Item paid in December but item still not received - what are my rights

GloriaShaw85

Hi xxx,

Thank you for your email. I appreciate your processing the payment towards the damage of our baby’s play mat - thank you. 

Could you confirm Natuzzi is now proposing to order a brand new dove chair in the same specifications as our initial order from xxx? We love this colour and the leather material. If this is the case, we would be prepared to accept this resolution, but request that this be ready for us as soon as possible, as an October delivery date means we will have waited almost a year for this item - we’ve been so eager to enjoy our chair, but the wait and delays from mishaps has  been most disappointing and delayed our chance to enjoy the fine craftsmanship that is the xxxx chair by Natuzzi. 

GloriaShaw85

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

tightauldgit

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

GloriaShaw85

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

Can I still refer to the consumers rights act?

GloriaShaw85

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

Can I still refer to the consumers rights act?

tightauldgit

GloriaShaw85 said:

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

tightauldgit said:

GloriaShaw85 said:

Hello everyone. Just an update. Basically when I contacted Natuzzi, they offered to reimburse my baby’s damaged playmat. They also then said they would place another brand new order, which would be ready in October; they also suggested keeping the damaged chair and that it would be picked up when the new one comes to be assembled. 

Situation I’m at atm is the new chair has come, and the two men that came to assemble the chair damaged and scratched the emblem, so again it’s a damaged chair.

I wish I never gave them a chance and asked for the refund instead

can I still request a refund or am I stuck with this. It’s been 10-11 months waiting to get the chair since we placed the order and even now it’s still not in the condition it should be ):

Contact them, tell them the new chair is also damaged and tell them you reject it and now want a refund. Unless you would be happy to keep it and get a partial refund? You could propose that if you want to. 

Can I still refer to the consumers rights act?

You can do but I tend not to quote the law at people until I've given them a chance to sort it out. Tell them this one is damaged too, that given the history of the item at this stage you simply want to reject it and get a full refund and see what they say. 

GloriaShaw85

Their immediate response was:

I am so sorry that this did not arrive in perfect condition.

 

In every instance, I am required to send a technician to complete a report based on the damage. I will request this is done immediately and will revert back to you once I have the technicians findings.

 

Kind regards

GloriaShaw85

Hello,

so Natuzzi sent people over to look at it (they’re third party). A week had gone by and I had heard nothing so enquired. The response was that they think it can be fixed but are awaiting head office to confirm. 

This , I didn’t agree to! I don’t want a broken or damaged product to be fixed - I want a product in the condition it should be ! Surely that isn’t expecting something unreasonable. 

At this point, I emailed back saying NO. no more chances. They’ve had like 4 or 5 chances this is ridiculous, especially as the item was purchased a year ago!  I stated they ought to refund the monies else ombudsman are to be involved. 

It’s been 3 weeks, and no response feom them

GloriaShaw85

What should I do? Ombudsman?

Alderbank

GloriaShaw85 said:

I don’t want a broken or damaged product to be fixed - I want a product in the condition it should be ! Surely that isn’t expecting something unreasonable. 

It's a year old. If it is fixed then it is in the condition it should be. That's what I understand 'fixed' to mean.
If it can't be fixed then that is different. But expecting a brand new replacement would be unreasonable.