SCS - Fitter No Show

Wilko11

Hi everyone, I'm hoping someone can give me some advice. I arranged delivery and fitting for a carpet and vinyl flooring on the 25th of January from SCS Online.

On the 25th, i took an unpaid day off work. There was no sign of the fitter or the flooring so early afternoon I telephoned SCS to find out what was going on. They gave me the telephone number of the independent fitter that they had appointed to fit my flooring. I tried the telephone number they gave me but the phone was switched off. I left a message asking for the fitter to call me back to advise what time he would be coming. I received no phone call.

At 5.05pm (5 minutes after my normal working day would have finished) I received a phone call from SCS advising that there had been problem with the vinyl flooring and it hadn't been delivered to the warehouse. The lady told me she needed to speak to the warehouse and she would call me back in 5-10 minutes. At this point I decided to wait until she called me back and then I would air my grievance at the fact I had lost a days pay and nobody had the courtesy to call me. The lady didn't ring me back so at 6.30pm I called SCS Online and said I wanted to make a complaint, I was told by Daniel that his manager Morris would call me back and take the details. No phone call was received.

SCS have rung me today to arrange a new date for delivery and nothing was mentioned about my complaint. I have since spoken to Morris and said that i have lost a days pay and i want to know how they are going to fix this. Morris basically said its out of their hands because its the fitters fault for not calling and the fitter is not employed by SCS. He said we blame the fitter and the fitter will blame us. My argument was that I have not yet paid for the fitting of the flooring because that is payable on the day. I don't see why I should have to pay this, having lost a days pay because of them. Morris told me it will be a different fitter. Morris said he will share my views with the regional manager but that's it.

Do I have any rights and who can it be escalated to?

Many thanks for any responses.

Chickabiddybex

It depends how quickly you want your floor. If you want it soon and like it let them come fit it. If you can wait and feel they have messed you around to the extent you no longer want to be their customer then ask to cancel and go elsewhere.

It sucks that you lost a day waiting for them but you need to weigh up how much of an inconvenience they are going to be for you in the future if you decide to try rearranging for another day, making numerous complaints, trying to get them to make up for your lost time, etc etc VS just let them get on with it VS just go somewhere else and be done with it.

Hintza

Wilko11 wrote: »

Morris basically said its out of their hands because its the fitters fault for not calling and the fitter is not employed by SCS.

This has got to make you laugh hasn't (otherwise you would cry).

Who was going to tell the fitter the vinyl hadn't arrived? Sounds like Morris is just dodging and weaving.

pmduk

Who chose the fitter? If SCS then they're responsible the fitter wouldn't have been avle to do anything as SCS hadn't delivered the flooring. I'd chase them for your day's wages when/if you have to lose another days pay.

C_Mababejive

I presume that SCS have internal contracts with fitters? If so then they may be vicariously liable for any losses and liabilities as your contract is presumably with SCS? These guys need to take ownership of the issue and deal with it. If you go in their store you will see on the wall there so called company commitment statement to customers. Point that out to them and demand your days pay plus a days pay for the next day you take off on pain of cancellation of the order.Check your T&Cs on your order before firing !

Gers

Wilko11 wrote: »

Hi everyone, I'm hoping someone can give me some advice. I arranged delivery and fitting for a carpet and vinyl flooring on the 25th of January from SCS Online.

On the 25th, i took an unpaid day off work. There was no sign of the fitter or the flooring so early afternoon I telephoned SCS to find out what was going on. They gave me the telephone number of the independent fitter that they had appointed to fit my flooring. I tried the telephone number they gave me but the phone was switched off. I left a message asking for the fitter to call me back to advise what time he would be coming. I received no phone call.

At 5.05pm (5 minutes after my normal working day would have finished) I received a phone call from SCS advising that there had been problem with the vinyl flooring and it hadn't been delivered to the warehouse. The lady told me she needed to speak to the warehouse and she would call me back in 5-10 minutes. At this point I decided to wait until she called me back and then I would air my grievance at the fact I had lost a days pay and nobody had the courtesy to call me. The lady didn't ring me back so at 6.30pm I called SCS Online and said I wanted to make a complaint, I was told by Daniel that his manager Morris would call me back and take the details. No phone call was received.

SCS have rung me today to arrange a new date for delivery and nothing was mentioned about my complaint. I have since spoken to Morris and said that i have lost a days pay and i want to know how they are going to fix this. Morris basically said its out of their hands because its the fitters fault for not calling and the fitter is not employed by SCS. He said we blame the fitter and the fitter will blame us. My argument was that I have not yet paid for the fitting of the flooring because that is payable on the day. I don't see why I should have to pay this, having lost a days pay because of them. Morris told me it will be a different fitter. Morris said he will share my views with the regional manager but that's it.

Do I have any rights and who can it be escalated to?

Many thanks for any responses.

Read this http://www.moneysavingexpert.com/shopping/delivery-rights