Bespoke Chair Advice Needed.

[Sofabespoke]

Good afternoon

We are a sofa and chair manufacturer celebrating 20 years of trading in bespoke pieces.

I have a customer that has had a bespoke chair made for her by ourselves.

How we work is that we sit the customer in a model here on display, we then plus or minus the measurements so that the customer gets what they want. We actually make the furniture here on site so there is no guess work.

This particular customer is small and suffers terribly with her back so she decided on one style of chair which we then made to measure to her requirements and her comfort.

For example -

Less 1.5" to the seat height
Less 1" to the seat depth
Adding 2" to the seat width
Dark legs with castors
Chenille fabric in Apple Green

This was all done for her and delivered on 5th August this year.

At home she decided that she wasn't comfortable sitting in it for a longer time than she did here in our showroom. The customer came back into the showroom to sit in the original chair here and then decided that she preferred the seat height of the original, we then ordered in the new legs for her and also offered to make her a padded headrest, all of this was free of charge.

When the legs arrived we arranged to deliver and fit at the customer's home.

This time she was delighted and very comfortable, even the husband stated that he was happy with it and he would use it even if she didn't. We left happy that the customer was happy.

I have had another call from the husband this morning stating that his wife is again uncomfortable sitting in her chair for any length of time, she is not happy with it. She does suffer with her back which is deteriorating anyway. I asked him what exactly did he want us to do as we have pretty much exhausted what can be done to make alterations to her initial exact requirements and she was happy after both visits, he stated that he is no longer happy with it and we should take it back.

I would really appreciate your expert advice in this matter if at all possible.

With regards and thanks

 

[Mr D]

Possible her deteriorating condition is causing changes such that what did meet requirements no longer does.
Return of bespoke item that used to meet requirements? Not sure there is a right, however up to you.

 

[CompleteWeb]

I agree. I'm pretty sure that with personalised or customised items, you're not obliged to accept the return. It sounds like you've been pretty accommodating so far.

 

[CompleteWeb]

I'd be interested to know how you managed to deal with it if you're comfortable sharing the outcome

 

[MOIC]

An air compression seat and/or back cushion may help.

 

[Root 66 Woodshop]

What does your terms and conditions state with regards to returns?

 

[TotalWebSolutions]

Presuming you are sofabespoke.co.uk I would say the below exert from your terms and conditions covers you in the first instance and actually you've gone above and beyond to try and satisfy the customer (twice no less)

"We advise our customers to fully understand that once these items have been manufactured they cannot be returned unless a structural or manufacturing fault is proven by our service team"

 

[obscure]

"We advise our customers to fully understand that once these items have been manufactured they cannot be returned unless a structural or manufacturing fault is proven by our service team"

While the first part is great, I would argue that the part in bold is unnecessary and unenforceable. If the OPs service team say there isn't a manufacturing fault but the client goes to court then ultimately the court can and will make a decision that there is.