Urgent advice needed re rights over faulty furniture

alimac23

Please help!

My parents recently had a delivery of furniture - 2 dining tables and chairs and a computer desk totaling over £1500. This required to be built up by them.

On opening both tables were found to be dented on top- the marks corresponded to marks on the outer packaging so the damage was obviously done in transit.

The company are refusing to replace the furniture - they will only send out a technician to repair it! My parents would obviously prefer new furniture.

So my question is, do we need to accept this? Surely if the goods are faulty we are entitled to an exchange? They have said they can get their money back- but not on the computer table as it isn't faulty. Since all the goods were to match as they are in an open plan area this is no good, they just want the furniture exchanged.

Thank you!

bod1467

AFAIK your parents can reject the goods as not being of satisfactory quality. i.e. they are not deemed to have accepted the goods, so they don't have to accept a repair. Thus they can demand a replacement or refund.

However, this depends on how long after receipt they found these faults. If it was only a few days (maybe up to a week) then the above should stand; if it was a few weeks then they may well be deemed to have accepted the goods (as they will have had plenty of time to inspect, and taking a long time is not the suppliers fault) and as such the supplier can legally insist on a repair.

So, the question is ... what is the timeline?

alimac23

The furniture was delived approx 10 days ago, the damage was noticed right away. They called and were told to take pictures and email. They did this, received no response and have called several times.

Today, they received a less than satisfactory response, asked to speak to a manager and were told this might not happen today!

Part of me wants to just tell them to get their money back but if they cant get this on the computer table ( it's not faulty) then that's not really a satisfactory outcome.....

arcon5

Send them an email telling them you are rejecting the goods under the Sales of Goods Act and require a full refund. Go on to explain the goods will be made available for collection by them at their expense.

If they fail to refund contact your card issuer.