Sunday 20 August 2017

Smart Consumer: Am I entitled to a refund over second faulty leather suite?

Liam Beville got in touch with Smart Consumer in relation to a complaint his father-in-law Tom O'Flaherty has with a three-piece suite.

At the beginning of December Tom took delivery of the three-piece suite, for which he paid €1,618.

When he removed the packaging he noticed that some of the leather was ripped, so he contacted the shop, Cost Plus Sofas, immediately.

Two weeks passed before a technician arrived and as he said the suite could not be repaired, a replacement suite was delivered.

Unluckily this replacement was also damaged, so at that stage Tom asked for a refund.

If a product is faulty or not 'as described' then Tom is entitled to a replacement or refund for it.

Cost Plus Sofas responds: "We at Cost Plus Sofas take Customer Service very seriously and in fact undergo an independent audit by Customer Solutions (who phone up direct a substantial cross section of our customers after delivery and they have confirmed an extremely high approval rating.)

The facts of the case as reported are:

1. Although the original three-piece suite apparently left the store in good condition, it was found to be ripped when the customer examined it at his home.

2. A technician visited the customer's home at the company's expense to examine the items delivered and following that visit a repair was suggested, which was refused by the customer.

3. In our endeavour to satisfy the customer a replacement of a brand new sofa suite was agreed and this was delivered to the customer, who refused to accept it.

4. We have offered a repair, a brand new replacement or a total re-selection.

The customer has refused all these options."

Cost Plus Sofa ended by saying that the Customer Services Director would contact Liam.

A couple of days later Smart Consumer heard from Liam that the Customer Services Director had contacted him and had, in fact, approved a full refund.

Liam says that "I sincerely thank him for this and for his understanding and professionalism".

Irish Independent

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