Should I have been refunded for all 4 chairs?

[kissthefish]

I recently bought a set of 4 garden chairs online. On arrival, the box was bashed and open at the top. It was left at my front door. Two of the chairs were damaged and unusable.
I phoned the company and was honest about the fact that it was only two damaged chairs. They asked for photos, which I sent. I then heard back that I would receive a refund and didn’t have to send the chairs back. I thanked them very much and promptly took the large box to recycling, as it was too big for my flat.
Looking at my online banking later on that day, I could see that I had been refunded for only two chairs.
Should I have been refunded for the whole set, given that they are not available to buy individually and I now have to try and match the other two?

Yep, I would call them again and say you want to send the other two back for a refund as you now don’t have the set you bought.

Just ask them to send you 2 chairs.

I said that, but unfortunately by then I had disposed of the box. When they told me I was receiving a refund (and didn’t have to send them back), I assumed it was for all four chairs.

Definitely contact them again because thats not ok

I don’t have much faith in them arriving intact, if the previous delivery is anything to go by.

And they’re not available individually on the website.
Only for refunds apparently 😆

Well thats what you deal with if the situation arises.

Yes, you should have received a full refund as 2 chairs on their own which you can’t buy more for are no good. I’d want a full refund and want them to come and collect too. Why did you dispose of the box when they arrived broken?

Because she thought she was getting a full refund

That's totally crap customer service. You ordered a set of 4 chairs. The set is unusable because 2 chairs are broken. They should either refund the whole set or send 2 more chairs.

Did they offer to send 2 chairs and you said no, though? That would put a different take on it I suppose.

It’s in the OP. I disposed of the box only after they told me a refund would be given and nothing needed to be sent back.
They just conveniently didn’t mention that it was a refund for half!

No, they didn’t offer that as an option.

The box is irrelevant. The value of the chairs is entirely associated with there being a full, intact, set of four.

I'd remind them two chairs is not a set, so they can either send another two or send the other half of the refund. A partial set isn't a set.

Get in touch with them again. Be firm and clear that as they were sold as a set, they either have to be refunded as a set or the two faulty items replaced. It would be a different scenario if you could source the chairs individually. This retailer is preventing you from having something that they advertise (a set of four chairs).

Thanks everyone.

I’d still want them to come and collect the broken stuff though, easier than dispose of yourself so would have asked them to collect

I disagree it’s so much easier to just dump something in the bin yourself if that is an option than waiting around for couriers to collect and having the broken stuff lying around for ages

Oh come on, these things happen occasionally but it's ridiculous to assume that every set of chairs they send out will be damaged.

I don't think either side are at fault, it's just a misunderstanding. I would call them again.