Luxe Furnishes Arvostelua 

Final Request for Refund – ES104 Lobby Office Chair

Dear Customer Services,

Thank you for your email and for providing your comments regarding the ES104 Lobby Office Chair.

Unfortunately, we do not accept your assessment or the reasoning you have provided.

The chair is used solely within a normal office environment. As with any office chair, the left-hand armrest naturally receives more regular use than the right, as it is where the user habitually rests their arm whilst working. This is entirely ordinary and foreseeable use. The fact that the piping on the left armrest has worn through after only four months clearly demonstrates that the material, construction or design of the armrest is not sufficiently durable for its intended purpose.

Furthermore, the close-up photographs of the seat cushion show that the coloured leather finish is also deteriorating. There is clear evidence that the pigmented surface coating is lifting and degrading through normal sitting, again after only four months of use. This provides further evidence that the upholstery finish is not capable of withstanding ordinary day-to-day use expected of a premium office chair.

It is important to note that this is not an isolated incident. The original chair was replaced because it exhibited virtually identical premature wear to the upholstery. The replacement chair has now developed the same defects within four months. The recurrence of the same failure strongly indicates that this is a systemic issue with either the upholstery materials, the manufacturing process or the design of the chair, rather than anything related to the way the chair has been used.

Based upon the evidence, the defects appear entirely consistent with premature failure of the upholstery materials.

Specifically:

The damage is concentrated on the piping (welt cord) along the front edge of the armrest.
The outer coloured finish has worn away, exposing the lighter substrate beneath.
The remainder of the armrest remains largely intact, indicating a localised material failure rather than excessive or abnormal use.
There is no evidence whatsoever of:

accidental damage;
cuts or abrasions caused by sharp objects;
pet damage;
chemical damage;
misuse or neglect.
The wear is entirely consistent with the surface coating prematurely failing through ordinary everyday contact.

Possible causes include:

inadequate durability of the leather or coated leather finish;
insufficient abrasion resistance of the upholstery material;
defects arising during manufacture;
or a design flaw whereby the protruding piping receives excessive friction during normal use.
Regardless of the precise cause, the result remains the same: the chair has failed far earlier than any reasonable consumer would expect.

Under the Consumer Rights Act 2015, goods supplied must be:

of satisfactory quality;
fit for purpose; and
sufficiently durable.
A premium leather office chair should reasonably be expected to withstand normal office use for many years, not exhibit significant upholstery failure within four months. Given that this is now the second chair to suffer substantially the same defects, it is evident that the previous replacement has failed to remedy the underlying issue.

Accordingly, we once again request that Luxe Furnishes provides a full refund for this chair.

Should you decline to resolve this matter, we will have no alternative but to commence proceedings in the County Court (Small Claims Track) without further notice. In those proceedings we will rely upon:

the complete correspondence between ourselves;
photographs documenting both the original and replacement chairs;
evidence demonstrating that the defects have occurred during normal office use;
and our statutory rights under the Consumer Rights Act 2015.
In addition to seeking reimbursement of the purchase price, we shall also seek recovery of the applicable court fee, statutory interest pursuant to section 69 of the County Courts Act 1984, together with any other costs that the Court considers recoverable.

We trust that litigation can be avoided and invite you to reconsider your position. Please provide your substantive response within 14 days of the date of this letter.

Yours faithfully,

Kouros Sissan

Enclosures : Defective pictures of arm chair