What can I do if I only discover flatpack furniture is damaged after opening it?

wealdroam

PinholeCamera wrote: »

Ryman say they "can't reveal the supplier name"! The supplier is also now saying I missed the 48-hour window to send the item back (I didn't open it straight away as I'd taken a week's holiday to get some DIY sorted! But given it arrived on a Friday and I opened it next working day, i.e., Monday, that seems a bit one-sided). Meantime, the supplier hasn't responded for THREE DAYS...

I made the points everyone's helpfully suggested here, but Ryman are trying to claim it's all down to the supplier's terms. Some good news, though: Ryman said if the supplier won't do anything - which is sounding likely now - they'll refund me, but they won't hear anything back until after the weekend now.

Funny you mention IKEA, @fleshandbone - I once ordered a cabinet from them, assembled it and found it wouldn't stand up. No quibble, they came and collected it. I've never ordered from Ryman before ... there's a first and last time for everything!

If you ordered from Ryman then it is Ryman who must sort it out.

It doesn't matter who Ryman's supplier is, it is Ryman's responsibility to resolve the issue.

Ryman cannot make the remedy dependent on their supplier's response.

Having said all that it does look like Ryman will do the right thing on Monday, doesn't it?

robotrobo

PinholeCamera wrote: »

Thanks very much for your detailed reply! Yes, I bought as a consumer. I'll take a look at the link in more detail, but thanks for flagging up the relevant lines.

What may be the sticking point (based on the tone of responses so far) is that they seem to be insinuating that I've done the damage. All I can say with honest conscience is that I haven't!

Would most people open flatpack furniture before signing for it? Is that something I should do next time? Perhaps I've been very lucky with things I've ordered previously (and the companies I usually use), but it's never come up before. If nothing else, I can't imagine any driver would want to wait while I go through 50-odd bits of wood and screws :0.

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i opened a bunk bed & like you & a main piece was damaged , the company requested a photo which i sent straight away & i recieved the new part in a few days .
But it does state that you check the contents on arrival , but as you know sometimes its not possible , especially when the delivery driver fires off.
Keep your cool , ask nicely & see how you go.

daytona0

wealdroam wrote: »

If you ordered from Ryman then it is Ryman who must sort it out.

It doesn't matter who Ryman's supplier is, it is Ryman's responsibility to resolve the issue.

Ryman cannot make the remedy dependent on their supplier's response.

Having said all that it does look like Ryman will do the right thing on Monday, doesn't it?

Well, it is not impossible that the contract of sale exists directly between OP and supplier.... but for Ryman to refuse to disclose the supplier's name, when they are trying to pass over the contractual obligations to them, is extremely dodgy.

Ryman sound like the type of company who try it on with customers.

Nebulous2

My previous thread about my oven had some similarities to this. https://forums.moneysavingexpert.com/discussion/5486451

The same sort of arguments about liability and 48 hours. I landed up initiating a small court claim and was paid before it came to the court date.

wealdroam

daytona0 wrote: »

Well, it is not impossible that the contract of sale exists directly between OP and supplier...

If that's the case I would expect Ryman to be very quick to say so, and supply the name of the seller, if that's not already apparent.

PinholeCamera

Good news - Rymans have agreed to come and collect the package, and I should have a refund within about a week (or so). I'm guessing that means the "third-party supplier" refused, but at least Rymans are sorting it. Thanks for the advice everyone!