We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Harveys Problem....ongoing!
voodoosphynx
Posts: 9 Forumite
Dig in, guys (and gals)....this is going to be a long post, so I hope you are sitting reasonaby comfortably....
Unfortunately, I'm not - well not at the Braxton dining table that I paid for last July.
Allow me to explain.............
Myself and my partner were due to get the keys for a new property on the 21st July 2008, so were on the market for a dining table for our dining area. We went to Harveys store in Aberdeen on Sunday 13th July 2008, had a browse and a dining table set caught our eye. The set comprised of a dining table, six chairs and a sideboard, with a price of £749.00. We were soon approached by a salesman and made our enquiries regarding availablity, etc.
We were advised that we could expect the goods in two weeks, which was ideal as my partner had arranged holidays for the two weeks from the date of entry (I was only off for the first week *sigh*). This seemed reasonable so we approached the sales counter with the salesman. This is where things got interesting.....
I then received the hard sell on the extended warranties, which I succumbed to (which is unlike me!). I took the cheapest option of three years cover for £59.92, principally to cover any damage to the plate glass surface of the dining table. I was then advised of the flat-rate delivery charge of £50.00. This brought our invoice total to £858.92. The salesman then advised us that this had to be paid in full today - no finance option was offered at this stage, and when I asked about the credit options I was told that only payment in full today would be acceptable. I then made the payment in full on my debit card. The salesman quoted two weeks delivery verbally in store, yet three weeks approximate delivery was printed at the foot of our copy of the paperwork. We did not query this as it was still within the time off that we had arranged for moving. Off we went, happy in the knowledge that we had another item for the new house sorted out.
Or did we.....................
We were advised that we would receive a call from the carrier about a week before delivery to confirm dates, make sure someone was there to receive the goods, etc. When we had not heard anything from either Harveys or the carrier by the 22nd July, I decided to give them a call to get an update. It appeared that the table and sideboard were good to go, but the chairs would not be available until the middle of August and the complete order would be delivered then.
Fast forward to 31st July, another call for delivery update, another delivery date. This time it was going to be 25th August.
Fast forward again to 16th August, another callfor an update, another delivery date. Now it is going to be 29th August.
We are now at the 22nd August, so I called again for another update - The chairs have now arrived in the warehouse and the carrier should be in touch any day. If I had not heard anything from the carrier by the following Tuesday I was advised to contact the store directly and they would check it out for me.
No word from carrier so called again and spoke to another salesman. He checked the system and informed me that the goods were all ready to be despatched for delivery on the 8th September. Did I seem to be getting somewhere?? Dont count your chickens......
Arranged a day off to recive goods on the 8th September. Called Harveys again on the 4th September to confirm that the 8th was still on track, only to be advised that they could confirm that the goods were on the system and booked for a delivery..........on the 22nd September.
Now we have a problem - in my infinite wisdom, way back through the mists of time (well, January 2008, I had taken it upon myself to book a family holiday to Florida.....leaving on the 12th September and arriving back on the 28th September. I advised the salesman on the phone that this was not acceptable, as there would be no-one to receive the goods as we would be away on holiday. "But you must take the goods!", he exclaimed. "This is not our fault. You never advised us that you would be going on holiday!" Errrm, an order placed in mid July with 2-3 weeks delivery...let me see....is a holiday mid September something I should have advised them about? Goods should have been delivered well before our break. "The carrier is only in your area once per month, you must take it on the 8th!" Guess they arent selling much in our area if once a month covers all deliveries in my neck of the woods. He then went on to tell me that the next available delivery slot would be the end of October. I had no choice but to accept this.
To recap...two weeks delivery quoted verbally in-store, three weeks on the paperwork, ten weeks to 22nd September and fourteen weeks to the end of October.
Time for a visit to Trading Standards methinks!
On the advice of TS, I sent recorded delivery letters on the 9th September to both the local store and head office outlining the story so far, and inviting their comments.I also included the phrase "making time of the essence" and advising that if they could not deliver for a family birthday at our home by 18th October, that they were to consider the order cancelled. I also stated that I would expect a full refund within 21 days. Included in this letter in bold print, with heavy underlining, was the statement "I wish to reiterate that there is absolutely no point in attempting to deliver on the 22nd September."
Off we went to sunny Florida and had an absolutely brilliant two weeks.....well, maybe not absolutely. There was one small instance of my partners mobile going off in the middle of the night which we didnt get to in time (being fast asleep). The phone indicated a voicemail had been left, so, worrying that there may be something up at home, we checked the mailbox. Unbelievably, it was a message from a delivery driver advising that "he would be with us in about half an hour" !!!!!
When we returned home, we were greeted with a Failed Delivery slip from Harker's Transport - the company delivering our furniture. Jetlagged and tired, I had to muster up the will to call Harveys and find out what the current situation was. The response was that the message hadnt been passed on to the carrier.....and the goods were away back down to the carriers depot in Sunderland.
"Luckily", there was an available delivery slot for the 6th October, and at last some goodwill from Harveys! As we had just returned from holiday, neither of us could arrange a day off at such short notice. Harveys offered to take the delivery instore on the 6th and hold the goods for delivery by their own local driver on Saturday the 11th. Brilliant! No time off needed! We are making progress!
Saturday morning 11th October arrives.......and so does the delivery!
All the boxes are taken in by the two drivers, everything looks fine.......untill the last box arrives....with the sideboard in it......and with 30% of the protective packaging missing...Ooooops
Straight on to the store to explain the situation and to advise that I was intending to refuse the delivery due to the goods being damaged. "You must sign for the goods!", I was advised by the salesman. "You will not get a refund!". Advised the drivers that I was not happy with the condition of what was left of the sideboard box, and they trotted out to their vehicle and evidently called their boss. Their first words when they came back in were "You wont get a refund." Unbeknown to the salesman, nor the drivers, I had examined the gaping hole in the sideboard box. The exposed door appeared to be askew. Looking straight on at the door, the gap between the vertical part of the upright frame and the top edge of the door was about 7mm, while at the bottom it was flush. I grabbed my digital camera and took as many pics as I could. There was also damage to another of the cartons - it looked as if it had been dropped on one of it's corners. Driver then asked me to sign the paperwork. "Aren't you going to set up the furniture that I bought pre-assembled?", I asked.
"No, we just deliver the boxes.", was the reply.
Back on the phone to the store - only to be told that if Harker's delivered, they would set up the furniture, but the local delivery people wouldn't. So what was I supposed to do? "Sign for the delivery and we will send someone up to assemble the goods for you.", he advised. "When?", I asked. "I don't know", was his reply. It was at this point I decided that enough was enough and I was going to refuse the delivery. Who wants their dining area looking like a warehouse indefinitely? Whats if parts were missing from the damaged cartons? How was I to know what was supposed to be there or not?
So, begrudgingly, the drivers took all the cartons back out to their van and of they went.
The next communication I had from Harveys, was a standard letter dated 13th October apologising for the delay in delivery, and stating "we trust now that your furniture is delivered it will give you many years of good service." Well, no it wont because i dont have it!
Next thing that arrives is a certificate of insurance dated 29th October - for the goods that I dont have!
At this point I decided that I need to go down the road of raising a small claims action, so I took advice from the court advisor at my local Sherrif Court. Another letter was drafted and sent off to both the store and their head office, asking for a full refund within ten days or we were going to raise the small claims action.
The deadline came and went, so on the 3rd December, I started the action to try and get my money back.
So tin January I was in court for a preliminary hearing that Harveys are still defending - only to be told that I have to go back to court in three months for the full case to be heard.
Two and a half weeks ago I sent off a document pack to Harveys parent company containing all the documents and correspondence that I would wish to call on in court in plenty time for the two week deadline, and handed in a set to the court to lodge them there.
Turned up in court today, and was advised by the judge that I was Case 8 - and they normally get through 3 or 4 cases over the course of a day.
I was given the option of going and discussing things with the defender (hardly likely as Harveys aren't moving an inch over this one and all the discussing had been done prior to me raising the action, hence me raising the action! lol)
If that was not acceptable, we could wait in court all day on the off chance that they got through the earlier cases quicker than expected (I didnt think that this was fair for my witness to wait all day just for the time to run out). Ultimately, I went for the third option, which was to defer the hearing to a future date - unfortunately it's another three months away - 17th August.
One interesting thing that the judge said to the Asstnt Manager of the store (who was there to defend the action....oh, and who had always said to me that he was "the Manager" of the store) was that he was in no position to defend the action as he was merely an employee of the company that the action was against. As Harveys was a limited company, they would have to have to be represented by a solicitor. Hopefully, this may change the company's attitude to the case when they have to start throwing money at it...all they've had to do so far is to turn up for the pre-hearing and todays hearing. Ive had loss of earnings for non-deliveries, recorded mail costs, court costs, inconvenience, hassle, stress, oh....and no dining table, chairs or sideboard...
I didnt think everything would take this long - come the next hearing in August, Harveys will have had my £858.92 for thirteen months. Bottom line is that they delivered damaged goods, yet are in denial that the goods are damaged, even with photographic evidence and a witness.
Unfortunately, I'm not - well not at the Braxton dining table that I paid for last July.
Allow me to explain.............
Myself and my partner were due to get the keys for a new property on the 21st July 2008, so were on the market for a dining table for our dining area. We went to Harveys store in Aberdeen on Sunday 13th July 2008, had a browse and a dining table set caught our eye. The set comprised of a dining table, six chairs and a sideboard, with a price of £749.00. We were soon approached by a salesman and made our enquiries regarding availablity, etc.
We were advised that we could expect the goods in two weeks, which was ideal as my partner had arranged holidays for the two weeks from the date of entry (I was only off for the first week *sigh*). This seemed reasonable so we approached the sales counter with the salesman. This is where things got interesting.....
I then received the hard sell on the extended warranties, which I succumbed to (which is unlike me!). I took the cheapest option of three years cover for £59.92, principally to cover any damage to the plate glass surface of the dining table. I was then advised of the flat-rate delivery charge of £50.00. This brought our invoice total to £858.92. The salesman then advised us that this had to be paid in full today - no finance option was offered at this stage, and when I asked about the credit options I was told that only payment in full today would be acceptable. I then made the payment in full on my debit card. The salesman quoted two weeks delivery verbally in store, yet three weeks approximate delivery was printed at the foot of our copy of the paperwork. We did not query this as it was still within the time off that we had arranged for moving. Off we went, happy in the knowledge that we had another item for the new house sorted out.
Or did we.....................
We were advised that we would receive a call from the carrier about a week before delivery to confirm dates, make sure someone was there to receive the goods, etc. When we had not heard anything from either Harveys or the carrier by the 22nd July, I decided to give them a call to get an update. It appeared that the table and sideboard were good to go, but the chairs would not be available until the middle of August and the complete order would be delivered then.
Fast forward to 31st July, another call for delivery update, another delivery date. This time it was going to be 25th August.
Fast forward again to 16th August, another callfor an update, another delivery date. Now it is going to be 29th August.
We are now at the 22nd August, so I called again for another update - The chairs have now arrived in the warehouse and the carrier should be in touch any day. If I had not heard anything from the carrier by the following Tuesday I was advised to contact the store directly and they would check it out for me.
No word from carrier so called again and spoke to another salesman. He checked the system and informed me that the goods were all ready to be despatched for delivery on the 8th September. Did I seem to be getting somewhere?? Dont count your chickens......
Arranged a day off to recive goods on the 8th September. Called Harveys again on the 4th September to confirm that the 8th was still on track, only to be advised that they could confirm that the goods were on the system and booked for a delivery..........on the 22nd September.
Now we have a problem - in my infinite wisdom, way back through the mists of time (well, January 2008, I had taken it upon myself to book a family holiday to Florida.....leaving on the 12th September and arriving back on the 28th September. I advised the salesman on the phone that this was not acceptable, as there would be no-one to receive the goods as we would be away on holiday. "But you must take the goods!", he exclaimed. "This is not our fault. You never advised us that you would be going on holiday!" Errrm, an order placed in mid July with 2-3 weeks delivery...let me see....is a holiday mid September something I should have advised them about? Goods should have been delivered well before our break. "The carrier is only in your area once per month, you must take it on the 8th!" Guess they arent selling much in our area if once a month covers all deliveries in my neck of the woods. He then went on to tell me that the next available delivery slot would be the end of October. I had no choice but to accept this.
To recap...two weeks delivery quoted verbally in-store, three weeks on the paperwork, ten weeks to 22nd September and fourteen weeks to the end of October.
Time for a visit to Trading Standards methinks!
On the advice of TS, I sent recorded delivery letters on the 9th September to both the local store and head office outlining the story so far, and inviting their comments.I also included the phrase "making time of the essence" and advising that if they could not deliver for a family birthday at our home by 18th October, that they were to consider the order cancelled. I also stated that I would expect a full refund within 21 days. Included in this letter in bold print, with heavy underlining, was the statement "I wish to reiterate that there is absolutely no point in attempting to deliver on the 22nd September."
Off we went to sunny Florida and had an absolutely brilliant two weeks.....well, maybe not absolutely. There was one small instance of my partners mobile going off in the middle of the night which we didnt get to in time (being fast asleep). The phone indicated a voicemail had been left, so, worrying that there may be something up at home, we checked the mailbox. Unbelievably, it was a message from a delivery driver advising that "he would be with us in about half an hour" !!!!!
When we returned home, we were greeted with a Failed Delivery slip from Harker's Transport - the company delivering our furniture. Jetlagged and tired, I had to muster up the will to call Harveys and find out what the current situation was. The response was that the message hadnt been passed on to the carrier.....and the goods were away back down to the carriers depot in Sunderland.
"Luckily", there was an available delivery slot for the 6th October, and at last some goodwill from Harveys! As we had just returned from holiday, neither of us could arrange a day off at such short notice. Harveys offered to take the delivery instore on the 6th and hold the goods for delivery by their own local driver on Saturday the 11th. Brilliant! No time off needed! We are making progress!
Saturday morning 11th October arrives.......and so does the delivery!
All the boxes are taken in by the two drivers, everything looks fine.......untill the last box arrives....with the sideboard in it......and with 30% of the protective packaging missing...Ooooops
Straight on to the store to explain the situation and to advise that I was intending to refuse the delivery due to the goods being damaged. "You must sign for the goods!", I was advised by the salesman. "You will not get a refund!". Advised the drivers that I was not happy with the condition of what was left of the sideboard box, and they trotted out to their vehicle and evidently called their boss. Their first words when they came back in were "You wont get a refund." Unbeknown to the salesman, nor the drivers, I had examined the gaping hole in the sideboard box. The exposed door appeared to be askew. Looking straight on at the door, the gap between the vertical part of the upright frame and the top edge of the door was about 7mm, while at the bottom it was flush. I grabbed my digital camera and took as many pics as I could. There was also damage to another of the cartons - it looked as if it had been dropped on one of it's corners. Driver then asked me to sign the paperwork. "Aren't you going to set up the furniture that I bought pre-assembled?", I asked.
"No, we just deliver the boxes.", was the reply.
Back on the phone to the store - only to be told that if Harker's delivered, they would set up the furniture, but the local delivery people wouldn't. So what was I supposed to do? "Sign for the delivery and we will send someone up to assemble the goods for you.", he advised. "When?", I asked. "I don't know", was his reply. It was at this point I decided that enough was enough and I was going to refuse the delivery. Who wants their dining area looking like a warehouse indefinitely? Whats if parts were missing from the damaged cartons? How was I to know what was supposed to be there or not?
So, begrudgingly, the drivers took all the cartons back out to their van and of they went.
The next communication I had from Harveys, was a standard letter dated 13th October apologising for the delay in delivery, and stating "we trust now that your furniture is delivered it will give you many years of good service." Well, no it wont because i dont have it!
Next thing that arrives is a certificate of insurance dated 29th October - for the goods that I dont have!
At this point I decided that I need to go down the road of raising a small claims action, so I took advice from the court advisor at my local Sherrif Court. Another letter was drafted and sent off to both the store and their head office, asking for a full refund within ten days or we were going to raise the small claims action.
The deadline came and went, so on the 3rd December, I started the action to try and get my money back.
So tin January I was in court for a preliminary hearing that Harveys are still defending - only to be told that I have to go back to court in three months for the full case to be heard.
Two and a half weeks ago I sent off a document pack to Harveys parent company containing all the documents and correspondence that I would wish to call on in court in plenty time for the two week deadline, and handed in a set to the court to lodge them there.
Turned up in court today, and was advised by the judge that I was Case 8 - and they normally get through 3 or 4 cases over the course of a day.
I was given the option of going and discussing things with the defender (hardly likely as Harveys aren't moving an inch over this one and all the discussing had been done prior to me raising the action, hence me raising the action! lol)
If that was not acceptable, we could wait in court all day on the off chance that they got through the earlier cases quicker than expected (I didnt think that this was fair for my witness to wait all day just for the time to run out). Ultimately, I went for the third option, which was to defer the hearing to a future date - unfortunately it's another three months away - 17th August.
One interesting thing that the judge said to the Asstnt Manager of the store (who was there to defend the action....oh, and who had always said to me that he was "the Manager" of the store) was that he was in no position to defend the action as he was merely an employee of the company that the action was against. As Harveys was a limited company, they would have to have to be represented by a solicitor. Hopefully, this may change the company's attitude to the case when they have to start throwing money at it...all they've had to do so far is to turn up for the pre-hearing and todays hearing. Ive had loss of earnings for non-deliveries, recorded mail costs, court costs, inconvenience, hassle, stress, oh....and no dining table, chairs or sideboard...
I didnt think everything would take this long - come the next hearing in August, Harveys will have had my £858.92 for thirteen months. Bottom line is that they delivered damaged goods, yet are in denial that the goods are damaged, even with photographic evidence and a witness.
0
Comments
-
Omg,you have patience.0
-
lol......which is rapidly running out! *grin*0
-
I wonder if Harveys know about the case, if an assistant manager has turned up to defend it? Were the papers served on their registered office or the store from which you ordered? The manager couldn't be keeping the case a secret, could he?0
-
The court papers were served on the parent company (Steinhoff) and the asstnt manager turned up to yesterdays hearing with my folder of productions (documents that I wanted to use in court) that I sent to the parent company and lodged with the court. So the parent company must be in the loop so to speak.
Ive been trying to figure out what happens next.....
a) Harveys / Steinhoff employ a solicitor (at whatever astronomical rate they charge nowadays! lol) and turn up for the hearing in August. After having a quick Google, I've seen solicitors hourly rates quoted anywhere from £80.00 to £400.00 per hour
or
b) Harveys / Steinhoff offer to settle out of court (bearing in mind the costs involved in them hiring a solicitor)
or
c) Harveys / Steinhoff just dont show up in August and then I have to go chase the money.
or
d) Harveys / Steinhoff go bust before August and I'm out of pocket for the whole whack.
Anyone been in this kind of situation before? Stepping back and trying to look in from the outside, if I were in their shoes I'd be going for the out of court option rather than spending money that I dont have to.
I say the goods were damaged on delivery - thay say they weren't. They say I didn't examine the goods - I say I did and have photographs of the damage along with two witnesses who can confirm the damage. Although it's me that's dirtectly involved. I still can't fathom out where their counter-argument is????
What's the best outcome for them?
What's the worst outcome for me?
Any comments appreciated.........0 -
Ive been trying to figure out what happens next.....
a) Harveys / Steinhoff employ a solicitor (at whatever astronomical rate they charge nowadays! lol) and turn up for the hearing in August. After having a quick Google, I've seen solicitors hourly rates quoted anywhere from £80.00 to £400.00 per hour
or
b) Harveys / Steinhoff offer to settle out of court (bearing in mind the costs involved in them hiring a solicitor)
or
c) Harveys / Steinhoff just dont show up in August and then I have to go chase the money.
or
d) Harveys / Steinhoff go bust before August and I'm out of pocket for the whole whack.
Anyone been in this kind of situation before? Stepping back and trying to look in from the outside, if I were in their shoes I'd be going for the out of court option rather than spending money that I dont have to.
I say the goods were damaged on delivery - thay say they weren't. They say I didn't examine the goods - I say I did and have photographs of the damage along with two witnesses who can confirm the damage. Although it's me that's dirtectly involved. I still can't fathom out where their counter-argument is????
What's the best outcome for them?
What's the worst outcome for me?
Any comments appreciated.........0 -
Sorry! double-post.......0
-
Update.......
Rapidly approaching my third court date - due again on Monday 17th August.
Still not a peep from Harveys, so I dunno if thats a good sign or bad sign lol
Ill post the outcome of the hearing in this post as soon as i get home from court next Monday.....Wish me luck!!!!!0 -
What a saga!
I'll def be avoiding Harveys. Best of luck in court - keep us updated on your progress."Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
voodoosphynx wrote: »Update.......
Rapidly approaching my third court date - due again on Monday 17th August.
Still not a peep from Harveys, so I dunno if thats a good sign or bad sign lol
Ill post the outcome of the hearing in this post as soon as i get home from court next Monday.....Wish me luck!!!!!
Hi,
Just read your original post, and what alot of reading it was!! I wish you the best of luck on Monday! I've had a bad experience with Haveys, though no where near as bad as yours! I found their customer service to be terrible, nothing could convince me to shop there again.
I will be interested to read how you get on.
Good luck
Jannine:heart2: Newborn Thread Member :heart2:
'Children reinvent the world for you.' - Susan Sarandan0 -
Good Luck on Monday I'll be back then to see how it all went!
:rolleyes:;):cool::o:rolleyes:;):o:o:cool:0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.4K Banking & Borrowing
- 253.7K Reduce Debt & Boost Income
- 454.4K Spending & Discounts
- 245.5K Work, Benefits & Business
- 601.3K Mortgages, Homes & Bills
- 177.6K Life & Family
- 259.4K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards