AIBU to want a refund on my Next chair?

[Freddofrog1983]

I bought a chair from Next in January and I'm really not happy with the quality of it. The material is bobbly on the cushion, there is a ridge or a dent on the arm of one side and the frame is exposed at the edges.

I have attached pictures(hopefully). I have phoned Next and they said they are sending someone out to see it but will probably sort it out at my home. I'm not happy with this as it's only just under 4 months old so shouldn't even need looking at.

Please can you advise me where I stand as I'm not sure of my rights. I would like a refund but I can't see that happening. I fear if they repair it, it will happen again especially when I am outside the guarantee period.

When I look at my sofa which is a different brand it is finished properly and no frame exposed at all.

Has anyone else had experience in dealing with Next?

I had a problem with them over something small. I wrote to them and they sent me a compensatory token - no problem at all. Maybe try to imagine this going well. If not, is there any chance you paid by credit card?

Goodday, I paid for it on my Next account and then paid it off as a lump sum. I'm glad you forbid your problem sorted out with them.

I think when mass producing furniture and having it in transit you're bound to get quality issues. It sounds like next are quick to resolves these issues.

I must say, I love my next sofas. I got them in a textured hard wearing fabric due to the kids still being young and absolutely no quality issues.

I'll never buy Next furniture again. I ordered a sideboard from them and it didn't arrive on the specified day, so I had to take an additional day off to wait at home for it again.

When it arrived, the two delivery guys just dumped it in the living room, asked me to sign on their wee PDA-thing, and then made as if to leave. I said "woah woah woah, the price includes your unwrapping it and taking away the packing materials!" which they then very reluctantly agreed to do, after much muttering about being on their break.

And then they unwrapped/unboxed it . . . what a sight. The joints were coming apart in three places, there was a massive score along a surface, a door was hanging off and two drawers had collapsed.

It looked as if someone had given it an absolute kicking. It was a joke. I couldn't believe the state of it.

THEN I found the literature that came with it - it had another customers details on it, and it had been returned by this customer as it was damaged - they'd marked out all the issues and they were identical to the state it was currently in, so they'd refused delivery and it must have gone back to the warehouse and then out to me.

So I had to phone customer services to decline delivery and get the guys to take it away again. My options were refund or replacement - and there's no way I was sitting in another day when there's every chance the same one would turn up again. Customer Services were appalling - no apology, no sympathy, and they were unwilling to offer any sort of goodwill gesture to a very disappointed long-term customer.

I eventually got a sold oak one from oak furniture land and it's much better quality and cheaper.

Shame on you, Next. Must see if I can find the photos . . .

Found it! And it was re-packaged upside down to boot.

Unbelievable.

Yep. Similar story with my friend. But gotta admit hers was a tiny bit better.

That was for ziggy.

Having worked in retail for a long time, I can tell you that the squeaky wheel gets the grease.

Irrespective of what your rights are, if you insist on a refund and keep pushing/emailing/escalating you will probably get one.

That's terrible Ziggy! I had a footstall in the same pattern as my sofa and the first one arrived with the arm that holds the lid up broken and unattached.

Somebody came out today to look at the chair and i think they are looking at repairing it. At first he said that it looked like i had pulled it out (twice he mentioned this) but then he realised that there were no staples to hold the fabric in place. They will staple the edgeds to the frame and replace the cushion because of the bobbling.

I have just looked on the Next website and had a read about the chair in question and it says that they use hard wood frames but i have seen the frame and its like a hardboard.

Does anyone know what rights i have with trying to obtain a refund as surely claiming to have a hardwood frame when it is not is enough without the added problem of forgetting to staple correctly.

When he left i had to sign the ipad and because i had my toddler climbing on me i did and i feel really silly now as i'm not sure i will get anywhere as they will probably say i signed so i must be happy. That is where my anxiety sets in and i feel intimidated.