Am I entitled to a refund?

Dejey

Can I have some advice please re; a refund?
I visited HSL in November last year (2024) for a riser/recliner and tried several chairs. I took advice from their specialist and had a seating assessment in-store done and as advised I bought a chair that would fit me.
I received the chair but I couldn't touch the floor properly, I was told it'll settle in and be ok, fast forward 5 months and I cannot sit in the chair as it causes immense pain in my knee and hips to the point I can barely walk after sitting on it for a couple of hours.
The chair cost almost £3500 which I can't afford to loose on a chair I can't use.
The chair I tried in the shop was so comfortable, 
Now the company say as all chairs are made to order I am only able to get a refund if it's a manufacturing fault that can't be fixed
the size I bought was as advised and I was told that the correct size was important to reduce joint pain, and increase mobility this chair is the complete opposite! I already have limited mobility and don't need the added issues.
Sorry for the long post but I am so upset and annoyed that I took advice and have been told it's not their problem!
Can anyone advise if I'm being unreasonable and if there's a chance of getting a refund what are my next steps ( I paid cash)
Thanks in advance 

elsien

You bought in the store. Presumably when you tried the chair, you could tell how close to the floor your feet would be, So I’m not sure how much redress you do have here, Unless what was supplied it different from what you tested and ordered.
Would a footstool not resolve the issue?

eskbanker

Dejey said:

I visited HSL in November last year (2024) for a riser/recliner and tried several chairs. I took advice from their specialist and had a seating assessment in-store done and as advised I bought a chair that would fit me.
I received the chair but I couldn't touch the floor properly

Was the assessment documented, in terms of bodily measurements and those of the recommended chair?

Dejey said:

The chair I tried in the shop was so comfortable,

Is the display model still in the store?

Alderbank

elsien said:

You bought in the store. Presumably when you tried the chair, you could tell how close to the floor your feet would be, So I’m not sure how much redress you do have here, Unless what was supplied it different from what you tested and ordered.
Would a footstool not resolve the issue?

I think the whole point is that the OP expected the chair supplied to be different from the one in the shop because they have paid for it to be custom made specially for their dimensions and health condition.

I assume the store provided some kind of prescription listing the OP's measurements and musculoskeletal health conditions, as well as instructions for safe use of the new chair?

I also assume you use a physiotherapist, either NHS or private. If the P/T does private work I think you will need an assessment from them, confirming that they know you and your condition and that the chair supplied is incorrect and not fit for its very specific purpose.

I don't think saying the shop one was so comfortable is necessarily enough. Physiotherapists often say that even if your seating feels really, really comfortable it's not necessarily good for your back or good for your health condition and in time can cause you pain.

Dejey

eskbanker said:
Was the assessment documented, in terms of bodily measurements and those of the recommended chair?

I used their in-house " chair fitting service" which I believe was documented but can't say for sure.
 elsien said:

You bought in the store. Presumably when you tried the chair, you could tell how close to the floor your feet would be, So I’m not sure how much redress you do have here, Unless what was supplied it different from what you tested and ordered.
Would a footstool not resolve the issue?

No a footstool wouldn't work as it would be in the way of the rise/recline function and I wouldn't be able to stand directly from the chair with a footstool unfortunately.