New bed damaged by delivery agents

anticlaus105

My wife ordered a new bed. She paid a deposit on CC and took up the offer of 0% finance on the rest.

When it was delivered on 29th March the delivery men damaged the bed. We immediately went to the store and reported the damage. Later that day we received an email asking for photos of the damage, which I sent. The following Monday we received a call. They asked what we wanted and said they would have to send someone out to inspect the bed. I think they were trying to offer a repair but we asked for the damaged parts to be replaced, which I got the impression they didn't want to do. They said they would be in touch.

Monday two weeks later and nothing. I emailed asking for an update and by yesterday still nothing. I emailed again and copied in CEO email etc asking for an update. Not long after I did some reading and read about the right to reject within 30 days and started wondering if they are just trying to string it out past 30 days, so we emailed saying on further reflection we have decided to reject the bed.

I'm not sure what to do now. The rejection was in an email. Is this acceptable? Does it need to be worded a certain way? Do we need to go into the store and follow this up? What if they just ignore us? What next? Also, how would this work with the bed being on finance?

We would be open to a repair, but they would have to discount it, and of course this would require them to actually engage with us rather than ignore us.

I would appreciate any guidance on if we have properly rejected and what to do next?

Thanks in advance.

PHK

Ideally, you would have told the delivery people and phoned the company right at the start followed up by an email. 

But anyway, the clock stops when you reported the damage. So as you notified them within 30 days that you wanted to cancel the order and reject the bed then you are okay. 

anticlaus105

I didn't notice while the delivery guys were present. I watched them put it together and noticed they appeared to have a coupe of issues. Just after they left I had better look and realised they may have caused damage. I immediately went to the store to inspect a similar bed, which confirmed my suspicions, so I reported it to the store manager.

I only said we wanted to reject the bed on Friday, as we have been waiting to hear from the for nearly 3 weeks.

km1500

since you bought the bed on credit then the credit providers are jointly liable with the merchant 

choose either the credit card or your finance agreement and go to them and say you have not received the goods in satisfactory condition and you want them to intervene.

by this I mean you want them to refund you and the merchant to pick up the damaged bed