Rejected second suite

borzio

Hi again
Thanks to everyone for their posts, as you can see already the Consumer Rights arguments are not easy to interptret when there are grey areas of use of suites etc.
In my own case, as originally posted, you will see that I was asked by Harveys to contact their Representative directly with a view to resolving my problem. Things moved on quite swiftly from me making contact, and after a few phone calls and emails I'm delighted to report that Harveys are taking back the second suite (without insisting on an admin fee or 'use of suite' payment, and will credit us with the full amount paid once the suite is back in their hands this Friday.

From a customer point of view this is something to commend Harveys for, and especially for the help given by the lady (Harveys Representative) who facilitated the refund.

Harveys had offered a repair to the second suite, a replacement suite of the same make, both of which were declined by us, and the offer to select another suite in Harveys without financial penalty. As they had nothing suitable in our price range we declined that offer too. At no point were Harveys heavyhanded about these offers, and we appreciate the offers they freely made. I doubt many others would go as far as they did to resolve the matter. In fact from talking to others I'm sure many furniture companies would not have given a replacement suite originally, never mind subsequently.

The above may sound as if we were bought-off by Harveys, which is'nt the case at all, we think once the customer can get beyond the initial reluctance of frontline customer service, who are tied by the instructions they have to operate under, then when a firm cares about it's reputation better decisions are reached.

Obviously in our case coming to this forum allowed us to have that interaction.

So cheers all round and an ending that suits all parties, can't say better than that