New sofa - problem....

bod1467

Well that's nice to hear - a retailer being customer-friendly and proactive in an after-sales situation. They didn't have to offer to replace the other sofa.

I'd suggest this is an occasion for name-and-praise (rather than the usual name-and-shame). Who is the retailer?

pinkteapot

Agree with the above - which retailer was it?

I'm going to bet it wasn't DFS.

sniper66

Nom it wasn't DFS. It was a small/medium independent in town.

I will name and praise, but would like the process a little further on. Just to be sure

S

bod1467

That's a reasonable approach to take.

sniper66

Hi, I originally posted the problem and possible solution to my new sofa problem here. (20th November 2012)

https://forums.moneysavingexpert.com/discussion/3623059=

As stated 'the man' agreed very openly to replace both sofas. 'Great', we thought. Shortly after the sofas we had deteriorated further. We called in and said that we had 'lost confidence' with this model and could we choose another.

'No problem', he said and we promptly chose another, and despite it having a book cost of £300 he said he would waive that, and do a straight swap. 'Great', we once again thought. And indeed bought a large expensive mirron at the same time.

He told us we could have tan or black before Xmas, but the burgandy would be mid/late January. Yes, you're right, we wanted the burgandy!

Since then we have phoned several times, and been reassured that though 'it seems a long time', the awap will be done. Yesterday he phoned as requested, and told me 10-14 days. That will take us into almost mid-February.

This is causing us some anxieties. I am not saying it won't happen, they have been very good, and as stated exemplary in the offers/actions they have taken.

But perhaps I am a doubter, but I will only relax when they finally swap the sofas.

What I really want to ask is: IF - for any reason, the shop/company don't or fail to be good to their word, what recourse do I have? What actions should I be looking to take?

All advice gratefully received.

Thank you



S

wealdroam

Why have you started another thread?

What was wrong with continuing the old thread?

sniper66

Sorry. I just thought it would save people reading through all the old posts. I thought a summary might help people. Save them time.

S

sniper66

Anyone??

S

arcon5

Their obligation is to offer a remedy, for which you have accepted a replacement. They must do this within reasonable, failing to do so means you have the right to reject the goods for a refund.

squeaky

Hi all,

I've merged the threads.