Unhappy with sizing of a custome-made item - Rights?

ptrichardson

Hi,
I'm a bit annoyed right now, so I thought I'd ask some other people what the right thing is here.

I had 4 cyclindrical cushions that needed to be replaced, and decided to order some new foam as the covers are a nice leather, and I'd like to keep them rather than replace entirely. 
I found what looked a good website to order from, and so I measured (correctly), and set up the order.

Now here's where the problem started - although I didn't know it yet.  In step 4, they clearly recommend adding these 2 options to the order.   They seem reasonable:  Something to help get the foam in the cover, and something to stop it being saggy in the corners.  But that point "will add loft"..........


Turns out, that "loft" adds 1cm per side - so on a cylinder, that's 2cm added to a 15cm diameter cushion.  This makes it far too big - its a 13% increase in size.  They barely fit in the cover, and they're clearly stretching the leather on the one I have fitted and I'm concerned the zip is going to burst.

I've mailed them, and they have responded that if I clicked the "Read More about Dacron" link, it would have told me this.  I didn't click this link at the time, so I didn't see this warning.
They say they will not refund as it is made to measure.

I'd love to hear some views please.
Thanks.

dj1471

Seems reasonable to me that any options should have been incorporated into the overall size you specified, but it’s not clear cut.

Since they’re too big, why not ask them nicely if they can trim them down to size?

ptrichardson

dj1471 said:

Seems reasonable to me that any options should have been incorporated into the overall size you specified, but it’s not clear cut.
Since they’re too big, why not ask them nicely if they can trim them down to size?

Thanks for replying.
Yes, I don't think its clear either - something that changes dimensions should surely be called out right there in the box where they are recommending the product imo.  I'd simply have knocked 1-2cm off my ordered size, and everything would have been perfect.

As for returning them for alteration, I would assume that the cost of shipping them there and back would be prohibitive?  Its a large box, so I'd guess at least £8 each way for a £60 order.  I would imagine the labour involved would be at least as much as the original production too, so they might well find that unreasonable.  But their issue I guess - I can ask.

If all else fails, I can open them up and remove the dacron myself - I'm sure a sharp kitchen knife will do it.  Shame though, as the dacron and the wrapping cost as much as a foam!

ToxicWomble

Can you not use some lengths of ribbon or similar to compress the circumference a bit ?
you will the bonus of being able to release it once they get compressed over time

DoaM

Off the wall suggestion ... wrap some cling-film around them to (evenly) compress them?

ptrichardson

ToxicWomble said:

Can you not use some lengths of ribbon or similar to compress the circumference a bit ?
you will the bonus of being able to release it once they get compressed over time

I guess I could, it would need about 5 lengths per cushion though - meaning 20.  I'm not sure I have anything suitable, but I'll have a think.

ptrichardson

DoaM said:

Off the wall suggestion ... wrap some cling-film around them to (evenly) compress them?

Not a terrible idea at all!  Might be tough getting them in place though?

ptrichardson

They got back to me today - agreed the sizing issue wasn't clear as you have to click to another webpage to see the warning - and a full refund has been given.
So a good outcome in the end, and I can do "something" with the foam I have - possibly just remove the dacron altogether and just put the foam in the covers, I'm sure that'll be absolutely fine.