M&S and FIRA investigation

Lily0837

For anyone interested, I thought you may like to know that I have finally got a FULL refund from M&S for my furniture, plus a bit of compensation. It turns out that the reason my furniture is yellowing is because it's not lacquered gloss! It is vinyl wrap - which, depending on the quality of the wrap is generally accepted to be an inferior product to a lacquered finish, and can be subject to degradation - unlike lacquered furniture. The furniture was advertised as lacquered - so it was not what I thought I was buying. I didn't get an explanation about who was at fault for the incorrect labelling of the furniture - but at least I got a refund. So, all along I was right! The penny dropped when I realised that if the furniture was lacquered then no edging strips are necessary, and after further investigation I then went on to identify it as vinyl wrap and this was confirmed when FIRA did a second report. So, a great result for me - but what a fight I had to be heard. It really should not be this difficult for the consumer - but at least everyone did the right thing in the end. If I may now give some advice, it would be to just make sure you have the knowledge required before telling someone they are wrong. If I had not been so sure about being right I could easily have believed some of the comments and ended up not persuing things. Luckily these comments were more than balanced out with some really constructive and good advice - which if need be I would have taken. As it was, I came to my own conclusion and this was the right one, but this forum definately helped me - so a big thank you to everyone - I appreciated your time.

rhinestonemaiden

Brilliant result Lily. I found your thread because I have a problem with a very squeaky M&S brass bed and they want to send FIRA around to check it. This is OK, fine check it, but at the same time M&S stated FIRA was independent. As M&S is a member of FIRA and paying for the report I doubt that is true