Ordered a bed from a company online and it was not the same material that was delivered.

Doggysoft

I ordered a new bed two weeks ago in the BF sales and the advert had it listed as 'crushed velvet suede'.

Upon ordering the order was called 'new suede' and then what arrived is what I would argue is not suede. (Photo)

The company were fine about taking it back, however they wanted to charge £49 (for the delivery company) to remove and redeliver the new one. I argued against that and said it's not our fault you've delivered the wrong bed, to which they dropped the price to £29 cash to the driver. 

Ultimately I'm conflicted:

- my wife should have made absolutely sure they'd delivered the correct bed

- I don't believe that to be any type of suede. I don't believe it is 'new suede' at all. It's cotton.

- £29 is better than £49, but am I right to feel aggrieved at paying it? Am I just old and out of touch with what is now classed 'new suede'?

Ergates

"New suede" is a marketing term, so it would be hard to tell if the supplied material was or wasn't as it could mean pretty much whatever they want it to mean.   Actual suede would be an incredibly unlikely material to make a bed out of, but I'd still expect "new suede" to at least look a bit like it.

If the company have delivered the wrong bed (and it sounds like they acknowledge that they did?), then they would be responsible for the cost of collecting the wrong bed (and redelivering the new one if that's what is decided).  On the other hand, it depends on how much effort you're willing to expend to save £30.

Diamandis

New suede isnt a thing. You wouldnt get a real suede bed at these prices to be honest. You could argue that it doesnt look the same as the photo and therefore you should be able to return it for free but arguing about the specific material probably isn't he best angle since there is no definition of new suede.

JJ_Egan

Suede is the rough napped side of leather  .

Who would want a bed made out of that ??

Ergates

JJ_Egan said:

Suede is the rough napped side of leather  .

Who would want a bed made out of that ??

Nobody, it wasn't meant to be suede, it was meant to be "new suede", which is, I'd guess, a material with some kind of velveteen finish - less shiny that full-on velvet.  But that's just speculation as we don't really know what "new suede" is actually meant to be.

Sandtree

JJ_Egan said:

Suede is the rough napped side of leather  .

Who would want a bed made out of that ??

Why wouldnt someone? 

Interestingly Vi-Spring offer real leather but only faux suede but their website is missing any of the top tier options and so perhaps the option for real suede is there but just not available online. Savoir beds however do offer real suede (at least according to their cleaning instructions)

Doggysoft said:

- I don't believe that to be any type of suede. I don't believe it is 'new suede' at all. It's cotton.

What is supposed to be is plastic/polyester, not cotton nor suede

As to the ad, its certainly misleading as the first image you post mentions its crushed velvet but look on a computer and all it states its its suede. Speaking to their Live Chat they even say its suede but after a lot of pushing they eventually admit its faux suede made from polyester... so basically velour. 

It does appear they have sent you the wrong item and therefore your statutory rights are to reject it for which you cannot be charged (or they must refund the return costs if you pay up front). 

If you want to do an exchange then this is not your statutory rights and so it can come down to a negotiation but there is nothing to stop a return, refund and reorder which has the same effect as an exchange unless there has been a price movement.