Is there anything I can do?

alibangor

We paid over £1000 in a sale about 16 months ago for a leather electric recliner in a sale at Creations. They said it would last for years but the leather now looks horrific.it’s peeling terribly.  I did treat the leather as they told me to. They say that they’ve been warned about this a lot but as it’s out of warranty they won’t do anything so it’s basically “tough luck”  Is it just my bad luck or can I lodge a complaint with anyone else? We’re not rich and this was a luxury purchase for my oh as he’d just had a double heart bypass and I was trying to cope with his ptsd and cheer him up. I know that has no bearing but I don’t understand how they can have lots of complaints yet continue to sell them 🤷‍♀️ Please be gentle, I’m just asking 😬

donnac2558

I would get the admins to move your query to the Consumer section or post there yourself.

JJ_Egan

Warranty is not your Consumer Rights .

Approach the retailer , consumer rights not fit for purpose .

Aylesbury_Duck

In the first instance, go back to the retailer and ask them for a resolution under your consumer rights, not the warranty.  I suspect they'll still refuse, but then your next step is to get an independent inspection of the chair (you need to find a furniture or upholstery person to do this for you).  It will cost a little but if their verdict is that the leather wasn't fit for purpose, then the retailer has to do something - either a repair, a replacement or a refund, tempered to reflect the 16 months of use you've had so far.  They'll also have to cover the cost of your inspection.  You can back this all up with court action if needs be.

When you call them to ask them to do something under your consumer rights, if they say no then tell them this is the path you're going down, especially as they've acknowledged the problem has been raised by others.  They may relent at that point, you never know.

The other question is:  How did you pay for it?  Was any or all of the cost put onto credit card or a finance agreement?

pinkshoes

If the leather is peeling, then sounds like it is some sort of bonded leather with a synthetic top coating. Much cheaper but certainly doesn't last very long. What was the description? 100% genuine leather?

As above, you need to claim under the Consumer Rights Act as the goods being not fit for purpose. It's nothing to do with the warranty. 

Silvertabby

Quote:How long does bonded leather last?

Due to the shredding process, bonded leather is less durable than genuine leather. A sheet of bonded leather is one perpetual length of tiny scraps meshed together, and therefore not creating a solid surface. Problems arise after continuous usage. Body oils will stain the surface and compromise the bonding. Dirt and grit will act as an abrasive and will also shorten the life of your bonded leather.

Different circumstances will determine the lifespan of your bonded leather couch. If you have children and pets using the furniture regularly, it will not last as long as a couch kept as guest seating. With proper care and gentle use, a bonded leather couch can last as long as two to three years without issues. End Quote

If it is bonded leather, then that will be why the warrantly only lasts for 12 months.  It was very wrong of the salesman to tell you that your chair 'would last for years' but I fear that your problem would be proving this promise.  

ADD: Just had a google, and £1K is way over the top for a bonded leather recliner.  OP - do you know exactly which type of leather it is?

alibangor

Aylesbury_Duck said:

In the first instance, go back to the retailer and ask them for a resolution under your consumer rights, not the warranty.  I suspect they'll still refuse, but then your next step is to get an independent inspection of the chair (you need to find a furniture or upholstery person to do this for you).  It will cost a little but if their verdict is that the leather wasn't fit for purpose, then the retailer has to do something - either a repair, a replacement or a refund, tempered to reflect the 16 months of use you've had so far.  They'll also have to cover the cost of your inspection.  You can back this all up with court action if needs be.

When you call them to ask them to do something under your consumer rights, if they say no then tell them this is the path you're going down, especially as they've acknowledged the problem has been raised by others.  They may relent at that point, you never know.

The other question is:  How did you pay for it?  Was any or all of the cost put onto credit card or a finance agreement?

alibangor

Thank so much for the advice, I’ll try that. It’s not even so much the chair as the fact we feel they they should have mentioned this at the time of purchase. My oh had been made redundant due to medical reasons so it was paid for by his debit card. 

Manxman_in_exile

I agree that genuine leather shouldn't be peeling after 16 months - it might be fake or some sort of bonded or coated leather.  If it feels cold or plastic-like to the touch, it probably isn't 100% genuine leather.  How was it described when you bought it?

I came across this site in another thread somewhere.  Look at the articles on Artificial, Bonded, Coated and Faux leathers.  If you know what your recliner was described as (eg semi-aniline leather) you can look at the description here and see if yours does - or doesn't - match it.   https://www.leather-dictionary.com/index.php/The_Leather_Dictionary

I don't think any references are to UK law, but if it was described as genuine leather, that's what it should be

born_again

Of course where the chair is placed can cause/make worse issues. Too near heat or direct sunlight are not good for them.