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We ordered an adjustable bed from a national bed retailer on the 23 June 2020. As my wife is registered disabled, we went for an electric adjustable bed which stated that it had been designed to aid health problems (so we could reclaim the vat as advised by sales staff at the local stores). The order was placed through their website. Shortly after making the purchase we discovered that the online version of the retailer will not give a vat refund on the bed.
After a few delays, the bed was delivered on the 23 September 2020. Despite the delivery being classed as a “white glove delivery” it was rushed as the delivery men stated that they were running late. Only a very brief description of the wireless remotes were given then they left. We were left with no instructions / safety advice or advice on how to get and use the mobile app which can control the bed, as described in the product description.
As the bed was delivered directly from the manufacturer, we contacted them about these issues and the amount of noise the bed made when adjusting. The manufacturer confirmed after listening to the recording of the bed in operation that it was faulty so they would order the replacement parts and arrange a repair. After a brief discussion about the app, we advised the manufacturer that the app did not operate the bed as stated. We advised them to suspend any action until they hear from the retailer as our contract was with the retailer, not the manufacturer.
We then spoke to the local stores again and had it confirmed that vat can be reclaimed. We also drove 1 ½ hours to a store that had our bed on display and confirmed that all the adjusting on that bed is silent unlike ours. The sales staff at the store then downloaded the app whilst we were there and were also not able to control their bed with it.
As we did not hear anything for two weeks after our complaint, we decided to ask for a full refund under the consumer rights act 2015. We also advised the finance company that we were holding them jointly liable for the refund.
To date, the retailer is refusing to do anything until we let them send an inspector to look at the bed then they “will decide what to do next”. They do not refer to any of the other points we have raised despite also threatening them with county court action.
Any advice you could give would be most appreciated.
After a few delays, the bed was delivered on the 23 September 2020. Despite the delivery being classed as a “white glove delivery” it was rushed as the delivery men stated that they were running late. Only a very brief description of the wireless remotes were given then they left. We were left with no instructions / safety advice or advice on how to get and use the mobile app which can control the bed, as described in the product description.
As the bed was delivered directly from the manufacturer, we contacted them about these issues and the amount of noise the bed made when adjusting. The manufacturer confirmed after listening to the recording of the bed in operation that it was faulty so they would order the replacement parts and arrange a repair. After a brief discussion about the app, we advised the manufacturer that the app did not operate the bed as stated. We advised them to suspend any action until they hear from the retailer as our contract was with the retailer, not the manufacturer.
We then spoke to the local stores again and had it confirmed that vat can be reclaimed. We also drove 1 ½ hours to a store that had our bed on display and confirmed that all the adjusting on that bed is silent unlike ours. The sales staff at the store then downloaded the app whilst we were there and were also not able to control their bed with it.
As we did not hear anything for two weeks after our complaint, we decided to ask for a full refund under the consumer rights act 2015. We also advised the finance company that we were holding them jointly liable for the refund.
To date, the retailer is refusing to do anything until we let them send an inspector to look at the bed then they “will decide what to do next”. They do not refer to any of the other points we have raised despite also threatening them with county court action.
Any advice you could give would be most appreciated.
