Laura Ashley made to order Chair

mmc1991

Hello
I recently ordered a made to order chair with Laura Ashley. Unfortunately, since its arrival we have been disappointed as the fabric and chair legs did not match our expectations. Moreover, they have since added an additional option to have chair legs that match our existing furniture.
They maintain they won't allow refunds, but I have seen posts on here that suggest this is illegal. Can anyone advise me on my options and are there any templates available to argue my case?
Thanks in advance!

hollydays

In what way did the fabric and the legs not match your expectations?

sheramber

While it does not meet your expectations does it meet what you ordered?

Aylesbury_Duck

If the chair isn't faulty, or isn't as specified when you ordered it, there is no legal obligation to refund you or replace it. A change-of-mind refund is at the discretion of the retailer in your case, you have no legal right to one.

Bermonia

Your rights are different when you have a ‘custom made’ item... unless it’s faulty in some way

mmc1991

yes I suspected this. It's just that I saw a thread on here that said custom order is different to selecting options from a pre-assembled list. In other words if you are choosing standard options for furniture this isn't custom order...so I wondered if there was a loophole!
Thanks though.

AndyMc.....

Aylesbury_Duck wrote: »

If the chair isn't faulty, or isn't as specified when you ordered it, there is no legal obligation to refund you or replace it. A change-of-mind refund is at the discretion of the retailer in your case, you have no legal right to one.

Are you sure about that?

Les79

AndyMc..... wrote: »

Are you sure about that?

Probably helpful if you elaborated a bit so that people understand what is causing you to be a bit skeptical...

dj1471

Did you buy online or in store? How long since delivery?

Made to order is not the same as custom made, it's not custom made if you're selecting from options they provide.

mmc1991

Delivery was yesterday. I ordered in store using their online system.

LilElvis

mmc1991 wrote: »

Delivery was yesterday. I ordered in store using their online system.

In which case the store are correct and you aren't due a refund simply because you've changed your mind/ new chair leg options are now available. If the legs screw off then they might be amenable to changing them for the new style - if you ask nicely as it would be an act of goodwill on their part.

Edit: ordering in store means you don't have the right to return the items unless they don't meet the description/ specification or are faulty. Had you ordered online without visiting the store then you would have been able to return the chair for a full refund, though you would have been liable for the return costs of the courier.