nightmare scenario

arsenalboy

Would appreciate peoples views on this please.

I will not name the retailer as I don't think that is fair but it is either M&S, John Lewis or House of Fraser i.e., a national retailer with good name and customer service.

5 years ago I purchased 2 leather sofas from this retailer for £2000. One of the units failed in a big way after only 3 months and this was promptly replaced. This unit lasted for a year before it failed again, it was promptly replaced once more.
This time it lasted 2 years before failing again in Jan of this year. I was told by the retailer that there had been a manufacturing problem with this settee and that the manufacturer had agreed to repair for up to 5 years. The sofa was picked up by the retailer and sent away for repair. It was away for a number of months but as we had a loan of the same type we did not worry.

When it was returned a couple of months ago we were convinced it was not ours and through investigation over a number of weeks that has proved to be the case. The retailer agreed to replace this settee and the other settee without question ( so that there would be no colour descrepency between the 2 leather sofas.)
They arrived today with the new furniture but it was completely the wrong furniture so it went back again!!
Unfortunately the delivery guys, who work for the retailer, tracked dogs muck extensively throughout the house.
We don't know what to do and what is and is not reasonable?
The whole of the ground floor is stripped floors and this is where the muck was and it took us hours to satisfy ourselves that we have cleaned it all away.
The retailer is full of apologies and says they want to compensate us for the continued catalogue of errors and compensate us for the dog mess problem today. They have also said they will either replace the furniture as promised but said they would understand if we wanted a full refund, we paid for this 5 years ago.
I asked them what they were thinking about in compensation but they want me to ask for something!

What should I be asking for? They have always accepted their responsibilities but the whole thing is a comedy of errors and of course today is the last straw.

What would you do?

evilgoose

I think that the retailer has been very good (well, acted as they are supposed to) as opposed to some of the horror stories you hear - I dont mean to diminish the inconvience you have experienced.

I'm awful at bartering and the like, but would say a fair level (IMO) would be the value of the inflation/average interest rate ontop of your purchase cost.

AS for the dog mess - I dont know what would be fair.

Good luck.

Nile

Hello arsenalboy

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

facingthefuture

What fantastic customer service.Get a straight refund, and a decent carpet clean in all areas (take pics first) . Let them know your satisfaction depends on the latter working.
Decent though whoever they are!

sarahg1969

You have been very unlucky, but I agree with a previous poster that you seem to have received pretty good service from the retailer, despite all the problems you've encountered.

As for the dog muck, that was a very unfortunate incident that was a mistake, and not a fault of the retailer.

I don't know what to suggest. I think I'd just thank them for their service, and tell them I've managed to clean it up (not that I could - I'd have to leave that to hubby - eeeurgh), and leave it at that, Hopefully, they will think of some way to compensate you.

Networkguy

First of all, please do name the retailer. Sure they have messed up but it is clear that they really want to put things right and do the right thing by you.

Mistakes happen. It's how you deal with them that's important and in this case, it looks like every effort has been made and from what I have read here, I would like to buy from this sort of company in the future.

I would suggest that assuming the mess is cleared up (and the cost of doing this is covered) then your best option would be to choose a new suite from the same retailer and if that costs more than what you paid first time round ask the retailer to stand the difference. Perhaps a 3 seater rather than a 2 or an extra chair. That sort of thing.

Failing that something to go with the new suite (lamps, tables, scatter cushions etc). The mark up is high but so is the value to you so it's win win for you and the retailer.

They are clearly trying to put thing right so don't try and screw them and I am sure everything will be good in the end.

pinkshoes

I think you should name the retailer, as they obviously have very good customer services, unlike many other companies, and deserve credit for the excellent way they've handled this.

I wouldn't know what to ask for. Perhaps just a new set of sofas? It's hard to find good customer service like that, so although you've had an issue, at least you know if you ever have an issue again, it will be dealt with in a professional manner, unlike many other furniture companies who have numerous complaints about them on this forum!!!

arsenalboy

I don't think it appropriate for me to mention which retail chain this is as the issue is live.
It was one of the 3 I mention and I would expect the other 2 to be just as good.
As I said, this whole episode has been a comedy of errors. Whilst they have always been willing to replace it has not been without its errors.
A letter I wrote to the department manager was filed without him/her seeing it. The loan sofa when it arrived was sealed in like a body bag arrangement for hygiene purposes, but full of crumbs down the sides of the cushions .
As I said earlier we still have furniture that used to belong to somebody else and the retailer would not believe us for some time:mad: .

The headlines on this show that the retailer has always responded but on each occassion it has been like pulling teeth.

Thanks for all your comments.

VfM4meplse

arsenalboy wrote: »

I don't think it appropriate for me to mention which retail chain this is as the issue is live.

My money's on John Lewis. Any takers?

dangeroussports

Nah, M&S. Theyre the only ones out of three to supply cheap sofas at £2k for two. John Lewis is maybe but only if the op brought them in a sale, house of fraser...nah...

OP, was it M&S? gotta be....