Or is John Lewis

[hawai40]

Having a sense of humour failure here. We bought two expensive (for us !) chairs from John Lewis last year. They are different but part of the same range. The leg/dowl unexpectedly broke on one about 6 weeks ago. Contacted John Lewis who accepted the case and put me in touch with their inspectors/ repairers. I've spent 6 weeks trying to contact them but to no avail and they are now apparently entirely closed.

The chair is heavy and I have three small children, we are constantly moving it to prevent them scratched by it or hurt if it falls over.

I have suggested:

We repair it temporarily ourselves and take a video and they can asses it via that and repair in full when possible.

We put the chair in our garden out of the way of children and they asses it when they can (not ideal as it will be ruined and they will have to replace).

They get their repair company do come, asses and take away for repair. We can leave the chair outside at an agreed time so no infringement or social distancing.

Apparently none of those options are acceptable. They have now agreed to take away the chair and issue a refund but for only one chair. I love the chairs and want to keep them if repaired, but I have no desire to be stuck with one chair which I can't find a replacement for when we need two chairs.

What next ! I am so fed up of moving the chair, but we just don't have anywhere to put it and we are in the house all of the time now.

They'll refund you for the faulty chair. Of course they're not being unreasonable!

They're going to refund you, yabu

YABU. They have offered to refund; that’s absolutely acceptable.

None of your possible solutions are workable so they have done what they can.

YABU you’re getting a refund. Buy a new chair...

What else are you hoping for from them? A refund for all the chairs despite only one being broken?

Yabu.

If they are offering you a refund on a broken chair you bought last year then I think they are being very reasonable.

I'm sure you'll cope with one chair. They are issuing you a refund, that's entirely fair. Not sure how you expect John Lewis to get a company who aren't currently operating to come out and repair your chair.

Can you not just buy a new chair from the same range?

Just take the refund and buy a different chair? I really don’t get why this is even a question?

You’ve already said that they’re both different, though from the same range, so just carry on the mismatched look, surely?

I don't thing John Lewis are being unreasonable but I understand your frustration. Why can't you take the refund for the chair and then see if someone local can repair the chair for you. Hopefully the cost of the repair will be less than what you paid for the chair.

YABU. With everything that's going on at the moment I think a refund is the best way.

Take the refund then get it repaired. Easiest solution and I’ve done that with next.

I thought the refund was on condition they took the chair back?

They have now agreed to take away the chair and issue a refund but for only one chair.

Of course they won't refund and leave you with the chair

What sort of chair is it? If it’s an armchair, can you not prop up the broken leg with books or something so it will be balanced and won’t fall over? Or can you not find a corner for it in a bedroom out of the way?

Six weeks plus wait in the middle of a pandemic for a chair repair is nothing. You’re being dramatic suggesting storing it in the garden.

You’ve now been offered a removal and refund - what more can you expect ?

Another suggestion, why not send the picture to a local carpenter (or similar) and ask for a quote? If JL wont fix it now and you don't want the refund or to return the chair, check out all your options. A bet a local business would bend over backwards for your business right now!

I'm not sure I understand - you have two mismatched chairs and one of them has broken? JL have offered to take the broken one away and refund you, but now you don't want the other chair now either?

Can they just not give you a replacement?

Sorry if I haven't been clear. They are offering to refund one of two chairs. They have told me the chair is now discontinued, so I can't get a replacement . So we will be left with one chair, from a set of two. They won't refund the second chair. I need two chairs.

So we will be left with one chair, from a set of two

But if they didn't match to begin with then why cant you find another chair that also doesn't match?

The chairs are from the same range so one high backed the other not, they have the same fabric, so they match in that sense.

Why should they refund you for an unbroken chair?
John Lewis are not the unreasonable ones here.

But the chairs are different anyway ... Why would they refund you for a non faulty chair? YABVU.