Hey Guys,
Other week i got delivery of a brand new couch I i've been waiting to get from Focus on Furniture.. Within the first 24 hours I noticed at the back of one of the furniture pieces there was a structual issue of some sort where part of the wood frame was actually loose inside.. I rang Focus & after sending them photos and videos they did the right thing and organized a replacement…
The replacement came & low and behold theirs other issues. This time the interconnect where 2 pieces of the couch meet did not align at all. This was noted by the guys who came to deliver and set it up as well. Further to that one of the cushions (Middle cushion of the L shape couch) has issues where the cushion is literally all lumpy compared to all the others.. They sent one of there technicians out to look at it. in order to fix the interconnect they had to take of the interconnect bracket & make it lower by drilling holes into the bracket, at which point the interconnects then aligned properly. As for the cushion, at first he tried to convince me its normal. I stated, diplomatically, that basically thats crap because why do there 2 year old show pieces in 2 of there stores not have this problem. He then said he will get someone to come pick up the corner piece & get it fixed. On top of that there are some faint lines on some of the cushions.. Again, there technician has tried to convince me these are crease marks that have happened due to the furniture being tightly packed in a shipping container & that they will slowly fade then disappear completely over time…They look nothing like crease marks (At least some do not). So obviously not happy about this either.
As a consumer what are my rights here? Do I have to accept this brand new item with all these issues or can I just demand for a brand new couch/money back?
Note: I've had couch for just on 2 weeks & I reported all these issues within 24 hours of receiving said couch.. I had to wait over 1 week for the technician to actually come to site to look at it as well.
All of these are niggles that would annoy me if I brought a brand new couch, but are ultimately 'minor' issues that the retailer is well within their rights to offer repairs on. With regards to a wait time of 5 business days - I would suggest this is a reasonable amount of time to wait for an on site visit. It is not particularly relevant if it was reported 24 hours after you received it or 24 days — a week from notification to on site is good.
Provided the company isn't neglecting the warranty issue, your gripes here are fairly minor grievances at best.