Argos Bed return

heatherelizabeth

I hope someone can help!
I bought a divan bed with mattress about 5 weeks ago, waiting a month just to have it delivered on a convenient day. After having it for just a week, I took the mattress off to put a valance on and the board type stuff the base for the mattress is made of has broken and is now just a hole covered in fabric. I had already phoned to order a new drawer since that was broken on delivery, but this was the last straw and I'd just like a refund.

After speaking on the phone I've been informed that they will only refund the cost of the base, and I can't return the mattress as well.

Is this right? The two were bought as one package item and they don't even sell the base separately. I'm so upset and I just want my money back!

Can they do this to me?

McKneff

How 'broken' is it. Was it broken when you got it.

Once you put the matress back on to the base board, does it matter.

heatherelizabeth

It's a large hole taking up most of the center of the back half of the divan. It wasn't broken when I got it, but it has broken sometime in the week just from sleeping in it. It is possible it could've been cracked when it arrived and has since broken though maybe? In the same way the inside of the drawer was split right along the base.
With the mattress, you can't tell when you look at it but if you lay on it, you can feel it.

Fire_Fox

Have you written a letter of complaint to Argos yet? Argos are entitled to refund, repair or replace faulty goods under the Sale of Goods Act, the customer cannot choose which. AFAIK they should refund the entire unit if that is the route they choose.

McKneff

I would try ringing trading standards to be honest, as they were bought as one item.

Ring the company first, and tell them that is what you are going to do. Their solution is absolutley ridiculouse.

Some one may come along and tell you to tell them it is not of merchantable quality, that may be the correct way to go, I'm not sure. But I understand how you feel.

Would you accept a new base (obviously a different one from the one you have) If you do, check it carefully.

heatherelizabeth

I haven't written a letter, I only realised today and wanted to get a second opinion first. I just don't see why I can't get a refund for the entire thing, just because there's three parts to it, it was still bought as one.

Calling trading standards sounds like a good idea, even just to double check everything that's been said here. I'm just extra upset because I had to wait so long for it!

I don't think I'll have a new base from them, I don't think I trust them now

arcon5

McKneff wrote: »

I would try ringing trading standards to be honest, as they were bought as one item.

Ring the company first, and tell them that is what you are going to do. Their solution is absolutley ridiculouse.

Well since they don't even have to offer a refund, but can offer a repair or replacement if it's a cheaper remedy.. them offering a refund is above and beyond. So there's not much TS can do other than advice op as to her rights - as has already been done here

Fire_Fox

You don't need to ring Trading Standards, just Google - TS and other highly reputable public and charitable organisations have information on SOGA in plain English on their websites.

unholyangel

Fire_Fox wrote: »

Have you written a letter of complaint to Argos yet? Argos are entitled to refund, repair or replace faulty goods under the Sale of Goods Act, the customer cannot choose which. AFAIK they should refund the entire unit if that is the route they choose.

Not entirely true. If acceptance of the goods have occurred then the customer can request one remedy over another (repair, replace, refund) but the retailer can refuse if it is disproportionately costly in comparison to other remedies.

However, OP only had the bed a week. I'd say its more than possible to argue that acceptance has not occurred. If acceptance has not occurred then legally....the consumer can insist on a refund and does not have to accept a repair or replacement.