Refund for faulty goods

OttoMan2

I recently bought an Ottoman bed base from Reinforced Beds in Norfolk. After several communications, photos, and videos, the company accepted that the Ottoman base was faulty and would refund me. When I initially ordered the bed base, I paid the company £683.05 for the bed base and £94.05 for a two man delivery to bedroom including installation, i.e. a total of £777.10. The company have just refunded me the cost of the bed base, I.e. £683.05 and not the full amount paid to Reinforced Beds…Am I lawfully entitled to a refund of the delivery and installation costs. The company have just said this in an e mail..” While we accept the bed base is faulty, the couriers carried out the take to room, assembly and disposal service as paid. While it can be argued they failed to assemble this correctly they still carried out this service in the manner that they felt was acceptable.”
Any help ref my consumer rights appreciated.
Thanks
OttoMan2

Mark_d

This is shocking.  The couriers failed to deliver the new condition item that you paid for - instead they delivered something you did not want (a faulty item).  I would demand a full refund and if this is not forthcoming then escalate via a claim with your card company.  I would also share your experience and their shocking email on the retailer's trustpilot page so that you can protect other consumers from this kind of experience.

Ergates

OttoMan2 said:

Am I lawfully entitled to a refund of the delivery and installation costs.

Yes

OttoMan2 said:

I” While we accept the bed base is faulty, the couriers carried out the take to room, assembly and disposal service as paid. While it can be argued they failed to assemble this correctly they still carried out this service in the manner that they felt was acceptable.”

This is the retailers problem, not yours.

Aylesbury_Duck

You paid the retailer for the product, delivery and installation, so the problem is theirs to sort and the cost is theirs to cover.

Did you pay by card?  If so, contact your bank or card provider for their help.

Okell

OttoMan2 said:

I recently bought an Ottoman bed base from Reinforced Beds in Norfolk. After several communications, photos, and videos, the company accepted that the Ottoman base was faulty and would refund me. When I initially ordered the bed base, I paid the company £683.05 for the bed base and £94.05 for a two man delivery to bedroom including installation, i.e. a total of £777.10. The company have just refunded me the cost of the bed base, I.e. £683.05 and not the full amount paid to Reinforced Beds…Am I lawfully entitled to a refund of the delivery and installation costs. The company have just said this in an e mail..” While we accept the bed base is faulty, the couriers carried out the take to room, assembly and disposal service as paid. While it can be argued they failed to assemble this correctly they still carried out this service in the manner that they felt was acceptable.”
Any help ref my consumer rights appreciated.
Thanks
OttoMan2

If Reinforced Beds organised the delivery then they should be refunding you the £94.05 you paid for delivery. 

You paid for delivery of a non-faulty bed base, not a faulty one.  It may not be the delivery firm's fault that the bed base has something wrong with it, but it isn't your fault either - it's the fault of Reinforced Beds. 

Try referring them to s20(10) of the Consumer Rights Act 2015 (legislation.gov.uk)  "... To the extent that the consumer paid money under the contract, the consumer is entitled to receive back the same amount of money."

Note that it says "... the same amount of money."

[They might try to argue that delivery was a separate contract from the sale of the bed base, but you argue that it's all part of the same contract as far as you are concerned]


[Edit:  So far as I'm aware, if you receive faulty goods you are entitled to claim back any delivery charges on top of the purchase price.  Why would this purchase be different?]

The_bed_guy14

Bit late to the thread... Companies are only entitled to refund the basic level of delivery costs that they offer. If a company offers free delivery as standard (and you chose a premium option, in this case take to room, assembly and disposal), then there would be no delivery costs refundable.

This is covered under the following:
Consumer Contracts Regulations 2013 – Regulation 34(5):

"The trader must reimburse all payments received from the consumer, including the costs of delivery (except for the supplementary costs arising if the consumer chose a type of delivery other than the least expensive type of standard delivery offered by the trader)."

Although Regulation 34 is under the cancellation provisions (for distance sales), when a product is faulty, your statutory rights under the Consumer Rights Act 2015 also apply — and those rights do not override the principle about reimbursing the basic delivery cost only.