Company sent faulty sofa bed, three weeks and still not collected

pompoochie

I had a sofa bed delivered, but we were unable to assemble it as the bolts and threads didn't fit each other.

I contacted the company three weeks ago to ask for a refund and for it to be collected. They have been very slow to respond, but have asked twice for batch number and other details. I've provided the info right away.

The final email, last friday, said I would hear about collection within 2 working days. They're still ignoring me chasing collection info.

They also said I would have to pay £39.99 for collection (delivery was £12.99). I mentioned Consumer Rights Act 2015 that collection charges don't apply to faulty goods, but they're saying it's in their T&Cs.

I paid for it via credit card.

I have a huge boxed sofa bed in my hall and need it collected but they are really dragging it out.

Anyone have advice on how I can make them refund and take it away?

Olinda99

if you really mean this in other words how can you 'make' them then the answer is via the courts

the alternative is to open a s75 claim with your credit card

saajan_12

On what basis did you say you wanted a refund? 
* If you were cancelling the contract under Distance Selling as a change of mind, then they can a charge reasonable cost to return, provided it was in the T&Cs

*If you were rejecting as faulty, then they could choose to fix, replace or refund. You can't insist on a refund, but if they agree to it then the return is at their cost. 

pompoochie

Thank you. I rejected it as faulty and asked for a refund.

Alderbank

It sounds as though the factory mistakenly packed the wrong pack of bolts, eg. the threaded inserts are M5 and the bolts are M6.
You say they were keen to get the product batch number and other details. I think a bag of the correct bolts will shortly turn up in the post. That would be the best resolution all round.

If on the other hand you do wish to cancel the contract you must make that very clear to them within the first 14 days from when you received the sofa.