Problems with returning a faulty sofa to Harveys

minimuffin

Latest installment of the Harveys saga (fault first reported on 15th January)

Firstly I phoned Homeserve – they put a report in saying the cushion covers were unrepairable and they’d have to order new ones to be delivered to us (there’s not enough material to sew them back together). I said we wanted a refund rather than a repair as we have no confidence in the quality of the material. They said I would have to negotiate that with Harveys.

Then I phoned Harveys (29 mins of joy!). The guy there admitted from the reports that the foot stool is not repairable but he said that we have to allow them to send the replacement covers for the cushions then if they fail we can claim another suite from Harveys or a refund. I said the same thing that we don’t want new covers because if these ones have fallen apart after a few months then they’re going to have to keep sending new ones every few months. I asked how they could get new covers if the suite has been discontinued, which he seemed quite vague about.

I also pointed out that we bought all 3 items because they matched so if they refund us for the footstool and replace the cushion covers it’ll be pointless because we want the whole suite to match. There’s no point in having 2 out of the 3 items.

He then spoke to his supervisor (which meant I got put on hold again) and he said that I have to wait for the Harveys store in Gateshead to ring me back in the next 48 hours to negotiate what options there are. I’m not holding my breath on that one so I got him to give me their direct number so I can ring them instead.

Lastly I phoned Homeserve again and told them to cancel the order for replacement covers because the dispute is still ongoing with Harveys.

So after months of contacting the call centre and getting Homeserve out we end up having to go back to the store. If I don’t get a reponse over the phone I’m thinking about physically taking one of the cushions to the shop and printing out the photos of the foot stool. Or I might just blow the photos up really big and make a sandwich board out of them and parade around outside the shop.

bellabooski

Hi Minimuffin, just a quick update. It took weeks for Harveys to come and collect my damaged/faulty sofa, but I received a cheque for a full refund including the £59 delivery charge. So keep up the fight, I really hope you get a good result!
Bella:)