Recliner chair resolution after Crusader last resort appeal

The misery of a wife living with agonising pain was compounded when the £3,287 recliner chair that she and her husband bought to ease her distress didn't work, was returned for repair but then disappeared, leaving them in an awful position. To their immense relief after almost a year they have a replacement. But Andrew and Penny Fletcher's experience is a warning to all about what to ensure before making a major purchase so if trouble strikes you're not at a total loss.

After the first delivery a wave of whammies assailed the pair, who bought the specially made item from The Mobility Furniture company, which crafts the furniture in the UK. The Fletchers chose to pay with a deposit by cheque and the remainder with their bank card.

If you've been affected by this issue or feel you've been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk

But from the start Penny, who suffers both with osteoporosis and spinal problems, found it impossibly uncomfortable. Subsequent adjustments didn't help and then a topper seat cushion was supplied.

"But the coil sprung seat that had been recommended was still far too firm," says Penny. "Everyone, including the company and our bank told us we could not get a refund. It had been going on so long it wasn't possible even through our debit card."

Then the company collapsed and a new owner Loki Enterprises, trading under the same Mobility Furniture brand name, took over and a compromise found with the seat cushion being replaced with softer foam and each party sharing the cost and paying £75 each.

The original chair was collected in January and then things went quiet until in April "we had a call saying it had been lost, would need to be remade and the factory was busy but they hoped it would be delivered by late June," Andrew told Crusader. "Penny's health has deteriorated and your help is our last resort, a loan chair would be better than nothing."

Crusader contacted The Mobility Furniture Company explaining Penny's plight and a couple of days later got a reassuring response. "It was under the previous company ownership, but we will honour this. I will ensure the new chair is made and if it is a few weeks will offer a loan one in the circumstances," the company confirmed.

Although appreciated it turned out even that wasn't necessary as the new chair was delivered within days making life more bearable both for Penny and Andrew who thanked Crusader for our support. [names have been changed]

Buying bespoke and specially made furniture - what to watch out for

When a company falls into administration and is bought by another, if that liabilities can change and affect rights of return. Rights returning bespoke furniture too are more limited so always check the contract and any manufacturer's warranty, bespoke can be a grey area.

However, if the item is faulty or not fit for purpose/not as described goods can be rejected for a full refund with 30 days of receipt. Within six months that becomes a repair or replacement and if this fails a refund can be claimed. After six months the customer has to prove the fault was present at the time of sale.

Check anyway if a retailer will accept a non-faulty return, but they aren't obliged to. With expensive purchases, always pay by bank debit or credit card to have the most protection, steer clear of cheques.