Laura Ashley refusing to investigate fault - Please help!

BusyBee123

Hi,

So, we have a large mirror from LA. Purchased last June so only just over 12 months old......
Around 3 weeks ago I noticed a crack actually within the mirror (like inside the glass). Now at this point it is worth mentioning that when we received the mirror it was hung as per the installation instructions and it is in a room that we rarely use. So I've no doubt in my mind that something has not struck the mirror to cause this damage nor have the fixtures and fittings shown any other evidence of failure.......



I promptly emailed LA to explain my case, questioning whether the mirror is at fault as I cannot reach any other reasonable explanation (other than the paranormal) and in a nut shell they have refused to assist. Basically they feel that it is due to ‘human error’ but I have tried to explain otherwise and have even suggested that they send someone to inspect it yet they have refused my offer.
I have tried to quote the Sales of Goods Act using the section regarding goods lasting a ‘reasonable length of time in relation to price’ (We paid £250 for it to last only 13/14 months without fault) But still no assistance from them.


I appreciate that it would be easy to assume that we have caused the crack, but surely this would mean a crack on the outside of the mirror and not within it? I am also aware that the environment in which it is hung can cause defects but this was considered when hanging it. We live in a north facing house so hung it in the front of the house as opposed to the back where it is hotter. Plus we never had any issues with the previous mirror that it replaced.


I have tried to escalate it to a complaint to be told that they do not have a separate complaints department as their Customer Service Reps are trained to deal with all enquires / concerns?!


Does anyone know if I’ve a leg to stand on to keep arguing with them? Or do I just need to write it off as a bad purchase and curse LA for the rest of my days???


Much appreciated

LilElvis

Legally, as the mirror is over 6 months old, the onus is on you to prove that the damage is due to an inherent fault, ie a fault at the time of manufacture which may not have been apparent at the time of purchase. They could ask you to prove your assertion by way of an independent report which you would have to pay for in the first instance, though they would have to reimburse you it found in your favour.

bris

Shock damage can cause an internal crack, it will crack at the weakest point, not necessarily where it was struck.


As you have had it over 12 months it will be hard to prove it hasn't been accidentally damaged.

BusyBee123

Just tough luck I suppose......
Think I was more annoyed at the snotty response regarding the inability to even complain but nevermind. Thanking you both