Littlewoods Poor Poor Poor

davehughes182

I ordered a bed and furniture insurance from Littlewoods at the begining of June and received the bed and insurance docs around 2 weeks later. On assembly of the bed it looked and felt sturdy so I put my bedding etc on and went to work. I came home from work and got into bed (alone) only to wake up at around 4am to a collapsed bed. The middle support on my bed had bent near in half resulting in the whole centre falling through. I called LW who advised that the bed "is not compatable with laminate flooring" which was news to me but they agreed to collect and replace the bed or refund it if there was no stock.
a week later after no contact from them, i rang LW to enquire about my replacemet only to be told nothing had been recorded. I explained my dilema and that I was sleeping on the floor and was informed it would be sorted and the bed collected in 3 days. I agreed to order a different bed in the mean time and was informed my account would be refunded when the bed was returned. My new bed came and was fine on 1st August and since then, I have made 16 calls to LW all of which have ended with a similar lie from their advisors claiming I will be contacted within 3 days to arrange collection.

I still have the bed frame from the old bed sitting in my hallway wrapped and labelled for return and still have had no lukc getting it picked up. I have taken to emailing LW and the first email i sent received a reply at 10:57pm advising me to "wait until the end of the working day before chasing up collection" Yodel (the collection firm) close at 9pm so why LW thought it was OK to request I wait until they close at 11pm I have no idea. I find the whole scenario amusing at the moment and just thought I would rant on here while I wait for my call to collect my parcel which should be done before 5pm today :rotfl:

Littlewoods

Hi davehughes182,

We're sorry to hear that your bed collapsed and for the failed collections.

If you could please email us at Help@Littlewoods.co.uk we will chase this up and book a new collection in for you.

Many Thanks

Lizzie
Littlewoods Company Representative

Fosterdog

How long has it been since you reported the fault to them? They have to issue a refund within 30 days from the refund being agreed. If it has gone over this send them a letter before action (LBA) giving them 14 days to collect the bed and complete your refund. Also put in the letter that you will be charging them for storage of the item at a reasonable rate (maybe £2 a day).

If they don't get it sorted by the cut off date you can sue them by issuing a claim through https://www.moneyclaim.gov.uk

bod1467

Not sure you can arbitrarily set a storage fee without their agreement.

Fosterdog

But if you send a letter on the 1st of the month stating that failure to collect by the 14th will then incur a daily storage charge if they choose not to collect or even respond that could be seen as agreement to the terms. Of course you can't say you want to charge for time already passed or within the timescales you've set for collection.

OP clearly has enough room to store it, not everyone has space for a spare bed to be hanging around so would have to find somewhere safe and secure to store it, if this incurs any cost it would be reasonable to expect the retailer to cover these costs.

If this was just a few days or a week it would be fine but this sounds like it's been ongoing since the middle of June so three months of dealing with it.

davehughes182

Hi Lizzie,

Thanks for the repsonse but as I have said, emailing is getting me no where as I am getting standard automated responses with no help.

Fosterdog, thanks for your reply. I might just do that if I dont get any joy by the end of this week. I do have the room to store it as its all basically flat packed but I wasnt aware of the 30 day refund.
I even spoke to the insurance and they said as it is within the 1st year, its dealt with by LW.

I will wait it til the end of the week and take it from there.