Damaged bed from the White company - WWYD?

[whitecompanyproblems]

I treated myself to a new bed from the White Company - had to save for ages as it cost £2k! Waited three months for delivery but when the packages were delivered all seemed fine. Today a guy came round to assemble it (cost £250!) but when he took it out of the packaging it was damaged! At least five different marks on the headboard- one in particular is really large.

I called the White Company immediately - at first they said all the furniture people were in a meeting , then someone would call me back. Nothing! 7 phone calls and 6 hours since it all started I have just been told the team and managers have all gone home! So there is no-one to speak to.They said someone will call me tomorrow (when I am meant to be in work). They have emailed me to say they would like to send someone round to inspect it and see if the stains can be treated - but they can't tell me when this might be (a third party provider) and I bought a brand new bed?

I think now I would just like them to come and collect the bed and give me my money back but even that seems impossible. They can't tell me when that might be possible and say I would have to package it up so it was kept protected whilst it is being returned. They would only refund if it arrives without damage - but it is already damaged and I'm not a professional wrapper?

I've now got no where to sleep tonight (having dismantled my old bed and not sure if I can sleep on the new one?). WWYD? So utterly fed up. Think I've spent most of the day in tears. Pathetic I know but they have been so very difficult. Would be grateful for your advice. has anyone been through anything similar?

Pop it all in an email to them.

Then they have it 'in writing'; - get a read receipt

Thank you. have sent an email and photos. . Just all so disappointing , expensive, inconvenient and I am not sure what resolution is possible.

Did you buy it on your credit card?

Unfortunately I didn't buy it on credit card - paid for it on my visa debit.

I wondered if anyone else had experienced something similar and how they resolved the issue.

Such a stupid position to find myself in. Can't believe I spent so much on something damaged....I thought they were a good reputable company but wouldn't even speak to me - kept saying the furniture department are all busy (in a meeting), one of the managers would phone me back but nothing. Wish I had just bought it from JohnLewis (where I bought the mattress from and had great service). Really upsetting. Feel like a fool for spending so much and being so excited.

I don’t know if this helps but is there a price at which you’d be prepared to keep it? If you were prepared to accept a refund that would save the company the hassle of collecting and re delivering. If you might be prepared to accept this you could suggest it to them.

You can get a refund under the consumer rights act. There is no requirement to let them try to fix it. That is because it is with 30 days of purchase and it isn't of reasonable quality.

I'm sorry you're having this experience, @whitecompanyproblems. Debit card purchases now have the same rights as credit card ones so you should be fine. What they've delivered isn't ok. I would contact your bank in the morning. Then the company has a set amount of time to put it right, after which they forfeit the money.

Thank you all so much.

I just feel like it is so tainted? Probably serves me right What was meant to be a lovely indulgent item that I worked so hard for is damaged. The marks are so noticeable (see attached photo) - I wouldn't even pay £1,000 (half the price I have paid) for it. The damage is the first thing you see when you look at it. No idea what the marks are (rust?) and whether they would ever come out. The White Company won't even engage with me on options - simply said they intend to arrange for someone to come out and inspect and then treat it : but couldn't tell me when. In the meantime I am sleeping on the floor!

I think I will just have to insist on a full refund using the consumer rights act.

Hi,

This morning The White Company arranged for a technician to come out and treat the marks on my bed. They are faint now but still there. The White Company have said they can't refund any of the money I paid for the bed (nearly £2k) but may be able to give me a good will gesture. I assume it may be in the form of vouchers. I'm not sure what to ask for - I just wondered what you would say is reasonable? Has anyone been in a similar position? If so what and how did you negotiate? - I would really appreciate any advice as I've never had to do this before and am pretty rubbish at things like this.

It is disappointing that the bed is damaged - the manufacturers have acknowledged that the damage was made on their end (apparently it was wrapped by a machine and sometimes that causes damage).I suppose ultimately I could ask them to collect the bed and refund me the full amount but I wouldn't have a bed then. WWYD? Thank you

I would be leaving reviews everywhere possible and telling them that’s what you intend to do . You definitely can take this further tho coz you bought the item online you had no chance to inspect before it was delivered .

I would contest this - it's not ok if the marks are still there, even faintly - then if they still won't refund I'd get in touch with your bank's disputes department and explain what happened. Keep all your correspondence. You're entitled to a refund.

Why will they not refund if it’s damaged?

You don't need to negotiate. Personally I'd just tell them you'd like a full refund and can they arrange collection of the damaged bed asap. Tell them that you've given them an opportunity to repair the headboard by allowing them to try and remove the stains, which hasn't been successful, therefore you would like a refund in full.

If you really want to keep it ask for a 50% refund and live with the stains. 🤷🏻‍♀️

Put it all in writing. Don't bother with phone calls. You need an email trail.

Thank you. I suppose part of the problem is that if I insist on a full refund they will take the bed away and then I will have no bed /have to order a new one and go through all the inconvenience (and cost) of having it assembled again? I think I could probably live with it being bit damaged but not at full price/without a decent goodwill gesture? Is that crazy?

Perhaps I am being too short term and am just tired of it all. It cost a lot of money which I was happy to pay as I loved it online but now not so much as it is damaged and just reminds me of lots of stress and sleeping on the floor (didn't want them to claim I had damaged it)....I am disabled so it has been a particular inconvenience.

This is dreadful.

Ask them to refund it. In the meantime sleep on the mattress on the floor if you’re able to.

If the company continue to fob you off you can submit a complaint online (it’s very easy to do). I would also shame them on X/twitter - you’ll probably get it resolved quickly there!

www.retailadr.org.uk/about-retailadr/complaints-we-can-deal-with/

That's absolutely disgusting, especially as you are disabled. Insist they give you a full refund. You are entitled to one. I'll never buy anything from that company again.

If you want to keep the bed, then I’m not sure how you can get a refund and any money you get will indeed be a good will gesture.

Don’t accept the damaged bed OP, you deserve a good quality item for the money you’ve saved up and paid. I know it’s inconvenient but don’t be fobbed off. You’ll feel forever short changed if you do and the damage, however faint, is all you’ll see when you look at it. Demand a full refund and order a new bed from John Lewis or the like

Imo you won't ever have a good night's sleep on that bed even if fixed.. Get a refund. Order one from John Lewis...

I worked in retail for many years and this sounds like classic we’ll try get away with it behaviour.

If it were me I would be shouting about this all over the internet, tagging them on socials, emailing lots of email addresses, trying to contact the CEO, pointing out you had to sleep on the floor and that you are disabled.

I would point out the manufacturer has admitted fault so it is therefore a manufacturers fault and by consumer law you are entitled to a full refund. Quote the following…

‘Under UK consumer law, if a product has a manufacturing defect, consumers have legal rights, particularly under the Consumer Rights Act 2015 and the Consumer Protection Act 1987. The Consumer Rights Act defines defective goods as those not of satisfactory quality, fit for purpose, or matching their description.’

The product you bought is not fit for purpose and does not match the description. You bought a white bed and it’s a white bed with stains on. Say it’s not the quality of product you’d expect from The White Company especially one that costs £2000. I’d also point out that you are terribly disappointed as you thought of The White Company as a high end retailer and that the customer service you’ve received so far has been far from that.

Make sure you have all this in writing, you need an email chain as others have said. You may have to fight with them a little but the law is on your side.

Sorry you’re having to deal with this and good luck!

This is dreadful. I made a successful claim citing the Consumer Rights act about a Dell laptop that had a part burnt out after 18 months as I argued that a laptop should be working after 18 months. I think your case is more straightforward as it’s so recent. Write them a formal letter quoting the Act and telling them they need to collect it and refund it. Send it to the CEO

I’m so cross I’ve sent The White Company a message on X and a link to this thread.

The White Company are usually known for
good customer service. Hopefully this thread will be picked up by them so that they can see their reputation is being damaged. I’d also look
to write into a paper, I think the Guardian and Telegraph often take on complaints like this and then write it up, so companies normally then have to act in a responsible and respectful manner or gain even more negative attention.

id tweet them

I’ve tweeted them for you