SCS Faulty Sofa

Henry_Hoover_2

I'm so stressed out.. I could just cry!

Since my last post, I send a "final letter before action" and asked them to replace the cushion within 10 days or we will be starting legal proceedings.

Head office called (very apologetic) and said they have ordered us a new cushion, which will be ready in 7-10 days, and they will call me on Tues 2nd to confirm a delivery date.

They also said that when the cushion is delivered, they will come and do a full report, and decide what to do from that. (As the cushions as sagging and the filling is bunching together).

The next day, a letter arrived, saying it will be ready in 8-10 WEEKS. :mad:

I didn't query it, and thought I would bring it up when they rang yesterday. Surprise surprise, they didn't call...

I rang earlier, the person I spoke to was very rude, and told me it won't be ready until w/c 22nd June!

I am absolutely fuming. I have no choice now but to take them to the small claims court for the cost of the sofa.

Sorry for rambling...

Has anyone else had to take a company to court? I feed quite scared, i'm only 21, I look very young and i'm worried that they will think "oh, she's just a little girl" and intimidate me.

please help!!

Purpledaisy_2

Serve them with court papers / a solicitors letter and they will soon pull there act together, what settee is it you have?

Henry_Hoover_2

I have a 3-seater scatter back - http://www.scs.co.uk/product.php?id=1090

Is it quite easy to serve court papers? I assume I just fill in a form?:o

Argh, I thought thy would resolve the problems before it got this far!

Fire_Fox

Henry_Hoover wrote: »

I'm so stressed out.. I could just cry!

Since my last post, I send a "final letter before action" and asked them to replace the cushion within 10 days or we will be starting legal proceedings.

Head office called (very apologetic) and said they have ordered us a new cushion, which will be ready in 7-10 days, and they will call me on Tues 2nd to confirm a delivery date.

They also said that when the cushion is delivered, they will come and do a full report, and decide what to do from that. (As the cushions as sagging and the filling is bunching together).

The next day, a letter arrived, saying it will be ready in 8-10 WEEKS. :mad:

I didn't query it, and thought I would bring it up when they rang yesterday. Surprise surprise, they didn't call...

I rang earlier, the person I spoke to was very rude, and told me it won't be ready until w/c 22nd June!

I am absolutely fuming. I have no choice now but to take them to the small claims court for the cost of the sofa.

Sorry for rambling...

Has anyone else had to take a company to court? I feed quite scared, i'm only 21, I look very young and i'm worried that they will think "oh, she's just a little girl" and intimidate me.

please help!!

Why are you still dealing with this organisation by telephone? They write to you and you ring them back: you really need a paper trail if you are going to go to the small claims court. In any case the last time you had any success was after consumer direct advised you to write a letter!

Henry_Hoover_2

I have been dealing with them by letter... they only acknowledged my letters with a standard reply, then rang to say they have ordered a new cushion.

I only called yesterday because they were supposed to ring me on Tue to confirm a delivery date - there would have been no point in writing just to ask them why they didn't call when they said they would?

Do you advise that I refuse to speak to them by phone?

Fire_Fox

You need as much in writing as possible or companies deny deny deny you ever spoke to them! I don't usually supply companies I am in dispute with (yes there have been a few over the years!) with my phone number, and all letters are recorded delivery. If they do ring you by all means speak to them but ask for confirmation in writing.

Experience tells me phone calls are ineffective, people just don't do what they say they are going to. However ... take notes EVERY time you call them or they call you, FULL name of the member of staff, department or job title if a big organisation, dates and times of the call. You can then quote this back at their supervisor, or in a letter if things go wrong. Once you have someone's full name their attitude does tend to change.

Henry_Hoover_2

I have been taking notes when they call and jotting details down in a diary, it's made it a lot easier to be able to refer back.

I posted a letter today detailing all the problems i've had, and requested that they refund in full within 14 days or I will take legal action.

I'm scared to go the small claims route, but i'll be glad when this is all over.

I rue the day I ever walked into SCS!!

carolwat

My faulty sofa situation has now been resolved following a phonecall from SCS today asking me to go instore and choose another sofa. Its not ideal as I would have just preferred a refund and gone else where but im happy to go along with this at the moment as I havnt the time nor the energy to argue for a full refund at the moment. I shall get a different sofa and see how it goes from there and should this one develop any problems I will be seeking a full refund.

I hope you are successful in achieving your solution.

Henry_Hoover_2

:jThats great news!

Like you say, a replacement is not ideal, but its better than a repair. Hopefully your new one will be free of faults.

Now I just have to sit tight and wait for them to get back to me. I hate confrontation.

Cardamom

Purchased an SCS sofa under a year ago. Pushy sales assistant, promise of 4-6 weeks delivery, good quality sofa on display - Big mistake.

We didn't get a sofa of the same quality as that on display. Sofa was delivered on later date than arranged after being changed numerous times throughout our wait for delivery. When we got the sofa we weren't happy with the quality of the foam in the seats but stupidly didn't get on to them about it.

We didn't really use the sofas for the first few months as we sit in the other room, but in the past few months have started to do so and surprise surprise the foam seats have dipped in the middle and the seams have come apart on said seats!

Phoned the store and was told that they don't deal with repairs and to go directly to customer services. DON'T ring the 0870 number - there is an alternative on saynoto0870.com (just type in scs sofas) anyway we rang that number a couple of times to be told that they don't deal with repairs and that they would obtain our details from the store we purchased the sofas from. Couple of days later....no call backs. Rang said store we purchased from and they have heard nothing from scs customer services regarding details and the sales assistant who I spoke to said that everything is dealt with at head office so he is unsure why they would tell us that queries get directed to the store we purchased the sofa from. Absolutely fuming at this stage as they have just fobbed me off and the store sales assistant admitted as much!!!

I have about 2 months to go until my one year warranty ends. Will they just delay it until the two months have gone so that they don't have to replace the cushions? We don't want a repair as the quality of the seat cushions is shocking!

Am I in for a lengthy battle?