Chair warranty invalidated by cleaning

comments_occasionally

Hi,
We bought a high backed armchair for my elderly father, ordered online and paid by credit card. (£400)
Chair delivered about 6-7 weeks later on 18/10/17 he started using it the following weekend.
The only paperwork was an invoice delivered with the chair. No care instructions or warranty details.
Last week it got wet and my sister phoned the suppliers to ask how to clean it, they said upholstery foam.
She unzipped the cushion cover and removed the foam pad, cleaned cover and replaced it..
The seam joining the zip to the cushion came apart for about two or three inches as it was done up.
Further inspection showed the seam allowance to be uneven and at maximum only the zip band width. The fabric is quite a loose weave and I think it should have had more.
I rang suppliers who said the zip was just for assembly and taking cover off invalidated the warranty!
I argued that we weren't told that and he said "no, these chairs don't come with any instructions" and just kept repeating that we shouldn't have removed the cover.
He gave me number for manufacturer but they said to take it back to supplier and wouldn't tell me if we should have been issued with warranty or cleaning instructions.
I think the zip would have pulled away from the fabric soon, even if we hadn't removed it as seam allowance so small.
I don't think this cushion is fit for purpose, these chairs are marketed for elderly, infirm users and should be washable apart from anything else. What can I do? I have photos, should I email them?

dj1471

There are two separate issues here. The first is the warranty: if it's invalidated by what you've done then that's that I'm afraid, any warranty is in addition to your statutory rights against the retailer.

If you want a remedy from the retailer you'll need to argue that the item isn't of satisfactory quality. Zips are surely meant to be used so their excuse doesn't really make sense. Start by sending them an email with the photos and referencing the Consumer Rights Act.

comments_occasionally

Hi, thanks for swift reply.
Do I not have a case that they didn't tell us what was in the warranty, even when we asked how to clean it?
I'll send email as suggested.
I forgot to add that I tried to ring after speaking to manufacturers but no reply/ engaged. Should I try once more?

knightstyle

If the zip was not meant to be opened by the consumer there should have been warning of this and/or the zip fixed closed with a small cable tie. This is what I have found on some camping equipment.

comments_occasionally

Thanks, good point.
I might try another semi friendly phone call, then get it in writing.

askmeaboutsofas

I've never seen cable ties on upholstery zippers, but if the zipper isn't meant to be used by customers it should be out of the way.
Is the cushion removable, like you can just lift the whole cushion off the chair with the cover intact and then you remove the foam from the inside? Or is the cushion built in, and you have to stick your arm down the back or side of the chair to unzip the inside and remove the foam without removing the cover from the chair?
For example on something like a G Plan Mistral, which has built-in seat cushions that you can't remove, if you stick your arm underneath the rolls at the front you can get access to a zipper and with considerable difficulty you could take the foam out, but you're not meant to and it's difficult enough that people don't generally try!
Assuming that it was easy to access, it's only reasonable to assume that you can safely remove the covers. Are they saying that the cleaning invalidated the warranty, or the removal of the cover? Does their online advert for the chair mention it being washable, easy to care for or otherwise suitable for elderly people?

comments_occasionally

Hi, thanks for response. I see what you mean, or the pull tag could be removed or sewn inside like suitcase linings..
The cushion is separate to the chair and lifts off. The zip runs along one shorter end, in the centre of the side if you see what I mean. Exactly like any other removable cover I've ever owned. It was quite hard to remove, being a close fit to quite dense foam filling. But I think the issue is the inadequate seam allowance.
I think the removal of the cover is supposed to have voided the warranty, rather than the cleaning.
I will look at the advert, I didn't do original order myself. But supplier said no information or instructions are issued. So I don't think I accept that we should have known. Suppliers are mobility aid company so surely for the infirm /elderly.
I think it would have pulled apart anyway in normal use as friction between dads trousers and the seat put a strain on fabric.

comments_occasionally

Hi, update on chair ..
I phoned again and when I got him to stop saying it was all our fault for taking cover off, I said that was irrelevant and zip badly sewn, would have come apart soon anyway. Mentioned consumer act and 'fit for purpose/last reasonable time' He finally said he'd try to get manufacturers to help. I sent photos of other parts of seam for him to pass on.
Within an hour or two he rang back and said they'd agreed to send new cushion! Said might be as long as chair took (6 weeks ) as special order fabric so I suppose the elves are weaving.
Thanks for all your helpful replies.

comments_occasionally

Hi, just to say we got a new cushion posted to us a couple of weeks ago. Come with note saying "sorry you had a problem with it"
I think the shop was the problem, didn't want to ask manufacturer. When they asked a new one was produced.
We have sprayed with scotch guard so can clean more easily and I will repair first one.
And we will shop elsewhere.
Thanks for support.

hollydays

:TNice you updated with the result