How to get a delivery refund

tigerlily91

Hiya - I'm new to the site but have mooched here and there in the past.

Here goes with my dilemma...

I purchased this, sofasos.com/corner-sofas-22/harringdon-corner-jumbo-cord-sofa-2251.htm, on the 23rd April 2012 (22 days ago).

The price was £399 plus £69 for delivery - £468 in total.

On the 3rd May someone phoned to say "Sorry, we have to refund you it all because your card isn't registered to the delivery address - we'll call you in about 5 days so you can (using the same card that isn't registered at the delivery address.....) pay the £69 delivery charge. The £399 can then be paid CASH on delivery." (I should have suspected something at this point, I suppose, as I would have higher standards of proof and protection with a debit - or further, credit - card purchase)

Today, 15th May, was the planned delivery day and I still hadn't heard about paying this delivery charge yesterday - so I rang them and they arranged that. I was informed delivery would be after 1pm as we were "last on the job list" and that we would be contacted an hour before arrival.

I receive a text at 11:40am saying "iya, itz the delivery guyz wit ur sofa we be thr wit u in half hr, tnx". So not only was it not 1 hours notice, it was also much earlier (nearly an hour) than expected - and their website states they provide this call service so you do not have to take uneccessary time off work.

They then arrive at 12 - not the half hour suggested - and start by saying "No way that's gonna fit in there....".

Now, if you see the dimensions on the website saying:
Width 213cm
Height 81cm
Depth 87cm.



The dimensions of my entrance are:
Door Width: 84cm (accommodate the height with an inch spare)
Door Height: 215cm (just less than an inch spare)
Lowest Ceiling Point Height: 225cm (nearly half a foot clear)


Granted, the entrance looks small - but we've fitted larger items in and out before and it makes for a good pivot point.



They made one single attempt at getting it in, and without a word they loaded it onto the van and proceeded to DRIVE OFF!



It wasn't until I rang the office and complained that they got the drivers to return - who just did the exact same thing again. They just wouldn't listen to us - even the office staff were trying to say "They do this all the time, they know what they're doing...". Well, it's our house - we know what we're talking about too and how things work.



Long story short - in light of this, what are my rights in terms of getting my £69 delivery charge back?


The company are absolutely useless with no consideration for customer service as they have a complete attitude problem. They insist that they will not refund the delivery charge as we have had delivery - which we have quoted the definition of delivery as that of delivering letters, parcels or goods to the point where ownership is transferred to the recipient....I own nothing and have spent £69 on this nothing.



I would really appreciate some help regarding this as I am at a loss and would like to appear as though I know what I'm talking about to get them to cave into getting my money back.


Thanks

visidigi

Are you saying you beleive the sofa would fit through the door? Did you offer them to leave the sofa for you to get through the door?

I'm looking at the depth measurement, which given the width of your door would mean the sofa would need to go through at and angle, therefore the width measurement which you say would just fit, would no longer fit.

Dimensionally it sounds like it wouldn't fit from what you've said above...

tigerlily91

Yes, that is what I'm saying. They got it through the door the fine - they just didn't attempt in any way to turn it ready to go through the next door.

We got another sofa in the house - and even upstairs - by ourselves in the past. I may have tapped the dimensions in wrong, here, but it has been calculated now by DFS (who came and measured the area and trialled a sofa delivery - very kind of them) that it would have fitted with ease.

We weren't allowed to keep it and do it ourselves because the delivery people "have" to put it together (came in two pieces) to avoid any complaints from the customer that the manufacture of it is wrong, or something.

It's just been a massive faff and I want my money back, putting it bluntly.

arcon5

I can't see what grounds they would have to keep the delivery charge as you was willing to accept delivery of the goods. Seems a bit silly that despite this they refused to leave the goods - after all if you damage it on the process they are not liable.

Have you spoken to them yet?

bris

The contract couldn't be completed at the door because of the nature of the sofa, it had to be built in situ so it couldn't be left with the customer on the doorstep. It sound's to me like they did everything to deliver the sofa, forcing it round corners could damage both the sofa and walls, doorframes etc so they won't risk this and be liable for damage. I don't think you have a claim OP, it's your responsibility to make sure it would fit, just because you got one in before doesn't mean this is the same size or shape to go in too.
You could try a small claims court, but the magistrate may take the word of the delivery men as they do this all the time, and losing a sale isn't in their interest.