Cousins Furniture seat GAP Rip Off

amazine

Visited Cousins in Dudley twice last week to look at an all electric recliner leather suite.
2 days later we ordered it over the phone and paid by credit card.
When the suite arrived, the delivery men noticed a gap between the seat cushions on the 3 seater and it looks odd. It comes in 2 half's and slots together, something the sales lady had not told us. They tried to correct it without success and offered me the option to accept or reject it. I rejected and they took it away.

I then rang their customer support to ask for a replacement or refund, but they said the gap is within their acceptable tolerance and they want to return it me.
There was no gap on the seat of their display model.

What are my rights, can I get a refund.

voiceofreason

Why is this a "rip off"?

McKneff

My leather recliner slots together and there is a gap, not a big one but a gap.

Can you see down this gap without touching the cushions or is it just that you can get your hand down.

amazine

Thank you for the replies.

We visited their warehouse in Oldbury this morning to look at the suite again and see if they would change their decision. They would not, they still say it's normal to have a gap on recliners and it will close over time. They could not say how long it would take to close, it depends on how much we sit on it, but it could take months or years. My wife was seeing the suite for the first time and was very surprised at the width of the gap and fully agreed I was right to reject it. It just looks so odd. You can see straight down to the floor. I took photo's and will post them later.

I rejected their claim that a gap was normal or even necessary. I said it was a design fault and they should send it back to China where it was made and where Cousins freely admit they get most of their suites. The other end of the sofa also reclines but has no gap and works perfectly. The seat in the middle does not recline and proves the requirement for a gap on the adjoining seat to allow movement of the recliner is not necessary. They told me their technician says the gap its perfectly normal and acceptable and if I want a copy of his report I will have pay £15.

Because I was trying to avoid the need for the small claims court and we need to replace our old suite fast (it's advertised for sale), I asked if we could have a different suite instead. He said yes, just go back to the store and choose another suite.

Before our visit to the warehouse, we re-visited their main store in Dudley to take another look at the display suite. We discovered the 3 seat display was not actually joined together but simply pushed together and when pulled apart, it revealed 2 brackets were missing on one half. We think this allowed the seat to push closer together, minimising the gap. A salesman said it was to show customers how the 2 half's join, but no one had told us that it was in 2 pieces or there would be a gap between the seat and we would have to live with it indefinitely.

However, we returned once more to the Dudley showroom and chose a different suit. To our surprise and shock they had only given us a credit note and not a refund. This would mean we could not have the 4 years interest free credit deferred for one year, even though we were paying the full price for the new suite and an extra £170 on top for a leather upgrade. [ The salesman said the credit note was a gesture of good will. ] Although there was no gap at all on the new suite, the salesman said we will also get a gap on the new suite and it will close in time. ( Do all sales people have to be Sociopath's?)

The problem is compounded by the fact that for our original purchase we paid the whole amount on credit card, and obtained a discount by not taking the 12 month interest free credit that was on offer at the time.

I would have thought we should be entitled to the 4 years interest free credit, but first they would have to refund, which they are not prepared to do.

Any thoughts and advice on how best to tackle this one would be welcome.

Trading standards say write to them and reject it. They also told me to contact the The Furniture Ombudsman.org

Just add tt to the image links below...

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consumerwise

I think you're just fussy mate. I have looked at your pictures and there is nothing wrong with that sofa. I think that there is more to this story than you're letting on. I think they were very nice to you to allow you to choose something else when there is CLEARLY no fault with your original purchase. Furthermore, what isn't made in China these days???? Of course you would have to pay for the report, even banks charge for statements. I cant see what the problem is and why you feel you have been ripped off

amazine

I see you have just signed up to the forum, and this is your first post.
You CLEARLY are very biased and have nothing constructive or helpful to say. I can only assume you are a Cousins employee, friend or family member or work in the furnishing trade. You do not know what you are talking about.
I have no wish to participate in a pointless slanging match when all I wanted was help from what I thought was a consumer friendly forum.
For this reason, I am out.

voiceofreason

Well I'm not new, and I can't see the "rip off" either.

That said, good luck - if the goods aren't as advertised you should be able to get some sort of refund (and if Trading Standards are on the case, you might well have a reasonable case); it's a shame when these things don't go to plan, hope you manage to get it sorted soon.

amazine

This is my last reply.
If you compare the photos there is an obvious difference in the gap between the right and left hand seats, by the simple fact there is no gap in the right hand seat.

I'm not fussy, I just wont stand for any crap.

consumerwise

I have recently left the furniture trade and now import other goods from china. There is nothing wrong with Chinese goods and I feel strongly about this point.


I also know this company from when working in the trade and believe that if there was/ is a problem they will sort it.


When retailing is so tough I don't believe you should knock good companies - maybe give them the chance to sort it out

Just my opinion.

amazine

I think you have just confirmed all my suspicions and told me everything I need to know. Thank you.

This definitely my last reply.

voiceofreason

amazine wrote: »

This is my last reply.
If you compare the photos there is an obvious difference in the gap between the right and left hand seats, by the simple fact there is no gap in the right hand seat.

I'm not fussy, I just wont stand for any crap.

Well stop talking it, then.

It's not a "rip off" (rip-off: noun [SIZE=-1]informal[/SIZE] 1 an article that is greatly overpriced. 2 an inferior imitation" according to the OED), it's goods sold not as advertised. Totally different thing.

You've got reasonable advice here and you're not bothered in the slightest about listening to it - your problem, your loss, enjoy sitting on your new sofa