Repair company loss leather panel but won't replace suite

G51shopaholic

hi - i'll try and keep this simple

My mum bought a leather suite £1299 from Reids. Paid £300 for insurance on it for repair or replacement.

Problem with a seat panel started aftet 1yr. Retailer referred to insurance policy.

2yrs and a dozen repairs later, Insurance company strip 1/2 the suite down, remove the faulty seat panel and send it for repair.

8 weeks later the wrong panel comes back and they say "sorry it seems we've lost it". This is when the problems began.

They have sent my mum a credit note stating her suite is no longer available but it is. The sales manager at Reids told us it was one of their best seller but it is now £1529.

When challenged over this the insurance company state that YES the are aware it is available but because it is more expensive now it is outwith their maximum liability. :mad:

I said I dont care you lost the panel you have to replace the suite. This is where we hit a brick wall. They accept they lost the panel "for which we're very sorry" but don't seem to think their doing anything wrong by offering a credit note for the original purchase price which is £1119 (£1299 - £180 discount).

Where do we stand - I contact Consumer Direct who said the company were being more than fair by offering full refund via credit note BUT as they lost the panel they are liable for the replacement cost.

I said to insurance company you can offer cash settlement of FULL AMOUNT ie £1119 and we won't persue over full replacement cost.

Been chasing them for nearly 1 week now and still they won't accept that because they lost the suite their liable for cost. Or am I completely wrong but if you lost it you replace it! :money: