My elderly mother wanted a reclining chair to ease her back problems. We invited a representative from a Mobility furniture Company to visit her at home to discuss her requirements. A demonstration model chair was brought for my mother to try. That chair felt extremely comfortable and cosy and my mother thought it ideal. The Company (supposedly) measure the customer so that the chair is made to measure. The chair and "free" small settee were subsequently delivered. This cost over £5,000! The chair also has massage and heat settings. However, right from day one, my mother found the chair extremely uncomfortable, and she has had to stuff various cushions, rolled up towels etc. around the chair just to try to get a little more comfortable. Her back condition appears to have worsened. We made complaints, and then wrote a long letter setting out the problems. An Engineer called this week, took measurements, and various photos of my mother sitting in the chair. The foam that it is made from is extremely dense and far too firm for my mother, who is only 6 stone, and therefore the likelihood of her "weight" softening the foam is highly unlikely. The measurements of the chair are completely out, and do not match up to the measurements that the original rep took.
My mother has become very distressed about all of this, and she would like to return the chair and sofa and get the whole of her money back. However, would she be within her rights to ask for this? The Engineer explained that to put right the measurements etc., a completely new chair would have to be made - the existing one cannot simply be repaired. In these circumstances, would my mother be stuck with accepting a new chair made to her measurements, if that is what they offer? Can she insist on a full refund, as in her opinion, with the faulty measurements, the chair is not fit for purpose? Its a shame that these mobility companies seem to just be greedy and prey on the elderly and vulnerable, and charge the earth for items. Any help would be appreciated.
My mother has become very distressed about all of this, and she would like to return the chair and sofa and get the whole of her money back. However, would she be within her rights to ask for this? The Engineer explained that to put right the measurements etc., a completely new chair would have to be made - the existing one cannot simply be repaired. In these circumstances, would my mother be stuck with accepting a new chair made to her measurements, if that is what they offer? Can she insist on a full refund, as in her opinion, with the faulty measurements, the chair is not fit for purpose? Its a shame that these mobility companies seem to just be greedy and prey on the elderly and vulnerable, and charge the earth for items. Any help would be appreciated.