Divan base won’t go up the stairs

RichD1

We ordered a mattress and divan from a local supplier and we spent much time with them explaining the difficulty we felt about getting the bed up our stairs to our loft conversion. We were told by the assistant that if it didn’t fit then we could change it for a zip and link from the same range. We were also told we could select another bed from a different manufacturer. When we asked about if nothing fitted could we have a refund we were told only a credit against other items in the shop. Finally they said they could do a trial fit so we thought this would be the answer.

They came to our house and were able to get the mattress to the 2nd floor and when asked about the base the response was ‘yeah no problems’

Last week the bed arrived and guess what the divan wouldn’t go up the stairs.

We are now in dispute with the company. They are saying because we didn’t specifically ask for the base to be brought and tried then it’s our problem. They are also denying that the change of bed type, different bed manufacturer or credit against other items was made.

They are saying that these options are available only after the trial fit but they didn’t not offer the trial fit until very late in the discussion with the shop assistant.

Had several calls with them now and are getting nowhere!!

Where do we stand legally, any thoughts or suggestions would be welcomed.

Richard

spadoosh

Legally, youre going to have to prove what was agreed.

Best way of dealing wtih this type of complaint is complaining to as many people and as high up as you can within the company. From there the internet and social media with reviews.

Theyre pretty much only going to be bound by their terms and conditions of sale. If theres no documentation of what was promised other than your say so youre going to struggle.

Id try and start by appealing to their human nature, suggesting its poor form and simply bad etiquette to be blaming you in this situation when you listened to people who you assumed would be more suitably trained and experienced in such things. But it sounds like thats gone too far.

You could try chasing your card provider but i think its going to need to be the same of you providing evidence of what was offered.

marcarm

PIVOT!!!!!!!!

Sorry, I can't offer any more advice than already given, I just wanted to say it!!