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Bed store charged a cancellation rate after giving unhealthy recommendation | Consumer affairs


I’m 80 years outdated and not too long ago misplaced my spouse of 54 years. I sought after to interchange our mattress and in March I ordered a small 4ft double from HSL in Bristol.

The salesclerk used to be useful and confident me the mattress would have compatibility up the stairwell of my 1932 semi-detached space.

However, when it arrived the supply males stated there used to be no manner they may get the body and bed up the steps, in order that they needed to take it away. This left me feeling distressed and perplexed.

After dialogue with my circle of relatives I cancelled the order however found out that below the phrases of the contract I might be fined 30% of the £2,485 price, which is £745.50. My circle of relatives suppose that is over the top and it must be lowered to hide the corporate’s prices because the mattress and bed are emblem new and may also be resold.

You recognize that HSL’s cancellation coverage used to be defined within the gross sales contract you signed and the corporate additionally units it out obviously on its website online. However, you’re feeling you got unhealthy recommendation within the retailer and the penalty you face must be lowered to replicate that.

When we contacted HSL in your behalf, the corporate stated: “Our phrases and prerequisites obviously state that it’s the buyer’s accountability to make certain that the correct get entry to is to be had to verify a success supply.”

However, it added that whilst not able to verify that the salesman had equipped you with the peace of mind you declare, buyer pleasure used to be its “primary precedence”. It has agreed to cut back the cancellation price to ten% (£248.50) and has reimbursed you £497.

You suppose that is honest and feature purchased another, less expensive mattress from John Lewis, which you might be more than pleased with.

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