CSL Sofas Advice please

fordy

Hi, I need help, I'm not getting anywhere with CSL or Trading Standards

Forgive me, I'm writing this in rage and the time line might not be that accurate.

I bought 2 sofas from CSL on 15 November 08, they were delivered 7th December 08 by the beginning of January 09 the cushions were half as firm as when they were delivered and one of the bases was showing signs of sagging on one side.

I reported this to them and they sent out a "Technician" who saw the cushions and thought they were fibre filled they were that soft when in fact they are foam filled cushions, thats how soft they had become. He reported that the cushions would need to be replaced and then CSL said we would have to wait 6-8 weeks for new cushions to arrive.

By the time the replacement cushions had arrived the sofas looked terrible and were terribly uncomfortable. When the new cushions were installed, I said they were no better than the original ones were when I complained originally. I was asked to wait and see, well I wasn't given a choice.

A few weeks later I contacted them again, and they sent the "Technician" out, again, and he ordered 4 more cushions again.

Here we are in May, 2 weeks ago, the "Technician" arrived with 4 new cushions, installed them in the sofa that was the worst of the 2 and could clearly see that there was something wrong, not just with the cushions, but with the base. These cushions were thicker and firmer than any of the previous ones but they were still slumped down on one side. He sat on the sofa, and changed sides repeatedly, it was obvious that one side was sitting a good 6 inches lower than the other. He took photos of the sofa and took a bunch while sitting on the cushions showing clearly how little support the sofa was giving. He said it wasn't worth installing the other 2 cushions as there was clearly a fault, he just wasn't sure what it is.

Now CSL are saying that they aren't happy with his report, that it or the photos don't tell them anything and that they have to send another different "technician" to come, examine the sofas and give them yet another report before they can make any decisions as what to do next.

In my opinion he will just be a yes man who will tell them what they want to hear so they wont have to take any further action.

For the last 3 weeks I have been asking them to take the sofas away, cancel the credit agreement and give me a refund, I have no faith in the product or the company and don't want anything more to do with them. They are being evasive, promising to call back and not doing so, and having spoke to at least 3 different people, contradicting themselves in each phone call.

I contacted consumer direct, they pretty much said CSL can do what they want and I have no chance of a refund. The only advice they could offer is that I should write a letter to CSL, explaining the situation (again) and asking for a refund or a resolution.

This isn't going to help me, they know what's going on repeating it isn't going to solve anything and ultimately consumer law is allowing them to do what they want.

Now my mother and I both suffer from back problems and they have been aggravated by the furniture. I didn't take the purchase of these sofas lightly, I had been round all of the different retailers trying out furniture and when I found these sofas in CSL the sofas in the show room were so comfortable and supportive and after 45 minutes of sitting on them we had made the decision that they suited our needs.

After 6 months of discomfort and pratting around I just want this over.

Any advice would be greatly appreciated.

Stephb1986_2

Your not the only one to have problems with CSL we have had 18 months of hell off CSL in the end we have managed to get a full refund and got a sofa from else where.

here is the CSL Alternative website

http://tkey.net/csl-do-not-use-by-jeff-walker

Also next time you ring up ask to speak to Richard Kerr he is the manager of the CSL Depot in Golbourne we have had him to my house on 3 separate occasions.

If you took the credit with black horse they will not do anything as we know from personal experience.

The sofa's that you see instore are made for instore the ones that are made for consumers are totally different!

We ordered a superior corner unit in old dollar from CSL back in January 08 it came 12 weeks later to have scuffs all over it, it didn't slot together it was all up and down like car seats at a garage back in the 80's so we ordered a new one that came the same, we got our money back but realised CSL were the only people who could do the combination we needed/wanted so we stupidly went back to CSL ordered a Kiko corner suite that had tick marks and was all up and down the same as the two superiors. Richard Kerr seen both superior suites also the kiko we went to view the kiko suite in the depot set up before we would get it delivered there it was perfectly in line but something had gone seriously wrong within the 5 miles the depot is from my house. He came in sat on the electric reclining piece and rocked it back and forth pretty much breaking the locking mechinism on the chair he's not a small guy to say the least. So he ordered us a new superior suite telling us it would be perfect and we can view it again before taking delivery we seen it and there was so many faults with it we refused and got our money back and walked.

The trick is to be persistant and make sure you speak to Richard Kerr himself even let him come and see the suite himself.

Hope this helps

Steph xx

Purpledaisy_2

Hi,

When exactly did you report the fault to csl? Was it within 28 days of the goods been delivered?

If I were you I'd get an independent report carried out to indicate what faults are apparent, its clear the spring / webs on the base arnt sufficient to support the seat foams.

fordy

Unfortunately not, we went on holiday over christmas and it was the first week in January when the problem became noticable.

I guess I'll have to see what happens on Monday when they send this "yes man" out to give them a report they'll accept. Then see what Richard Kerr has to add.

How much will an independent report cost and who do I ask for this?

Purpledaisy_2

It varies from upholsterer to upholsterer, where abouts are you based ?
First two letters of your postcode would suffice, pm me if you like.

fordy

Liverpool, thanks.

Purpledaisy_2

Elders Upholstery Ltd would be your best bet, there based in Liverpool.

Tel no: 01512638800

They'll be open on Monday ( Closed wkends )

Hope that helps.

fordy

Ta, lets see how monday goes. Ill get the technician to sign and date a declaration of what he says and failing that i'll use my mobile to record it too. Hopefully though, this Richard Kerr will be helpful, though im not holding my breath.

fordy

Ok, im confused

I checked the phonebills to see when I actually did call them.

I have records of calling them several times between, 21st and 23rd December 2008

But no record at all of calling them after this, which I know is incorrect.

I must have called them a week (well within 28 days) or so after delivery about the problem, so how does this change things?

Also I've had a read round and CSL dont accept independent reports from companies they dont recommend to you so I dont see any point in going down that road....

Purpledaisy_2

Normal practice is if someone reports a manufacturing fault within 28 days they have the right to refuse and repairs / further repairs under the Sales Of Goods Act.

Elders are members of the furniture ombudsman service, all techs are qualified etc they wouldnt have any grounds to dismiss there report.

Did the tech from CSL come out today?

fordy

The tech came out at lunchtime, he said there was clearly a problem with the cushions, they are not up to spec and about half as thick as they should be. He still doesnt reckon theres anything wrong with the springs though but the combination of the cushions and springs is inadequate to offer acceptable support. I got him to sign and date a statement of that too. Im now waiting for a call back from CSL.

in the mean time, i called trading standards and when i did confirm the dates i originally reported the fault they changed their tune and said to write a letter rejecting the goods under the sale of goods act and requesting a refund. They also said they'll take it up with them if they dont act accordingly.