Broke bed from www.made.com

woodsford

Hi,

Bought the super king sized bed 7 months ago from www.made.com

There are four wood sides of the bed; front, back, left and right. There are four legs.

The part where the left and the right bed joins with the legs has cracked but is still standing. There are two or three parts where there is a serious crack. It is not structurally safe and is likely beyond repair.

I contacted made.com and they offered to send someone out to repair this (how i will never know) at no cost to myself. I have asked them for a refund but they have declined and state that this need to be repaired by a specialist.

What are my rights please?

Aylesbury_Duck

After six months they have the right to choose whether to repair, replace or refund.

woodsford

Aylesbury_Duck said:

After six months they have the right to choose whether to repair, replace or refund.

Hi,

Thank you for your reply. What if it is not repairable then what happens?

Aylesbury_Duck

Then they have to replace or refund.

woodsford

Aylesbury_Duck said:

Then they have to replace or refund.

OK - good to know, thank you. What if they refuse to do either - do I have any rights?

Aylesbury_Duck

Yes.  You'd just need to demonstrate that there's an inherent problem with the design or manufacture (which Made seem to have acknowledged already).  Given that they have acknowledged it, they have to do something.  If they don't, get your credit card involved, or finance company of bought on finance.  Last resort would be small claims court, but they'd be mad not to provide a resolution given that they've acknowledged the fault.

I presume they're not blaming you for breaking it and are offering to fix it out of goodwill?  If so, then the first part of my advice is applicable.

woodsford

Aylesbury_Duck said:

Yes.  You'd just need to demonstrate that there's an inherent problem with the design or manufacture (which Made seem to have acknowledged already).  Given that they have acknowledged it, they have to do something.  If they don't, get your credit card involved, or finance company of bought on finance.  Last resort would be small claims court, but they'd be mad not to provide a resolution given that they've acknowledged the fault.

I presume they're not blaming you for breaking it and are offering to fix it out of goodwill?  If so, then the first part of my advice is applicable.

Understood. I've just had a look and each four corners of the bed are cracked 

Correct. They have acknowledged and passed it onto their quality process team to determine what is wrong.

They have offered repair service and said that I'd need to have a repair done rather than a refund, so I will do this. There is no way they'll be able to repair this though.

woodsford

Aylesbury_Duck said:

Yes.  You'd just need to demonstrate that there's an inherent problem with the design or manufacture (which Made seem to have acknowledged already).  Given that they have acknowledged it, they have to do something.  If they don't, get your credit card involved, or finance company of bought on finance.  Last resort would be small claims court, but they'd be mad not to provide a resolution given that they've acknowledged the fault.

I presume they're not blaming you for breaking it and are offering to fix it out of goodwill?  If so, then the first part of my advice is applicable.

One more question sorry - what if the bed break down shortly after repair then do I have the right to request replacement or refund?

Aylesbury_Duck

The "repair" might end up being complete replacement of the frame.

woodsford

Aylesbury_Duck said:

The "repair" might end up being complete replacement of the frame.

Possibly yeah. Hadn't thought of that.

What if the repair breaks shortly after then what are my rights?

You have been helpful btw - thank you.

Aylesbury_Duck

You're welcome.

They get one chance at a repair and if it fails, they have to replace or refund.