Oakworld.co.uk

GTR_King

Hi there hope everyone is safe and well..

Need advice 
On 12th July I ordered 2 bedside tables £209 via paypal said 6-10 weeks delivery 

On Thursday 3rd Sept (May have been the 9th) I received them, One of the units was slightly damaged/faulty (Looks like it happened in the factory) as they were very secured with the packaging.

The right hand side of the unit wasn't glued into place properly. Can see a small gap where the centre of the unit slot into the side, I have been told it's easy to fix as just right hand side need slotting into place..

I emailed oakworld straight away (They weren't taking calls) they replied a week later saying I need to send them pic of damaged unit and order number.. 

They then replied once I send info to them saying item is out of stock but can return both of them for store credit....

I replied and told them No store credit want Direct Replacement ASAP (Not 6-10 weeks)

Since then I have kept emailing them i will only accept a Direct Replacement ASAP or half the cost of the damaged unit so £209÷2= £104.5÷2=£52.5

all they keep saying is will offer Partial credit (What the hell dose that mean) then said we will give you £30 to keep damaged unit no more or you can wait till item is back in stock...

Have told them I will consult Trading standards 

So where do I stand with oakworld?? what I am I legally Entitled to? 

Aylesbury_Duck

GTR_King said:

Hi there hope everyone is safe and well..

Need advice 
On 12th July I ordered 2 bedside tables £209 via paypal said 6-10 weeks delivery 

On Thursday 3rd Sept (May have been the 9th) I received them, One of the units was slightly damaged/faulty (Looks like it happened in the factory) as they were very secured with the packaging.

The right hand side of the unit wasn't glued into place properly. Can see a small gap where the centre of the unit slot into the side, I have been told it's easy to fix as just right hand side need slotting into place..

I emailed oakworld straight away (They weren't taking calls) they replied a week later saying I need to send them pic of damaged unit and order number.. 

They then replied once I send info to them saying item is out of stock but can return both of them for store credit....

I replied and told them No store credit want Direct Replacement ASAP (Not 6-10 weeks)

Since then I have kept emailing them i will only accept a Direct Replacement ASAP or half the cost of the damaged unit so £209÷2= £104.5÷2=£52.5

all they keep saying is will offer Partial credit (What the hell dose that mean) then said we will give you £30 to keep damaged unit no more or you can wait till item is back in stock...

Have told them I will consult Trading standards 

So where do I stand with oakworld?? what I am I legally Entitled to? 

You're legally entitled to a full refund (same method you paid, not store credit) if you return the defective item.  In this case, as they are a matching pair, you are entitled to return both for a full refund.

You cannot force them to allow you to keep it and refund half the price, and Trading Standards will tell you the same thing.  If you want an intact matching pair, you will have to do as they suggest and wait for them to come back into stock.  Or you can accept their perfectly reasonable offer of £30 credit and keep both units.  That's your choice.

Spank

They told you it was out of stock, how do you think they can get a replacement ASAP?

GTR_King

Well I think £52.5 is a fair offer to keep the damaged unit... 

would happily send both back for a full refund but they are only offering store credit..

I am happy to accept £52.5 or a direct replacement/ matching unit but not willing to wait 6-12 weeks+ for them to swap/deliver the new item. That's way to long, but one of their agents told me they stopped selling the bedside table and won't be back in stock at all but can offer a replacement similar to the one I got. 

I am only being reasonable with my offer and think £30 is a joke as that's the cost for them to send a guy out to pick up the damaged/faulty unit up.

Aylesbury_Duck

GTR_King said:

Well I think £52.5 is a fair offer to keep the damaged unit... 

would happily send both back for a full refund but they are only offering store credit..

I am happy to accept £52.5 and a matching unit but not willing to wait 6-12 weeks+ for them to swap/deliver the new item. That's way to long, but one of their agents told me they stopped selling the bedside table and won't be back in stock at all but can offer a replacement like the one I got

I am only being reasonable with my offer and think £30 is a joke... 

£30 isn't a joke based on your description of "slight damage".  It hasn't suddenly lost half its value for slight damage.

They can't only offer store credit for what is clearly a faulty item, so you can choose between accepting their offer and keeping the units, returning both and insisting on a full Paypal refund, or accept their similar replacement.

If you really want to keep both, you're cutting your nose off to spite your face for the sake of £22.50.  If they withdraw that offer, you're into options you don't want.

GTR_King

will happily accept a replacement off them but when 2 agents say different things e.g won't be back in stock at all/out of stock then that's confusing and don't wanna wait 2-4 months for the to sort a replacement out, Also will accept £52.5 off them as will cost about that much to fix the damaged unit

They only wanna give me store credit as want to me spend in their shop...

Aylesbury_Duck

GTR_King said:

will happily accept a replacement off them but when 2 agents say different things e.g won't be back in stock at all/out of stock then that's confusing and don't wanna wait 2-4 months for the to sort a replacement out, Also will accept £52.5 off them as will cost about that much to fix the damaged unit

They only wanna give me store credit as want to me spend in their shop...

If you have evidence that it will cost £52.50 to replace the damaged unit, present it to them to justify your claim, but it looks remarkably like a figure dreamt up out of thin air, and coincidentally is exactly half the price...  From your description, it sounds like the side needs prising off and re-gluing into place, or even just glue applied and the side gently tapped into position.  How much is a tube of glue?

Of course they only want to give you store credit, but you don't have to accept it.  You are entitled to return the items for a full like-for-like refund under consumer law.

GTR_King

I have emailed them saying I would like a direct replacement within 2-3 months and ask when they can pick up the damaged unit/give me replacement. 

If they can't sort it within 2-3 months will send item back for full refund no store credit 

Petriix

Have you considered buying a pot of PVA glue and mending the minor damage? Would certainly cost less than £30.

GTR_King

we have considered it as well 

Ectophile

GTR_King said:

I have emailed them saying I would like a direct replacement within 2-3 months and ask when they can pick up the damaged unit/give me replacement. 

If they can't sort it within 2-3 months will send item back for full refund no store credit 

If you're not careful, you will lose your right to return the goods under the Consumer Rights Act.  They may end up offering nothing more than a repair.