Absolutely Livid - Where do I stand

[MrsBubsDeVere]

I ordered a three piece leather suite last march and recieved it in December 2005.

I have just found that a bolt has completely sheared off makeing this reclining chair, in my opinion, unsafe to sit on.

I have just phoned the company in question, who have told me that it is discontinued and they can no longer help, I have to get in touch with the manufacturers in MALAYSIA fgs, the fellow who I spoke to was sooooooo patronising to me, talking to me like a second class citizen.

I am sat here shaking with anger, they were happy to take a few thousand pounds off us, but now we need some help they aren't interested.

Does anyone know what I can do and where I stand?

whp is the company you bought it from?

contact trading standards

No, legally the buck stops with the retailer not the manufacturer. Ring them back and tell them it is up to them to sort it out and you will be contacting Trading Standards if they cannot give you a more appropriate response. Do they have a central Custoemr Service department ?

Speak to trading standards, you've not received the product you purchased ie the reclining chair is not suitable to sit on which defeats the purpose of the purchase really.

Your contract if with the company who sold it to you, not the manufacturer. You should deal with the supplier not the manufacturer. Good sold should be fit for the perpous intended. Phone the company back, quote the sale of goods act. The fact that it is disdcontinued is their problem , not yours. BTW I am not a lawyer!

Thank you, i'm just worried about having a faulty reclining chair in the living room with a 3 year old and a 6 year old.

Here is what i have typed to be sent in the morning, feel free to make any amendments.

To whom it may concern,

Phone call with XXXXXXXXX on 22nd August 2005 - Order #000

I am writing with regards to the above.

I phoned today with regards to a problem I have with a chair that I bought from you last year. It is a fully reclining suite and a bolt has completely sheared off making one of the chairs unsafe, which is not ideal when I have two young children in the house.

When I explained this to XXXXXXXXX, I was informed that it was not your problem as the item is now discontinued and I have to take it up with the manufacturer in Malaysia. I also must stress that his telephone manner leaves alot to be desired, I DO NOT like being patronised and accused of being a liar.

I have been in contact with Trading Standards and have been advised of The Goods of Sale Act 1979 (As Amended), which clearly states that Goods bought must be of satisfactory quality, free from minor defects and durable, this is clearly not the case with this item.

I would like a satisfactory outcome to this matter in writing within the next 14 days, otherwise I will have no choice but to contact trading standards again and take this matter further.

I await your reply.

I'd actually try to find out the name of the branch manager, customer services manager or regional manager to send it to. If they are a national company this information may be online. Once it hits a specific desk it is much easier to ensure someone is accountable for dealing with the complaint to its conclusion and chase it up if necessary.

Do you have any design reference numbers or name for the suite, as this might speed up their reply.

Although I understand where you are coming from, I wouldn't actually write "I also must stress that his telephone manner leaves alot to be desired, I DO NOT like being patronised and accused of being a liar" as it is ratehr accusatory but instead focus on more how unhelpful and dismissive he was of your concerns and how it made you feel (noone can argue against this).

Good luck

thank you

Yes try & be concise & 'professional' rather than emotional - agree with Lizs. State the facts & quite rightly as you have done, state a time by which you expect a response.
let us know how it goes

2 points re the letter:

1. I think it is the Sale of Goods Act (may be wrong though).

2. You need to say that you believe that they are responsible for sorting the problem out (not just that the guy on the phone said that they weren't).

HTH and that you get it sorted.

Try here for more advice - like NHS Direct, but for consumer rights

Your contract is definitely with the retailer, as has been said.

Thank you all for your advice.

I've just phoned the company and asked for a name who I need to write to and he said there wasn't a manager and he wanted to know what I was writing about before he gave me a name.

I told him briefly and he also said that it is nothing to do with them as the item is now discontinued, so I need to get in touch with the manufacturers in Malaysia.

Anyway after an argument I got a name so I have got it ready to go recorded delivery.

Thanks again for all your help.

KS no I didn't mind at all you pulling me up on that, its a mistake that I won't make in the future now

Bubbles where's the settee from as we're planning on spending the weekend looking for a new leather sofa. Lucky us

The whole point of the Sale of Goods Act was to protect the consumer in cases like this, so it's a bit of a nerve their trying to behave as though it doesn't exist. Grrr. Go get 'em!

Woodpops its from Wednesbury Furniture Limited in the West Midlands.