Dusk Bed Issue - Help!

maxsaver84

Hello All, I hope I am posting in the correct section here.

I purchased a new ottoman bed from Dusk back in October last year. The bed arrived, but when we put it together the gas lifts for lift the bed (and use the ottoman under bed storage) were not working. I sent images and a video to Dusk in early November and they assured me replacement gas lifts would be shipped out to me. Its now February and after several conversations over email with the help team, I still have no gas lifts, so cannot use my bed as intended.

Can I ask them to collect the bed and give me a refund? As we are fed up of waiting.

Any advise would be appreciated.

Thanks,

ButterCheese

Just out of interest, how are the gas lifts not working? Is the bed flipped up and won't go down, or when the bed is down will the lifts not hold the bed up?

maxsaver84

https://forums.moneysavingexpert.com/discussion/comment/81868286#Comment_81868286

We fitted the two gas lifts to the underside of the bed frame, but they would not close and were jammed open, so we had to take them off completely. We sent Dusk videos of them not working and they agreed they needed to send us replacements, but didn't. The bed is being used and in the down position, we just cant use the ottoman storage, as the bed is far too heavy to lift without the gas lifts. Can I ask them to come and collect it within my normal consumer rights? As the item has not been sold as described etc.

Aylesbury_Duck

Yes, you can. And doing so might expedite the repair you need. I'm sure they (and you) don't want the hassle of collection of this bed and then delivery of a new one. so hopefully it will accelerate matters.

Arunmor

I imagine the problem will be that Dusk are struggling to get them from the manufacturer. However this is not your problem. I would give them say a month otherwise you will be looking for a refund or you may/will be forced to take legal action. How you phrase all this will depend on the vibes you are getting from Dusk.

eskbanker

I sent images and a video to Dusk in early November and they assured me replacement gas lifts would be shipped out to me. Its now February and after several conversations over email with the help team, I still have no gas lifts, so cannot use my bed as intended.

S23(2) of the Consumer Rights Act 2015 requires that traders repairing faulty goods "do so within a reasonable time and without significant inconvenience to the consumer", and it doesn't sound likely that three months would be considered reasonable here, but what have they been saying about the reason for the delay?

maxsaver84

https://forums.moneysavingexpert.com/discussion/comment/81868481#Comment_81868481

They haven't given me any reason for the delay, just apologised etc on email each time. And said its 'the warehouse' which needs to ship the parts out. They have said that when its sorted they will be offering me Dusk points or a Dusk voucher as a gesture of goodwill, but are not able to offer me any sort of refund, which I have told them isnt acceptable.

maxsaver84

The vibes I am getting from Dusk is that the 'help' department are just telling me that 'the warehouse' will ship out the parts as quickly as possible. We are just fed up of waiting now.

greyteam1959

It would be very unusual for two gas lifts to be faulty.

I put together an ottoman bed with gas lifts and I noticed that you need to give a very very firm downward pressure to close the bed.

Are you sure that you are being firm enough when you are trying to close the bed ??

maxsaver84

https://forums.moneysavingexpert.com/discussion/comment/81868499#Comment_81868499

Yes, we pushed down as hard as we could, but they wouldn't budge. This was shown on the video we had to send Dusk. If we had pushed any harder, the metal braces would have snapped off the bed frame! Then more parts would have been needed.

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81868488#Comment_81868488

Just to be clear, when you say that they are "not able to offer me any sort of refund", are you trying to negotiate some sort of discount for the inconvenience or threatening to exercise your consumer rights to reject the goods for a full refund?