Used AI to write it in a neutral way! I bought a set of faux leather dining chairs from Daals at the beginning of June (around £440 for 4 chairs).
After approximately two months of normal domestic use, one of the chair seats has developed a noticeable lighter patch/discolouration on the faux leather. It isn’t scratched or torn – it’s as though the finish or colour has faded in one area. I’ve sent photos and a video to the retailer.
Daals have rejected my claim several times. Their position is simply that the issue is “due to usage” and therefore falls outside their warranty. I replied explaining that I wasn’t claiming under their warranty but under the Consumer Rights Act 2015, as the fault arose within the first six months. They’ve now said they’ve escalated it internally, but the decision remains the same because they say it’s due to usage.
My issue isn’t just that they’ve rejected the claim, but that they haven’t explained why they say this level of discolouration after only two months is normal usage, or what they’ve relied on to reach that conclusion.
Would you expect a faux leather dining chair to develop visible discolouration after two months of ordinary use, or am I expecting too much?
Has anyone successfully challenged a retailer in similar circumstances under the Consumer Rights Act? Would your next step be a Letter Before Action, or is there something else you’d try first?