Made.com sofa court claim issued - ind report concluded manufacturing fault. **SETTLED**

[Oscard]

Hi All,

 

Quick background.

 

We bought a couple of Made.com sofas in July 2020 total cost £1,298. Within 2 months they began to dip and sag. After we complained in Nov/Dec Made.com sent Homeserve to examine the sofas. They found no fault and blamed wear and tear. All attempts we made to them were subsequently rebuffed.  So end of matter at that time  as we didn't know where else to go.

 

Due to another ongoing issue which I received help from this website and reading some similar cases I realised I could pay for an independent report (£216). The report came back with 100% manufacturers fault so I began the process of getting a refund.

 

I sent a letter of claim to Made.com (ignored)

After I filed my claim online... MAde.com customer care specialist requested the independent report which I sent yesterday. 

Today they offered a refund of £847.

My claim is for total £1,826.11 

Made up of £1,514 (x sofas and £216 independent report) and interest £197.11 and court fee £115.

 

Given we've had x2 absolutely useless and painful sofas and the independent report is conclusive - I'm happy to have my day in court.  Just wanted to get your thoughts before I respond with a no thanks.

 

Their response:

 

Thank you for your patience. 
 
I have looked into this further and reviewed your journey with us and I can see that you have had both sofas for some time now. I have also reviewed the independent report you sent through to me and I can see that a manufacturing fault was found on this occasion which contradicts the original Homeserve report.

 

Therefore I am happy to look into returning both sofas for a depreciated refund. This is what is offered due to the number of months your products have been within your home. I can see delivery was July 2020. 
 
This means they have been with you for a total of 25 months and we would offer a refund of £847.00 upon the collection of both sofas. We would happily provide you with packaging and we would pay for the collection. This is in line with the Consumer Rights Act 2015.
 
Please let me know if you wish to proceed with this and I will make the necessary arrangements.

 

 

 

Thank you all.

[Andyorch]

Hold your ground let the claim pass allocation stage see if they wish to up their offer.

 

Is this them ? 

 

https://www.made.com/

 

[Oscard]

Yes. That's them. 

 

Plan is to hold tight and send a rejection letter.

[Andyorch]

No need to, make them sweat.....inform the court you wish to proceed and let the claim go to allocation...as the clock ticks I'm sure their offer will increase.

[dx100uk]

it they'd done their job on consumer rights properly in the first place

the items would not have been in your possession for so long!

ruddy fleecers!

 

hold you ground.

 

dx

 

[Oscard]

Hi,

 

Should I just ignore or tell them I'm chasing the full amount?

 

Their email below.

 

 

''I hope this email finds you well. 
 
I am mindful that I have not heard from you since my last email and wanted to make sure you had received this in order to resolve your claim. 
 
Please let me know if you have any queries at all. 

Best wishes,''

 

 

[Oscard]

Hi All,

 

Can I get your thoughts on their latest offer...  I sent them back an email stating quite clearly Homeserve's report was garbage hence why we are where we are 25 months later.

 

What they are now offering is the price of the sofas... excluding the independent report and court fees I had to pay for!  I'm happy to progress to court.

 

 

Thank you for your email. 
 
I completely understand your frustrations. As mentioned previously due to the timeframe you have had the sofas, we would usually only look to provide a depreciated refund however I would like to resolve this positively with you and so in order to be able to do so, I would like to offer a collection and full refund of the purchase price, £1,298.  I can arrange for packaging to be sent out to you once you have received this,  I can then arrange the collection at our cost.

 

 

 

 

 

 

[dx100uk]

good work keep refusing!!

 

what <£100 to them nothing!

[Oscard]

Happy to report at the third attempt Made.com have made an offer covering the cost of the sofas, claim cost and independent sofa report (all apart from the interest calc)

 

Amazing turn of events!!! Thank you very much.  Just waiting for the monies to land!

 

Can you provide the link for donations please.

 

 

[dx100uk]

well done

 

donate

 

dx

 

[Oscard]

Done thank you.

 

Back over to my friends at Parcel2Go now.