SCS Faulty Sofa

borntodj

Hi, this is my first post here and I was just looking for some advise on where I stand after SCS have delivered a new sofa.

The sofa was delivered on 29th June and was signed for as not being damaged (which it isn't). Its a large corner sofa with 8 seats in total and an electric recliner on one end.

After a few days I noticed that the corner appeared to be lower than the rest of the seats and didn't seem to be padded out as far. Looking over the top and down cushions confirmed that it was. The recliner chair also had a large gap between the leg rest and the next part of the sofa. Also, there is a line of stitching which goes across the front part on the cushions all the way round and this didn't line up correctly on the corner unit.

I called SCS on 13th July and they sent an inspector on 15th. He agreed with the above faults and said that the recliner had some bent parts underneath and the corner didn't have enough stuffing. He also said the stitching couldn't be repaired so the corner would have to be replaced, although the can't guarantee the colour match.

I didn't hear anything back so called again on 30th July and was told that someone would call early next week. I then received a letter dated 29th July saying someone would be in contact within 5-7 days.

I called again tonight (3rd Aug) and was fobbed off with an excuse that they were still waiting for the manufacturers reply.

I was hoping someone could advise me what I should do next. I'm not happy with the repair option because they can't fix the stitching, and the replacement bits may be a different colour.

Am I entitled to a full refund at this point? I also took out the leather insurance, if I get a refund on the sofa will this get refunded too, even though it seems to be with another company (although we bought from SCS and they never mentioned it was not directly with them).

Thanks in advance
Danny

unholyangel

AFAIK, you would need to give them opportunity to rectify the matter. There has been someone with a similar complaint i'm sure (some places didnt have enough padding as opposed to others).

As for the insurance, i believe if the puchase is cancelled, any reliant contracts such as insurance or credit agreements would also be cancelled.

Did you pay by credit card?

purplejac

the agreement you have is with scs not the manufacturer this is a stalling ploy id ask for a full refund or a new sofa i wouldnt be happy with them fixing it either, please check out my previous posts regarding sofa problems and how to get a full refund. Can you tell us how you paid for the sofa ie credit or cash or card etc, also the leather insurance do you pay this monthly or was it a one off payment ?

borntodj

unholyangel wrote: »

AFAIK, you would need to give them opportunity to rectify the matter.

I've given them 3 weeks now since the upholsterer came out and they haven't once phoned or send a letter any more detailed than a generic "We have received your complaint" etc. What would be considered an appropriate length of time to wait?

purplejac wrote: »

the agreement you have is with scs not the manufacturer this is a stalling ploy id ask for a full refund or a new sofa i wouldnt be happy with them fixing it either, please check out my previous posts regarding sofa problems and how to get a full refund. Can you tell us how you paid for the sofa ie credit or cash or card etc, also the leather insurance do you pay this monthly or was it a one off payment ?

It was paid for fully on a credit card including the leatherguard. I've just checked the order form and this was listed on it as an option so I'm happier now that if I get a refund this should be included.

I've since spoken to the customer service team today, once to ask them to ring me and then again because they didn't. Second time the person in charge was "in a meeting" but the person on the phone was authorised to offer a repair and £75 refund which was slightly insulting as I am not after money off, I just want what I paid for!
In addition, I have already been told that one of the faults can't be repaired and would require a replacement part which couldn't be guaranteed as a colour match, therefore I rejected this offer outright.

I also spoke to the store assistant manager after this and he has asked me to go in to see if there are any other models I would like as a replacement (not really interested, they have put me off now with their terrible service). I also mentioned a refund and the sale of goods act and they tried the stalling tactics again and have promised to get back to me early next week. Should I wait or keep calling?

I'll have a look through your posts now purplejac, thanks!

cleocleo

I purchased my leather 3 seater sofa from SCS in May 2011 and the die has come off in one part to leave a very bright cream patch underneath and SCS refuse to do anything about it as they say its die transfer which is natural in leather sofas, even took out the extra guarantee costing £120 and they say the same, what a total ripoff SCS are crap.