Harveys Furniture refund

frenchybab

Hi All

I am currently experiencing issues with Harveys Furniture.
I ordered a dining table back in January. We were advised that it would take from 8-10 weeks prior to getting it delivered.

On week 10, the delivery company contacted me to advise me that the delivery would be on Wednesday 7 March.
I explained to the agent that I was working on that day however was on annual leave on the 5 and 6 March. She advised that she would check if that would be possible and would phone me back. I explained that if it was not possible the 7th March would be OK as I would sort something out.
As I didn't get any phone calls, on the Friday 2nd March, I contacted the delivery company who explained that my order had been offloaded the lorry due to an admin error.
I was explained that only one lorry a week goes to Scotland and that I am not able to choose when my goods are delivered.(PS - That is not what they're Delivery Policy says on the website)
I was advised that they did not know when my order could be loaded.
My store manager contacted the delivery service and he advised me that the order would be on the next load.

My partner contacted them today as we had not heard anything since the 2nd March. To now be advised that our order had to be sent back due to the chairs finishing being damaged.... therefore our order will be delayed for another 2-4 weeks.

We mentioned to our store manager to cancel our order however we told we could cancel but we would not get a full refund as our "impatience" is not a reasonable ground for cancellation.

So what are my rights? According to the Consumer Rights I believed that I would be able to cancel as they have missed their SLA by nearly 4 weeks already...

I cant even open an official complaints as the website does not give any details of any complaints department..

Frenchybab...sincerely disappointed...:(

Harveys_Furniture_company_representative

Good morning FrenchyBab, I'm sorry to hear about this. I'd like to help get to the bottom of this if I can, so would you mind emailing me your order number and contact details on the email address on my profile, and I'll get the Customer Service manager and her team to give you a call directly.

once again, I do apologise for any inconvenience this may have caused.

best,

Liz

unholyangel

Usually we'd recommend a "time is of the essence" letter here declaring that since the agreed delivery time has passed, you are now making time of the essence for them to complete the contract within x days (reasonable deadline, no 24 or 48 hour demands!) and if they are unable to do so, issue a full refund.

However, since the company have responded on here, hopefully you dont receive inaccurate advice from them again.

Impatience in itself may not be a reason to cancel a contract. However, if the other party fails to uphold the conditions they agreed to at the time of sale, it is they who are in breach of contract and to make it a fair contract, they should not impose new conditions without your consent without allowing you to cancel without penalty.

ThumbRemote

Hi Liz,

Perhaps you can also explain why the store manager is giving out information such as that below? Is it Harveys policy to try and retain money from customers who wish to cancel after you have been unable to fulfil their orders within a sensible timeframe?

frenchybab wrote: »

We mentioned to our store manager to cancel our order however we told we could cancel but we would not get a full refund as our "impatience" is not a reasonable ground for cancellation.

frenchybab

@Liz - I have emailed you as you requested. I sincerely hope you can assist....

@unholy angel - We are not actually impatient, we are just concerned where our goods are. I never pay normally until I get my goods however this is not an option with Harveys. We went to Harveys instead of IKEA as we wanted good quality furniture however I am now worried that I wont get it..... as there is always a new excuse.
When I discussed the offloading issue with my store manager, I did questioned if there was an issue with our order and he stated that there wasnt and that I was not to speculate ,that it was an admin error, however NOW we are being told "Yes there is an issue with the order". But did anyone bother advising us? Nope!
We have since contacted our store manager to request answers and all we were told is that he wasnt aware of any issues..... He said he would phone us back... 2 days later still no calls....

unholyangel

Wait and see what the rep can do for you, but as above, if you arent satisfied with the outcome or they keep messing you around, we'd probably advise you to write a "time is of the essence" letter.

But keep us updated either way and if you require more advice we can oblige at that time

I wasn't saying you were impatient btw! I was saying that technically its not a reason to cancel BUT if the other party fail to honour the contract they agreed to (ie delivery 8-10 weeks), they should allow you to cancel without penalty. If the 8-10 weeks is an estimate....this is where the time is of the essence trick comes in.

It is not meant to be used by people to make unrealistic demands (like i said, 24 hours, 48 hours etc) but it is very useful because should it come down to court, you have evidence you have tried to be reasonable when they have breached the contract and while a breach of contract does not necessarily void the whole contract, you are making clear that the time frame is a "deal breaker" so to speak.

getzls

Harveys_Furniture_company_representative wrote: »

Good morning FrenchyBab, I'm sorry to hear about this. I'd like to help get to the bottom of this if I can, so would you mind emailing me your order number and contact details on the email address on my profile, and I'll get the Customer Service manager and her team to give you a call directly.

once again, I do apologise for any inconvenience this may have caused.

best,

Liz

Liz, have you told people there is a massive thread about Harveys on the Northern Ireland Forum? Have a read folks, scary or what.:cool:

Harveys_Furniture_company_representative

@FrenchyBab - i;m really sorry, but i've checked my inbox and junk etc and I can't find your email. Could you please re-send, checking the email address is correct at onlinecomplaints@harveys-furnishing.co.uk as I am keen to get this discussed with our team as soon as possible to resolve for you.

Many thanks in advance,

Liz

frenchybab

@Liz - Sent it again as requested

frenchybab

Hi all,

I thought I would give you an update on my Harveys situation... Liz of course actioned on her side and I was contacted last Saturday by a complaint handler who advised me that my goods were finally ready and it would be with me within the week. Finally light at the end of the tunnel!!!!!

He kindly offered me to refund the delivery charge. He did admit that they had been a communication issue and apologied for this.

The courrier company contacted me on Monday to advise me that it wouldn't be this week but the following week.... So yeah again provided with incorrect information.... So hopefully it will come next friday... Of course I will need to take time off work AGAIN... hopefully the items will be loaded this time...

One thing is sure no more HARVEYS!

Im not business expert but I think that Harvey should have offered a money off voucher on future purchase so that customer come back, allowing Harveys to make it up.... by providing the service the customer expected in the first place. Demonstrating that it was an unexpected glitch....

I will keep you updated whether I am able to have a dinner party next week

McKneff

Thanks for the update, fingers crossed for the dinner party eh....