Quick DSR query.

SB118 · 23 Mar 2008 at 12:10

We ordered a set of bunkbeds for the kids from Great Universal on the 5th Feb. They arrived yesterday and i put them together and they looked, well, a bit crap (no headboards,etc)

The wife got home from work and said that this isn't the bed she ordered. We've tried to find the bed on the website and it's not there anymore. The item number no longer works on the website and they aren't in the paper catalouge. Their online account system doesn't actually link you to the item you've ordered, it just gives you part of the item number so you can copy/paste it into their site search. This item number doesn't work anymore either.

We've found a picture of the bed we ordered on the site, but the item number is (now?) different. (we didn't take the optional guest bed roller thingy)The price of this bed is also £40 more than when we paid

The bed they sent us doesn't separate into two beds and the ladder is slightly different.

Their site offers a 14-day Approval Guarantee but "Non-returnable under our once assembled."

We've rung them and they insist they've sent the correct item and that they can view the item on the site from their end without a problem.

Can we send these back under the DSR ?

Cheers.

Darkwave · 23 Mar 2008 at 12:12

I'm guessing you would still be covered by the DSR.

You might want to get in touch with the Office of Fair Trading (OFT).

Yewen · 23 Mar 2008 at 12:45

You have 7 days from receipt to reject the goods for near enough any reason if you provide them written notice; email or a letter which you can prove is received would be the best bet.

Just because it has been assembled gives them no cause to stop the return, they have to accept it back and then claim the costs back from you in court if you have damaged the goods more than would be done in a store face to face. The DSR gives you a way of returning the goods for almost any reason.

The product would be made up and on display in a bed shop so I would be pushing for a full DSR return.

Add me to MSN if you need a hand as I will be on for all of today. [email protected]

SB118 · 23 Mar 2008 at 13:16

Madness, just rang back to tell them i wanted a return under DSR ..

"Hello, we bought some bunk beds from you, i put them together and they're the wrong ones, so ...", "hang on love i'll just arrange a collection for you", "um, ok thanks"

Guess a lot of the hassle comes down to the person you get through to at the call center.

Just got to take the buggers apart, repack them, then reassemble the old bunks now

Darkwave · 23 Mar 2008 at 13:23

SB118 said:
Guess a lot of the hassle comes down to the person you get through to at the call center.

Unfortunately this is often the case, which is why I always make sure I listen to the people on the phone when they say their name, or ask later if they don't mention it, so that I can report them if they do something like this.

I don't know how many times I've been palmed off by a lazy phone monkey. I used to do jobs like theirs, so I know how tedious it can be, but I also know how unacceptable it is to simply fob customers off like that.