Mail Order Rights

Charlene_d

Hi, i am looking for some advice. I ordered bunk beds from my catalogue. When they arrived they had several parts missing. Some slats, screws and a bolt that had a chewed thread. I bought the screws and bolt from a local shop, taking with me the ones provided to make sure they are an exact match ! I have been told by the catalogue when i phoned to complain this now makes my guarantee void. Can they do this ? I didn't have weeks to wait around until they could send me more parts. I am still waiting on the missing slats ! Also the beds are extremely poor quality. Not only do i think this but others that have reviewed them say the same (If only i had read the reviews first). Two of the drawers are falling apart (Screws and bolts supplied with bed). I would just like to know if my guarantee can be made void? The customer service have offered me £40 as a gesture of goodwill !

Thanks

Charlene

boobies

You are not clear on what resolution you want? How much were the beds?

ThumbRemote

There are two things a 'guarantee' might mean. It could be your statutory rights, or it could be a manufacturers warranty. Your statutory rights cannot be 'made void', they are the laws that cover you when you purchase an item. A manufacturers warranty could be, but really it sounds like the catalogue making things up.

Some questions that will help with your next course of action:
When did you buy the bed?
When did you ring to complain?
What was the catalogue?
Roughly how much was the bed?
Ideally, are you after a refund, some money back and keep the bed, a repair, or something else?

Charlene_d

Hi thanks for replies. I ordered the beds about a month ago, they arrived last week, I rang to complain the same day they arrived. Its Kays Catalogue and they cost £400, that's not including mattresses, £630 if you include the mattresses i bought at the same time. Well really i was just wanting to know if id still have a guarantee if i chose to return the beds and that if i accepted the £40 and kept the beds, i wasn't agreeing to them making my guarantee void, that if something else went wrong id still have rights ? Hope i make sense.



Charlene

boobies

You are still not clear - if you accept the beds now, your right to return them in the future will be conditional upon them being faulty. But why would you choose to accept them now when they are as poor as you state?

My advice would be to reject them as faulty now and get some beds from a respected retailer such as John Lewis or even Ikea, not a catalogue.

Charlene_d

Im not too sure what to do. If i chose to keep them it would be because i dont have the money right now to go out and buy beds from john lewis or even argos. I feel they are poor quality for something costing £400, they feel more like beds i wouldnt expect to pay anymore than £99 for. I was just looking for some advice, if my guarantee can be void as i bought my own screw and bolt and if anything else went wrong in the next few days/weeks if i would be able to return bed or expect a repair.

Thanks

Charlene

deanos

just keep stum and ask for the replacement parts, then swap them over when they arrive

boobies

deanos wrote: »

just keep stum and ask for the replacement parts, then swap them over when they arrive

I think the problem is she has already told them.

OP, if you cannot afford anything else now why not return these and get a cheaper equivalent until you can afford something decent, or look on Freecycle or ebay for something second hand? £400 is a lot to spend on something that is not going to last.

Charlene_d

I had a look and as its bunk beds i really need, there isnt much other options in my catalogue. A cheaper set of bunk beds have worse reviews than my set, some metal bunk beds even have pictures of the welding coming apart. I feel that i dont have any other option right now than keep them until i have money to replace them. I just want to make sure that i still have rights and that the catalogue cant just decide i have no guarantee, and also ive been thinking that there gesture of £40 goodwill isnt that much considering im still waiting on parts and ive been pretty disappointed by everything.

boobies

Have you looked at ebay or Freecycle? If you have problems with transporting them, you can get some very good quotes from https://www.shiply.com. I have had things delivered from 100 miles away for £30.

Have had a quick look - Ikea have bunk beds starting at £99?

Charlene_d

I am going to contact kays and tell them i wish to return beds. What do i say if they say i cant as my guarantee is void ? Do i still have guarantee, rights ?