Broken Bed - Refund Refused

owensccoresagain

Apologies if this is the wrong place!

My son bought a £500 bed from Barker and Stonehouse for which he paid for delivery and for some engineers from the store to come and fit the bed.

Within 5 days the bed had collapsed and when checking the legs my son noted that there were holes where screws should have been. He called the store who arranged for someone to come out to look at the damage. I'll skip over the fact that he never actually attended on the first date given. He looked at the damage and conceded that the screws used were not the correct ones and that longer ones should have been used. He arranged for a replacement brace to be sent which it was. It was the wrong size. However he said he would still fix it and it would be perfectly safe?!

My son was not happy with this and complained to the Store via their Customer Services. He wanted a replacement bed and the bed delivered and fitted correctly. However, the Customer Services person said that he had seen the damage (a photograph) and that the fault lay with my son because he must have dragged the bed and that, to quote, gravity took over.

So my son emailed the CEO - who did not respond but got the same chap to call back and repeat that the bed collapse was because it was weakened when (!!) my son had dragged the bed - only by a inch he said. How he could tell this from a photograph is beyond me and it goes in the face of the in situ engineer stating the screws were not long enough.

They offered only to replace the leg - although they did say that even that was not damaged and agreed to refund the cost of the fitting.

My son said he was not happy with this and felt that the bed and the fitting of the bed were not up to scratch and he had bought an item not fit for purpose. He is demanding a full refund.

The store will not budge and say he needs to take it up with the ? Furniture Ombudsman.

Surely the engineer saying the wrong screws were used (and some were missing) and then wanting to fix it with the wrong parts indicates the good are not fit for purpose.

Is my son in a legal position to demand the refund without recourse to the Ombudsman - as they have failed to deliver their goods fit for purpose.

Any advice is gratefully received.

LadyDee

OP, message the Board Guide and ask them to move your question to the Consumer Rights Forum.

sevenhills

‘goods must be of merchantable quality’ you can get a refund; its just a matter of getting the store to do the right thing.
Dragging a bed should not break it, unless there is something wrong with it.

Ganga

owensccoresagain wrote: »

Apologies if this is the wrong place!

My son bought a £500 bed from Barker and Stonehouse for which he paid for delivery and for some engineers from the store to come and fit the bed.

Within 5 days the bed had collapsed and when checking the legs my son noted that there were holes where screws should have been. He called the store who arranged for someone to come out to look at the damage. I'll skip over the fact that he never actually attended on the first date given. He looked at the damage and conceded that the screws used were not the correct ones and that longer ones should have been used. He arranged for a replacement brace to be sent which it was. It was the wrong size. However he said he would still fix it and it would be perfectly safe?!

My son was not happy with this and complained to the Store via their Customer Services. He wanted a replacement bed and the bed delivered and fitted correctly. However, the Customer Services person said that he had seen the damage (a photograph) and that the fault lay with my son because he must have dragged the bed and that, to quote, gravity took over.

So my son emailed the CEO - who did not respond but got the same chap to call back and repeat that the bed collapse was because it was weakened when (!!) my son had dragged the bed - only by a inch he said. How he could tell this from a photograph is beyond me and it goes in the face of the in situ engineer stating the screws were not long enough.

They offered only to replace the leg - although they did say that even that was not damaged and agreed to refund the cost of the fitting.

My son said he was not happy with this and felt that the bed and the fitting of the bed were not up to scratch and he had bought an item not fit for purpose. He is demanding a full refund.

The store will not budge and say he needs to take it up with the ? Furniture Ombudsman.

Surely the engineer saying the wrong screws were used (and some were missing) and then wanting to fix it with the wrong parts indicates the good are not fit for purpose.

Is my son in a legal position to demand the refund without recourse to the Ombudsman - as they have failed to deliver their goods fit for purpose.

Any advice is gratefully received.

If it is just a leg that has just come off,ask the store to fix it properly and it will outlast the bed,why does he expect them to change the whole bedframe?

Gloomendoom

“Engineers to fit the bed”

LOL!

another_casualty

If you have receipts and you have complained within 14 days (not100%) , then the bed is not fit for purpose . What they should’ve done is replace it , no questions asked . This is now a trading standards issue . I’m not sure if having the ‘repair’ done has effected the warranty . I wouldn’t have thought so.
Going to the ombudsman is not a bad thing and should lead to you either getting a replacement or refund . Just have proof and stick to your guns .
As mentioned earlier, this should be moved to the consumer rights forum .