Complicated returns issue with a damaged item

tempsc

Thank you MattMattMattUK and DullGreyGuy. Much appreciated.

tempsc

Hello all.

I had previously posted a query which I had received much appreciated and welcome advice concerning the supply of a piece of furniture which I was not happy with the condition of. After several to and fro' emails, they have now suggested they send a company out to our home to repair the aspect I am not happy with.

On the face of it, I could be satisfied with the outcome, after repair, but there again, I may not be as I may not be satisfied with the work and the final finish following repair. I  could perhaps reject the suggestion and demand replacement. Is there some template text that I can reply with which will accept the solution the supplier is suggesting whilst retaining my rights to reject the item if the repair is unsatisfactory? I'm just concerned that going down this route could determine my future rights in some way.

Thanks again for any advice. I do appreciate it.

MattMattMattUK

tempsc said:

Hello all.

I had previously posted a query which I had received much appreciated and welcome advice concerning the supply of a piece of furniture which I was not happy with the condition of. After several to and fro' emails, they have now suggested they send a company out to our home to repair the aspect I am not happy with.

On the face of it, I could be satisfied with the outcome, after repair, but there again, I may not be as I may not be satisfied with the work and the final finish following repair. I  could perhaps reject the suggestion and demand replacement. Is there some template text that I can reply with which will accept the solution the supplier is suggesting whilst retaining my rights to reject the item if the repair is unsatisfactory? I'm just concerned that going down this route could determine my future rights in some way.

Thanks again for any advice. I do appreciate it.

What is the piece of furniture and what is the issue, something simple like a hinge, or something more complicated? 

In general the supplier has a right to repair, replace or refund, the choice is theirs not yours.

MovingForwards

It's a lot easier if you add to your original post to save people asking questions you've previously answered:
https://forums.moneysavingexpert.com/discussion/6414674/complicated-returns-issue-with-a-damaged-item#latest

pinkshoes

tempsc said:

Hello all.

I had previously posted a query which I had received much appreciated and welcome advice concerning the supply of a piece of furniture which I was not happy with the condition of. After several to and fro' emails, they have now suggested they send a company out to our home to repair the aspect I am not happy with.

On the face of it, I could be satisfied with the outcome, after repair, but there again, I may not be as I may not be satisfied with the work and the final finish following repair. I  could perhaps reject the suggestion and demand replacement. Is there some template text that I can reply with which will accept the solution the supplier is suggesting whilst retaining my rights to reject the item if the repair is unsatisfactory? I'm just concerned that going down this route could determine my future rights in some way.

Thanks again for any advice. I do appreciate it.

As per your other post, the same advice still stands. 

You have NO rights or contract with the company that supplied the furniture, as it was actually supplied by your home improvements advisor that you employed, and they bought it with a trade discount.

So is this the advisor that is offering to repair it? In which case you could give them ONE chance to repair it, and if it is not satisfactory then reject for a refund.

If it is the manufacturer offering to repair, then this is just a good will gesture as you have no contract with them.

As per all the other advice, just tell the advisor it is not as described so you want it replaced. Tell them to arrange collection and either issue a full refund or replace it. It arrived damaged so just reject it.

tempsc

MattMattMattUK said:

tempsc said:

Hello all.

I had previously posted a query which I had received much appreciated and welcome advice concerning the supply of a piece of furniture which I was not happy with the condition of. After several to and fro' emails, they have now suggested they send a company out to our home to repair the aspect I am not happy with.

On the face of it, I could be satisfied with the outcome, after repair, but there again, I may not be as I may not be satisfied with the work and the final finish following repair. I  could perhaps reject the suggestion and demand replacement. Is there some template text that I can reply with which will accept the solution the supplier is suggesting whilst retaining my rights to reject the item if the repair is unsatisfactory? I'm just concerned that going down this route could determine my future rights in some way.

Thanks again for any advice. I do appreciate it.

What is the piece of furniture and what is the issue, something simple like a hinge, or something more complicated? 

In general the supplier has a right to repair, replace or refund, the choice is theirs not yours.

The damage is a 'blob' of paint on the front surface of a cabinet door. my initial suggestion was for them to just send me a replacement door and I would fit it and return the damaged one. Instead, they have insisted the damage is acceptable and refused to budge until they have conceded and offered to send a company out to repair it.

tempsc

Sorry for not continuing from my previous thread. Noted for the future.

Understand the suppliers have a few choices but my concern is that if the repair is not acceptable, how does that leave me? In principle, I have no issue with their suggestion but I do have a concern as to my rights going forward if the repair isn't good enough.

pinkshoes

tempsc said:

Sorry for not continuing from my previous thread. Noted for the future.

Understand the suppliers have a few choices but my concern is that if the repair is not acceptable, how does that leave me? In principle, I have no issue with their suggestion but I do have a concern as to my rights going forward if the repair isn't good enough.

Again, WHO is doing the repair? The advisor who supplied you with the furniture or the place they got it from?

tempsc

pinkshoes said:

tempsc said:

Sorry for not continuing from my previous thread. Noted for the future.

Understand the suppliers have a few choices but my concern is that if the repair is not acceptable, how does that leave me? In principle, I have no issue with their suggestion but I do have a concern as to my rights going forward if the repair isn't good enough.

Again, WHO is doing the repair? The advisor who supplied you with the furniture or the place they got it from?

Hi PinkShoes. So, I'm only communicating with the advisor and they in turn are communicating with the supplier, whom the advisor purchased from. I can only assume that it's the supplier that has proposed they arrange for a repair company to come out and attempt a repair.

Manxman_in_exile

Post deleted as situation clarified by @tempsc