A Hertfordshire resident, known only as Miriam, received £5,400 from a DIY store after rust from one of its products stained her patio. Miriam purchased two pieces of garden furniture, including a pergola, from Robert Dyas in July 2023. Just two months later, a mark had appeared on her resin bonded patio where one of the pergola feet had stood. Miriam initially contacted the company for a replacement foot as a gesture of goodwill, but was told to clean the stain. Despite Robert Dyas agreeing to pay £600 for professional cleaning by the business who laid the patio, this did not remove the stain.
Miriam contacted the JVS show on BBC Three Counties Radio to resolve the issue. Robert Dyas then agreed to pay for the cost of the resin being redone, which came to a total of £5,400. The company immediately gave her £4,800, minus the £600 which had already been paid for professional cleaning. Miriam has praised the company for its response. The problem leg will be replaced after the resin bonded patio is replaced and Miriam hopes the work will be carried out in a few weeks’ time.
Presenter Jonathan Vernon Smith has hailed the outcome as “one of the most astonishing results in terms of a company not only bending over backwards to try and help but going above and beyond”. A spokesperson for Robert Dyas said: “The Robert Dyas Customer Care team is pleased to have resolved this unique query in a collaborative and positive way with the customer”.
Robert Dyas is owned by Dragons’ Den entrepreneur, Theo Paphitis
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