Furniture village table damaged on delivery

[Plodder]

Evening again.

i took delivery of a new table and chairs on the 12/12.

upon delivery it was noticed by myself that there was a problem with the table and the delivery guy / installer agreed and took photographs and highlighted it on his report.

basically its a ceramic table and the epoxy holding the bracket to the table has already came away upon point of delivery.

He told me that it was a known fault among the installers WhatsApp group of installers.

I immediately called the store that evening and spent 15 minutes on the phone. The CS guy also said it’s a known problem and they have people waiting for replacement tables.

i was reassured that someone would call me within a week

they didnt

i called back Friday evening and eventually got through to a human and was transferred to aftersales

they were of course closed

so went onto live chat and was told someone was calling me on Saturday. (21/12). They didnt



so I called again and was told they were waiting on how I want to proceed. I said I want replacement table that isn’t faulty

they said admin team will call me this week.

i don’t believe them

I paid a £400 deposit in store around 3 months ago (12 week delivery) and paid the remaining balance of £1200 on the 9/12

both payments made via visa debit

now I believe section 75 doesn’t apply as it’s a debit card

but I am able to perform a chargeback?

what I don’t want is for them to waste time and me
miss out on this?

where do I stand on

1) asking FV for a full refund of the deposit and the £1200
2)asking the bank for full refund due to it being damaged upon delivery

i Notice that their returns Policy states must be informed in writing within 14 calendar days

is that still the case if it’s damaged and they admit this?

then they state a 25% fee of the total amount if they have to collect.

apologies for the long post

and the grammar, it’s on iPhone I am typing.

thank you

Plodder

[Plodder]

To add should I notify them in writing that if they do not replace table then this is their 14 day notice of return, or am I covered both legally and with my bank if I don’t and they do not resolve my issue

thank you

[echat11]

I would complete the online Chargeback via your debit card providers website today.
This way you don't miss the deadline for a chargeback claim. Once it's with them,
ask them to put a 'hold' on it, as you are still trying to find out what the retailer is
going to do to resolve the issue. Clearly customer service has failed on two fronts,
damaged goods delivered and failure to communicate. If it's a 'known problem',
will there be problems in the future with it. Maybe you should seek compensation.
It's best to keep all communications in writing, keep copies for the chargeback claim.

[Plodder]

Thank you. For the final payment of £1200 paid on the 10/12 it says I have to wait 15 days until I can progress (with my bank). However I can progress with the initial £400 deposit. What are your thoughts on this? Having potentially two chargeback claims running (for the one transaction)

thanks again

plodder

[Plodder]

My apologies the initial £400 was paid from my wife’s visa debit card. (13 ish weeks ago)

the £1200 was me

[echat11]

My apologies the initial £400 was paid from my wife’s visa debit card. (13 ish weeks ago)

the £1200 was me

Do it under each card (so you have 2 claims, one for £400 and one for £1200), so there are no issues later on.