am I entitled to a refund?

tightauldgit

Okell said:

born_again said:

Forget the ladder...
Where is the desk part?

Or is this the OP that has altered how it is built?

That's what I was wondering!

Apart from the dizzyingly vertical ladder it's the most obvious difference from the photo on the website

From the photo it looks like daughter is sleeping on the mattress on the floor so presumably desk part has been removed to avoid her twonking her head every time she goes to bed. I assume the OP did build it with the desk part there initially? If not that could well explain lack of stability. 

klf86

born_again said:

Forget the ladder...
Where is the desk part?

Or is this the OP that has altered how it is built?

the desk an optional extra for £79.99, but was out of stock at the time of ordering.

the ladder was meant to have runs on it more like stairs, not straight up. I'd add a more detail photos, but the company have taken it off their website 🙄

klf86

this is their latest response.
doesn't seem much considering it's unusable 

redped

Which bed did you actually order (e.g. from your confirmation email), and what is it called on the box they sent you (or their delivery documentation)?  Their website has multiple similar styles, but the one with an angled ladder actually has this stated in the title (although I see you say the one you ordered isn't on their site any more), e.g.

https://www.bedkingdom.co.uk/childrens-beds/bunk-beds/noomi-scandinavia-bunk-bed-with-angled-ladder.html

https://www.bedkingdom.co.uk/childrens-beds/bunk-beds/noomi-nora-shorty-bunk-bed.html

Another obvious difference is that the bed you've built has the ladder on the left side of the unit, while the ones in your website photos have it on the right (although this may be swappable when building it).  There are so many differences between the two, they are really two completely different beds.

the_lunatic_is_in_my_head

klf86 said:

this is their latest response.
doesn't seem much considering it's unusable 

Hello OP

This is a common tactic of businesses as most people would accept a few ££ and walk away. 

If you aren't happy with their offer then I'd simply say

Thank you for your message, as I'm entitled to a full refund and return at your expense I'd like to decline your offer.

I look forward to hearing further,
Sincerely 
klf86

If there is an amount that you'd be happy with where you keep the bed and get some ££ back you can always haggle with them, given the bed was £420 and they offered £50 I'd counter with £370 but of course if you don't want the bed at all keep pushing for a full refund  

born_again

klf86 said:

born_again said:

Forget the ladder...
Where is the desk part?

Or is this the OP that has altered how it is built?

the desk an optional extra for £79.99, but was out of stock at the time of ordering.

the ladder was meant to have runs on it more like stairs, not straight up. I'd add a more detail photos, but the company have taken it off their website 🙄

What about the 2 missing panels at each end?
I would be insisting on sending it back as it is no where near like the picture in previous post.

klf86

so a little update. 

I refused their offer of £50 off and said I want to return and have a full refund. I told them no amount of discount will make the bed useable for daughter.

I didn't heat from them all weekend, but they messaged today saying basically cause the bed had been used for too long now (HA!) they can't accept a return, but are willing to offer £100 offer full price 🤦🏻‍♀️

klf86

latest communication when I told them I want to return and full refund. even after telling them I'm reporting them to trading standards etc 🤦🏻‍♀️

the_lunatic_is_in_my_head

Sorry to hear OP, did you actually cc trading standards in to the email chain? 

What are your thoughts on £210? If you are dead set against it the next step is to send a letter before action. 

There are templates on Google or or a firm like Lovetts say they send them "from" £1.80. 

A letter before action is basically a brief outline of the issue, requesting what you want within 14/21/28 days and saying if that doesn't occur you'll take the matter to small claims. 

Alternatively there isn't anything wrong with pestering them to see if they'll offer more than £210  

klf86

the_lunatic_is_in_my_head said:

Sorry to hear OP, did you actually cc trading standards in to the email chain? 

What are your thoughts on £210? If you are dead set against it the next step is to send a letter before action. 

There are templates on Google or or a firm like Lovetts say they send them "from" £1.80. 

A letter before action is basically a brief outline of the issue, requesting what you want within 14/21/28 days and saying if that doesn't occur you'll take the matter to small claims. 

Alternatively there isn't anything wrong with pestering them to see if they'll offer more than £210  

my only issue with any discount it that the bed is still unusable and it's not something I can fix (I'm usually happy to modify/tweak a little) but my daughter genuinely can't use the ladder and sourcing another to replace seems impossible. 

looking further into company reviews I have found a few others where they have been extremely awkward despite them being in the wrong, so it seems a normal occurrence for them 🤦🏻‍♀️