Company refusing to refund/replace furniture

imamutant

Thanks for the input everyone! I sadly don't have any screenshots showing the description before I bought the item. I thought I would be entitled to a cushion replacement as the product description is misleading and should state the product is weather resistant, apart from the cushions. In fact two of the cushions on this set haven't filled with water whilst the rest have which is interesting. And their policy says I can be refunded or sent a replacement if the product is not as described, fit for purpose and/or of satisfactory quality. My last outdoor furniture set was waterproof and the rain would simply run off the cushions, I assumed this one would be the same.

I suppose I will just accept the 20% refund and purchase some other cushions. The cushions are made/shaped to fit the seating, so I doubt I will be able to find any but I'll give it shot

Thanks

KittenChops

imamutant said:

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

On that link (and the archived version that eskbanker gave a link for) it says:

"Storage

We recommend covering your furniture to protect it from adverse weather conditions."

imamutant

KittenChops said:

imamutant said:

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

On that link (and the archived version that eskbanker gave a link for) it says:

"Storage

We recommend covering your furniture to protect it from adverse weather conditions."

Yes I see that. My main issue with the cushions is that they completely absorb and fill up with water, whilst being described as weather resistant. Of course I would store them if we we having a hurricane or blizzard.. But I went away for a night in the summer, left them outside, there was a night of rain and they had filled with water. I made my inital complaint to the months ago. They said I can have a replacement or refund and to email their other department, now I'm only being offered a 20% refund

eskbanker

imamutant said:
I made my inital complaint to the months ago. They said I can have a replacement or refund and to email their other department, now I'm only being offered a 20% refund

If they'd already offered a replacement or refund then I'd have thought that this ought to count for something - was this in writing and did it accept any liability for fault or refer to your consumer rights, etc?

born_again

HillStreetBlues said:

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.

Weatherproof dies not cover leaving leaving cushions out all year. Especially given the amount of rain we have had in the last few months.

Our cushions are taken off & put aways for winter, once the are really dry. Or you will get would. As even our glass topped table which is left out has mould in places now due to the weather we have had.


Weatherproof is another designation that essentially means the same as both water-repellent and water-resistant. The fabric of a weatherproof garment or accessory will provide protection but may admit water in harsh conditions and heavy downpours.

imamutant

born_again said:

HillStreetBlues said:

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.

Weatherproof dies not cover leaving leaving cushions out all year. Especially given the amount of rain we have had in the last few months.

Our cushions are taken off & put aways for winter, once the are really dry. Or you will get would. As even our glass topped table which is left out has mould in places now due to the weather we have had.


Weatherproof is another designation that essentially means the same as both water-repellent and water-resistant. The fabric of a weatherproof garment or accessory will provide protection but may admit water in harsh conditions and heavy downpours.

Yes I understand cushions should be stored in winter. My complaint to Aldi began late summer/early autumn, the issues started towards the end of summer

imamutant

eskbanker said:

imamutant said:
I made my inital complaint to the months ago. They said I can have a replacement or refund and to email their other department, now I'm only being offered a 20% refund

If they'd already offered a replacement or refund then I'd have thought that this ought to count for something - was this in writing and did it accept any liability for fault or refer to your consumer rights, etc?

Their initial respone to my email was "I am sorry to learn that the product has become faulty and for any disappointment this may have caused. The product comes with a 36 month warranty.

To obtain your replacement or refund, please contact the aftersales support"

I then contacted their aftersales support. They then said that the warranty doesn't include mold. I then explained that the complaint isn't only about the mold, but the misleading description and policy. They then offered a 20% refund

TELLIT01

Have all the cushions filled with water, or just some.  It's possible that the waterproof fabric was damaged after delivery, and even a tiny hole will allow the cushion to fill with rainwater if left out long enough.

eskbanker

imamutant said:

eskbanker said:

imamutant said:
I made my inital complaint to the months ago. They said I can have a replacement or refund and to email their other department, now I'm only being offered a 20% refund

If they'd already offered a replacement or refund then I'd have thought that this ought to count for something - was this in writing and did it accept any liability for fault or refer to your consumer rights, etc?

Their initial respone to my email was "I am sorry to learn that the product has become faulty and for any disappointment this may have caused. The product comes with a 36 month warranty.

To obtain your replacement or refund, please contact the aftersales support"

I then contacted their aftersales support. They then said that the warranty doesn't include mold. I then explained that the complaint isn't only about the mold, but the misleading description and policy. They then offered a 20% refund

Hmm, IMHO that's not really saying you can have a replacement or refund as such, just that the process for doing so is to make a warranty claim via aftersales support - there is a difference between exercising your statutory consumer rights and claiming under a warranty, so they appear to be referring to the latter rather than the former.

TELLIT01 said:

Have all the cushions filled with water, or just some.

Answered earlier:

imamutant said:

In fact two of the cushions on this set haven't filled with water whilst the rest have which is interesting.

TELLIT01 said:

It's possible that the waterproof fabric was damaged after delivery, and even a tiny hole will allow the cushion to fill with rainwater if left out long enough.

It's also possible that the waterproof fabric was damaged before delivery!

imamutant

Thanks guys. So to confirm, its in agreement that I have no rights to a replacement or refund? And I should accept the 20% refund?