where do we stand? help please.

bellagio_2

i purchased a bed online recently for my 2 year old daughter and paid the site through paypal with a credit card £308. the bed arrived flat packed and we built it. The bed has 3 drawers underneath and they do not fit properly as the drawers are too narrow for the runners. After contacting the website that sold the bed and sending them pictures of the problem they have organised to send out replacement parts to solve the problem. Replacement parts that sound like they have made up especially, by packing it out to fit the drawers on the runners. How do they know they will be the right size even?!

To fit the replacement parts will involve taking the whole bed apart which took about 2 hours to build and they want us to send the wrong bits back to them and they will reimburse us the postage for doing this. They have said that we can have the parts ready for them to take away when they deliver the replacements, but that means taking it apart and my daughter being bedless for a night (ok she can sleep on the mattress on the floor) but I will have to do it after work which would be during her bedtime and also need to find somewhere to store all the bits safely away from my two young children. I think dismantling and rebuilding the bed will also make it less sturdy.

What are our rights here?

The bed parts supplied originally were not correct, I'm not happy that I should have to spend time dismantling and rebuilding and potentially ending up with a weaker bed. Also why should we have to send the wrong bits back at our expense and claim money back from them. Does using my credit card offer added protection here through paypal? Can I ask them for a partial refund for my inconvenience?

unholyangel

You can ask for a partial refund. You could ask for a replacement bed or reject the bed as not of satisfactory quality providing that it is still within a "reasonable" time.

You are unlikely to have credit card protection because you paid via a third party (paypal). However you could raise a dispute with paypal - providing it is within 45 days i believe.

meer53

bellagio wrote: »

i purchased a bed online recently for my 2 year old daughter and paid the site through paypal with a credit card £308. the bed arrived flat packed and we built it. The bed has 3 drawers underneath and they do not fit properly as the drawers are too narrow for the runners. After contacting the website that sold the bed and sending them pictures of the problem they have organised to send out replacement parts to solve the problem. Replacement parts that sound like they have made up especially, by packing it out to fit the drawers on the runners. How do they know they will be the right size even?!

To fit the replacement parts will involve taking the whole bed apart which took about 2 hours to build and they want us to send the wrong bits back to them and they will reimburse us the postage for doing this. They have said that we can have the parts ready for them to take away when they deliver the replacements, but that means taking it apart and my daughter being bedless for a night (ok she can sleep on the mattress on the floor) but I will have to do it after work which would be during her bedtime and also need to find somewhere to store all the bits safely away from my two young children. I think dismantling and rebuilding the bed will also make it less sturdy.

What are our rights here?

The bed parts supplied originally were not correct, I'm not happy that I should have to spend time dismantling and rebuilding and potentially ending up with a weaker bed. Also why should we have to send the wrong bits back at our expense and claim money back from them. Does using my credit card offer added protection here through paypal? Can I ask them for a partial refund for my inconvenience?

But if you're not happy with the bed, why would you want a partial refund ? Surely you want another bed which has the correct parts with it ? If you get a partial refund and the bed fails at some stage, you'll probably struggle to get anywhere with the seller. Your options are to send the bed back as faulty or accept it with the new parts. Maybe ask them to pay the postage costs to cover your "inconvenience"

Optimist

How long have you had it ?

bellagio_2

had it since 22nd december, its more the hassle of everything, not easy to send back as the packaging has been recycled

bellagio_2

going to email and ask the seller for more options

paddyrg

Do you want the bed if it works with the new parts? If so, you could ask if they can send you something for goodwill. For your time (although goodwill is usually for people coming back, bed customers don't comeback often!). If not, reject it and try your luck elsewhere.

FWIW £300-odd isn't a huge cost for a bed and mattress, so you may not find that many options out there for the same thing from other suppliers either.