Tim purchased a set of outdoor chairs from a furniture store. He paid $230 for six fold-out chairs made from treated timber and canvas.
After only two weeks, Tim noticed that one of the chairs had a large crack running up one of its legs. Tim knew the chairs had been in perfect condition when he bought them so he took the faulty chair back to the furniture store to ask for a replacement.
When Tim returned to the store with his proof of purchase, the attendant was reluctant to give him a replacement chair. Tim explained that he was happy with the chairs, and he just wanted to exchange the single faulty chair for a new one. The attendant refused, saying that he didn´t want to break up a new set of six just to give Tim one chair.
What should Tim do next to try and get a replacement?
Because the product is faulty, it has failed to meet the 'consumer guarantee'. Tim is entitled to his choice of a refund, replacement or repair. Tim did the right thing by immediately contacting the store and asking for a replacement.
As the store attendant is not willing to do this, Tim´s next step is to write a letter to the manager of the store, outlining the situation and setting out how he would like the situation remedied.
In this case, Tim emailed the store and, within an hour, received an apologetic phone call from the manager. The manager asked Tim to return to the store and promised to personally ensure that a replacement chair would be waiting for him.
Read more about your rights when a product is faulty.
Last reviewed 30/11/2011