Unclear instructions for new furniture

Q: I recently purchased a dining table and set of chairs from a local shop. I also bought a coffee table and computer desk from the same outlet. All furniture arrived unassembled, with instructions on how it should be put together.

This was made clear to me from the start. I had no problem with any of the tables, as the tables' board contained clear numbers/letters that corresponded to the legs, so it was easy to understand which part went where.

However, the chairs proved a different matter - markings were unclear, some pieces unmarked, screws and legs did not all seem to fit, a number of screws were rusty, and so on and so forth. I complained about this with the shop and was offered the service of someone coming home to fit the chairs, at a charge.

Is this the way it should be? This is not a case of me asking them to assemble the chairs due to 'laziness' but due to me not having adequate instructions. The chairs should have had the same clear instructions as the other items. Am I right?

A: Yes, in your case you are entitled to the same kind of instructions as the rest of the furniture you purchased. Furthermore, the problem does not seem to regard only the instructions but there may be problems with the actual chairs. If the problem is the chairs, you are entitled to free replacement.

But if it is just unclear instructions, you may request the shop to either provide you with clear instructions or free assistance to assemble the chairs. The trader may at least show you how to assemble one chair and then perhaps you can do the rest.

If either of these requests is refused by the seller, you should file a complaint with the Consumer and Competition Division by calling freephone 8007 4400.