M&S sofa has broken - partial refund offered - thoughts?

[MrRockliffe]

Hi all,

My M&S sofa, which I bought just over 3 years ago, has broken. When I'm sat in the centre seat, I'm significantly lower than my other half, which is ironic because she's from a much lower social class than me.


Have been discussing with M&S for a few weeks, which has been tricky as they closed their furniture department. First conversation went something along the lines of:

"Send pics"
Sends pics
"Of the sofa, not nudes"
Sends pics of sofa
"Yes I can see that's a sofa what do you want us to do"
"It's broken"
"I can't tell on the picture"
"That's because it's a picture"
"We can't send anyone out because we closed the sofa department"
"Not really my problem"
"It kind of is because I'm not the one with a broken sofa"
"Touche"
"Sorry good luck"



Paraphrasing, of course.



They have now offered a partial refund of about 60% of original value of the sofa (roughly £1200 on a £2000 sofa). My argument is that I bought the sofa, with a 10 year warranty, because I expected it to last AT LEAST half that length of time, even with the excessive amount of pounding gaming I do on it.



They're going away to discuss if they can do anything else, but in the meantime, I wanted some views on whether you think it's appropriate? If not, what would be?




Thanks for coming to my Ted Talk.

 

[Ayahuasca]

This is not just a sofa, it's an M&S sofa.

 

[200sols]

You need to speak to the M&S refund department that deals with high social classes.

 

[Armageus]

They have now offered a partial refund of about 60% of original value of the sofa (roughly £1200 on a £2000 sofa). My argument is that I bought the sofa, with a 10 year warranty, because I expected it to last AT LEAST half that length of time, even with the excessive amount of pounding gaming I do on it.

The expecting it to last at least half that time isn't relevant.

All that is relevant is (price divided by warranty length) * years warranty remaining.

(£2000 / 10) * 7 = £1400.

Allowing for it being just over 3 years old, an admin fee etc, then I think a £1200 offer is fair.

 

[grudas]

This thread is way out of my budget

 

[MrRockliffe]

You need to speak to the M&S refund department that deals with high social classes.

I tried the whole "do you know who I am" and they just said "no" so that was that

The expecting it to last at least half that time isn't relevant.

All that is relevant is (price divided by warranty length) * years warranty remaining.

(£2000 / 10) * 7 = £1400.

Allowing for it being just over 3 years old, an admin fee etc, then I think a £1200 offer is fair.

Hmm yes makes sense I guess. Just frustrating timing as I feel like I'm coming out worse off, with the requirement to purchase another sofa. They're not able to offer to have it repaired at all.

 

[Terminal_Boy]

Is it a corner sofa? I thought Gucci belt owners got lifetime warranty on their corner sofas.

 

[MrRockliffe]

This thread is way out of my budget

What do you expect, driving round in an S2000?

 

[MrRockliffe]

Is it a corner sofa? I thought Gucci belt owners got lifetime warranty on their corner sofas.

No I'm not that cool

Does have a chaise though

 

[MrRockliffe]

This is not just a sofa, it's an M&S sofa.

I felt so fancy getting my sofa from M&S, and yet here we are

 

[HoneyBadger]

 

[MrRockliffe]

Boomer pic

Sorry I'm not a boomer I don't get the reference

 

[HoneyBadger]

Sorry I'm not a boomer I don't get the reference

No need to apologise, it’s ok.

 

[Kenai]

It'd probably be worth pushing the "I've had 3 years use from my 'Guaranteed for 10 years' sofa" point, so you want 70% back.

Then take that money and pay a furniture specialist £150 to fix whatever is wrong with it, which probably isn't much.

 

[MrRockliffe]

No need to apologise, it’s ok.

I've been advised it's from the M&S advert, so apologies, I'm just stupid

 

[MrRockliffe]

It'd probably be worth pushing the "I've had 3 years use from my 'Guaranteed for 10 years' sofa" point, so you want 70% back.

Then take that money and pay a furniture specialist £150 to fix whatever is wrong with it, which probably isn't much.

They would collect, the refund for me to keep was around 900 I think he said

 

[Jono8]

The expecting it to last at least half that time isn't relevant.

All that is relevant is (price divided by warranty length) * years warranty remaining.

(£2000 / 10) * 7 = £1400.

Allowing for it being just over 3 years old, an admin fee etc, then I think a £1200 offer is fair.

An admin fee? Lol.


To the OP, i'd want a minimum of £1400 back (based on the warranty length), if they cannot replace it.

 

[Kenai]

They would collect, the refund for me to keep was around 900 I think he said

If they're taking that approach, might be worth trying to see what's actually wrong with it first and whether it's worth taking the lesser amount and getting it repaired before committing, don't want to take a lower amount and then be told it's not repairable

 

[Jono8]

They would collect, the refund for me to keep was around 900 I think he said

That's even weirder.

So they won't repair or replace it, and will take it away and only give you £1200? If they can't repair or replace it and dont have a sofa department anymore, then i would ask them what they intend to do with it.

So you've spent £800 to rent the sofa for 3 years basically?

Terrible.

 

[HoneyBadger]

In your shoes seat, I’d accept the refund, then claim on house insurance for a new sofa. Profit. Upgrade to a corner sofa, live the high life that you so deserve.