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damaged stuff

(29 Posts)
montysma1 Mon 05-Nov-12 18:22:19

I bought a chest of oak drawers, which arrived with quite a deep scratch /gouge thing right on the front, about 3 inches long, quite deep, looks like a power tool skidded along it in the factory.

Retailer insisted on sending out a "technician" to see if they could repair it. This took 3 weeks to happen. The guy saisd he couldnt conceal it because the scratch was against the grain, and it actually looked a bit worse when he was done. Said he would tell the retailer and they would contact me. Fast forward a week to today when I phoned them having given up on them contacting me.

Anyway, before discussing anything else he offered me money off it for my inconvenience, to just keep it. (the drawers cost £359.)
I said, how much money?
He said how much do you want?
I said well I dont know your ball park figures.
He said £75 into your account today.

I know I can reject the goods, but it is more hassle trying to re package it and arrange uplift. Its all taken nearly a month so far.

What I wander is is the £75 just his starting figure and could negotiate more and just live with the damage. And if so , how much. It is right on the bloody front.

But maybe for big discount i could learn to live with it and think of it as "character"

Has anybody done this and how much did they get back and how much is reasonable to ask for? The are obviously hell bent on not replacing it.

Sparkletastic Mon 05-Nov-12 18:25:09

I'd go for at least 50% off as it sounds a bit knackered but are you sure you want to keep it?

SecretCermonials Mon 05-Nov-12 18:26:33

Hmm tough. How much would it piss you off in terms of how noticeable it is?
If you can live with it id say it is entirely possible to negotiate upwards (I have a knack for this wink)

Start by saying that you appreciate the gesture, the rapidly follow with details of your displeasure about timescale this process has taken, you facilitated repair attempts which was inconvenient, and you feel the figure could better represent the inconvenience caused. Id think you could get them up to £100

SecretCermonials Mon 05-Nov-12 18:28:11

Posted to soon! £100 for minor, if more major up to 50% dont be afraid to be hard ball about it!

montysma1 Mon 05-Nov-12 18:29:00

I'm not sure.............

It was really visible when it arrived, and a bit more visible after it was "fixed"

But its now been bloody sitting there so long (havent even put the handles on as i didnt know if it was staying or going), that I have kind of got used to it and stopped noticing!

Just wondering if anybody has done this and whats a reasonable amount to keppp nand not reject it.

LFCisTarkaDahl Mon 05-Nov-12 18:30:37

I too would expect a 50% discount, dont forget your still talking £180 for an obviously faulted set of drawers.

YouSeveredHead Mon 05-Nov-12 18:30:45

Go for slightly more than you'd be happy with so they reject and make offer.

When I worked in a similar environment I could go up to the cost price off my own head then refer upwards if needed more.

montysma1 Mon 05-Nov-12 18:32:25

Sorry, excuse typing, no specs on. I was wondering if I could get £100, its just that haggling makes me cringe so I though mumsnet would help.

Tell me how to do hard ball Secret!

YouSeveredHead Mon 05-Nov-12 18:38:34

If you are happy with £100 defo go for 50% first off, point out it is defo not repairable as even their man couldn't fix it and in fact it looks worse.

lizziebach Mon 05-Nov-12 18:40:24

Don't think of this as haggling, this is you doing them a favour, keep that firmly in mind and it will help.

nocake Mon 05-Nov-12 18:42:54

If they have to collect it they can't sell it on because no one will buy it. That means they write off the cost of the chest plus the collection cost. So they're likely to be very "generous" with their offers because it actually saves them money even if they give you half the price back. Play hardball. Say they need to refund 50% or collect it.

ZillionChocolate Mon 05-Nov-12 19:00:16

The John Lewis outlet seems to have 50% off everything, regardless of the extent of the damage. I'd aim for that. If they say no and you can't be bothered, you can always accept the £75. From their prespective, they'd have to pay for collection and delivery and then presumably re-selling the damaged item at a reduced price so probably worth more than £75 to them for you to keep it.

yup agree with nocake half price (at least) or collect... be tough, after all if you had seen it in a shop you would not pay full price for it.

Cahoots Mon 05-Nov-12 19:14:39

I would ask for 50% off as a MINIMUM. They will still be making a profit.

SecretCermonials Mon 05-Nov-12 19:15:38

Just emphasise the inconvenience disappointment and make it clear the level of damage, and how you know they couldn't resell the item for the same, just dont see it as you being cheeky, you are entitled to pay a fair price for the condition of goods

lljkk Mon 05-Nov-12 19:26:58

£359 for a set of nice oak drawers sounds like a pittance to me, anyway.
I'd probably settle for £100 off since you're obviously not bothered about how it looks, anyway.

SecretCermonials Mon 05-Nov-12 19:27:53

Pittance?! confused thats a fair wedge tbh

lljkk Mon 05-Nov-12 20:43:45

I think my oak mirror cost £150 seven years ago and we looked around hard to make sure it was a good price. Depends how big the drawers are, how they're made, of course.

montysma1 Mon 05-Nov-12 21:43:37

Bully for you that £359 is a pittance.hmm.

PurplePidjin Mon 05-Nov-12 21:51:33

£75 off something clearly seconds? Pah! Work out how much it would be worth to you if you'd seen it "as is" then knock that off the £359.

I'd be looking at getting £259 back at least, or they can replace it with what you paid for, ie an immaculate, new piece of furniture!

Yy to £359 being a pittance hmm

YourHandInMyHand Mon 05-Nov-12 21:58:05

£359 is a pittance. I don't know whether to laugh or cry! hmm

Make a list of all the points posters have made on this thread OP for when you call them back.

I think the main point is to be aware it will cost them more if you demand a full refund and they will probably make little to no profit on it. Stand your ground. £359 is a LOT of money to me. A huge amount! hmm I've just spent that on a desperately needed sofa and it took me so long to save up, if it was visibly damaged it would have been returned. You may have gotten used to the fault but will people walking in notice it? I'd dig your heels in. State if you saw it advertised as seconds with this damage you'd pay no more than £100 for it.

FreePeaceSweet Mon 05-Nov-12 22:04:23

£359 is a pittance? Ok then. I have top quality furniture and would never dream of paying that for a chest of drawers. I'm lucky to always find bargains when I need furniture. A few years ago my local independent furniture shop had a sale and I got 3 oak chests of drawers for £150. I have since been offered double that by a friend (fairy stickers and pencil drawings not an issue). I'd offer less than half as a starting point OP. Let them make the offer. They are clearly hoping you'll be happy with a measly £75.

montysma1 Mon 05-Nov-12 22:05:37

God, you are all so hard core. I am obviously a complete WOOSE. I will try to be steely tomorrow and see how I get on.

I thought the £75 pounds suited them simply because he trotted it out so quickly. Thats why I asked here as I have never actually had damaged stuff of been made an offer like this before so wasnt sure of the ball park. I dont think I would have thought to try for 50% or more. If they give me that then its probably woth it to me to save some money. I can live with it as it isnt central in the room and the score has actually stopped catching my eye. Depends on where you stand and how the light hits it. Actually, with 3 under 5s, everything else in the bloody room is scratched anyway!

If they dont agree I will either make them send me a new one or refund me completely. It will be nice not to be falling over the enormous wodge of packaging that I have been living with for a month (they insist you keep it)

FreePeaceSweet Mon 05-Nov-12 22:08:25

I know but damage/wear/tear caused at home is different. Be brave. If they call your bluff and take it back then you're not out of pocket anyway.

PurplePidjin Mon 05-Nov-12 22:14:23

I really would expect to be the one paying them £75, unless you'd normally pay £284 for something significantly and irreparably damaged!

He was chancing his arm, call his bluff. Worst case, they collect and you get a refund and get a cheapie from Argos

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