
Poor customer service

Grrr!

Have you told them that you are reporting them to consumer direct (trading standards)?

powerful_Rogue

Sent a very detailed email off to them last night explaining how unhappy we are wih the products and the service and how we want nothing less then a refund.

Received a call today from a very polite member of staff saying that her manager isnt in today, but will call back tomorrow to let me know whether we can have a refund or not.

d.ross_2

powerful_Rogue wrote: »

Sent a very detailed email off to them last night explaining how unhappy we are wih the products and the service and how we want nothing less then a refund.

Received a call today from a very polite member of staff saying that her manager isnt in today, but will call back tomorrow to let me know whether we can have a refund or not.

Good for you.

I guess you haven't received a reply yet?

NiallB

3 broken beds in six months? Chillax man, you're not as young as you used to be!

:rotfl:

powerful_Rogue

Having a nightmare with the company!
They want to send someone to inspect the broken bed, despite us sending them a collection of photos. I said that when the inspect the bed they can take it away at the same time.

Due to my partner and I both working, the only times we would be available is after 1530hrs Monday-Friday, however the company states they can not be specfic enough to send someone after that time!

Today the phoned at 9am to say they were ready to come around!

Got off the phone to them about 10 minutes ago and felt like hitting my head against a brick wall! I pleaded with them to add me on the delivery list last so it would be after 1530 and also the van would be empty so it would be easier for them, but there not budging (even though they have in the past with us!)

I really dont think I was being unreasonable saying you can come anyday Monday-Friday, as longs as its after 1530. Could be 2100hrs and we wouldnt care!

Were stuck with the bed at the moment, their warehouse is only 20 miles away, but as mattress is very bulky we wouldnt be able to fit it in our car.

We have the legal cover on our house insurance who are very good, so just waiting a call back from them to see what we can do.