Stressless leather chairs - problem with repair.

jem16

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?