Row over Furniture Village leather recliner resolved

Oct 9 2011 by Mr Justice, Sunday Sun

READER Myra Crackett will be sitting comfortably after she asked for my help over a recliner chair.

Myra bought the chair from Furniture Village in Darlington but, just 10 months later, had reason to complain.

She said marks on the seat looked as if the furniture was peeling.

I took up her case and Myra was offered the choice of the “Three Rs” – repair, replacement, or refund.

Myra, of Darlington, had earlier told me how Furniture Village were unable to help.

She said: “We bought a leather recliner in January but, unfortunately, it looks as if the leather has started to peel.

“We did not think anything should go wrong so quickly but the people at the shop said it was wear and tear.

“I did not think we had the chair long enough for them to blame wear and tear. There are only two of us in the house, my husband is retired, and we feel badly let down.”

Furniture Village carried out an inspection but insisted the damage was not caused by any manufacturing fault.

They offered a chargeable repair and, at that stage, Myra enlisted my help. I asked the store for a comment but was told the manager was away until Monday and he was the only one I could speak to.

Instead of waiting, I put in a call to regional controller James Roger, who agreed to investigate.

He got back to me within 24 hours with good news. He said: “I would not agree the furniture is peeling but there is a bit of colour which has come off.

“There is a black mark on the seat and I am happy to do whatever the customer wants.

“We could repair, replace, or refund depending on what she feels would resolve the issue.

“I know Mrs Crackett won’t accept a repair but the other options are possible.

“The last thing I want is to be at loggerheads with the customer.”

I passed the news to Myra who said she would like a refund on the £449 chair.