Page 2 | Or is DP? Over a bloody refund

albapunk · 2023-03-09T14:35:51+00:00

A petty one but still hah! Ordered 2.3k of items from Oak Furniture Land. 1 item arrived damaged with a 30cm crack on a side panel, not hugely noticeable but disappointing. DP contacted them about the damage, they have replied today offering a £200 refund or replacement. DP took the call at work and (stupidly in my eyes) accepted the £200 partial refund. Whilst £200 isn't a small amount of money on its own, given its less than 10% of the order value I think it's a very poor offer. I have asked DP to call back and negotiate a higher partial refund, and if not then to accept a replacement. DP thinks I'm being silly, and its a good deal as it saves a courier coming to take the item away. We bought these as "lifetime" items in a timeless style. We aren't materialistic or trendy people, we like good quality things that last, hence my major disappointment in DP also! So AIBU in thinking that DP is an absolute idiot and should call them back!?🤣

arethereanyleftatall · 09/03/2023 15:18

Crikey. Yes - that's totally different

Neuronamechange · 09/03/2023 15:18

Looking at the latest photo, I’d be wanting it replaced.

SpringSparrow · 09/03/2023 15:19

I would ring back and say you want a replacement. You said they offered you a replacement or this discount, so this is on your husband for accepting the discount instead of the replacement. It looks terrible 😬.

AdobeWanKenobi · 09/03/2023 15:19

I think thats repairable with a little wood filler.

Personally, it wouldn't bother me and I'd do just that, but appreciate it bothers you. £200 back seems a good result to me, tub of filler is about £3, but if you'd rather it replaced then your DH needs to speak with them.

user1473878824 · 09/03/2023 15:19

Call them, explain he was at work and ask for a replacement. That’s quite a crack!

Floralnomad · 09/03/2023 15:20

I’d have wanted that replacing but I’m not sure what happens if you’ve already accepted the refund . We had a slight dent on the very bottom of a very large fridge freezer , so slight that we couldn’t actually get a photo and it’s not visible day to day . We got a 10% refund and it was in my bank account within minutes . My husband wanted to send the thing back but frankly it’s so big I’d be amazed if anyone gets one into position without some kind of minor ding .

Original poster

albapunk · 09/03/2023 15:20

Yes, I feel like on the outside it's not too awful, noticeable but not enough to seriously bug me, but the actual damage in general concerns me and I feel warrants much more than £200. I really hope they can agree to something else.

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Original poster

albapunk · 09/03/2023 15:22

AdobeWanKenobi · 09/03/2023 15:19

I think thats repairable with a little wood filler.

Personally, it wouldn't bother me and I'd do just that, but appreciate it bothers you. £200 back seems a good result to me, tub of filler is about £3, but if you'd rather it replaced then your DH needs to speak with them.

My concern with repair is how structurally good the wood is now, this is meant to be a long term item and needs to survive a few more house moves.

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Creeateausername · 09/03/2023 15:26

I'd want a replacement. Just for reference, the £200 was £200, not £150 as you mention the delivery of £50. That's irrelevant. The delivery charge doesn't change because you've asked for a partial refund.

But I'd 100% want a replacement on that.

AdobeWanKenobi · 09/03/2023 15:31

albapunk · 09/03/2023 15:22

My concern with repair is how structurally good the wood is now, this is meant to be a long term item and needs to survive a few more house moves.

Show quote history

Thats fair enough.
Be concise though, total spend and delivery charge etc wont really come into it and it will just muddy the waters. Sent the internal photo, maybe go with 'after giving it some thought and the realisation that the wardrobe will need to be moved etc'

Contract is with DH so he needs to be the one to call them, unless you can email from his account perhaps?

Good luck!

Guis23 · 09/03/2023 15:34

I would want a replacement. Something seems as if it has been put on too tightly or has landed on it.
You ordered new and undamaged. I would ask for a replacement. On reflection you aren't happy with it etc....

JudgeRudy · 09/03/2023 15:43

From your pic I'd live with that damage and would be happy with the compensation.
Generally I think big decisions should be discussed together but I'm on the fence whether this is really a biggie. The refund seems fair. I do think it's possible it could have been better, but not much. How did you leave it with OH? Did you ask him/he offer to call them to get compensation or to get it exchanged? If you left it open I'd say you are being unreasonable. If you don't trust him, you make the call.
You say this is only 10% off but that's the total order value not your one item. I'd expect 25 to 30% max for that.

HurryShadow · 09/03/2023 15:44

I'd want a replacement too. Your DH should phone back and say he's changed his mind.

My DP's spent a similar amount with Oak Furniture Land on all new bedroom furniture. The delivery men declared it impossible to fit the wardrobes through the doors so dumped everything in the hallway and disappeared as quickly as possible, saying "you have 24 hours to report any damage" repeatedly.

That piqued my DM's interest and made sure to unbox everything immediately. One of the chests of drawers was totally misshapen and damaged beyond repair.

It does therefore seem to be a bit of a recurring problem with them.

In fairness, the customer service team were very good and on seeing pictures of the damage offered a replacement. Unfortunately they had to wait another 5 weeks for the replacement to be delivered.

Kittlbua · 09/03/2023 15:46

I wouldn't be happy with anything less than a replacement for that.
It's a big crack and as you say it could mean that the wood is weakened. The crack could open up even more with time.

Felicity42 · 09/03/2023 15:47

Stop debating it.
Get on the phone say you aren't happy and want a replacement.
It's not a big deal to them.
Why don't you call them yourself.
Assertiveness is just firmly re stating your sentences over and over.
They aren't doing you a favour.
You've paid good money for undamaged goods.

Original poster

albapunk · 09/03/2023 15:49

JudgeRudy · 09/03/2023 15:43

From your pic I'd live with that damage and would be happy with the compensation.
Generally I think big decisions should be discussed together but I'm on the fence whether this is really a biggie. The refund seems fair. I do think it's possible it could have been better, but not much. How did you leave it with OH? Did you ask him/he offer to call them to get compensation or to get it exchanged? If you left it open I'd say you are being unreasonable. If you don't trust him, you make the call.
You say this is only 10% off but that's the total order value not your one item. I'd expect 25 to 30% max for that.

You'd really be happy with damage to a £1400 item, having also seen the inside picture?

DP as I already stated was at work, so put on the spot a little (highly stressful engineering role) and accepted a refund. Normally these are things we would discuss, but our only contact with the company had been to report the damage, they didn't give any indicator of what compensation/replacement would be offered.

I think your comment about not trusting him is a bit weird though, I'm sure we've all been put on the spot or made decisions without really thinking.

Having now spoke to DP he has agreed thay actually, £200 is a fairly cheeky offer when the structural integrity may no longer be there. He will call back when he gets a break.

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Novatherova · 09/03/2023 15:49

No I'd want that replaced too. Call them back ASAP. Awful service and quality. Once you've sorted that leave review on Instagram.

Original poster

albapunk · 09/03/2023 15:50

@HurryShadow That's awful!! Our delivery men were friendly, and the items fit in but I wouldn't say they were delicate with getting them in. I'm glad they got it sorted though!

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ReedRite · 09/03/2023 15:51

Really silly to prioritise avoiding the short term irritation of being around for another collection/delivery over and above securing the longevity of a high-ticket item you've planned to keep and use for a long time. Of course it should be replaced.

SirGawain · 09/03/2023 15:57

We have quite a lot of Oak Furniture Land stuff. The quality is good.
The only occasion I've had to complain was a bed head with a split in the wood. (Not obvious as it was still in the factory packaging).
I rang the helpline and a very pleasant person asked me to text a photograph of the damage. They phoned back immediately to offer a replacement, and even check that we could manage without a bed until the replacement arrived. (We did have a spare bed fortunately).
Excellent customer service!

Justmeandthedog1 · 09/03/2023 15:59

100% refund or replacement.
That is substantial damage.

cocksstrideintheevening · 09/03/2023 16:02

If I spent £1400 on something I would want it to be undamaged, not faffing about with wood filler. It wil always piss you off.

wheelywheelynice · 09/03/2023 16:03

That crack is really large so I'd want a replacement

AdobeWanKenobi · 09/03/2023 16:07

Felicity42 · 09/03/2023 15:47

Stop debating it.
Get on the phone say you aren't happy and want a replacement.
It's not a big deal to them.
Why don't you call them yourself.
Assertiveness is just firmly re stating your sentences over and over.
They aren't doing you a favour.
You've paid good money for undamaged goods.

She cant.
Her husband placed the order.
The contract is between Oak Furniture land and her husband.
Her husband needs to be the one thats assertive.

diddl · 09/03/2023 16:08

I'd want to replace it.

You've got a big crack in something that still cost £1200.

I'd be wanting it at half price at least.