Another SCS Sofa dispute

realshannon

well, this is an interesting thread! I have a sofa which was delivered end of May, within 2 weeks I rang Harding and Son to advise that the middle back cushion had collapsed and no one had even sat in it, we were just using the 2 end recliners. they sent someone out, he dressed it (thats what they call it i.e. shoved the fill up and around a bit) and within a couple of days it sagged again. they are now saying that we have caused the problem - no reasoning behind it - asked if we had a cat and did we have children, No, just us 2 and no we havent been sitting on the back of the sofa. it cost us around £1200. they have offered to replace the back cushion, but we werent keen, thought the sofa described as luxury is anything but that. rejected and quoted SOGA and consulted CAB. months later, they still say its our fault. we heard about the Furniture Ombudsman, thought will try that, maybe less stressful and to be honest we thought this would be an easy one for them. they have now said without even looking at it, that they agree with the retailer and it appears to have been damaged and had an impact - wasnt sure whether to cry or laugh - now, although we can still take it to court, the CAB tell us that the retailer can use the Ombudsmans report as their evidence. we feel what chance have we got and might as well roll over but its barely 6 months old and looks terrible. any thoughts please? feel totally cheated and used some inheritance money to buy it so it was on a debit card, felt great paying for it but now really wish we had used a credit card

ScS_representative

Hello Uptomyeyeballs,

I know you have contacted us via Facebook but just wanted to make sure you had managed to get in contact the customer care team and your problem is being dealt with?

Please let me know if I can help with anything.

Many thanks,

Kate, The ScS Online Team

ScS_representative

Hello RealShannon,

Did you purchase your sofa from ScS?

Many thanks,

Kate, The ScS Online Team

uptomyeyeballs

ScS_representative wrote: »

Hello Uptomyeyeballs,

I know you have contacted us via Facebook but just wanted to make sure you had managed to get in contact the customer care team and your problem is being dealt with?

Please let me know if I can help with anything.

Many thanks,

Kate, The ScS Online Team

After waiting a couple of days after my original phone call for a return call, I got a letter saying SCS had been trying to contact me, could I ring back. This I did this morning. I was cut off after hanging on the phone for 10 minutes. After another 10 minutes of the purgatory muzak I eventually got through, to be offered yet another upholsterer visit, but not until 13th December.

Timeline

28th Apr Ordered suite from SCS Team Valley, Gateshead
22nd Jun Delivery. Can't get suite into house
28th Jun Window removed. Suite delivered
2nd Jul Corner cushion saggy. Complaint made
12th Jul Upholsterer visit. Confirmed cushion fault. Ordered new (0.5 day hol)
21st Sep Replacement cushion delivered. Same as old one! (0.5 day hol)
27th Sep Letter telling new, new cushion would be 5-7 weeks
28th Sep Rang SCS to complain about delays. etc.
15th Oct Estimated delivery date for 2nd new cushion
6th Nov Actually delivered new cushion. The right one this time (0.5 day hol)
21st Nov Fault discovered on corner unit. Reported 22nd Nov
26th Nov Letter from Customer Services.
27th Nov Rang Customer Services.
13 Dec Upholsterer appointment to examine fault (0.5 day hol)

I am getting really annoyed now about this whole thing. I wish i'd never bought this suite from SCS as it has cost me a small fortune in time off work (2 days = £200) and is now proving defective. The fault is in a very visible position. However, I need to wait for the upholsterer to see it before I decide what to do next.

realshannon

SCS representative - thanks for your enquiry, but no, we didnt purchase from you, but the thread is interesting to us and shows how much as customers are fobbed off by the retailer and the so called Ombudsman

Broadsword

Although this might sound like closing the stable door after the horse has bolted, all review sites will tell you of terrible experiences with SCS. I thought my experience would be different when I ordered one of their most expensive suites in December 2011. When delivered, it had two obvious faults. I immediately rejected both to SCS and Barclays their finance house. Both organisations then conducted themselves appallingly every inch of the way. SCS wanted to send their agent's Homeserve who cancelled the appointment they had made. I got an independent report for £99 which I used as my ammunition. SCS agreed to replace and the replacement arrived last month. The wrong colour and wrong leather. I rejected again and insisted they pick up the replacement at a time to suit me. This is being actioned after Christmas. I had insisted that the replacement was checked before delivery and was assured it had been. The units had never been removed from their box.

Barclays have offered compensation but I have not finished with them yet and have made a subject access request to compile my case for compensation beyond the measly £50 they have offered. SCS will be required to pay my costs too, otherwise some very interesting publicity will ensue from the Court action that will follow. My file of papers on this is now 3" high and still growing! It makes sad and interesting reading chronicaling the total incompetence of both organisations.

The secret of winning is to reject clearly to the finance company and SCS under the Sales of Goods legislation. Be firm and factual.

Get an independent report to avoid opinions of acceptability. The report would stand up in Court.

Be prepared for a long drawn out saga and ensure every call is recorded and immediately confirm everything said in writing. Do not try resolve disputes by phone alone as if a case is taken to Court you will have weak evidence.

Kate, at SCS, who reads these posts must have a really busy job. She seems keen to help. In my experience of dealing with lots of people at SCS, she must be the only one. Calls not returned when promised, false promises are just a fraction of the issues I have encountered. If only SCS management took control of issues none of these problems would occur.

Meanwhile best of luck with your problems

uptomyeyeballs

And now another 5-7 weeks to wait for replacement material to repair the latest fault. That takes us to nearly the end of February, so 10 months on since ordered. What is the best way to get some compensation out of these people for the (lack of) service/quality they've given me?

stemo_2

uptomyeyeballs wrote: »

And now another 5-7 weeks to wait for replacement material to repair the latest fault. That takes us to nearly the end of February, so 10 months on since ordered. What is the best way to get some compensation out of these people for the (lack of) service/quality they've given me?

This lack of service sounds all to familiar.

mollysue23

I had an issue with a sofa I purchased from ScS 2 years ago. I contacted my local TS office who, after getting nowhere myself after 9 months, got the problem sorted in 14 days. I was issued with a new sofa as parts where not available.

uptomyeyeballs

Upholsterer turned up yesterday to re-cover the corner of the suite. The material he had with him was the wrong colour. I rejected it. The saga continues.

Timeline

28th Apr 2012 Ordered suite from SCS Team Valley, Gateshead
22nd Jun Delivery. Can't get suite into house
28th Jun Window removed. Suite delivered
2nd Jul Corner cushion saggy. Complaint made
12th Jul Upholsterer visit. Confirmed cushion fault. Ordered new (0.5 day hol)
21st Sep Replacement cushion delivered. Same as old one! (0.5 day hol)
27th Sep Letter telling new, new cushion would be 5-7 weeks
28th Sep Rang SCS to complain about delays. etc.
15th Oct Estimated delivery date for 2nd new cushion
6th Nov Actually delivered new cushion. The right one this time (0.5 day hol)
21st Nov Fault discovered on corner unit. Reported 22nd Nov
26th Nov Letter from Customer Services.
27th Nov Rang Customer Services.
13th Dec Upholsterer appointment to examine fault (0.5 day hol)

10th Feb 2013 Upholster visit to re-cover. Material is wrong colour. Rejected. (0.5 day hol)