SCS Faulty Sofa

Bekah

After reading your comments I wonder if anyone could supply me with some advice please?
I purchased a sofa from a store 15 & a half wks ago. The sales advisor was very rude, chewing gum loudly throughout the sale. When filling out our paper work we sat downstairs on a different sofa to the one we wanted to purchase upstairs. To check the colour/size/code etc she had us run upstairs & bring the info down to her. She quoted us up to 10 wks delivery time. I commented on that being a long time as we needed the sofa for a party we were having. She assured us the delivery firm were over quoting & it wouldn't be that long. We then realised that when we brought our last sofa home it didn't fit through our hall way & scratched our walls. Since having them plastered, we wanted to go home to check it would fit before ordering. She kept saying it would fit & just order it. I questioned how she knew it would fit as she had never been to my house! She said it was standard size, never mind that my hall way is not! We said we would leave it, go home to measure & purchase the sofa from a store closer to home. Only then did she pipe up to say she could hold our info if we called back in 24hrs to place the order. That is what we did. Already I was disgruntled by how rude & pushy she was.
On the 10th wk I phoned the store. I asked to speak to the manager as I no longer wished to speak to the sales advisor. He refused to come to the phone but passed messages through her saying in our paper work it states that they do not consider 4 wks over the quoted date unacceptable.
On the 11th wk I called to see if it was ready, I was told not to contact them & the delivery would call me.
On the 13th wk I called the store & was told the manager was on holiday.
On the 14th wk I was told the whole delivery firm was on holiday. Do they take me for a fool?
Today, nearly 16 wks on I called the store. Yet again the store manager is on holiday.
Each time I have called the rude sales assitant has spoken to me. Today's conversation went as followed:
Me: Can I speak to the store manager please?
Her: He is on holiday.
Me: Can you tell me when he will be back?
Her: Monday.
Me: Can you have him call me please?
Her: No, you need to call him.
Me: Is there another manager in I can talk to please?
Her: Call back tommorrow.
She puts the phone down!
She is as rude & unhelpful every time. She recognizes my voice but refuses to have anyone call me saying I have to call them.
I was then left a voice mail from the delivery firm who left me a wrong number to call them back on.
Today I called a customer centre who said they only deal with complaints after delivery. I refused to hang up as I had been on hold for 45mins. They had a lady phone me. I could not have her number as she has no direct line.
3 hours later she phoned me. I told her my story. She said I should write to the store. I refused, I no longer wish to communicate with them. She gave me an address for head office to write to as they cannot be phoned. I also took an address for a regional manager-also cannot be phoned-as I want to make a complaint against the store.
She said there is nothing she can do in way of compensation but I should write my letters, she is contacting the store manager as she feels he should call to apologize & she had the delivery firm call me as they left the wrong number.
I had friends who were going have my old sofa but it has been so long they have a different one now. So now I will be paying for the local council to take it away.
I am infuriated & feel somomone at some point should have just said 'sorry'.
Where do I stand in terms of getting my £52 delivery fee & compensation?

peace4

Having read this thread I'm now starting to panic a little - our whole suite is faulty with wood poking through the bottom of the chair and sofa (both sides) and also a wooden foot is missing replaced by a plastic one making one side of the sofa lower than the other. We are waiting for the upholsterer to come out.

I would welcome some advice though - to keep our money the bank longer we took out the interest free option and the first payment will be due in a couple of weeks - we don't want to make any payments but are unsure how to stop this as cancelling the direct debit could incur charges. Has anyone got any advice.

Thanks

yv007

I would contact trading standards. I'm in a dispute with ScS as well as my corner unit is faulty. Have paid for independant report & ScS are now wanting one of their own. Thsi has been ongoing since beginning of March. But I think trading standards need to be aware & maybe if there are enough complaints then something might get done.

yv007

Henry_Hoover wrote: »

Following on from my previous thread I am still having problems with SCS.

Hi, I was wondering which trading standards you are dealing with. I know that Bolton are dealing with similar problem to mine. Blackburn TS are dealing with my problem. If there are several problems in different areas I wonder if TS could pool their resources to try to get matter resolved & make sure ScS compy with SOGA?

Henry_Hoover_2

I'm dealing with Nottingham trading standards.

I'll let you know what the outcome is!

yv007

thanks, same here. But I will mention it to the rep from Blackburn TS I am dealing with.

Henry_Hoover_2

Well it turns out that the person from SCS who deals with TS is going on holiday this week, then the factory is closed for a fortnight, so he won't be able to look at my complaint until the end of Aug!! I did politely remind him that the issues have been ongoing since March, but he just said "ok, thanks, bye" and hung up! Argh!

Purpledaisy_2

Who are you dealing with there?

Having to wait another months ridiculous!

Henry_Hoover_2

Apparently he is the nominated person who deals with trading standards! It is ridiculous that no-one can/will deal with it while he is away.

It's been dragging on for 5 months, so I suppose a few more weeks doesn't really matter in the grant scheme of things. It just annoys me that they don't seem to have any notion of customer service.