Marks and Spencer / Fera

Stella96

Can anyone help me move forward on this ?
I purchased Marks and Spencer's Sonoma kitchen units approx. 4 years ago. The product states it is solid American Oak and veneer.
About a year ago the colour on one of the drawers started to fade quite noticeably. It was obvious to me that the varnish was coming off the wood. I called M&S and they sent a 'technician' from a company called Fera around to inspect. The 'technician' reported back to M&S and said it was moisture damage. Not a product fault, so they couldn't do anything.
The panel in question is under two linear drawer handles, for water to reach this area and hang around it would have to defy gravity.
At the beginning of the year I noticed all the units had started to fade in irregular areas. You may think, 'well its oak, it will fade' but the units that get the sun the most are the units that haven't changed colour at all. There is also a residue on the handles.
Again I called M&S, they sent Fera again and again the reason being moisture damage, not the fault of the product.
There is no other moisture damage in any part of the kitchen, its south facing and airy. Its a complete fabrication of the facts. What can I do ?

wealdroam

Stella96 wrote: »

Can anyone help me move forward on this ?
I purchased Marks and Spencer's Sonoma kitchen units approx. 4 years ago. The product states it is solid American Oak and veneer.
About a year ago the colour on one of the drawers started to fade quite noticeably. It was obvious to me that the varnish was coming off the wood. I called M&S and they sent a 'technician' from a company called Fera around to inspect. The 'technician' reported back to M&S and said it was moisture damage. Not a product fault, so they couldn't do anything.
The panel in question is under two linear drawer handles, for water to reach this area and hang around it would have to defy gravity.
At the beginning of the year I noticed all the units had started to fade in irregular areas. You may think, 'well its oak, it will fade' but the units that get the sun the most are the units that haven't changed colour at all. There is also a residue on the handles.
Again I called M&S, they sent Fera again and again the reason being moisture damage, not the fault of the product.
There is no other moisture damage in any part of the kitchen, its south facing and airy. Its a complete fabrication of the facts. What can I do ?

You could commission your own report to confirm that the units are inherently faulty.

Armed with that report you would be well positioned to seek a remedy under The Sale of Goods Act.

tomtontom

FIRA - the Furniture Ombudsman.

As above, you are free to get your own report, it would then be up to a small claims judge as to which report they give more weight to.