Consumer Rights surrounding Furniture Village Sofa delivered faulty/damaged

Manxman_in_exile

So despite them alleging that you had caused the damage to the sofa they're going to replace the whole suite anyway?

RS2OOO

Manxman_in_exile said:

So despite them alleging that you had caused the damage to the sofa they're going to replace the whole suite anyway?

Yes.

To be fair they didn't dwell on that point too much, he just read it off the screen. Then after my rant he looked back at the first technician's report which obviously stated manufacturing faults, put me on hold, then agreed for suite to be replaced.

I have read many reviews / reports on here and elsewhere about technicians identifying manufacturer faults when at customers premises, then reporting back to FV that its wear and tear / caused by customer.  I'm more inclined to believe these people now than I was previously!

RS2OOO

Just received email confirmation from FV that the suite will be replaced, with a lead time of 12 weeks.

RS2OOO

Replacement suite arrived yesterday, over 27 weeks since original delivery of the faulty suite!

FV had said in writing the whole suite must be replaced, not just the 2 remaining faulty units, yet the delivery drivers said they only had replacements for the faulty sections on the lorry. After replacing those sections it became obviously apparent the colours between original and replacement did not match, by a good couple of shades.

I said I'm sorry but I can't accept this and since its not what FV told us must happen I think I need to reject the exchange until you have all pieces.

On re-checking the lorry they suddenly realised they did indeed have the full suite on board! 

Once the whole suite had been replaced it became very apparent the quality of the replacement is vastly superior, significantly more filling in every section, (lack of filling and the material pooling right from day 1 was one of the 8 original faults), and the material on the replacement feels plusher. The construction of the replacement is also different, and whilst overall dimensions are identical, the framework and feet are different, with the feet in different locations from the original. The overall build quality is vastly superior and it looks like the design has been improved.

On digging further, it appears (but I'm not certain) that the original suite was made in China, but this replacement looks to have been made in Taiwan or possibly Thailand.

Overall the final outcome has at least provided us with what we ordered and I guess one bonus is that it will last 6 Months longer than it would have done had it been delivered 6 Months ago!

.......But, there is one minor fault......nothing major and I'm undecided if I'll bother pursuing it.