Damaged M&S wardrobe delivered, money off offered

maysieb

We ordered some new bedroom furniture from M&S which was delivered and assembled a few weeks ago. Amongst this was a triple wardrobe (which cost £500) which was damaged upon delivery/assembly by their delivery men - about 6 or 7 small scratches/scuffs and a wobbly shelf. M&S initially offered us £30 off which I flat out refused so they sent a technician round last week to repair the damage. Following the technician's visit the scratches could still be seen if looking for them and I was told that the shelf could not be repaired, based on this I informed them that I was not happy and told that my options were to either receive a replacement or consider being reimbursed some of the £500 cost. I was contacted by M&S yesterday and informed that if I wanted a replacement I would have to wait until the end of November - this is not an option for me as I am pregnant and need to sort the house out before the baby arrives in December. The other option was that I reconsider how much I would want them to reimburse me and keep the wardrobe. Based on the inconcenience caused by this - 2 half days off of work, several phonecalls and now having to return all of the furniture if I don't keep this wardrobe (the matching furniture will no longer be wanted), and the fact that it is a £500 wardrobe, I decided that I would ask for £150 off and that I would take as little as £100, however the most that they will offer is £80. Does anyone have any advice as to how I can get what I think is a reasonable amount back from M&S? I really don't want to go through the stress of having all of the furniture collected and finding new furniture.

arcon5

If the damage can't be seen unless your looking for it as you said and isn't detriment to the product, I see this as reasonable.

Gavin83

There really isn't much you can do. The best course of action would be to write to them and explain that you have incurred expenses and would they be willing to increase it to £100. If they still refuse then your only other option is to refund.

I actually think £80 is a fair offer for damage which your unlikely to notice but I haven't actually seen it myself, but just consider that they may be unwilling to budge on that price.

Jojo_the_Tightfisted

Tell them that as it was damaged on delivery and they were made aware of this, that you are rejecting the entire thing and want it collected and all your money refunded? It might concentrate their minds somewhat.

PZH

maysieb wrote: »

....and now having to return all of the furniture if I don't keep this wardrobe (the matching furniture will no longer be wanted....

Where the items bought individually ? (even though it may have been in one transaction)

I think you will struggle to return them all as it is only the wardrobe that is damaged ?

nicolax

are they not able to replace just the shelf, rather than having to wait for an entire wardrobe?

Hintza

maysieb wrote: »

I really don't want to go through the stress of having all of the furniture collected and finding new furniture.

You have had more than a fair offer better take it before they withdraw it.

fluffnutter

Not that much difference between £80 and £100 is there? Life's too short.

malkyh

They offered a replacement for end Nov. What date is baby due in December?

If a replacement did come the end Nov, it doesnt take that long to build and fill the wardrobe with the baby items? I would accept the replacement myself.

singlestep

I once had M+S deliver a coffee table with a horrible blemish (not a 'natural variation') that really should not have passed quality control procedures. I also had other items that matched and, after Customer Services failed to understand my annoyance at the blemish, I asked to arrange an immediate refund on the whole delivery if the ruined one couldn't be replaced. I refused to even contemplate keeping any of my new furniture if the overall look was ruined. At the time I was fuming - I'd just started a new job, my mother was seriously ill and this was the straw that broke the camel's back. I'm afraid I can't remember what I said/did at this point but it would have gone along the lines of 'There was a time when the M+S brand meant something ...'

It must have worked (though I may have just been the nutter at the end of the phone passed on to somebody paid to deal with it!) as I was then passed to a higher-up member of staff. I have to say that they could not have been more helpful and they orgainsed a replacement. They told me to expect a wait of about eight weeks but, in fact, they called much earlier and arranged for an exchange within four weeks, though I'm sure that can't happen all that often.

I hope that your situation sorts itself out. You really don't need anything unecessary stressing you out right now. I suppose it all depends on what you're prepared to live with.

tomwakefield

Jojo_the_Tightfisted wrote: »

Tell them that as it was damaged on delivery and they were made aware of this, that you are rejecting the entire thing and want it collected and all your money refunded? It might concentrate their minds somewhat.

However, they may just refund the money, and the OP will be left without the goods until new stock comes in in November, a situation the OP doesn't want to be in.