Please Help with advice on faulty goods!!!!!

tooconfused_2

Help needed please....

Bought a sofa from Land of Leather

Fault on front bottom portion of sofa so I contacted them they sent out an independant upholsterer to asses (which took 2 Months)

Guy spent 4 Minutes in the house said he would make a report and would take 2 weeks...

After a month still not heard anything

Contacted Land of leather they did not have report

Spoke to manager took a week for him to track down report (altough I have not yet seen it myself)

He said "The fault is within Manufacturers tolerences"


His offers to me... £150 refund Sofa cost £2,200 ! Or

He will happily replace the sofa BUT he says he will have to take the other one away while the other is made....not only the sofa but the 2 chairs!!!!!!!


not so bad you might think But they take over 3 months to manufacture!!!

He said he is in his right to do this as I am "rejecting the goods"

But surely I said you just order a new sofa and collect the other when it is delivered ..Cant do that Sir as you are rejecting the goods I am within my rights to ask for the goods back...


How can that be I will have paid for goods that I cannot use for 3 months till Tthe replacements are manufactured

Or The last option I can Cancell the order and have a refund leaving me with nothing to sit on....

Hows that for customer service....

Please advice needed :mad: :mad: :mad: :mad: :mad: :mad: :mad:

worldtraveller

...from what you have said, my personal view would be to reject the goods and get your money back in full, as my gut feeling and some experience tells me this problem could go on for a long time and you may be kept waiting "forever" for the replacement goods to turn up.

If you decide to go down the replacement route, I would disagree with the manager that you would need to return the chairs as well. If they are OK, you are within your rights, I believe, to only reject the faulty goods (sofa) and keep the goods that are OK.

This however, brings up another question in my mind. I'm assuming we are talking leather furniture here. If you keep the chairs and a replacement sofa turns up, is the colour match going to be OK??

"The fault is within Manufacturers tolerences" - This is totally irrelevant!! Your contract is with the shop, not the manufacturer. If the goods are not of merchantable quality or are unfit for the intended use you are entitled to your money back or a replacement.

TAKE THE MONEY AND GO ELSEWHERE!!!:)

tooconfused_2

Yes the reason the chairs have to be replaced is that leather is dyed in batches and the new sofa will not match the existing chairs.

Its ok to get the refund but to get another sofa from else where average wait time is 12 weeks.

I have had a look on the trading standards site and it says if a repair/replacement is to be given it "must be done in a reasonable amount of time and to not inconvinience the customer"

O.K The guy says i am rejecting the goods ,yes that is true but not for a refund for a replacement so why does he have to remove the entire suite untill the new one is made I own the goods as have fully paid for them in that case I will not have the benefit of using something I have paid for for at LEAST 12 weeks...surely this cannot be correct :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad:

rygon

he wants the other stuff back as all the do is replace the leather...without the chairs he will not be able to do this (i expect that a lot of the time for the item to be made involves making the frame itself).
i agree that the chairs should also go back (as to colour match them) but compensation or loaned chairs in place should be given until your items are finished

tooconfused_2

The point that I am trying to get across is not that the sofa will be replaced /repaired it is the fact that they say they will not give me a replacement without removing the oneI have first ...why should i be incovenienced for at least 12 weeks deprived of my own goods which i fully paid for to put right a defect that is not my fault the ....main question I need answering is ....

Are they in "their rights" to remove my sofa for what ever time it takes them to get me a new one manufactured.......and leave me with nothing???

webmasterpolo

Reject them, get the store to collect them, get a full refund of everything paid including delivery charges, then purchase elsewhere and charge the retailer any extra cost, then charge the retailer rental on your temporary suite during the 12 week wait period. If you have problems getting the retailer to accept his, l would recommend joing Which Legal Service, they are excellent and currently only £9.75 for 6 months for members and a bit more for new customers. They provide unlimited telephone legal advice.

royston_2

This link from the office of fair traiding might have some advice

http://www.oft.gov.uk/Consumer/Where+to+Go+for+Help/default.htm#furniture

If the retailer is a member of Qualitas then you could go to them for advice. If not the Office of Fair Trading should be able to advise you. Either way let the retailer know what you are doing- sometimes just mentioning an official body external to the original company can be enough to yield results!!

I still think the best advice is to get your money back and go elswhere!