Online purchase - who pays P&P charges to return if faulty after several months?

Flyboy152

These little pin pricks; could they be woodworm?

ilovegreyhounds

Flyboy152 wrote: »

These little pin pricks; could they be woodworm?

No, because it's not the wood, it's the faux leather. I think it's just general wear and tear, being sat on and then cleaned. Shouldn't happen within such a short space of time though. I had my kitchen remodelled in Nov/Dec 10 and bought a lot of things new (as you do!) and the chairs are probably the only things showing signs of use. Even the tea towels still look good.....:T

Flyboy152

ilovegreyhounds wrote: »

No, because it's not the wood, it's the faux leather. I think it's just general wear and tear, being sat on and then cleaned. Shouldn't happen within such a short space of time though. I had my kitchen remodelled in Nov/Dec 10 and bought a lot of things new (as you do!) and the chairs are probably the only things showing signs of use. Even the tea towels still look good.....:T

I appreciate why you may come to that conclusion, but have you inspected under the coverings, to see if the holes go through to the wood? Woodworm will burrow through upholstery to get to the wood.

ilovegreyhounds

Hi Flyboy

Yes I have, just now and it's definitely the faux leather and not the wood underneath. Phew! That would have been a bit gruesome!

I've spoken to Dwell and they've asked me to send pictures to them in the first instance. Makes sense I suppose so I'm off to do that now.

Will keep the thread updated.

Cheers everyone for your input. :beer:

Flyboy152

ilovegreyhounds wrote: »

Hi Flyboy

Yes I have, just now and it's definitely the faux leather and not the wood underneath. Phew! That would have been a bit gruesome!

I've spoken to Dwell and they've asked me to send pictures to them in the first instance. Makes sense I suppose so I'm off to do that now.

Will keep the thread updated.

Cheers everyone for your input. :beer:

That's a load off.

ilovegreyhounds

Hi Flyboy and everybody else who was kind enough to help me, I have some news for you.

I sent my photo's to Dwell yesterday and lo and behold a woman from customer services rang me tonight. She thanked me for sending the photos, apologised for my problems and said they were happy to replace all 4 of the chairs but would recommend choosing a different chair from their website. They will deduct the cost I paid for each chair (I must have used a special offer as apparently it was £60 odd quid per chair, not £89) from the new chair, if it is more money. I said they had 15% off at the moment so could I have that deducted and she said yes I can. :j

I didn't mention who is going to pay to return them as I want to ride the rollercoaster of goodwill I'm feeling at the moment and not spoil it just yet....they may surprise me again though and ask their courier to collect - that would be the icing on the cake!

I have to say I'm quite happy with that and shall be writing and telling them that (I write telling co's about their sh!te customer service often enough so it seems only right). I don't know of many companies who would have dealt with it so swiftly and so acceptably. I'm one happy bunny!

The only problem now is, the chairs I would like to replace mine with won't be in stock until beginning of August......:rotfl:

Thanks again for everyone's input. Much appreciated. :T

Flyboy152

ilovegreyhounds wrote: »

Hi Flyboy and everybody else who was kind enough to help me, I have some news for you.

I sent my photo's to Dwell yesterday and lo and behold a woman from customer services rang me tonight. She thanked me for sending the photos, apologised for my problems and said they were happy to replace all 4 of the chairs but would recommend choosing a different chair from their website. They will deduct the cost I paid for each chair (I must have used a special offer as apparently it was £60 odd quid per chair, not £89) from the new chair, if it is more money. I said they had 15% off at the moment so could I have that deducted and she said yes I can. :j

I didn't mention who is going to pay to return them as I want to ride the rollercoaster of goodwill I'm feeling at the moment and not spoil it just yet....they may surprise me again though and ask their courier to collect - that would be the icing on the cake!

I have to say I'm quite happy with that and shall be writing and telling them that (I write telling co's about their sh!te customer service often enough so it seems only right). I don't know of many companies who would have dealt with it so swiftly and so acceptably. I'm one happy bunny!

The only problem now is, the chairs I would like to replace mine with won't be in stock until beginning of August......:rotfl:

Thanks again for everyone's input. Much appreciated. :T

I would imagine that you just give the courier the old chairs when they deliver the new ones.

Anyway, well done.

And tonight's award for excellent customer service goes to "Dwell." (Whoever they are. :huh:)

You might want to post something on the Praise and Vent boards.

ilovegreyhounds

Flyboy152 wrote: »

I would imagine that you just give the courier the old chairs when they deliver the new ones.

Anyway, well done.

And tonight's award for excellent customer service goes to "Dwell." (Whoever they are. :huh:)

You might want to post something on the Praise and Vent boards.

Thanks Flyboy. That's a very good idea. They deserve praise after all. :T
P.s. they're a contemporary home store, furniture, lighting, accessories and the like. I have a very nice purple flock greyhound on my fireplace that I bought from them. Get lots of compliments about it!

Flyboy152

ilovegreyhounds wrote: »

Thanks Flyboy. That's a very good idea. They deserve praise after all. :T
P.s. they're a contemporary home store, furniture, lighting, accessories and the like. I have a very nice purple flock greyhound on my fireplace that I bought from them. Get lots of compliments about it!

We are looking at purchasing a new corner sofa, I might take a look.

visidigi

great CS there - yeah they aint cheap usually, but they do seem to be getting the service right from what I am hearing.

Seen the stuff in Solihull recently and must admit, really quite tempted to go for a good shop