Advice on botched retail transaction

[ShoddyCustomerCare]

Hi there, nc.

I recently bought a sofa, armchair and pouffe set which also came with a matching coffee table. The pouffe and the coffee table were damaged in transit and were never delivered. The rest arrived and I am happy with it. Two weeks go by and I hear nothing re replacement table and pouffe. I contact the retailer (large household name retailer) to ask about delivery of missing items. I am told that they are now out of stock and they say that the only thing they can do is take back my sofa and armchair (!?) And refund the full lot. I have been using the set for two weeks in a home with pets.

I said I don't want a refund I just want the missing items or a suitable substitute.

The items were paid for in full online by direct debit.

Is my only option to return my beautiful sofa and armchair in order to get a refund? Surely they can find a suitable replacement product as the fault was on their end? Or give me a partial refund?

I really don't want to part with the set I have as it is perfect fit for house.

Any advice from those who have experience in a similar situation or professional advice would be great as I don't know my consumer rights in this situation.

Thank you in advance.

If they cannot get it they cannot get it however it shouldn’t be impossible for them to part refund.

Have you looked at what they have in stock and suggested items that you would consider a suitable substitute? If the orginals are no longer available they wont be able to make them magically appear they might not be against offering a substitue but you sill have to tell them which of their products you would like instead as they wont be abale to read your mind and know nothing about your taste or colour schemes.

I said I don't want a refund I just want the missing items or a suitable substitute.

Surely they can find a suitable replacement product as the fault was on their end? Or give me a partial refund?

They don't have the item and you told them you don't want a refund

Thank you all!

Thats what I reckoned and I can see that there are suitable substitutes and have highlighted these items but they are a part of other sets so they have said that they can't do that. And I do understand the reasoning but I am just so frustrated that I am being left high and dry with half a set.

They have told me they can't do a partial refund which I think is bollucks so thank you poster who echoed that. I would rather have my set of course but surely if they have provided half and I have paid for the full set then they should refund the missing items. They are saying no, you have to return what you have to get a full refund. Seems wrong to me.