M&S Squeaky Brass Bed and FIRA

rhinestonemaiden

I paid for a brass bed and mattress at Kingston upon Thames M&S store with a loan arranged in store with a company called Creation in March 2017. My brass bed was assembled on 10th March 2017 by M&S hired installers. The squeaking started a few months later but it was slight and occasional. With time it got much worse and is now so bad that it is both preventing and interrupting my sleep, plus a new rather minatory groaning noise has started to occur. I sent a detailed letter about this to the M&S CEO Steve Rowe and got no reply. Not a good start. I then forwarded it to Customer Services and got an email reply from the Executive Team telling me that FIRA "an independent body" will be calling to make an appointment to test the bed. I have already read one unfavourable report on this forum regarding the independence or lack of it of FIRA. They are hired and their report paid for by M&S and presumably M&S is one of their big corporate members. This thread is a journey. I wait to see how my complaint develops. I have advised M&S of my awareness that Section 75 of the Consumer Credit Act applies (yes please note everyone that the Section applies not just to credit cards but also to in store arranged loans with third party loan companies for the purchase of furniture, also fitted kitchens, bathrooms et al). I am advising M&S that I have started this thread and I will monitor responses and also post comments on the progress of the complaint.

JJ_Egan

You could always arrange your own independent tests .

Nearlyold

How is the bed fitted together?

The fact that the squeaking was not present at first and has gradually increased could indicate that something has loosened up.

If it's bolted together have you checked the tightness of any nuts and bolts?


Quite intrigued by what you could have put in your original "detailed" letter to the CEO, I'm guessing you must have other problems with the bed as your current problem with the squeaking could be summed up in a couple of sentences - as you have managed in your post.

When dealing with any business over an issue it's far better to try and get them "on your side" as it were. Long winded letters banging on about rights (especially on your very first contact with them in raising any issues) is not usually the best way of getting the resolution you desire.

bris

Why do you think the CEO would get involved, you should have contacted customer services as they are the people who deal with it.


The I know my rights doesn't work when you don't actually know your rights.


For a resolution one way or the other actually know your rights and what you need to do to get them to listen.


Knowing you have S75 protection is not going to help as they have the same rights as M&S so S75 isn't a money back guarantee.