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I’m 80 years previous and just lately misplaced my spouse of 54 years. I needed to exchange our mattress and in March I ordered a small 4ft double from HSL in Bristol.
The salesperson was useful and assured me the mattress would match up the stairwell of my 1932 semi-detached home.
Nevertheless, when it arrived the supply males mentioned there was no method they might get the body and mattress up the steps, in order that they needed to take it away. This left me feeling distressed and confused.
After dialogue with my household I cancelled the order however found that underneath the phrases of the contract I’d be fined 30% of the £2,485 price, which is £745.50. My household suppose that is extreme and it must be diminished to cowl the corporate’s prices because the mattress and mattress are model new and may be resold.
DT, Bristol
You acknowledge that HSL’s cancellation coverage was outlined within the gross sales contract you signed and the corporate additionally units it out clearly on its web site. Nevertheless, you are feeling you got unhealthy recommendation within the retailer and the penalty you face must be diminished to mirror that.
Once we contacted HSL in your behalf, the corporate mentioned: “Our phrases and situations clearly state that it’s the buyer’s duty to make sure that the suitable entry is out there to make sure profitable supply.”
Nevertheless, it added that whereas unable to substantiate that the salesperson had offered you with the reassurance you declare, buyer satisfaction was its “primary precedence”. It has agreed to scale back the cancellation cost to 10% (£248.50) and has reimbursed you £497.
You suppose that is honest and have purchased an alternate, cheaper mattress from John Lewis, which you’re very pleased with.
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