Followed advice and got a great result

Stantz1985

Hi, first time posting on a forum ever on the Internet, so please be kind! I think this is the right place to share good results, so here goes.

I recently attempted to return a three year old patio set which had rusted on the surface of the table to a garden centre. I had paid £399 for it and kept it covered in the summer outdoor and in a shed over the winter. As it hadn't really lasted anywhere near what I thought it should, I went back to the garden centre to see if there was anything they could do.
They informed me that it would be for me to raise with the supplier and they gave me their details.
I spoke with the supplier and he informed me that it was never intended as outdoor furniture (even though it had been marketed as such by the shop).
I returned to the shop, who advised me there was nothing they could do, but advised me to write an email in which would be forwarded on to their head office.
I sent the email and waited.

Having heard nothing I searched "consumer rights" on MSE and was met with a wealth of easy to digest, very useful information.
After a few chasing emails to the store I called again and spoke with the store manager who informed me there was nothing I could do as it was over a year and they weren't willing to "take the hit". She once again referred me to the supplier to argue it out with them.

I then informed her that I had up to six years to raise an issue with a faulty product and it was not right for her to fob me off to the supplier as the contract of sale was with them. I reeled off most of what I had learned from the pages from MSE and her tact changed somewhat.

To keep the rest brief, I managed to negotiate my way from a credit note to a full refund back into my account.

Very happy with this result which would have never happened without the guidance from MSE.

Thank you all very much.

bod1467

After 3 years, a 50% refund would have been more than reasonable for such a product. Even 30% might be considered good going. I expect they offered a full refund to make you go away.

But well done anyway.

Stantz1985

It probably was to make me go away! I can be rather persistent...��

arcon5

A few things worth bearing in mind:

the onus was on you to prove the table was inherently faulty
a full refund was not a legal entitlement
the 6 year thing doesn't mean goods have to last 6 years

Good result though, but worth knowing

agrinnall

I think the key was that retailer knew they were in the wrong for having sold it for outdoor use when it wasn't designed for that. It might have been better for you if you'd found that out before buying but knowing it when asking for a refund gave you a strong case.

maninthestreet

So who was the supplier - if they gave a full refund after three years use, they deserve a mention...

vuvuzela

maninthestreet wrote: »

So who was the supplier - if they gave a full refund after three years use, they deserve a mention...

The retailer gave the refund, not the manufacturer. I think the OP's use of the word supplier was a touch misleading.

bod1467

I read supplier as retailer ... the company who supplied the product to the consumer. So no confusion on my part anyway.

zaax

Well done.
UK weather is very destructive with strong UV sun in the summer and rain, ice and snow in the winter. When putting something like this away for the winter it needs to be stored a dry environment which is difficult with-out mechanical (heating etc) help.

dunroving

I have two pretty decent sheds and even when stored in there things can go rusty, something to do with the disgusting weather and wind-driven sideways rain we have up here in the west of Scotland. It permeates even a lined shed.

Knowing what rubbish weather we get in most of the UK, you'd think manufacturers would come up with something a bit more weather-resistant.

[Side note: If a set of "patio furniture" isn't intended for outdoor use, where is it intended for?]