We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
The MSE Forum Team would like to wish you all a Merry Christmas. However, we know this time of year can be difficult for some. If you're struggling during the festive period, here's a list of organisations that might be able to help
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Has MSE helped you to save or reclaim money this year? Share your 2025 MoneySaving success stories!
Stressless leather chairs - problem with repair.
jem16
Posts: 19,766 Forumite
Looking for some help with a complaint for my parents.
In February 2011 my parents bought 2 Restless leather chairs and a matching stool. 16 months later they noticed that there was very distinct colour fading on both chairs. After informing the company where they bought the chairs, someone from FIRA was sent out in October 2012 to inspect the chairs.
His report stated that there was colour fading on both chairs and if you wiped a cloth over the leather colour from the chairs transferred onto the cloth. A repair was then authorised and replacement parts ordered.
In January 2013 someone from FIRA arrived to do the repair. He replaced all of the leather parts on one chair - ie back, seat and two arms. However the other chair just had the back and one arm replaced. Whilst he was there my mother pointed out that the other arm was showing signs of colour fading and having looked closely he agreed. He would report this back and my mother was asked to inform the company that she bought the chairs from.
My mother is basically unhappy that only one chair has been fully repaired, with the other only half repaired and her having to point out the fault on the other arm. The company in Glasgow where she bought them has not been good with its Customer Service as they haven't returned phone calls and has had to chase up everything to get where she has got so far.
Now they are trying to say that the Manufacturer will not repair the seat part as it's not faulty in their opinion. My mother feels that the colour match is not perfect and there is an obvious difference between the replaced parts and no replaced parts. She is also unhappy that, although not fading at the moment apparently, that it may not happen in the future as all the rest of it has done so far.
What are her rights on this? Can she insist on a full repair as opposed to a part repair? If so how she she word the letter of complaint to the company?
In February 2011 my parents bought 2 Restless leather chairs and a matching stool. 16 months later they noticed that there was very distinct colour fading on both chairs. After informing the company where they bought the chairs, someone from FIRA was sent out in October 2012 to inspect the chairs.
His report stated that there was colour fading on both chairs and if you wiped a cloth over the leather colour from the chairs transferred onto the cloth. A repair was then authorised and replacement parts ordered.
In January 2013 someone from FIRA arrived to do the repair. He replaced all of the leather parts on one chair - ie back, seat and two arms. However the other chair just had the back and one arm replaced. Whilst he was there my mother pointed out that the other arm was showing signs of colour fading and having looked closely he agreed. He would report this back and my mother was asked to inform the company that she bought the chairs from.
My mother is basically unhappy that only one chair has been fully repaired, with the other only half repaired and her having to point out the fault on the other arm. The company in Glasgow where she bought them has not been good with its Customer Service as they haven't returned phone calls and has had to chase up everything to get where she has got so far.
Now they are trying to say that the Manufacturer will not repair the seat part as it's not faulty in their opinion. My mother feels that the colour match is not perfect and there is an obvious difference between the replaced parts and no replaced parts. She is also unhappy that, although not fading at the moment apparently, that it may not happen in the future as all the rest of it has done so far.
What are her rights on this? Can she insist on a full repair as opposed to a part repair? If so how she she word the letter of complaint to the company?
0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.9K Banking & Borrowing
- 253.9K Reduce Debt & Boost Income
- 454.7K Spending & Discounts
- 246K Work, Benefits & Business
- 602.1K Mortgages, Homes & Bills
- 177.8K Life & Family
- 259.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards