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

[Kenai]

That is what I said

It's subtly different

You've said "I bought an item with a 10 year guarantee because I expected it to last 5 years" - this tells them your expectations were low and you'll probably be agreeable to a cut price settlement if they just stand their ground a bit.

You should be saying "I bought an item with a 10 year guarantee because I expected it to last 10 years and it hasn't even managed half of that" - this tells them your expectations are much higher and you're expecting a much better settlement.

 

[HoneyBadger]

In all seriousness, you should be saying you expect it to last a minimum of 10 years based on the warranty.

 

[MrRockliffe]

It's subtly different

You've said "I bought an item with a 10 year guarantee because I expected it to last 5 years" - this tells them your expectations were low and you'll probably be agreeable to a cut price settlement if they just stand their ground a bit.

You should be saying "I bought an item with a 10 year guarantee because I expected it to last 10 years and it hasn't even managed half of that" - this tells them your expectations are much higher and you're expecting a much better settlement.

Ah I see what you mean now.

In all fairness I did word it like the latter part

 

[Uther]

Of course it is relevant, consumer laws talk about the reasonable durability or lifespan of a product. They would probably calculate it the way you have though, unless it broke in under 6 months.

It's probably based on sitting quietly on the sofa with no fidgeting, not jumping up and down on it and shagging.

 

[Armageus]

An admin fee? Lol.

Well whatever other made up costs they decide to deduct - you know how it generally is

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

Why would it be a minimum of? Op has had it over 3 years so it's not a full 7 years warranty remaining, so at most it would be £1400, less if they are rounding down to full years remaining.



Yes it would be ideal to get a replacement sofa out of them, or at least £1400. But I think in the interest of getting it sorted as easily and quickly as possible, £1200 is a decent settlement.

 

[Em3bbs]

Well whatever other made up costs they decide to deduct - you know how it generally is


Why would it be a minimum of? Op has had it over 3 years so it's not a full 7 years warranty remaining, so at most it would be £1400, less if they are rounding down to full years remaining.



Yes it would be ideal to get a replacement sofa out of them, or at least £1400. But I think in the interest of getting it sorted as easily and quickly as possible, £1200 is a decent settlement.

It's not a decent settlement at all. He didn't enter a deal to rent a sofa for 3 years for £800 did he? That would be ludicrous. He purchased a sofa for £2000 that was expected and guaranteed to last at least 10 years. In this case it didn't even last a third of that and I'd want a full refund. Even then, £2000 now doesn't buy you as much as it did 3 years ago. No wonder companies try and pull this stuff if people roll over for them so easily.

 

[builder22]

I'd take the £900 and put up with whatever is wrong with it, maybe attempt to fix it

 

[MrRockliffe]

It's not a decent settlement at all. He didn't enter a deal to rent a sofa for 3 years for £800 did he? That would be ludicrous. He purchased a sofa for £2000 that was expected and guaranteed to last at least 10 years. In this case it didn't even last a third of that and I'd want a full refund. Even then, £2000 now doesn't buy you as much as it did 3 years ago. No wonder companies try and pull this stuff if people roll over for them so easily.

I can honestly see both sides, because imagine if the sofa died at 10 years old. I’d have then rented the sofa at £200 a month which is broadly the calculation they are going for.


That being said, it should last more than 10. My dad has had his for 20+ years.

 

[Armageus]

It's not a decent settlement at all. He didn't enter a deal to rent a sofa for 3 years for £800 did he? That would be ludicrous.

It'd also be ludicrous to expect a full refund when he's had over 3 years use out of it, as per consumer rights

(Edit: And equally at 9 years old you'd still expect a full refund? Good luck with that)

It’s unlikely the seller will give you a full refund. You could be offered a part-refund - the seller is entitled to deduct some of the money to account for how much you’ve used the item.

Where did you buy it? - Return faulty goods

www.citizensadvice.org.uk

In this case it didn't even last a third of that and I'd want a full refund.

In the past I'd agree that decent companies would guarantee a replacement or full refund to maintain their reputation, but Good luck with that these days.

No wonder companies try and pull this stuff if people roll over for them so easily.

Because not everyone has the time or willpower to fight these things. If I was in this situation then whilst being out of pocket for a few hundred quid wouldn't be ideal, getting something sorted for as little hassle and moving on is worth far more to my mental health and wellbeing.

 

[b0rn2sk8]

I would expect a sofa with a 10 year warranty to last at least 15 years. I've had my current sofa for 11 years and there is absolutely nothing wrong with it and its easily got another 10+ years of life left in it and it didn't cost half as much as this.

Personally, I'd be pushing for a full refund, its a £2k piece of furniture, not a £100 Ikea special and I'd settle at 80%.

3 years is barley broken in in terms of a £2k sofa and presumably you have matching arm chairs? Given they have closed their sofa department, you are not going to get a direct match to your other furniture. In my mind, that warrants a full refund as a starting point.

Did you pay on finance or credit card? If so, invoke your S75 rights and get your money back.

P.S. Always pay on credit card.

 

[the shadow]

Get this Bargain

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[arknor]

How much does the same sofa cost now?

With inflation it probably seemed like a really smart bean counter move to just get rid of the "sofa department"

a 60% of a sofa bought 3 years ago is probably more like 30% of the value of a new one to the same standards

 

[MrRockliffe]

I would expect a sofa with a 10 year warranty to last at least 15 years. I've had my current sofa for 11 years and there is absolutely nothing wrong with it and its easily got another 10+ years of life left in it and it didn't cost half as much as this.

Personally, I'd be pushing for a full refund, its a £2k piece of furniture, not a £100 Ikea special and I'd settle at 80%.

3 years is barley broken in in terms of a £2k sofa and presumably you have matching arm chairs? Given they have closed their sofa department, you are not going to get a direct match to your other furniture. In my mind, that warrants a full refund as a starting point.

Did you pay on finance or credit card? If so, invoke your S75 rights and get your money back.

P.S. Always pay on credit card.

I did pay with finance, and I have said this to them.


I’ve basically given them the option to resolve amicably without the extra faff, but if they don’t come back with a reasonable offer I’ll be going full ham on them with S75.

 

[MrRockliffe]

How much does the same sofa cost now?

With inflation it probably seemed like a really smart bean counter move to just get rid of the "sofa department"

a 60% of a sofa bought 3 years ago is probably more like 30% of the value of a new one to the same standards

You can’t buy it but JL sell a very similar one which is £2700.

Mine was £2000 with 20% off.

 

[Uther]

I did pay with finance, and I have said this to them.


I’ve basically given them the option to resolve amicably without the extra faff, but if they don’t come back with a reasonable offer I’ll be going full ham on them with S75.

I'd do that anyway, it's not as if they are going to ban you from their sofa department.

 

[m@rty]

Sorry to hear about your sofa, hope you get it sorted out.

In the interim, I have a decent second hand sofa you can have if needed.

 

[MrRockliffe]

Sorry to hear about your sofa, hope you get it sorted out.

In the interim, I have a decent second hand sofa you can have if needed.

Been used for the same thing, but at least that’s easy to wipe clean - mine is fabric

 

[MrRockliffe]

I'd do that anyway, it's not as if they are going to ban you from their sofa department.

Just on principle though. I am, ultimately, working with human beings and I want to encourage them to do the right thing without getting a legal team involved.

 

[[FnG]magnolia]

*calls to fix this issue, goddammit*

you: GOD-KING EMPEROR MrRockLiffe here! Sofa! Fixed! Now!
Employee: Uh sir, this is a McDonalds.

*hangs up*

Some time later ...

you: GOD-KING EMPEROR MrRockLiffe here! Sofa! Fixed! Now!
Employee: Did you call earlier? We did offer you a reasona-
you: Sofa! Fixed! Now!
Employee: We are trying to find a solution for y-
you: SOFA!
Employee: Sir, I heard you. As I said, 1200 seems a fair an-
you: FIXED!
Employee: .. and reasonable off-
you: NOW!
Employee: How does 2000 and a bag of crisps sound. You can keep the sofa.
you: It is pleasing.

 

[MrRockliffe]

*calls to fix this issue, goddammit*

you: GOD-KING EMPEROR MrRockLiffe here! Sofa! Fixed! Now!
Employee: Uh sir, this is a McDonalds.

*hangs up*

Some time later ...

you: GOD-KING EMPEROR MrRockLiffe here! Sofa! Fixed! Now!
Employee: Did you call earlier? We did offer you a reasona-
you: Sofa! Fixed! Now!
Employee: We are trying to find a solution for y-
you: SOFA!
Employee: Sir, I heard you. As I said, 1200 seems a fair an-
you: FIXED!
Employee: .. and reasonable off-
you: NOW!
Employee: How does 2000 and a bag of crisps sound. You can keep the sofa.
you: It is pleasing.

Sold, as long as they’re M&S crisps