Company refusing to refund/replace furniture

imamutant

Hi all,

About 5 months ago I purchased some outdoor furniture online, the furniture on was described as weather resistant and water proof. A few days of rain and the seats have completely filled up with water and have grown mold. I have emailed them asking for a replacement set but they refuse and instead offered a 20% refund. What should I do? The product comes with a 36 month warranty and I understand the consumer rights act states if the product is not as described or fit for purpose, im entitled to a refund/replacement. Is there a way to escalate the complaint? Thanks

Aylesbury_Duck

imamutant said:

Hi all,

About 5 months ago I purchased some outdoor furniture online, the furniture on was described as weather resistant and water proof. A few days of rain and the seats have completely filled up with water and have grown mold. I have emailed them asking for a replacement set but they refuse and instead offered a 20% refund. What should I do? The product comes with a 36 month warranty and I understand the consumer rights act states if the product is not as described or fit for purpose, im entitled to a refund/replacement. Is there a way to escalate the complaint? Thanks

Without seeing the exact product specification or photos of the problem, I couldn't say.  'Weather resistant' is a very subjective term, whereas 'waterproof' is a little more definitive.  Are you sure the seats are faulty?   A bucket could accurately be described as being 'waterproof', but it will still fill with water if left outside and will grow mould/algae if left to it.  Did you take reasonable precautions to minimise problems, e.g. turning the seats upside down over winter, or at least tilting them so they don't fill with water?  Will the 'mould' simply wipe off?  What exactly do you think the fault is?

Their offer of a 20% refund is curious.  They're either admitting the product is faulty, or they're just trying to swat away your complaint.  I think people on here will need a bit more information before we can advise whether a) you have a legitimate complaint, and b) whether that's best dealt with via consumer rights or warranty.

HillStreetBlues

I agree too little info to on.
Is posting a photo possible?

imamutant

I don't necessarilly think they are 'faulty' but just not as described / misdescribed. The cushions on the seat are supposed to be waterproof but they are completely filled with water and weigh a ton after a night of rain. I have attached a picture showing the mold and algae thats grown on it, but the main issue is that they have filled with water which is hard to capture in a photograph. Perhaps it's my fault for leaving the cushions out, but I assumed the rain would run off the cushions.

Here is a link to the furniture:

https://www.aldi.co.uk/gardenline-rope-effect-furniture-set/p/812104590095500

It was initally described as waterproof under the features section, but after my complaint it seems they have removed that description. But it still says weather resistant.

Here is their return/refund policy: https://www.aldi.co.uk/customer-services/returns

They said a 20% refund is a gesture of goodwill, so I assume they just want to swat me away! Do I have any rights here for a replacement? I'm just wanting a new set of the cushions so that I can keep them stored whilst not using

imamutant

Forgot to attached the picture

the_lunatic_is_in_my_head

Do you have a copy of the ad stating it was waterproof? 

If they’ve change the description then they are likely at fault.

It does say to cover the furniture to protect it from adverse weather (was that there before?)  and to be fair the weather has been bad over the last month or so (at least where we are) and I would expect cushions to be stored away unless their cover is plastic? 

But nonetheless if they messed up the description this gives you a stronger footing. 

The 20% refund offer is certainly go away money. 

Brywalker

Would the 20% refund pay for some new cushions?

screech_78

I would be amazed if the description ever advised that the cushions were waterproof. The furniture, possibly yes. But common sense says that you would store cushions properly during the winter. The mould is simply because they’ve been left outside getting soaked. 

eskbanker

imamutant said:

Here is a link to the furniture:

https://www.aldi.co.uk/gardenline-rope-effect-furniture-set/p/812104590095500

It was initally described as waterproof under the features section, but after my complaint it seems they have removed that description. But it still says weather resistant.

The archived version of that page from last July doesn't seem to mention waterproof within the features section, did you take any sort of screenshot yourself when ordering?

http://web.archive.org/web/20220708231331/https://www.aldi.co.uk/gardenline-rope-effect-furniture-set/p/812104590095500

Like others, I wouldn't assume that "weather resistant" would imply that cushions can be left out at all times....

Undervalued

imamutant said:

Hi all,

About 5 months ago I purchased some outdoor furniture online, the furniture on was described as weather resistant and water proof. A few days of rain and the seats have completely filled up with water and have grown mold. I have emailed them asking for a replacement set but they refuse and instead offered a 20% refund. What should I do? The product comes with a 36 month warranty and I understand the consumer rights act states if the product is not as described or fit for purpose, im entitled to a refund/replacement. Is there a way to escalate the complaint? Thanks

Whilst it does sound as though the description may have been misleading, I think it is unrealistic to expect any soft furnishing item to be left outside permanently in a British winter without deteriorating badly!

Unless you are spending huge amounts on the sort of items that might be used on a super yacht, I think the best you can hope for is something that will dry quickly from an occasional summer shower. Full summer sun is another factor which tends to degrade all but the most specialised fabrics very quickly. That is before birds poo on them etc!

Unless you are able / willing to keep the cushions indoors when not in use I think you need to re-think. 

If you can get a refund or bigger discount because of the poor wording then fine, go for it. Otherwise I'd take the 20%, spend it on some basic cushions and keep them in the house when not is use.

HillStreetBlues

I do feel Aldi have made a mistake, they should have excluded  the cushions from being weatherproof.
Most ones I've seen state weatherproof excluding cushions.