Damaged Furniture, can this be fixed?

henrygregory

Bendy_House said:

I think it may be too long, too detailed, and you don't know what they could expect to sell it on for. Also, there is no obligation on them to compensate you for 'waiting' time, and things like that. Finally, you have thrown away the packaging even after noting the damage? I'm afraid you'll be (rightfully) expected to protect the unit to its original standard for return. (You'll need to be prepared to do this if they say "No - return it!")

I think all that matters is what it's worth to you vs them.

Perhaps something like:

"Thanks for your reply, but I am afraid your offer falls well below my reasonable expectations. This is the second issue I have had with your company with badly-damaged goods, with all the resulting disappointment and time wasted in having to resolve the matter.

As you can see, the damage is quite extensive and to a number of panels, so it can surely only be sold on for roughly half of its retail price at best? There would also be the return and redelivery carriage costs for you to bear. On the other hand, it will require a lot of effort on my part to try and effect a decent repair, but as this would save me time waiting for collection and redelivery (I am self-employed, so this equals lost earnings), it is something I am prepared to consider, given a suitable level of compensation.

I would be prepared to accept a discount of £x."

Thanks, very helpful.
I would love to have kept the packaging but unfortunately, these things are very heavy, there is no way of removing it all in a way that will allow you to be able to put it back. It also took me around 35 minutes to cut down and dispose of all of the packaging as it filled the entire room - I don't have anywhere else protected from the elements to put all of that card and foam. What on earth would I have done with it in the mean time? There is no easy way to repackage something that heavy. 

I will go with something like your much shorter and to the point reply. I am thinking of maybe asking for a 50% discount. I think that would be fair, and then see what they come back to me with. If they did a swap, the delivery company could use the packaging from the replacement to put the current one in - even though it is impossible to re-package it but at least they could have a try with two of them there. I have brown tape. 

Will let you know the outcome. 

Niv

I think the repair is quite easy. Getting an exact colour match for the paint would be harder. If the only damage visible is picture one then I would be inclined to accept ~15% discount and also push them to provide details of the paint colour / brand etc.

henrygregory

Niv said:

I think the repair is quite easy. Getting an exact colour match for the paint would be harder. If the only damage visible is picture one then I would be inclined to accept ~15% discount and also push them to provide details of the paint colour / brand etc.

Thank you for your post. I have not sent them a reply yet.
The colour is described as 'warm ecru'.
I have been doing some digging and have come to the conclusion that the issue here is the logistics company this online company is using to deliver their products. I have come across pages of negative reviews for the logistics company and all identical issues to me. Seems a regional thing, so other customers in other parts of the UK are not affected.
The last product I ordered from them looked like it had been rolled down a steep hill. Outer card box was pristine, but the furniture was smashed to pieces inside. The couriers had obviously been chucking it around in the back of the lorry to get to other boxes.
My concern is, whilst I am well within my rights to send it back and ask for another, based on my past negative identical experience with this retailer, there is a high probability that the replacement one could also be damaged. It doesn't seem possible to select a different courier.

The only other option I have been considering is order again now. When the new item is delivered, inspect it thoroughly. If it is up to scratch, keep it and return this faulty one a few days later in the replacement packaging. But I am running the risk that I could get another smashed one and then have two to send back and still no further forward with having a piece of furniture for my room and would get no discount for my troubles! ....decisions!

twopenny

I've seen damage like that from transport even when it's packed well. They even managed to frive over one of our larger bits of solid wood furniture that I despatched well wrapped. They still delivered the bits, 
These deliveries are taken to depots, unloaded, shifted and reloaded on regional transport.
We changed firms.
I had a planter made of similar material that split like that drawer. I was able to repair it with caulk and paint over. You can still see the marks though. Fine if you're not looking at it daily or if the visibility isn't going to annoy you.

henrygregory

twopenny said:

I've seen damage like that from transport even when it's packed well. They even managed to frive over one of our larger bits of solid wood furniture that I despatched well wrapped. They still delivered the bits, 
These deliveries are taken to depots, unloaded, shifted and reloaded on regional transport.
We changed firms.
I had a planter made of similar material that split like that drawer. I was able to repair it with caulk and paint over. You can still see the marks though. Fine if you're not looking at it daily or if the visibility isn't going to annoy you.

Thank you for your post. It must be do tough for retailers also. I am not sure if you saw in my OP but I ordered another item back in November 2021 and again, box was fine, but when I got it out, it was smashed to pieces and had clearly been thrown around in the back of a lorry and it's own weight had caused it to break apart. The reviews for this particular courier company are all appallingly bad and all mention about damaged furniture so this is 100% a logistics issue and not a factory/poor quality/poor workmanship issue.

I am in a difficult position as if I get another one, it might be even worse. I think I will go back to the retailer with similar to the draft message I last posted but ask if it might be possible to use a different courier if they decide to send me another. 

Thanks for your post 

jennifernil

I would not be keeping an item with that much damage, you don't actually know that a good repair could be made.  I would return for a refund and buy locally, choosing an item which would be easy to get into the property.

I would also not agree that Ikea stuff is all cheap and nasty.  Some items are cheap, and you get what you pay for most of the time, but plenty of their stuff is pretty solid and good looking.  Plenty of choice in chests of drawers.

ashe

Is this Wayfair? Had some good things off them but almost everything has arrived damaged or missing pieces to the point we end up getting things practically free in the end 

we got a 3 seater garden rattan sofa before lockdown for £150 and they sent it with two left arm pieces. They sent a whole extra set out which was missing 3 bolts, meaning I'd have to have disposed of an entire sofa. They then sent out another full set for the bolts. In the end managed to find some similar bolts and ended up with 3 sofas for the price of 1 , 2 of which we still have in use and one sold during lockdown for twice the cost of what we paid for the 3, so did alright out of it. 

henrygregory

ashe said:

Is this Wayfair? Had some good things off them but almost everything has arrived damaged or missing pieces to the point we end up getting things practically free in the end 

we got a 3 seater garden rattan sofa before lockdown for £150 and they sent it with two left arm pieces. They sent a whole extra set out which was missing 3 bolts, meaning I'd have to have disposed of an entire sofa. They then sent out another full set for the bolts. In the end managed to find some similar bolts and ended up with 3 sofas for the price of 1 , 2 of which we still have in use and one sold during lockdown for twice the cost of what we paid for the 3, so did alright out of it. 

Not Wayfair though I understand from what I have read online that Wayfair use the same delivery company as the online site I have used. 
It sounds like you did well out of it which is good, but for me, a £25 discount on quite an expensive piece of furniture is not really going to be much help. I am going to go back to them today and see what can be done about it. It also worries me how much money these retailers must lose due to this kind of thing. I know they obviously have markups on their products, but my experience with this one in particular recently as not been good in terms of smashed products. Once this is resolved, I am going to try and speak to someone higher up and make them aware that they really should look into this as it must be costing them a fortune in damaged goods but also lost custom as I don’t think I would be prepared to use them again now if they keep using the courier they are using. It is a shame as most of their stuff is really nice and stylish. 

Bendy_House

henrygregory said:

Not Wayfair though I understand from what I have read online that Wayfair use the same delivery company as the online site I have used. 
It sounds like you did well out of it which is good, but for me, a £25 discount on quite an expensive piece of furniture is not really going to be much help. I am going to go back to them today and see what can be done about it. It also worries me how much money these retailers must lose due to this kind of thing. I know they obviously have markups on their products, but my experience with this one in particular recently as not been good in terms of smashed products. Once this is resolved, I am going to try and speak to someone higher up and make them aware that they really should look into this as it must be costing them a fortune in damaged goods but also lost custom as I don’t think I would be prepared to use them again now if they keep using the courier they are using. It is a shame as most of their stuff is really nice and stylish. 

Yes, £25 is just insulting. What a nerve!

Ok, I think - I'm pretty sure - this is what I would do (and it's what you were considering too).

Decide on a figure that you would accept, be it 33% or 50% off, or whatevs. Send that message, put that figure on it, and tell them the only alternative is that they take it back.

If they turn down your offer, then buy a new one, and - once you know the delivery date - arrange the return of the damaged item (you don't want them trying to collect the damaged one before the new one arrives, 'cos you need its packaging).

CHECK the receiving/checking policy! Some companies (like those who use their own delivery trucks) expect you to check the goods on receipt, and you have the option of refusing it - they will take it back right away. Others (most, these days) will not take it back, and either still require you to check the goods there and then, or else give you a couple of days to report any damage (with a recent FF purchase, the guys just left it and you had 2 days in which to report any damage - and there was a wee dent on the side. This was a £450 FF, and they initially offered only £25 discount. They soon upped that to £45...).

If 'refusing delivery' is NOT an option, then no point the guys standing there while you check it over! Check it for damage, and - if it's ok - use that intact packaging for the damaged one, which will be due collection. If the new one is also damaged, then buy a third... :-)

Yes, this means more time wasted for you, but that's not their problem. Everything else is...!

henrygregory

Thanks for your post @Bendy_House and thanks everyone else. 

Update....
They came back to me upping the £25 to £60 odd, still not a lot in the grand scheme of things so I went back and said can they send me a new one and they said of course. 
I also asked if it would be ok to arrange a separate collection date for the damaged item so that I have time and can use some of the packaging from the replacement one to package the faulty one. Again, no problem.

I offered for them to put a hold on my card seeing as I would have two identical items and only paid for one as they have kindly let me hang on to the broken one until I have moved it, and packaged it up so I can put in the new one, but again, they said no problem, just contact us when you are ready for the broken one to be taken away.

Can't fault the customer service. I did also ask if it would be possible to use an alternative courier company but they said unfortunately, it is automatically done by their computers so not possible.

Let's see how the second one turns up but I am very grateful for them being so understanding and apologetic, though obviously this is all a real pain for me. Once this nightmare is done with, seeing as I am in communication with someone a little more senior, I am going to suggest to her that they really ought to look into the couriers they are using in my part of the country as I feel they (couriers) are not quite up to scratch which is a shame as it is impacting on their brand. I have no beef with the couriers or the online retailer, everyone has been nice, delivery men are always very courteous and friendly, but something is going amiss here based on my experiences and what I saw on the reviews section online for the couriers.

Will keep you all posted, but thanks again for your words of wisdom and also big thanks to @Bendy_House for the short but sweet draft you provided, I used that, just modified it a little - was really helpful so thanks as I do ramble on sometimes...and on that note...good evening!