Refund on bespoke furniture

hannahlmoore

Hi there.

I've ordered a pine table and bench from a small independent retailer. I've paid 50% of the price, and now the table has arrived it is time to settle the balance.

However, I have 2 issues.
1. The pine table is orange. So orange. It's horrible and not at all what we wanted. And I have 2 x emails from myself stating that I was worried it was looking a bit orange in the photos and that I did not want this
2. The pine bench dis-coloured after just 2 hours of my Dad's partner sitting on it with blue jeans on

This has been a horrible situation as the guy is really nice, but this is costing us around 1K and we are so unhappy with it.

My current situation is that I am not going to be transferring the remaining 50%, and am going to return the table, which is going to cost me £100+ in courier fees.

My question is around the 50% I've already paid. He is at least getting the table back and can sell it in his workshop, where as we get nothing. I really feel like I should get some of this money back. It clearly states on his website: We endeavour to work with you at every stage of the design and making process to ensure you get exactly what you want. This way we hope to minimise the chance of you needing to return your order. If however, we do not meet the agreed brief or our high standards of craftsmanship are not met and we cannot remedy the issues; then we will of course refund you the cost of the goods. Delivery costs are unfortunately non refundable.

Any advice on this would be much appreciated.

Thanks,
Hannah

cono1717

Has he refused a refund?

pinkshoes

hannahlmoore wrote: »

Hi there.

I've ordered a pine table and bench from a small independent retailer. I've paid 50% of the price, and now the table has arrived it is time to settle the balance.

However, I have 2 issues.
1. The pine table is orange. So orange. It's horrible and not at all what we wanted. And I have 2 x emails from myself stating that I was worried it was looking a bit orange in the photos and that I did not want this
2. The pine bench dis-coloured after just 2 hours of my Dad's partner sitting on it with blue jeans on

This has been a horrible situation as the guy is really nice, but this is costing us around 1K and we are so unhappy with it.

My current situation is that I am not going to be transferring the remaining 50%, and am going to return the table, which is going to cost me £100+ in courier fees.

My question is around the 50% I've already paid. He is at least getting the table back and can sell it in his workshop, where as we get nothing. I really feel like I should get some of this money back. It clearly states on his website: We endeavour to work with you at every stage of the design and making process to ensure you get exactly what you want. This way we hope to minimise the chance of you needing to return your order. If however, we do not meet the agreed brief or our high standards of craftsmanship are not met and we cannot remedy the issues; then we will of course refund you the cost of the goods. Delivery costs are unfortunately non refundable.

Any advice on this would be much appreciated.

Thanks,
Hannah

Firstly, what steps have you taken so far?

Have you ordered this based on a photo or something in a shop? What are these photos you are referring to that look orange? What was their response?

Secondly, blue jeans discolour anything, particularly new-ish ones! It is really strong dye in them. It usually even has a warning in the label! Unfortunately your dad's partner has now damaged the bench, so at the very least you will need to pay for this.

hannahlmoore

He has yes. So currently, I've paid 50% up front, and I am only asking for half of that back, and I've even pay the postage to send it back.

To be honest by the way he is reacting now I wish I'd never even offered that. He can at least sell the table, when I'll be left money down, with no table.

hannahlmoore

Steps taken so far:
Emails explaining that the item is not what we wished for. All started very apologietic (my side) and amicable at the beginning but has soon turned into an argument.

My order was based upon seeing my Mum's partners table and essentially loving it and contacting the guy who made it to make me one like it. They look NOTHING like each other. I'm currently seeking a decent photo of his so I can put them side by side to really highlight this.

Finally, on the damage, I'm not accepting responsibility for this. How can you provide something that is so poorly treated that it is stained with someone's jeans within 2 hours of it arriving?

comeandgo

Denim jeans do leak dye, it is not the item she sat on that is at fault here. If I'm in someone's house and I have my jeans on I do not sit on anything light coloured. Will the stain not wash off?

fleshandbone

Sell it to easyjet

[Deleted User]

hannahlmoore wrote: »

Finally, on the damage, I'm not accepting responsibility for this. How can you provide something that is so poorly treated that it is stained with someone's jeans within 2 hours of it arriving?

No wonder your "negotiations" with the retailer have turned into an argument.

How can the retailer/manufacturer be responsible for a stain produced by blue jeans? How do you suppose he should have made it stain proof? Was the bench supplied without any varnish or wood treatment already applied? If that's the case, it's clearly you who had to apply these essential preservatives before anyone sat on it and prior to it being placed outside.

pinkshoes

hannahlmoore wrote: »

Steps taken so far:
Emails explaining that the item is not what we wished for. All started very apologietic (my side) and amicable at the beginning but has soon turned into an argument.

My order was based upon seeing my Mum's partners table and essentially loving it and contacting the guy who made it to make me one like it. They look NOTHING like each other. I'm currently seeking a decent photo of his so I can put them side by side to really highlight this.

OK, so you ordered it based on something your parents already have, and the two are looking nothing like each other. That is a good starting point.

You need to gather some evidence to SHOW this, so photographs of the two side by side (can you borrow their bench??) would be very helpful in your case.

hannahlmoore wrote: »

Finally, on the damage, I'm not accepting responsibility for this. How can you provide something that is so poorly treated that it is stained with someone's jeans within 2 hours of it arriving?

Jeans can stain a variety of materials, including wood, very easily. The only person to blame for this is the wearer of the jeans! You will be responsible for the cost of this bench as it is marked.

I have an solid oak dining table and tomato, carrot and lentil puree has turned a patch a beautful orange, so I now have a table cloth due to my messy kids!

hannahlmoore

I'm 100% confident that the item that we asked for isn't the same as the item we got, and photo evidence will prove that. But, what then? We're in total stalemate. He still expects full payment of the item (even though I've told him I'm sending it back), and I expect a form of refund before I do send it back. If not, I'm £480 down, plus another £100 postage, and I get nothing.

And for people jumping down my throat on the denim thing, this is only a minor issue as part of the big problem here. Regardless of the bench having blue stains now, the item is not what I asked for. But I will add that I stressed I wanted it treated to avoid stains and someone sitting on a bench in standard clothing is hardly an unusual occurrence.

hollydays

hannahlmoore wrote: »

I'm 100% confident that the item that we asked for isn't the same as the item we got, and photo evidence will prove that. But, what then? We're in total stalemate. He still expects full payment of the item (even though I've told him I'm sending it back), and I expect a form of refund before I do send it back. If not, I'm £480 down, plus another £100 postage, and I get nothing.

And for people jumping down my throat on the denim thing, this is only a minor issue as part of the big problem here. Regardless of the bench having blue stains now, the item is not what I asked for. But I will add that I stressed I wanted it treated to avoid stains and someone sitting on a bench in standard clothing is hardly an unusual occurrence.

Is the difference purely the colour?
Were you warned that a natural product will vary in colour , and if your item is treated and your relatives isn't, could that account for the difference in colour?