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Expensive recliner chair promised comfort but only brought pain A £2,800 bespoke chair promised hours of comfort for housebound widow Muriel Renery, 88, but pain is all she has experienced since it was delivered last autumn. Muriel bought the chair from the Mobility Furniture Company Ltd. A year later the riser recliner stood in her sitting room unused and a constant reminder that there was no sign of a solution. So Muriel’s niece Jane asked Crusader to help.“My aunt is frail and very disabled and sleeps in her chair so it has to be comfortable. This one is not.“We have complained but everything seems to take so long to sort out. It has been so difficult for my aunt and she has been forced to buy another chair.”Muriel told Crusader that she approached the company after seeing its advert. A salesman visited her home. She says there was no pressure to buy but she did not try the demonstration chair. No one else was present.GETTY • Pic posed by modelGETTY • Pic posed by model
I felt there was no support as if it was too big and more suited to a larger person When the made-to-measure chair eventually arrived Muriel found it uncomfortable so she contacted the Somerset-based company. It responded by sending a representative to her home but the visit ended in failure.The representative couldn’t adjust the chair’s padding because there was no zip to access it. Muriel was told the stuffing could be cut to make the chair more comfortable but was told it would cost £223. I felt there was no support as if it was too big and more suited to a larger person,” she says. With the situation unresolved, Muriel asked a second company to supply a replacement chair.It was only then that she was told why the original chair was so uncomfortable. “The man said the seat was four inches deeper than I needed and what had been ordered,” she explained.If Muriel’s chair was not the same size as that ordered then it was not bespoke and it strengthened her case to have it changed or to receive a refund.
When we put these points to the Mobility Furniture Company, managing director Peter Kitson challenged parts of Muriel’s account on how the sale was conducted.“When we make an appointment to see anyone in their home, we always ask if they would like someone at the demonstration… to ensure we cannot be accused of miss-selling in any way. Muriel’s niece informed us that her carer would be there.“We also lent her a loan chair free of charge after seeing her. All our demonstrators carry a sample chair. We always offer a demonstration and would only not do so if a customer asked.”On Muriel’s form, he says, the No box was ticked with the comment “not required”. GETTY • Pic posed by modelGETTY • Pic posed by modelThe company says it tried to visit Muriel several times after it was made aware of the padding problem but says it was refused entry.“I am unable to comment on whether the chair is an incorrect size as we have not been granted access,” said Kitson who was formerly involved in another mobility aids company, the now defunct Great British Mobility Group.But recognising Muriel’s plight he added: “I’m happy to collect the chair and issue a full refund but would not accept that we have done anything wrong.”