Next botched delivery - is it my fault or Next's and now what do i do?

bunnydrumming

6 weeks ago I ordered a 'snuggle' (mini sofa) and a XL sofa. A delivery date was organised and they text me to say delivery would be 7.30am to 8.15am. AT 9 I rang to ask where they were - broken down I was told. AT 10 I was phoned to let me know they had broken down. AT 11.30ish they finally arrived in a bit of a mood because my house is not easily found. They bought in the mini sofa but said my big sofa would not fit because may doors looked smaller then usual. After a few minutes of discussion they measured my doors and said they were two inches thinner and the sofa would not fit. AFter a few minutes more of discussion (I suggested taking the door off and they said I would need to take the frame off) they said they could try the sofa but if the sofa got damaged they would not be able to take it back so they left without trying it. Later I asked a joiner to come and measured the door and he said they are totally normal size. Next now say I have to pay 10% for the delivery and they cannot re-deliver my sofa's as they are either in an outlet store or been given to someone else (they say they cannot trace) and I will have to wait 11 weeks to have the same sofa redelivered.

I now have no sofa's for 12 people on christmas day and don't know what to do

What are my legal rights - what do you think my next step should be. I'm waiting for Next to ring back tomorrow to let me know about delivery charges

shocky_2

How very odd. Remember, though, that a door which is "normal" can still be a small door and can still be too small to get a big sofa through. Even if Next delivered the same sofa again tomorrow do you think they could get it into the living room?

Regardless of the legal position its very bad service by Next. Personally I would demand a refund and take my business elsewhere.

bunnydrumming

My door is definitely a normal door - the joiner said it was the size he would fit into any house so I've no idea what the delivery guys were going on about! The joiner has said he will come up for free during delivery to make sure it gets in - I just don't know if they are right to make me pay 10% of sofa's price for delivery - they said it's my responsibility to make sure sofa fits at which point i pointed out that if their delivery guys had not made a fuss about the door it would have been in by now. Very annoyed with them and with myself. It took me 3 months to chose sofa and I would love to take my business elsewhere but I really want something in by Christmas :-(

pinkshoes

It was up to you to make sure it'll fit. I had to make the same decision with an M&S sofa and a 2nd floor flay, but thankfully it fitted.

Why didn't you measure the door then measure the sofa at its narrowist point yourself???

As they did offer to try and get it through, and pointed out you'd be responssible for any damage if it didn't (which is fair enough, as you do have to check these things before ordering!), then I think it's fair to have to pay for redelivery. Perhaps you could argue a discount as the delivery man wrongly advised you it wouldn't fit?

Some sofas don't fit through normal doors though! Ours came in through the conservatory double door!

unholyangel

bunnydrumming wrote: »

My door is definitely a normal door - the joiner said it was the size he would fit into any house so I've no idea what the delivery guys were going on about! The joiner has said he will come up for free during delivery to make sure it gets in - I just don't know if they are right to make me pay 10% of sofa's price for delivery - they said it's my responsibility to make sure sofa fits at which point i pointed out that if their delivery guys had not made a fuss about the door it would have been in by now. Very annoyed with them and with myself. It took me 3 months to chose sofa and I would love to take my business elsewhere but I really want something in by Christmas :-(

Unless I'm getting my wires crossed, didnt you say they dont have your sofa anymore and to get another delivered from next it will take 11 weeks?

So it sounds like you wont get them in in time for xmas. Your only option may be to find some sort of alternative and cancel.

Fosterdog

pinkshoes wrote: »

It was up to you to make sure it'll fit. I had to make the same decision with an M&S sofa and a 2nd floor flay, but thankfully it fitted.

Why didn't you measure the door then measure the sofa at its narrowist point yourself???

Usually I'd agree with this but the way OP describes it they didn't even try to get the sofa in through the door, just looked at it and said it won't fit then measured the doorframe.

There are plenty of sofas that manage to get through doors by being twisted and turned at all angles to get them in. If that wasn't even tried then it's not all down to OP if it was supposed to be taken in through the door.