Made.com Compensation

Caitykinss

Does anyone have any experience getting compensation from Made.com for faulty items?

I've received a TV Unit this morning that I ordered in September on a 4 week delivery time, which has actually taken 11 weeks to arrive. The unit cost £349 plus a £25 delivery charge. Excited to finally receive it, I opened the box to find the cupboard door on the front broken cleanly in two. I've contacted Made.com on Facebook (which I've found to be the best form of communication) who offered me a replacement...in 14-16 weeks!! The other options were to keep the old unit and have either £30 in cash or a £70 voucher, or to return for a full refund.

Frankly, we've invested so much time waiting for it to arrive, I don't want to just call the whole thing off as it's a beautiful piece of furniture and I love it - not to mention I have matching side tables arriving on Monday (fingers crossed!).

I manged to get them to agree to a £100 cash refund and ordering a new unit, while we kept the faulty one for the time being, returning it on receipt of the new one. This includes £75 compensation and a refund of the original £25 delivery fee. They decided that we could only have the £25 now and the extra £75 on receipt of the new product - we said fine, but would like a guarantee of the extra £75. They said they couldn't guarantee it and would review our 'customer journey' in four months time when we finally get the new unit. I've now told them that's not acceptable and requested a call back from a manager.

Sorry for the rant - my question is has anyone dealt with Made.com in this way and had good results? Overall, I'll have waited over six months for an item that I expected to arrive within 4 weeks. Am I being unreasonable?

Thank you

[Deleted User]

Yes. They've made a generous offer.

Either a refund or replacement would have been sufficient.

Caitykinss

My issue is more that the replacement is going to take four months to arrive.

[Deleted User]

Caitykinss wrote: »

My issue is more that the replacement is going to take four months to arrive.

Since the original took nearly as long to arrive and the Xmas and New Year breaks are coming up, I'd say you are indeed being unreasonable. Clearly, they don't actually stock the item and it's made to order.
It's important to realise that you have no actual entitlement to compensation, all they had to legally do was refund or replace, so I doubt you'll get an additional sum which improves on the already generous offer.

If you don't want the wait, get a full refund and purchase from somewhere with a shorter lead-time.

Sorry.

Ally_E.

There have been comments saying it's very generous of made.com and they didn't have have to do anything except replace of refund on return. I think these people need to familiarise themselves with the new legislation https://www.thefurnitureombudsman.org/furniture-retailers-alerted-to-new-consumer-rights-act/

JJ_Egan

What NEW legislation ??
Or do you actually mean the four year old act of 2015 ??


If so would you like to point out the relevant compensation section .

forgotmyname

Ally_E. wrote: »

There have been comments saying it's very generous of made.com and they didn't have have to do anything except replace of refund on return. I think these people need to familiarise themselves with the new legislation https://www.thefurnitureombudsman.org/furniture-retailers-alerted-to-new-consumer-rights-act/

Poorly worded in the link.
"new Consumer Rights Act introduced today" Article not dated

Then says retailers have until October 2015, so the article predates that.

Article makes no mention of custom made or made to order items. The seller appears to be offering a decent resolution. The OP could have a refund if they wish.

onwards&upwards

Caitykinss wrote: »

My issue is more that the replacement is going to take four months to arrive.

Isn’t the whole point of Made.com that the items aren’t mass produced?

How d you think they can make it any faster? Would you want one that had been rushed?

eddddy

The product delivered was faulty - so your rights to redress will be a combination of:

• Your statutory rights
• Your contractual rights (as described in their terms of sale)

It sounds like made.com have offered you remedies that go beyond both of those, so they are doing more than they are legally required to do.

Obviously, you can try to negotiate an even better 'goodwill' offer from them.

Ultimately, if you are unhappy with the 'customer experience', your redress options will include: never buying from them again, telling friends/family not to buy from them, etc.