Custom Furniture Delivered With Multiple Defects — Am I Being Unreasonable for Wanting Replacement/Refund Instead of Repairs?
I ordered a custom bedroom set for my mother from a local furniture seller. The total cost was around 62k, and I already paid 40k in advance.
The furniture was also delayed significantly. Delivery was promised for April 28, but it was delivered on May 11.
After delivery, we noticed multiple issues:
- The queen bed mattress does not fit properly and leaves visible gaps.
- The support/base sheet under the mattress is unstable and can fall/slip if moved slightly.
- Wardrobe lock issues (one lock defective, another wardrobe missing proper safety lock).
- Screws are protruding/sharp in some places.
- Lamination/finish is chipped around screw areas.
- Overall finishing quality looks rushed.
The seller initially said these are “minor issues” and even said things like “if you wanted perfect furniture you should buy from expensive places,” which honestly felt unprofessional.
Now the seller wants to take the furniture back to the workshop for repairs, but I’m uncomfortable handing over full custody because:
- trust has already been damaged,
- there was already a long delay,
- and I’m worried the process will turn into “accept whatever we give back.”
I still have the remaining payment (22k) unpaid.
At this point, I’m considering these options:
Replacement with a properly finished unit
Refund
If repairs are necessary, then either on-site repair or some financial security before handover
Am I being unreasonable here?
Would you trust the seller with full handover at this stage, or insist on repair/replacement under stricter conditions?