Complete order not arrived

[Mark041067]

Hi all,

My mother purchased several items for Furniture Village, back in May, this year. She was told that there would be a lead time of approx 8 weeks. After 8 weeks the items were delivered, but one item was damage. This was noted by the delivery team. She was told that a replacement would be ordered and that too would take another 8 weeks. Just after 8 weeks the replacement item was delivered. However, it too was damaged and noted by the delivery team. Once again she was told that a replacement would be received in 8 weeks time. Has my mother got grounds to not only reject the damaged item, but the whole order, as it was all ordered at the same time and are matching items. I should add that she hasn't used any of the items as they were purchased ahead of her moving into her new property, which she is yet to move into.

Thank you

Mark

[echat11]

How did your mother pay for the items?

How was the product ordered? Online or at the store?

Have a read of the Consumer Rights Act 2015

If they are all part of the same product and as the product was faulty and reported as such, then yes.

https://www.which.co.uk/consumer-rig...t-aTTEK2g0YuEy

https://www.consumercouncil.org.uk/c...s-and-services

[Mark041067]

She paid by credit card and all items ordered at the same time. All of the furniture is of the same wood type to match.

[echat11]

Ask your mother to send her Credit Card company a Section 75 claim (time limits apply), with a summary of dates / evidence (emails etc). You need to back up your claim. Get Proof of Postage. (expect the Credit Card company to play 'hardball').

Send the following template to the Credit Card provider, get Proof of Postage:-

https://www.citizensadvice.org.uk/co...edit-provider/

Send the retailer the following template, get Proof of Postage:-

https://www.citizensadvice.org.uk/co...-faulty-goods/

It might be an idea to take pictures of the furniture.