Heal’s failed to refund me for my faulty £1,250 Ercol desk

I was sent a damaged product and there were parts missing on the replacement

I ordered and paid for an £1,251 Ercol Pero desk from Heal’s in October last year (reduced from the full price of £1,390). It was delivered on 9 December. The “cable management tray” was faulty and there was other damage to the drawers, so I complained. It took until 30 January to receive confirmation Heal’s was sending a replacement. Meanwhile, I had disposed of the desk it was supposed to replace. The replacement arrived at the end of March but on this one there was no tray so the delivery team took it back. Heal’s said they would send a third desk. But in April, I was told Ercol had redesigned the desk to exclude the tray altogether. Ercol would refund Heal’s and Heal’s would refund me, but I had to return the original faulty desk – and work on the floor? I suggested they refund me in full and I keep the desk. What would they do with it anyway?

JG, Somerset

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