John Lewis bed broken

Dr_Crypto

Afternoon,

I bought a bed and mattress from John Lewis just under a year ago. The frame was £300 and the mattress £750.

The bed has 2 storage drawers on either side. One of those has started dropping out of its runners. I called John Lewis and they sent round someone to assess the bed. She examined it and determined that one of the beams that make up the frame, and also serves as the runner for the drawers, has warped. She stated that it was not caused by any fault of mine.

They no longer sell this bed and the nearest model to it still offered for sale is £450. A JL manager is calling me tomorrow to discuss options. Assuming they are unable to repair the bed, where do I stand regarding a replacement? Would I be expected to foot the whole difference between the purchase price for my bed and the £450 one?

Thanks.

wealdroam

Dr_Crypto wrote: »

Would I be expected to foot the whole difference between the purchase price for my bed and the £450 one?

I don't see why not.

I have no idea whether JL will come to a different conclusion though and I cannot think that anyone else other than JL can answer that question.

In strict consumer rights terms, you have the right to a remedy.
That remedy could be either a repair, replacement or refund.
You can tell them your preferred remedy, but you cannot force the seller to provide a disproportionate remedy. Therefore usually the seller will choose the most cost effective remedy.

They cannot charge you anything for a replacement, so if they give you the £450 bed that's good.

If a refund is decided upon, that can be reduced to take account of the use you have had.

Dr_Crypto

What are my rights in this situation? JL have agreed the bed was faulty and has to be replaced. It isn't my fault that JL have stopped selling that model. I agree that I've had a year or so's use from the bed but that surely isn't worth £150.

wealdroam

Dr_Crypto wrote: »

What are my rights in this situation? JL have agreed the bed was faulty and has to be replaced. It isn't my fault that JL have stopped selling that model. I agree that I've had a year or so's use from the bed but that surely isn't worth £150.

Re-read my now edited post.

Dr_Crypto

Thanks.

I'd rather the bed be repaired really. I'm happy with it and binning it seems such a waste.

Dr_Crypto

If anyone is interested JL supplied the higher priced bed free of cost. They also took the broken one away and built the new one for me.

Very impressed, really. Certainly worth paying a little more for JL and quality service.

theonlywayisup

Indeed. Cost of an item isn't always about the pounds shillings and pence, it's about the longevity of any CS. Well done John Lewis. I hope you've let them know.

McKneff

JL rocks ....