MFI pays up for delay

Apr 27 2008 by Mr Justice, Sunday Sun

BUILDING a granny flat went like a dream for Samantha Chisholm.

Everything went smoothly for Samantha and her mum Joan Gerram, who was going to live in the extension, at the beginning.

But that all changed when they bought bedroom furniture and bathroom fittings from MFI.

Samantha told me: “All the horror stories about builders have not been true.

“In our case, everything has gone like a dream until we decided to include MFI into the equation.

“It has just led to stress and heartache which has sadly taken the edge off what should be an exciting time in my mum’s life.”

Samantha complained about wrong parts, broken parts, delayed delivery, and part delivery.

She said: “Please, please, please try to put an end to this nightmare for me.

“My mum is no spring chicken and the whole idea of the granny flat was to enrich her later years in life not send her into an early grave.

“I feel we need to receive a definite delivery date for all the outstanding items.

“Then we need a massive apology for their lack of customer service and maybe compensation for all the stress and phone calls.”

That’s a shopping list of three things for your consumer champ.

I passed the complaint to MFI and almost immediately I was told urgent action would be taken.

A spokeswoman said: “This is now being dealt with as a priority by the customer services team.”

Not long later, my shopping list was completed. Samantha’s missing bits and pieces were delivered, she got an apology, and a promise of compensation.

MFI told her: “As an apology on behalf of MFI I would like to make an offer of £450 as a gesture of goodwill.

“This is a full and final offer on behalf of MFI.”

Samantha, of Bedale, North Yorkshire, asked my opinion and I suggested holding out for more.

I asked MFI if they could reconsider the offer.

A spokeswoman said: “We are happy to review the case, no problem at all, and come to a new agreement.”

The so-called full and final offer was later increased to £650 which Samantha accepted.