Money Problem: ‘A dry cleaners ruined my sofa and won’t replace it. What are my rights?’

Published

2 days ago

November 12, 2024

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Every week in our Money blog, we answer questions about your financial problems or consumer disputes. This week, a reader asked what rights they had after her sofa was ruined by a dry cleaners.

Reader Maureen asked: “I have had half my sofa covers cleaned by Johnsons, the cleaners. They have been ruined as the Belgian linen was hand washed and the care instructions not followed.

“This happened in July. I have been in communication with customer services who finally agreed that half a sofa could not be reupholstered – and, verbally, said they’d cover the whole suite.

“Last week I received an email from management now reneging on the offer and instead offering a small amount of money that will deem my sofa unfit to use as it won’t cover either a reupholster or new sofa. Where do I stand?”

Our cost of living specialist Megan Harwood-Baynes replied…

You sent me further details of your complaint, including photographs and your correspondence with Johnsons (the bits that have been in writing).

I can see in your email correspondence with Johnsons that they will not pay what you say is required to reupholster the whole sofa. They say their liability to you extends only to the actual covers that were submitted for cleaning.

The original sofa cost you £2,400 eight years ago, and you also have a quote for completely reupholstering it, which comes to £2,560. You (rightly) argue that it’s not really possible to reupholster half a sofa.

Regarding the verbal offer you say was made, Helen Dewdney, a consumer expert at The Complaining Cow, says she always tells people to put everything in writing because there is no evidence when you make phone calls – so bear this in mind going forward.

As for your rights now, your issue falls under the Consumer Rights Act 2005, she says.

“If services are not undertaken with reasonable skill and care and your items get damaged or lost then you have the right to claim compensation,” Helen says.

This can include claiming for the cost of replacing a damaged or lost item, although there may be a reduction for wear and tear of the original item.

Johnsons has already offered some compensation to you (£800). They claim that the age of the sofa means it “holds no residual value” but offered 25% of the original price, an additional £200 as a gesture of goodwill, and a refund of the original cleaning charge.

However, you are not happy with this because you say it is not enough to either fix or replace your “ruined sofa”.

I reached out to Johnsons, and they did not reply, but you told me that two days after I emailed them, they almost doubled the amount of compensation on offer (to £1,500).

You went back to them with a counter-offer of £1,700, they agreed, and you are now finally able to bring the saga to a close (and get your sofa fixed).

Had they not agreed, you could have considered these next steps…

Membership of the Textile Services Association is available to laundries, dry cleaners, textile renters and their suppliers, Helen says.

“If the company you are using is a member, then the TSA offers a conciliation service. You may be asked to prove your claim and, on a loser-pays basis, use the association’s testing service. It also offers an arbitration service if the matter still cannot be resolved.”

However, if the firm is not a member of the TSA – and it looks like Johnsons is not – then you have the option of taking the matter to the small claims court – or equivalents in Scotland and Northern Ireland.

“If a company provides no information whatsoever regarding what you should do if you have a complaint, this is a red flag,” Helen says.

“If a company does not recognise that mistakes happen and outlines what it will do if a problem occurs, it cares little for customer service or reputation.”

This feature is not intended as financial advice – the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via:

WhatsApp us here
Email news@skynews.com with the subject line “Money blog”

Business

Homebase deal leaves 2,000 jobs at risk

Published

9 hours ago

November 13, 2024

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The jobs of more than half of the workforce at the DIY chain Homebase are at risk after the retailer’s owners called in administrators following a failed attempt at a sale.

Sky News reported earlier on Wednesday that around 1,500 people were set to keep their roles as 75 of the 130 stores were set to be snapped up by the saviour of Wilko in a so-called pre-pack deal.

The Range, also a general merchandise specialist, was confirmed as the buyer later in the day.

Teneo, which is handling the process, is understood to have been working to find a buyer for as many of the chain’s sites as possible.

Teneo said in a statement on Wednesday afternoon that up to 70 stores were confirmed to be included in the deal – saving up to 1,600 jobs out of 3,600.

It leaves 2,000 jobs at risk.

Forty-nine other stores will continue to trade while alternative offers are explored.

Sources told Sky’s City editor Mark Kleinman that there had been many expressions of interest in the remaining stores, despite the gloom being felt across the retail sector over the higher tax take demanded in the budget.

The sector has warned of higher inflation and job losses arising from the measures, which include increased employer national insurance contributions and minimum wage levels.

The pre-pack deal – which typically allows a buyer to cherry-pick the assets it wants – brings to an end a six-year ownership of Homebase by Hilco, the retail restructuring specialist.

Teneo had initially been attempting to find a buyer for the whole Homebase business.

The partial sale comprises all those stores in the Republic of Ireland and the Homebase brand and its e-commerce business.

The Range is part of CDS Superstores, which is controlled by the businessman Chris Dawson – nicknamed “the Del Boy billionaire” because of the distinctive number plate on his Rolls-Royce Wraith.

Last year, it paid £7m to buy the brand and intellectual property assets of Wilko, which had collapsed into administration.

Since then, Mr Dawson has opened a string of new Wilko outlets.

Business

P&O spent £47m sacking and replacing 786 mainly British seafarers in 2022

Published

15 hours ago

November 13, 2024

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P&O spent £47m sacking and replacing 786 mainly British seafarers in 2022

P&O Ferries spent more than £47m summarily sacking hundreds of seafarers in 2022, helping it cut losses by more than £125m and putting it on a path to profitability, according to accounts due to be published in the coming days.

The dismissal of 786 mainly British seafarers, and their replacement with largely non-European agency staff earning as little as £4.87 an hour, was hugely controversial, drawing criticism from across the political spectrum and threats of a consumer boycott.

The controversy was rekindled last month when Sky News revealed that DP World, P&O‘s Dubai-based parent, considered withdrawing a £1bn investment at its London Gateway port following criticism of P&O by the Transport Secretary Louise Haigh.

P&O has always maintained the restructuring was necessary to allow it to compete with its rivals on cross-Channel routes, and prevent a total collapse of the company with the loss of more than 2,000 jobs.

In financial statements for P&O Holdings, filed 11 months late and seen by Sky News, the company says the restructuring cost £47.4m including legal fees and consultants, allowing it to cut the overall wage and salary bill by £21.3m.

In a note accompanying the accounts submitted to Companies House, P&O’s directors describe the restructuring as part of a “transformational journey” that will help it return to recording a profit before tax this year.

“The business has been on a transformational journey as it has recovered from the challenges of the global pandemic, Brexit and the impact of disruption caused by the change in the crewing model,” the directors say.

“The group believes that the transformational actions that commenced in 2022 and continue through into 2024 will equip the business to grow profitably when demand rises in the coming years.”

Brexit and COVID financial distress

The accounts reveal the financial distress in which P&O found itself in 2022.

Having recorded losses of £375m the previous year as it struggled to recover from the pandemic-era decline in passenger numbers and post-Brexit complications, it was in breach of its covenants to external lenders underwriting the construction of new hybrid cross-Channel ferries.

Despite the restructuring costs, revenue increased by £83.3m to £918m in the financial year, but the company still recorded a loss of £249m and was reliant on loans totalling £365m from parent company DP World to remain a going concern.

An additional £70m was made available this year, with 4.5% interest rolled up and not requiring any repayment until 2028 at the earliest.

The financial statements also reveal that P&O was forced to sell one of the new cross-Channel ferries to a French subsidiary to pay off an external financing loan of £76.9m, and then lease the vessel back from its ultimate owner.

In a statement, P&O Ferries said: “Our 2022 financial accounts show the challenges faced by the business at that time, and why the business needed to transform into a competitive operator with a sustainable long-term future.

“P&O Ferries has taken steps to adjust to new market conditions, matching our capacity to demand, and adopting a more flexible operating model that enables us to better serve our customers.”

Business

Why P&O Ferries’ pariah status may never change

Published

15 hours ago

November 13, 2024

admin

Why P&O Ferries' pariah status may never change

P&O Ferries’ summary sacking of hundreds of seafarers in March 2022 was and remains perhaps the most ruthless act of “restructuring” in British corporate history.

From the furthest left of the trades union movement to the right of the Conservative government, P&O and its lightning-rod chief executive Peter Hebblethwaite were condemned for shamelessly putting profit before people, without the courtesy of notice and due consultation.

Two years on, the company remains unapologetic and a pariah to some, including the transport secretary. That may never change. But long-overdue accounts for 2022 do illuminate why the company acted as it did.

In 2022, buffeted by Brexit and with passenger numbers devastated by COVID, P&O was holed below the water line, leaking cash and sinking fast.

Losses in 2021 had swelled to £375m, with payroll costs for 3,018 employees – 859 of them seafarers – of more than £132m.

It was also in breach of its covenants on more than £70m of loans from an external lender underwriting the cost of new hybrid cross-Channel ferries.

Only rolling and increasing loans from parent company DP World were preventing P&O from going under.

As well as earning at least the UK minimum wage, those seafarers were bound by work patterns negotiated with unions, including the RMT, that P&O says lacked flexibility and left some crossings unprofitable.

By contrast one of their competitors on the Dover-Calais route, Irish Ferries, was exploiting international maritime law to pay agency seafarers far less.

Mr Hebblethwaite’s response – and DP World insists it was his call – was breathtaking. The unionised workforce was fired by video call, escorted from vessels and, after a four-week shutdown, replaced by workers largely flown in from beyond Europe for rosters involving months at sea.

That move saved more than £21m from the payroll and helped a turnaround the company says will see a return to pre-tax profit this year.

Ask P&O executives in Dover or those from its parent company in Dubai, and they will tell you the ends justified the means, and point out that passenger numbers are increasing.

New laws that came too late for sacked workers

And these accounts have been filed just as legislation takes effect that would have removed any advantage from the sackings.

Since May, French law has required the minimum wage to be paid in French waters, and from December, UK law will require the same, making the Channel a haven of relatively high pay in a maritime industry overwhelmingly fuelled by cheap labour sourced from Asia.

It is an irony unlikely to be lost on seafarers who paid with their jobs.