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  • FIRST POST
    • picardygirl
    • By picardygirl 10th Mar 17, 8:32 AM
    • 515Posts
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    picardygirl
    Harveys - delivered different sofa from order
    • #1
    • 10th Mar 17, 8:32 AM
    Harveys - delivered different sofa from order 10th Mar 17 at 8:32 AM
    We purchased a corner sofa and a 3 seater from Harveys early January 2017, wait time approx 7 weeks, Harveys were reasonably good in keeping contact, and order was received within 7 weeks. Delivered on 27 February 2017.

    Delivery guys were good, all at first seems well - as they left my friend was here and I was showing her how the head rests are adjustable, BUT we got to the corner and the head rests were fixed! The sofa in the store had adjustable head rests on ALL backs of the sofa. At first thought i imagined it, hubby agreed with me, daughter agreed with me as we all saw sofa in store.

    Looked online, couldnt find the model in a corner unit, so the next day went back to the store and there was the sofa in exactly the same place as when we ordered with all adjustable head rests!

    I spoke to the assistant in the store who got the store manager who said "ah yes, the manufacturers have stopped producing that model with adjustable headrests" - this was done mid January apparently, but after our order was accepted.

    He asked what our preference was either to take compensation and keep the sofa as is - or he 'may' be able to go to the manufacturer to get a new corner made as per our order. So we said we wanted the sofa we ordered. I was promised a phone call later that day, but he'd had 3 other customers replacement orders accepted so he was 'quietly confident', later that day received courtesy call to say due to time zones where sofa is made they would have to come back to me the next day, again next day another courtesy call to say still awaiting a response ..... fast forward a week no calls ..... so i telephoned Harveys yesterday, the same lady, didnt have a clue til i prompted her of my issue why i was calling, i appreciate she may get many issues to deal with, but after giving her my name, order number and she said 'yes i have your order in front of me, what can i help you with' i clearly wasnt on an awaiting call back list - she spluttered and said ah sorry thought the manager had called you, she needed to check emails and would come back to me, an hour later she came back to me to say the manufacturer has agreed to make our corner sofa as ordered, another lead time of 7-8 weeks, please free feel to use the corner as yours in the meantime!

    So my question is, have we got any reclaim against Harveys for delivering the wrong spec sofa without informing us, I truly believe they were hoping we wouldnt notice. They said they are awaiting the new model to arrive in store, had the old model not still been in store, would they have ever told me!

    We have paid (or will be paying for these goods) via their finance company, which we heard from as soon as the sofa was delivered, I know this is a separate company to Harveys - but have we any recall for any compensation via a mis-selling act or withholding information etc.

    Thanks to all who have taken the time to read our saga, but this has left a very sour taste, we viewed many many sofas and at first did wonder if we had confused this with another model - is that what Harveys were hoping.

    If a couple of weeks after we placed our order, we were informed of model change, do we want to cancel, accept compensation etc, then that would be our choice, but to be delivered a sofa which was of a different spec, we find unacceptable!
Page 1
    • agrinnall
    • By agrinnall 10th Mar 17, 9:04 AM
    • 18,703 Posts
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    agrinnall
    • #2
    • 10th Mar 17, 9:04 AM
    • #2
    • 10th Mar 17, 9:04 AM
    Yes, you are entitled to £1 million, and my cut for that advice will be 10%.

    Really, you will be getting what you ordered, just a bit late. Until then you have a place to park your behind. Personally I wouldn't bother to take it any further, but if you kick up a fuss you may get Harveys to offer a small refund.
    • cono1717
    • By cono1717 10th Mar 17, 9:06 AM
    • 645 Posts
    • 455 Thanks
    cono1717
    • #3
    • 10th Mar 17, 9:06 AM
    • #3
    • 10th Mar 17, 9:06 AM
    Besides compensation for the delivery day extra you have to take I'm not sure what else you think you'd be entitled to?

    Harveys have a duty of care to put you back in the position you would have been prior to the contract breach, in this case they could have refunded your money and left you with nothing. I assume they let you sit on the wrong couch for the 7 weeks it will take to get the right couch in?
    • picardygirl
    • By picardygirl 10th Mar 17, 9:46 AM
    • 515 Posts
    • 219 Thanks
    picardygirl
    • #4
    • 10th Mar 17, 9:46 AM
    • #4
    • 10th Mar 17, 9:46 AM
    Yes, you are entitled to £1 million, and my cut for that advice will be 10%.

    Really, you will be getting what you ordered, just a bit late. Until then you have a place to park your behind. Personally I wouldn't bother to take it any further, but if you kick up a fuss you may get Harveys to offer a small refund.
    Originally posted by agrinnall
    Sarcasm, yeah very amusing!

    Yeah really, maybe I will get what I ordered, eventually, because I've had to ask, so i agree to pay thousands of pounds for goods for them to deliver the wrong thing and say nothing!

    Im not one chasing after the compensation culture, but I ordered goods for a large retailer and expected to be delivered the goods I ordered, not have to ask and chase for the correct goods, when they knowlingly knew I was being delivered the wrong goods!
    • lewishardwick
    • By lewishardwick 10th Mar 17, 10:01 AM
    • 483 Posts
    • 591 Thanks
    lewishardwick
    • #5
    • 10th Mar 17, 10:01 AM
    • #5
    • 10th Mar 17, 10:01 AM
    The replacement sofa will take 7-8 weeks. That's what you get with made to order items and problems arise.

    They are leaving you with the incorrect sofa until the correct one is available and delivered. That is NOT an inconvenience. I assume they're not trying to charge for the delivery of the correct sofa?

    You have no REAL proof that they were trying to deceive you. They have a large number of sofas with a large number of sales staff. You cannot expect them to remember every detail of every sofa. I wouldn't expect a PC World employee to know the intricate detail of every TV, Laptop and PC in the store!

    Do remember that a lot of the people who work in these stores are paid little more than NMW with commission on top.

    Use the sofa they delivered, sit back and relax.
    • theonlywayisup
    • By theonlywayisup 10th Mar 17, 10:06 AM
    • 11,414 Posts
    • 7,682 Thanks
    theonlywayisup
    • #6
    • 10th Mar 17, 10:06 AM
    • #6
    • 10th Mar 17, 10:06 AM
    Sarcasm, yeah very amusing!

    Yeah really, maybe I will get what I ordered, eventually, because I've had to ask, so i agree to pay thousands of pounds for goods for them to deliver the wrong thing and say nothing!

    Im not one chasing after the compensation culture, but I ordered goods for a large retailer and expected to be delivered the goods I ordered, not have to ask and chase for the correct goods, when they knowlingly knew I was being delivered the wrong goods!
    Originally posted by picardygirl
    You need to keep this in perspective.

    You ordered a corner sofa with adjustable headrest and one without the headrest was delivered. Mistakes happen and they have been very fair in trying to get you exactly what you ordered even though they are no longer in production. You opted for that resolution.

    Once the correct unit is delivered you could ask them for something for having to have a second delivery. http://www.moneysavingexpert.com/shopping/delivery-rights?_ga=1.29276213.861281255.1488972497
    • PasturesNew
    • By PasturesNew 10th Mar 17, 10:07 AM
    • 60,965 Posts
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    PasturesNew
    • #7
    • 10th Mar 17, 10:07 AM
    • #7
    • 10th Mar 17, 10:07 AM
    It sounds to me like you've got what you wanted - the sofa you expected to receive.

    Yes you have to wait 6-7 weeks, but that'll fly by and you get to use the sofa in the meantime so not sitting on your garden furniture.

    There's no compo to be had here. You ordered, they didn't deliver the right sofa, you told them, they're correcting it and you'll get what you ordered in 6-7 weeks.

    That's what you call "good service" really.

    Annoying, yes. Compo, no.
    • picardygirl
    • By picardygirl 10th Mar 17, 10:53 AM
    • 515 Posts
    • 219 Thanks
    picardygirl
    • #8
    • 10th Mar 17, 10:53 AM
    • #8
    • 10th Mar 17, 10:53 AM

    Once the correct unit is delivered you could ask them for something for having to have a second delivery. http://www.moneysavingexpert.com/shopping/delivery-rights?_ga=1.29276213.861281255.1488972497
    Originally posted by theonlywayisup
    Thank you, this is perfect, it was what i was looking for really.

    We all work and have to arrange days off etc so will give this template letter a go - thankyou again
    • agrinnall
    • By agrinnall 10th Mar 17, 12:06 PM
    • 18,703 Posts
    • 14,416 Thanks
    agrinnall
    • #9
    • 10th Mar 17, 12:06 PM
    • #9
    • 10th Mar 17, 12:06 PM

    Im not one chasing after the compensation culture...
    Originally posted by picardygirl
    Well, in this case it seems pretty clear that is exactly what you are doing.
    • cono1717
    • By cono1717 10th Mar 17, 12:35 PM
    • 645 Posts
    • 455 Thanks
    cono1717
    . I wouldn't expect a PC World employee to know the intricate detail of every TV, Laptop and PC in the store!
    Originally posted by lewishardwick
    Having worked for Currys and PC World...You'd be surprised.
    • picardygirl
    • By picardygirl 11th Mar 17, 10:09 AM
    • 515 Posts
    • 219 Thanks
    picardygirl
    Well, in this case it seems pretty clear that is exactly what you are doing.
    Originally posted by agrinnall
    I know this is an open forum and your entitled to your opinion, just as I am - whether you agree or not is your entitlement - BUT to come out with statements like ' Yes, you are entitled to £1 million, and my cut for that advice will be 10%' - is stupid IMO of course

    My opinion is Harvey's have delivered me the wrong sofa, without thinking to inform me, mistake or not, it is their mistake not mine, I've taken a days annual holiday to take delivery and now will have to take another day when they get the order right, so again IMO i feel peeved, sorry you dont agree with me - and if i can maybe claim back the delivery fee and get acknowledgement that I've had to take 2 days holiday for their mistake I will be happy with that.

    I came on here to ask a reasonable question and expected a reasonable answer - maybe you have nothing better to do that give sarky answers .......
    • takman
    • By takman 11th Mar 17, 12:22 PM
    • 2,884 Posts
    • 2,402 Thanks
    takman
    I know this is an open forum and your entitled to your opinion, just as I am - whether you agree or not is your entitlement - BUT to come out with statements like ' Yes, you are entitled to £1 million, and my cut for that advice will be 10%' - is stupid IMO of course

    My opinion is Harvey's have delivered me the wrong sofa, without thinking to inform me, mistake or not, it is their mistake not mine, I've taken a days annual holiday to take delivery and now will have to take another day when they get the order right, so again IMO i feel peeved, sorry you dont agree with me - and if i can maybe claim back the delivery fee and get acknowledgement that I've had to take 2 days holiday for their mistake I will be happy with that.

    I came on here to ask a reasonable question and expected a reasonable answer - maybe you have nothing better to do that give sarky answers .......
    Originally posted by picardygirl
    The first thing you need to consider is that they didn't do this on purpose it is very unlikely they knew that the sofa was different. It was only a small difference and you didn't even know yourself until you tried to adjust the headrests.

    But there is no need to take an additional days leave, you should have got them to arrange delivery of the new sofa on a day your not at work. But personally I would have asked to have the one if in the showroom (if it's in good condition) for a good discount. They will have to sell it anyway and they can swap it for the one you have to show what the supplier is now producing. So it's win win for everyone and you would be able to get the new one much quicker.
    • picardygirl
    • By picardygirl 11th Mar 17, 1:02 PM
    • 515 Posts
    • 219 Thanks
    picardygirl
    By the look on the assistants and the managers face they knew exactly what the issue was - hey i know i have nothing to go on by the 'look' on their faces to get the truth - but at first they acted like they didnt know what i was talking about, so they knew.

    Then, i got the compensation offer if i was prepared to keep the one delivered, why did they not suggest that prior to delivery? It does change the look completely when all head rests are up so we would prefer to have what we originally ordered - we searched and searched for a sofa that ticked all the boxes for us and this one did.

    I will try and arrange the second delivery for a weekend and see what they say, when the sofa is ready.

    The one in the showroom is grey, with a light grey trim, we have dark brown and a matching 3 seater separately, so the showroom one wouldnt work, good idea though if the colour were the same. Thankyou
    • Anoneemoose
    • By Anoneemoose 11th Mar 17, 6:20 PM
    • 1,789 Posts
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    Anoneemoose
    I think your reaction is a bit OTT. You make it sound like some sort of conspiracy. 'The look' could have been for anything.

    At the end of the day, you will eventually have the sofa you ordered, albeit slightly later than expected. And yes, at least you get to use the others in the meantime.

    In relation to your claim for delivery - you would need to mitigate any losses, so asking them to deliver when you'd be in anyway is a good idea. Obviously, if they won't do that, then they should offer you something to cover your expenses for that day.
    • picardygirl
    • By picardygirl 13th Mar 17, 7:56 AM
    • 515 Posts
    • 219 Thanks
    picardygirl
    I think your reaction is a bit OTT. You make it sound like some sort of conspiracy. 'The look' could have been for anything.

    At the end of the day, you will eventually have the sofa you ordered, albeit slightly later than expected. And yes, at least you get to use the others in the meantime.

    In relation to your claim for delivery - you would need to mitigate any losses, so asking them to deliver when you'd be in anyway is a good idea. Obviously, if they won't do that, then they should offer you something to cover your expenses for that day.
    Originally posted by Anoneemoose
    Maybe my reaction is a bit OTT, but i posted on here for people's opinion on what i could reasonably request - even yourself your saying they should cover my expenses for a second delivery, if that cant delivery when convenient for me that is, I agree.

    Ive said I cant prove anything, yeah 'the look' could have been for anything, but when i questioned it with the first lady, she asked me what my query was, she acted like she didnt know why I was raising an issue, til the Manager appeared - then it turned out the first lady who I spoke to had already had to re-order 3 of these for other customers - funny that she didnt know what I was talking about but she had previously re-ordered 3 of these HERSELF.

    Even the first delivery, I was given a date, wasnt convenient for me to take the day off, so we scheduled it for a day that was, was told timeslot would be given 48 hours prior to delivery, it was, 9am - 1pm delivery, so took entire day off, low and behold delivery was 3pm - could of easily taken half a day, I'm not questioning that day off, things happen, traffic, delivery guys get caught up getting furniture into a house, I'm a realistic person and get that things go wrong sometimes, but to not tell me its not wrong sofa they are delivering is not acceptable IMO of course!

    What i do think is OTT is statements like was quoted in the first reply, but again IMO and I'm entitled to that.
    • cono1717
    • By cono1717 13th Mar 17, 10:19 AM
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    • 455 Thanks
    cono1717
    Maybe my reaction is a bit OTT, but i posted on here for people's opinion on what i could reasonably request - even yourself your saying they should cover my expenses for a second delivery, if that cant delivery when convenient for me that is, I agree.

    Ive said I cant prove anything, yeah 'the look' could have been for anything, but when i questioned it with the first lady, she asked me what my query was, she acted like she didnt know why I was raising an issue, til the Manager appeared - then it turned out the first lady who I spoke to had already had to re-order 3 of these for other customers - funny that she didnt know what I was talking about but she had previously re-ordered 3 of these HERSELF.

    Even the first delivery, I was given a date, wasnt convenient for me to take the day off, so we scheduled it for a day that was, was told timeslot would be given 48 hours prior to delivery, it was, 9am - 1pm delivery, so took entire day off, low and behold delivery was 3pm - could of easily taken half a day, I'm not questioning that day off, things happen, traffic, delivery guys get caught up getting furniture into a house, I'm a realistic person and get that things go wrong sometimes, but to not tell me its not wrong sofa they are delivering is not acceptable IMO of course!

    What i do think is OTT is statements like was quoted in the first reply, but again IMO and I'm entitled to that.
    Originally posted by picardygirl
    Having worked in a furniture place in the office there could be a number of reasons that the lady didn't know about your query, firstly unless you mentioned it she wouldn't say "How's the couch re-order coming along", secondly she could have been away on holiday when the issue was raised and wasn't privy to the goings on (you'd be surprised how much can happen in a week in furniture).

    Whilst some of the responses where a tad OTT I think you could also see this a learning curve, during your initial post you were not very specific, you just wanted to see if there was redress for them delivering the wrong sofa. No.

    However if you were specific about your requests and provided all the information in the first post:
    "Is there redress for the wrong sofa" No. "Is there redress for me having to take another day off" maybe.
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