am I entitled to a refund?

the_lunatic_is_in_my_head

klf86 said:

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 🤦🏻‍♀️

There's always a difficulty in enforcing rights and sadly it usually comes with a lot of headache  

I did wonder about altering the ladder and whilst that may be possible on the end post on the frame work strip along the the front I don't think there's any way to angle the ladder out and have something to fix to. 

You could take the £210 and look on eBay at something else, our daughter has something like this:

https://www.ebay.co.uk/itm/126031278691

and whilst that would leave you £100 down it is better than £420 down, you might even get £50+ selling the current one locally on Facebook or such. 

tightauldgit

klf86 said:

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 🤦🏻‍♀️

I'd certainly be standing my ground and asking for the full refund here - but the only other thing to consider would be if it's something you could sell on and recover the other half of your money? 

I suspect if they've offered you 50% they know they are liable and just trying to minimise their losses. 

sheramber

How much has your daughter used the bed , if it not suitable for her?

klf86

sheramber said:

How much has your daughter used the bed , if it not suitable for her?

none it hasn't been used at all. I assembled it, but it's just been stood in her room unused 

sheramber

klf86 said:

sheramber said:

How much has your daughter used the bed , if it not suitable for her?

none it hasn't been used at all. I assembled it, but it's just been stood in her room unused 

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 🤦🏻‍♀️

Then did you reply  stating it had not been used at all?

klf86

sheramber said:

klf86 said:

sheramber said:

How much has your daughter used the bed , if it not suitable for her?

none it hasn't been used at all. I assembled it, but it's just been stood in her room unused 

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 🤦🏻‍♀️

Then did you reply  stating it had not been used at all? 

they are adamant I can't prove it hasn't been used even though I've supplied photos and said it's unsafe and unusable, so wouldn't dare let my child touch it alone sleep in it 

klf86

this is what happens if there is any movement on the bed, for example if my daughter climbed up and down the ladder etc. you can see in the photo the other leg is perfectly fine (so is the other 2) so it's not my assembly or the particular bolts it appears to be a fault. they don't think this is potentially dangerous let alone being different from what I ordered 🙄

I've got a week left then klarna gets involved with a  investigation 

Okell

It's wholly irrelevant whether the bed has been used or not.

It doesn't match what you thought you were buying and appears to be unsafe to boot.

I think you need to follow @the_lunatic_is_in_my_head's advice and send them a Letter Before Claim and sue them if they don't cough up a full refund.

sheramber

I agree with Okell. Send a Letter before Claim now.

Theya re just fobbing you off in the hope you will go away.

klf86

klarna have now started their investigations and out of nowhere last night bed kingdom email me. this time it's a different person from who I've been dealing with telling me that looking at the photos again it has actually been assembled wrong and the ladder can only go on the left side, not right and that will cause the entire bed to be unstable.

my instructions say different, plus there's no screw holes for the ladder where the instructions say there should be and pretty wild they'd said I've assembled wrong when I've got a completely different bed frame to what I ordered and in a previous email they said "from looking at your photos and video we can't see any fault" 🥴