Harveys Furniture refund

bigmo5

frenchybab wrote: »

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...:(

havingsame problem ordered table / chairs also suite on 2nd jan 2012 table /chairs supposed to arrive 8th feb still waitin suite supposed to be here 16th april now been told might be may as they have been taken over by harveys customer service is a joke they lie to you say its in then its broken then table is in then its not tried to cancel they said cause we have taken it on finance it will cost us 400pounds plus our deposit 300pounds were do i go from here

unholyangel

bigmo5 wrote: »

havingsame problem ordered table / chairs also suite on 2nd jan 2012 table /chairs supposed to arrive 8th feb still waitin suite supposed to be here 16th april now been told might be may as they have been taken over by harveys customer service is a joke they lie to you say its in then its broken then table is in then its not tried to cancel they said cause we have taken it on finance it will cost us 400pounds plus our deposit 300pounds were do i go from here

Have you read the posts previous to yours?

It is usually more useful to start your own thread for your own problem, however reading past replies to this one may help you out and save us going over some old ground

Most importantly, if they have promised a delivery date that is not estimated, if they then fail to keep to this date, you can cancel for a full refund as they were unable to complete the contract. However it is worth writing a "time is of the essence" letter if the date is estimated or even just as good practice to make them fully aware that if they cannot complete the contract as agreed, they are in breach of contract and you will be cancelling as a result.

Harveys_Furniture_company_representative

The quickest route to resolution is to email me directly on the email address in my signature here. I will certainly prioritise a case like yours BigMo5 and thank you for bringing it to my attention and i sincerely apologise for the delay so far.
Liz

frenchybab

@BigMo - You probably have the same dining set as I do and the chairs were damaged in transit.
I understand your frustration as Customer Services are not aware of the issue and therefore not able to help and is why no official communication was made to their customers.

Email Liz (Harveys rep), she should be able to help or at least her team will be able to give you the correct side of the story and advise you on the "estimated date of arrival" of your goods.

sharnad

Hey estimated 13 for ours but since they messed up the Order several times they aren't counting the 13 weeks as starting until 3 weeks after it should hope they are more flexible with my delivery as it should have been this week and I've just taken time off. Customer serviced don't care and just tell you to speak to the shop that ordered it from 60 mile round trip we have had to make several times due to them messing up

dickydonkin

frenchybab wrote: »

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!

frenchybab - I have been reading your post with interest after ordering (and paying a deposit) for two sofas and a chair (as a suite) and a small table from Harvey's - Gateshead - this was on the 24th January 2012.

We were told by the salesperson that there would be a lead time of 7 weeks for the table and 12 weeks for the suite.

Last Thursday (12th April) I received a text from the haulage company who deliver Harvey's products that my 'order' was due to be received into their warehouse and I had to contact THEM to pay the balance before they could deliver. Although the table was well overdue its lead time, the suite was seemingly on schedule - so no big deal - or so I thought.

I thought it strange that my details were accessible to a haulage company and that I had to pay the balance to them - something I was not comfortable with, however, I decided to go to the store the following weeekend and pay the balance there - rather than a haulage company.

In the meantime, I had arranged with the council to remove our old furniture and a carpet cleaner to give the carpet a spring clean prior to delivery.

Later in the week, I then had a message left on my phone from Harvey's that our sofa/chairs would not be available until mid - to late May.

I rang Harvey's and was informed that the text from the haulier only referred to the small table (this was not stated on the text - as it referred to 'my order' which included everything), and there was indeed a delay in the delivery of the suite.

Apparently - or so I was told - that the haulier only deals with furniture such as tables/ cabinets etc. and Harvey's deliver soft furnishings - which is a recipe for confusion and even the sales person at Harvey's was not even aware that the haulier sends out texts to Harvey's customers.

So OK - there is a delay - but what my biggest gripe is that the salesperson is now denying that I was told there was a 12 week lead time - which my wife and I were categorically told - even the suite we ordered which clearly had a 12 week delivery stipulated on their web site has now been changed to 13 weeks.

Now - the salesperson is quoting 'approximate' lead times - however, she cannot stipulate the meaning of 'approximate'.

My wife and I won't be made to look look idiots or liars - but that was what we were told.

Thankfully, we were able to defer the removal of the furniture and carpet cleaning - and who knows when we will actually receive the suite, but their whole logistics system is a shambles - with little or no communication between Harvey's and their hauliers, resulting in confusion and dismay for their customers.

Just don't believe a word they say - never again - and don't get me going on their 'sales' - I don't know how they get away with it - although they are not the only furniture outlet who have continuous "Half Price Sales".

sandjlg79

OMG I wish Ihad read this forum before buying my sofa from Harveys!!! Their Customer Services Dept is a JOKE and should be renamed Disgraceful Service Dept!! I have a manufacturing fault on my sofa and know all of my rights but my partner wants the unit replaced in a different colour - shouldn't be that difficult surely. I have spoken to them over 20 times no-one returns phone calls or even responds to emails, they are rude and very unhelpful and will not allow me to speak to a Manager. I have now involved the store and even they are experiencing probelms with the Disgraceful Service Dept! I am not the most patient of people and have really stuggled not to be rude but they are seriously testing my patience.

Turqoise

Hi there. Was wondering if you can give me some help and guidance. Thanks

isplumm

Turqoise wrote: »

Hi there. Was wondering if you can give me some help and guidance. Thanks

Ok ..... give us a clue - on what .... Harvey's - but need more info!!!



Mark

wisdomonlegs

just wondering if you can sort my problem.

bought sofas in november 2011 which started tearing after just three weeks after delivery. tried to get a refund or exchange but was refused. instead offered patch repairs. then they ordered wrong colour patch and told to wait for right colour. when we refused, they let us exchange. but the store manager charged us twice for delivery and polish. for months i have been trying to get my refund. i have called and called but no joy. can you do anything?