M & S assembled furniture return

DReles1

A wardrobe arrived today from M&S and they also sent someone to assemble it, but the back panels don't seem to fit right (see example below). I haven't worked out yet if the pieces are actually faulty or if the assembly was wrong, but I'm surprised it wasn't noticed at the time (I wasn't in the house myself) and the back panel is nailed into that position.

Their general return policy for furniture is that there is a return fee, and the wording was to the effect of "not fully refunding" the money if the product is not in sellable condition. I'm fairly confident the second point doesn't apply since it's them at fault, but I wonder if they might still try and charge me for the return fee, e.g. if I decide I'd rather return than get a replacement?

Would also appreciate any general advice on dealing with them and any opinions on refund vs. repair/replace ?

the_lunatic_is_in_my_head

DReles1 said:

A wardrobe arrived today from M&S and they also sent someone to assemble it, but the back panels don't seem to fit right (see example below). I haven't worked out yet if the pieces are actually faulty or if the assembly was wrong, but I'm surprised it wasn't noticed at the time (I wasn't in the house myself) and the back panel is nailed into that position.

Their general return policy for furniture is that there is a return fee, and the wording was to the effect of "not fully refunding" the money if the product is not in sellable condition. I'm fairly confident the second point doesn't apply since it's them at fault, but I wonder if they might still try and charge me for the return fee, e.g. if I decide I'd rather return than get a replacement?

Would also appreciate any general advice on dealing with them and any opinions on refund vs. repair/replace ?

Hello OP

If there is a problem they'll cover the return costs and refund in full if you reject (or at least should). Deductions and return costs on you refer to change of mind only. 

Is this chipboard/flat pack type furniture OP?

If so the back panels are usually held in place with panel pins. Assuming it's lined up so the back can sit flush with the side and have enough overlap on the side for the pins it should be a straightforward fix (assuming you can get behind it).

If you've paid for assembly then it's certainly worth bringing this to their attention, assuming it can be pinned in you'd be entitled to at least some portion of the assembly fee back (or for them to come back and correct it if they are willing).

If it isn't lined up correctly and can't be pinned back they should either send someone to assemble it correctly or arrange it's collection and replace + new assembly   

TELLIT01

If they sent somebody to do the construction they should certainly cover all costs incurred.  Best solution may be for them to send somebody else out to disassemble and put it back together properly.

born_again

Looks like they have not used all the nails to hold in in place. 

Might be quicker & easier to have a look at the back, & if you have some small nails just use them.

HillStreetBlues

born_again said:

Looks like they have not used all the nails to hold in in place. 

Might be quicker & easier to have a look at the back, & if you have some small nails just use them.

I would certainly look to do it myself,  but  before I did I would want a price reduction for my efforts.

Alderbank

I would have expected that the assembler would have discussed with your representative things like which room, exact location, mirror on left or right, etc.
Also before leaving to confirm that position was correct, wardrobe was secured to wall and doors, catches and drawers were operating OK, and for your representative to sign to say assembly and installation were satisfactory. IKEA had very bad publicity when some of their bedroom furniture toppled onto children.

That confirmation might hamper your attempts to get someone to come and tap those tacks in.

I agree with @born_again, just tap them in yourself. Make sure you refit the bracket holding the wardrobe to the wall.

pinkshoes

If you push the panel in, does it sit in the right position? 

If it does, then looks like they've just not used enough panel pins hammered in around the edge to hold the back in place. Are there any packets of them left?!?! Things like this usually come with loads!

I'd just get in touch and ask them to come back and finish the assembly properly.